Empathy in the Workplace
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Empathy in the Workplace
International News about Empathy in the Workplace - for more see CultureOfEmpathy.com
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EmpathyLab

EmpathyLab | Empathy in the Workplace | Scoop.it

EmpathyLab is a new organisation
 We’re passionate about the power of stories to build empathy and the power of empathy to make the world a better place 

EmpathyLab is a new organisation. We are incubating an empathy, literature and social action programme for 4-11 year olds. We aim to make a real difference to thousands of children’s lives, story by story.

Our brains are plastic, and with practice 98% of us are capable of becoming more empathetic. A growing bank of neuroscience research shows that literature is a key tool. Our work is inspired and underpinned by the research showing that relating imaginatively to book characters builds real-life empathy skills 
 
We are working with schools, libraries and authors to test this approach:the empathy-building power of reading beautifully illustrated for us by Children's Laureate, Chris Riddell. 

 

I’m delighted that EmpathyLab is exploring new ways of using words and stories to build empathy skills.

Dame Jacqueline Wilson
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(Empathy at Work) Can You Train Contact Center Agents in Empathy?  

(Empathy at Work) Can You Train Contact Center Agents in Empathy?   | Empathy in the Workplace | Scoop.it
Training for Empathy

In a perfect world, you’ve hired only agents who approach the world from a position of empathy that is appropriate to your requirements. But even in that case, you’re going to have to train them how to incorporate empathy into their role.  That comes down to communication.

The customer experience has two sides: the emotional and the logical. The logical wants to know what you’re going to do about their issue.  And most people are really good at this. It is easy to understand and it is easy to train. If this, then that.  So if a part is broken, the agent can order a replacement part. You train them in how to order the right part.

But empathy speaks to the emotional side of the equation – how the customer feels about the interaction, which is just as important and far less straightforward to train.
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Forget Customer Empathy — Do This Instead

Forget Customer Empathy — Do This Instead | Empathy in the Workplace | Scoop.it
Customer service reps are often taught to be empathic, to put themselves in the customer's shoes. But research suggests empathy isn't the skill you're looking for.

Paul Bloom, Professor of psychology and cognitive science at Yale University, makes a case against empathy in his latest book.

 

These are the problems with empathy:

  • Empathy Fatigue....
  • The number bug....
  • Preferential treatments...
  • Distorted judgment...
  • The compassion alternative...
  • A place for customer empathy...

 

Pascal

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Visit Museums to Boost Your Empathy

Visit Museums to Boost Your Empathy | Empathy in the Workplace | Scoop.it
Empathy is overwhelmingly important to success. It’s a skill you have to build, and Greater Good suggests that one way to build it is by visiting museums.

At first glance, museums may seem to be more about educating the public and displaying art or artifacts, but the beautiful thing about them is that they also provide access to perspectives other than our own, from people of all walks of life, time periods, and geographic regions. A few things they offer:
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(Empathic Teams) To Make a Team More Effective, Find Their Commonalities

But how do you increase empathy and compassion in an existing group and organization, especially in traditionally competitive workplaces or ones in which many people are working remotely or asynchronously?

When it comes to empathy and compassion, the most powerful tool is a sense of similarity – a belief that people’s interests are joined and, thus, that they’re all on the same team and will benefit from supporting each other. Consider an example from the first World War.

 

David DeSteno is a professor of psychology at Northeastern University

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(Empathy at Work) The Most (and Least) Empathetic Companies, 2016

(Empathy at Work) The Most (and Least) Empathetic Companies, 2016 | Empathy in the Workplace | Scoop.it
Empathy, we found, is correlated with ethics, and any ethical failure can prove costly. This is evidenced by the drop in Deutsche Bank from 40th in 2015 to 110th this year and by Wells Fargo plummeting from 20th to 130th. Both falls came in light of the two companies’ recent scandals and poor brand perception, both factoring into our index.

The tech sector continues to lead our ranking, now accounting for an even bigger share of our top ten (60% in 2016 versus 50% in 2015), with Facebook knocking Microsoft off the top spot, owing to its focus on improving its internal culture and the introduction of the Empathy Lab.
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Empathy: The Essential Skill To Survive The Robo-Planner Threat

Empathy: The Essential Skill To Survive The Robo-Planner Threat | Empathy in the Workplace | Scoop.it
Training Empathy And Relationship Workers
In a world where the value of a financial advisor is increasingly about the uniquely-human relationship – and not just the expert financial knowledge that a computer can replicate – the skill of empathy becomes crucial.

Empathy is the ability to discern what someone else is thinking and feeling, and then respond in an appropriate way. It’s about being able to put ourselves in someone else’s shoes, and consider from their perspective what they must be thinking and feeling, in order to formulate the right response.

Research in the world of medicine – another domain of knowledge workers who are increasingly becoming relationship workers – is already finding that empathy plays a crucial real-world role. One study found that patients are more likely to follow through on a doctor’s recommendation when the physician exhibits greater empathy, while another discovered that doctors with low empathy are more likely to make errors (ostensibly because they miss important information by failing to understand the patient’s perspective), and subsequently are also more likely to be sued for malpractice after bad medical outcomes.
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(Empathic Marketing) Using empathy to handle sales objections  

Empathy is the first of the six parts of our objection handling process.
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(Empathy at Work) Bringing Empathy to Work  

Empathy is central to all of our most significant relationships. It should come as no surprise then that empathy and emotional intelligence are central to successfully leading and collaborating with colleagues and clients.

 

And yet, with the infusion of virtual teams, virtual workplaces and technology in our working lives, we are seeing an overall lack of empathy and connection in our workplace and professional relationships.

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(Empathic Leadership) 7 Practical Ways Empathy Makes You a Better Leader

(Empathic Leadership) 7 Practical Ways Empathy Makes You a Better Leader | Empathy in the Workplace | Scoop.it

Empathy has become a major topic of business over the past few years, and rightfully so. Finding a way to relate to another person's feelings goes a long way in building and fostering great relationships. (More here on the true meaning of empathy.)

But you may wonder, what are the benefits of empathy in practical, everyday work?


The purpose of work is to provide value. The greater the benefit our product, service, or task offers others, the more valuable it becomes. When exercising empathy, you make efforts to see things from another person's perspective. Doing so allows you to increase the value you have to offer.

Here are seven practical ways to use empathy at work:

1. Presenting

 

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(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills

(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills | Empathy in the Workplace | Scoop.it
Empathy without action is dead.

If we are going to be able to use empathy for a bigger purpose, we must put it into action. Empathy is now a verb. Without practice, we cannot learn. Without action, we cannot succeed. It is not enough to just empathize with others, we must use that feeling to spur us into action.

Activating our empathy will provide us with a channel to share our message and heart like never before. Humans are emotional creatures. In order to move them, you must speak to the core of their being. Throughout history, we see all great leaders use empathy, not just to understand those they lead, but as a medium to breathe life into their vision.

 

Here are 5 simple things you can start doing today to develop your empathy skills and help you start connecting with those who matter the most.

  • 1. Listen – Really listen to people.
  • 2. Tune in to non-verbal communication.
  • 3. Be fully present when you are with people.
  • 4. Encourage people to speak their minds.
  • 5. Give genuine recognition and praise.

 

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(Empathic Leadership) 5 Practical Things Leaders Can do to Develop Empathy Skills

(Empathic Leadership) 5 Practical Things Leaders Can do to Develop Empathy Skills | Empathy in the Workplace | Scoop.it

Here are 5 simple things you can start doing today to develop your empathy skills and help you start connecting with those who matter the most. 
 

  • 1. Listen – Really listen to people.
  • 2. Tune in to non-verbal communication.
  • 3. Be fully present when you are with people.
  • 4. Encourage people to speak their minds.
  • 5. Give genuine recognition and praise.

 

As we move further and further into the connection economy, leaders and business owners must learn to develop empathy and use it on a daily basis. At the end of the day, we work with and for people. People who have real needs and emotions.

 

Cultivating our empathy skills will help us inspire our team members, create marketing messages that connect, and make our sales process more human. I want to encourage you to try some of these suggestions and see the reactions of those you come in contact with. I believe you will notice some amazing results.

 

by Ryan Shelley

 

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(Empathy at Work) Empathy in the Workplace 

(Empathy at Work) Empathy in the Workplace  | Empathy in the Workplace | Scoop.it
We’ve all heard the expression “Never judge a person until you’ve walked a mile in their shoes.” It’s powerful. It’s thought-provoking. 

Unfortunately, there’s a bit of confusion in our workplaces today as to who needs to be wearing the shoes, or if there needs to be any “shoe trading” at all.

A report examining empathy in the workplace by Businessolver revealed that while “60% of CEOs view their organization as empathetic, only one in four employees does.”

Empathy is the ability to understand the thoughts, views and emotions of another … to understand what it’s like to be in that person’s situation.

 

By Mary Kaylor

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The Empathy Advantage - Speak First

The Empathy Advantage - Speak First | Empathy in the Workplace | Scoop.it
Berkley University defines empathy as “the ability to sense other people’s emotions, coupled with the ability to imagine what someone else might be thinking or feeling”. Since business is personal, and being able to build strong relationships internally and externally is essential, empathy is a must-have skill, not something that’s nice to have. Imagine trying

 

LEARNING OBJECTIVES

By the end of the session participants will:

  • Understand the advantage empathy can bring to business relationships
  • Have increased their understanding of the neurobiology of empathy
  • Appreciate how people respond when others engage them with empathy
  • Have acquired lots of practical techniques they can apply to develop their empathy
  • Know what can get in the way of having empathy and how to overcome this
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(Empathy at Work) Build Customer Empathy by Listening to their Stories 

(Empathy at Work) Build Customer Empathy by Listening to their Stories  | Empathy in the Workplace | Scoop.it
Whenever I start a conversation with someone, I think about how I can best connect with that person. Sharing stories is an excellent way in. Stories not only reveal details about the storyteller, they allow you to connect on an emotional level

 

. In fact, the connection may go even deeper. A study at Princeton found that during storytelling the brain activity in persons listening to a story closely matches that of the person telling it.

 

Demian Borba

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The Science Behind What Really Drives Performance (It's Going to Surprise You)

The Science Behind What Really Drives Performance (It's Going to Surprise You) | Empathy in the Workplace | Scoop.it

Imagine you could have a skill where--in any given conversation with colleagues, clients, or subordinates--you could be keenly aware of, and even experience, their feelings and thoughts.

Sounds like some X-Men-like psychic superpower right? Well, what if I told you that anyone can have this uncanny ability and use its strength and charm to have successful conversations?

Well, you can. The superpower I refer to is called empathy.

But this skill--and it is a learned skill available to anyone--is often misunderstood because there are variations of it. I'll get to the science of it shortly.

How Do You Define Empathy?

 

By Marcel Schwantes

 

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(Empathic Leadership) 11 Ways Leaders Can Develop Empathy

(Empathic Leadership) 11 Ways Leaders Can Develop Empathy | Empathy in the Workplace | Scoop.it
Empathy is the ability to understand another person's perspective, even when that perspective is quite different from your own. In just the last half-decade, we've seen a rise in organizations who adopt this word into their business language. More than just a buzz word, empathy may be key to helping businesses grow — allowing leaders to relate to people and ideas around them.

How might leaders work on developing empathy either one their own or with the support of their company? Are companies currently supporting leaders enough in this process? Below, members of Forbes Coaches Council explain.
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Therapists Urge 'Empathy' at Thanksgiving, Christmas

Therapists Urge 'Empathy' at Thanksgiving, Christmas | Empathy in the Workplace | Scoop.it
But the turkey feasts don’t have to be combative, says Traci Ruble of Half Moon Bay, a therapist and founder of Psyched in San Francisco. And she and counterpart, Edwin Rutsch from the Culture of Empathy in El Cerrito, advocate not to nix the holiday meal.

 

Instead, the two put out a role-playing video teaching families how to listen to each other, instead of fighting about Trump’s transition team whether Clinton should have been locked up over her emails. 


“I actually don't believe in ‘no politics,’ rule,” Ruble said. “We think everyone should get five minutes at the table, where everyone gets to speak in a structured conversation. Everyone else has to listen with empathy. What happens when we feel heard? Our nervous system calms down. When somebody understands, even if they don't agree, they feel known.”

By Lisa Fernandez

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(Empathy at Work) 10 companies that are great at empathy

(Empathy at Work) 10 companies that are great at empathy | Empathy in the Workplace | Scoop.it
Written by Stéphanie Thomson
 
It’s a long-standing piece of advice: to really succeed at work, you need to be a ruthless, hard-nosed go-getter. Your employees aren’t your friends, they’re there for one thing and that’s to get the job done.

But recent research from The Empathy Business suggests it might be time to rethink that approach. In fact, those leaders and companies that embed empathy – the ability to understand and share the feelings of others – into their business models perform far better than those that don’t.
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(Empathy at Work) (Empathic Leadership) Use Empathy to Drive Culture, Engagement & Innovation

(Empathy at Work) (Empathic Leadership) Use Empathy to Drive Culture, Engagement & Innovation | Empathy in the Workplace | Scoop.it
Empathy impacts trust, engagement, and innovation, as well as other business outcomes. Here's how to build your emphatic thinking skills. Read to learn more

 

Vanderhoven says that another critical component for talent-focused organizations that he’s been focusing on in 2016 is how empathy relates to these workforces—including how it impacts trust, engagement, and innovation, as well as other business outcomes.

 

“This has been the really fun part of the research that we’ve come to in the last year,” he says. “And it’s that empathy usually scores last among leaders. This is kind of a tragedy because what we’ve learned in this research is that empathy actually unlocks the greatness that leaders need to be able to create these mutually transformative agreements.”

 

These are the relationships where leaders are able to listen and ask questions—because they simply are interested, they care, and they have a genuine desire to develop those they are leading.

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(Empathy at Work) How To Cultivate An Organization Built On Empathy

(Empathy at Work) How To Cultivate An Organization Built On Empathy | Empathy in the Workplace | Scoop.it

Crisis Text Line helps people facing mental health emergencies—and the strategies they use can help you create an organization that encourages self-care and empathy

 

At Fast Company’s Innovation Festival, Hira Raja, a staff trainer who works with all of the volunteers, gave a lesson in how she teaches counselors to listen with empathy—and how Crisis Text Line as an organization bakes empathy and self-care into its mission. The tips shared are applicable not only to crisis situations, but to any workplace where the environment can be stressful (i.e. pretty much any workplace).

 

 

PRACTICE ACTIVE LISTENING

"Listening to listen and not listening to speak is very important here," says Raja. Active listening is a way to make sure your colleagues or employees know that you’re really focused on their problems.

 

 

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(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills

(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills | Empathy in the Workplace | Scoop.it

Empathy. This simple word is full of potential and has the ability to move us towards our core purpose as humans. Regardless of race, ethnicity, cultural or religious backgrounds, at our core, we all have one desire, to belong.

 

Our lives are a constant journey to find significance and security not in things, but in others. But for many the word “empathy” is greatly misunderstood. While empathy is a right brain activity, it is far from being a touchy-feely topic. In order for leaders and business owners to succeed in the “connection economy,” developing empathy skills is essential...

 

Empathy without action is dead.

If we are going to be able to use empathy for a bigger purpose, we must put it into action. Empathy is now a verb. Without practice, we cannot learn. Without action, we cannot succeed. It is not enough to just empathize with others, we must use that feeling to spur us into action.

 


by Ryan Shelley

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(Empathic Leadership) 3 reasons why empathy is a leader’s best tool

(Empathic Leadership) 3 reasons why empathy is a leader’s best tool | Empathy in the Workplace | Scoop.it

Here are 3 reasons every leader needs to be empathetic.

  1. Empathy makes people feel valued and connected. It creates a bond of trust that can have a direct impact on business results. Large teams, especially those like a call centre, can be a hotpot of emotions. Having a stronger bond with your team can enable you to calm moody waters before the waves come crashing down.

  2. Empathy creates a culture of transparency. Empathy requires you to be present in a conversation – to listen, to ask questions, to care. People feel safe when they can have a conversation and not feel they are being judged. A leader who can listen in a way that makes people want to speak openly to them will inspire their team to do the same.

  3. Empathy encourages growth and innovation. Successful people don’t operate alone. They rely on their peers and the people around them to drive them forward. When businesses fail, it is often because leaders stop focusing on understanding their people and become removed from their environment.
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(Empathy at Work) Eight Ways to Build Customer Empathy 

(Empathy at Work) Eight Ways to Build Customer Empathy  | Empathy in the Workplace | Scoop.it
Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers.

Both Forrester and the Temkin Group have begun focusing much more on the emotional elements of an experience, which is spot-on. Emotions are the greatest driver of loyalty – and of disloyalty.  And you can’t solve them without empathy.

Here are eight ways to help build empathy in your company. Add your own in the comments!

Show videos of customer interviews.
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