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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(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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An Empathetic Workforce Doesn’t Just Feel Good. It Works Well.

An Empathetic Workforce Doesn’t Just Feel Good. It Works Well. | Empathy in the Workplace | Scoop.it
Key to teaming, talent engagement, and, in fact, the business agenda today, says Brooks, is empathy—especially in an era that is increasingly automated. But empathy, Brooks suggests, is missing in many Millennials.

 

The irony in this, Brooks notes, is that Millennials can be seen as excelling at what could be called “macro-empathy” at the same time that they’re weak at “micro-empathy.” So, while these new workers may have trouble moving past what Brooks calls “the me society,” they’re increasingly insistent that the companies for which they work be purpose-driven, “merging their corporate agenda with a broader social mandate.

 

Michael Winkleman

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6 tips to practice empathy and improve customer experience

6 tips to practice empathy and improve customer experience | Empathy in the Workplace | Scoop.it
Practice proactive empathy. Use automation to monitor your product for errors and frustrating interactions (for example, episodes of rage clicking), then proactively reach out to the customer to provide help, and express empathy, before they've even asked for it.
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Talking with Strangers:  new book encourages us to scale the “empathy wall” to understand Trump supporters

Talking with Strangers:  new book encourages us to scale the “empathy wall” to understand Trump supporters | Empathy in the Workplace | Scoop.it

A new book encourages us to scale the “empathy wall” to understand a segment of Trump supporters

 
 

There are many theories and explanations for the rise of Donald Trump and the current incarnation of white right-wing populism. 

A deeper understanding—and an invitation to scale the “empathy wall”—comes from veteran sociologist Arlie Russell Hochschild in her new book, Strangers In Their Own Land: Anger and Mourning on the American Right.  The book is, as its second subtitle suggests, “A Journey to the Heart of Our Political Divide.” 

"An empathy wall is an obstacle to deep understanding of another person, one that can make us feel indifferent or even hostile to those who hold different beliefs or whose childhood is rooted in different circumstances."
—Arlie Hochschild, sociologist and author


In Strangers, Hochschild spends over five years embedded with Louisiana Tea Party activists, including families that have suffered from environmental disasters at the hands of chemical and petroleum companies.

 

by Chuck Collins

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(Empathic Marketing) Claire Brooks' New Book: Marketing With Strategic Empathy  

In this clip President of Model People Inc., Claire Brooks, introduces us to her new book: Marketing With Strategic Empathy.
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Is Empathy Boss? The science behind soft skills—What really drives performance?

Is Empathy Boss? The science behind soft skills—What really drives performance? | Empathy in the Workplace | Scoop.it
Successful leadership is defined by a single ingredient: it’s mastering successful conversations. By looking at the relationship between interaction skills and job performance, it’s easy to see why empathy is so important.
 
“Overwhelmingly, empathy tops the list as the most critical driver of overall performance. It also consistently relates to higher performance in each of the four leadership domains.

 

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Empathy Still Matters: In Every Way No matter what your favorite definition of leadership is (there are 462 million Google® entries), we believe it’s largely dependent on a single ingredient: mastering successful conversations.

 

By the end of each day, leaders likely have had multiple conversations with a range of their constituents. Each of these interactions will collectively determine their ultimate success as a leader.

http://www.ddiworld.com/DDI/media/trend-research/hirezleadership-findings/hirezleadership_is-empathy-boss_finding_ddi.pdf?ext=.pdf

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Customer Service Incompetence: Empathy Only For Tears 

Customer Service Incompetence: Empathy Only For Tears  | Empathy in the Workplace | Scoop.it

People Withhold Empathy Until They See Tears Because …

  • They are not listening to customer’s words and tone of voice. They are too busy reading from a script and stating procedures.
  • They feel overwhelmed by current work conditions. Instead of focusing on customer’s stress, they are focusing on their own.
  • Leadership has told them to enforce procedures. Leadership has failed to say that procedures are a guide not a big bat.
  • They don’t like themselves or their jobs. They are thinking of the customer as someone who makes their lives difficult.
  • They have low intuition and/or low emotional intelligence. It’s not until the customer becomes very upset that they see the human need.
  • Leadership has not trained staff in how to develop and show empathy. 

 

by Kate Nasser |

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(Empathic Leadership) Want To Be A Leader? Start With Empathy

(Empathic Leadership) Want To Be A Leader? Start With Empathy | Empathy in the Workplace | Scoop.it

A study released earlier this summer found that 60 percent of CEOs viewed their organizations as empathetic. At the same time, only 25 percent of employees viewed their employers as empathetic. This is a wide disconnect between management and employees.


Businessolver's Workplace Empathy Monitor found that nearly a third of employees believe employers care primarily about profits and less about them. "Businessolver Data Reveals Only One-in-Four Employees View the Workplace as Empathetic," www.prnewswire.com (Jun. 29, 2016.)


The same report identifies behaviors associated with positive workplace empathy:

  • Treating employees well
  • Listening to customer needs and feedback
  • Maintaining ethical business practices
  • Caring about employees' mental and physical health

 

The Workplace Empathy Monitor report also revealed that almost half of employees polled said they were willing to work longer hours for an employer that shows empathy.

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Empathy is the secret to hospitality customer service - and sales

Empathy is the secret to hospitality customer service - and sales | Empathy in the Workplace | Scoop.it
Staff empathy helps create an enjoyable guest experience and motivates them to write a positive review -­ both of which affect revenue.

When we think about customer service, our thoughts go first to handling complaints, but much more is involved. All interaction with a guest is, in reality, ‘serving the customer’. It includes anything from booking a meal in the hotel restaurant to offering advice on where to shop locally.

The difference between a guest’s perception of service as perfunctory or as excellent hinges on the attitude of the staff. Exceptional service is provided by those who don’t only attend to the request or complaint, but who also empathize with the guest.
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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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Conflict at Work? Empathy Can Smooth Ruffled Feathers

Conflict at Work? Empathy Can Smooth Ruffled Feathers | Empathy in the Workplace | Scoop.it
Gabrielle S. Adams, an assistant professor at the London Business School and a visiting fellow at Harvard University, has examined the role that empathy and forgiveness can play in resolving these conflicts.

In recent studies, Professor Adams found that misunderstandings often exist between the victims of harm and the people who committed the harm. In many cases, the transgressors did not intend a negative effect, whereas the victims tended to think that the damage was intentional. In addition, transgressors frequently felt guilty and wanted to be forgiven much more than their victims realized.

 

By PHYLLIS KORKKI

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Empathy Makes Us Human - Connecting Audiences to Your Brand's Story

Empathy Makes Us Human - Connecting Audiences to Your Brand's Story | Empathy in the Workplace | Scoop.it
Empathy and Narrative in Brand Storytelling

As marketers, we are storytellers. Telling our brands' stories effectively and persuasively is at the core of what we do. But what makes a story persuasive? Persuasive storytelling creates an emotional response - empathy - in the mind of the customer, helping them to understand the benefits of a brand, make decisions and take action.

 

But not all stories are equally effective at creating empathy. There are two broad categories of storytelling, advocacy and narrative, that most stories fall into. Narrative differs from advocacy in its method of persuasion, relying less on facts and figures and more on "transportation," or engaging the reader in the narrative.

 

BY ADAM FRIDMAN

 

 

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(Empathic Leadership) Why Business Leaders Need to 'Tune in' to Their People

(Empathic Leadership) Why Business Leaders Need to 'Tune in' to Their People | Empathy in the Workplace | Scoop.it
'Tuning in' means empathy, the ability to see things from another's perspective. Do you have this vital skill?

 

Consider, too, that empathy really matters when businesses are in transition.

 

When we’ve advised on mergers, we often see risks if the acquirer's management team does not truly understand the acquiree's culture: A merger can fail as the result of key talent leaving once non-compete deals expire.

Conversely, empathy can produce better, easier, faster transactions and transitions.

 

CHRIS PIERCE-COOKE

 

 

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(Empathic Leadership) Obama’s failure of leadership, empathy as America’s cities burn

(Empathic Leadership) Obama’s failure of leadership, empathy as America’s cities burn | Empathy in the Workplace | Scoop.it

The anger is real among the black community and, as a white suburban mom, I can only watch from afar, feeling helpless and praying for peace, wisdom and clarity in these communities. I think of the black single mother living in the inner city, praying that her child can make it safely to school because she is worried about crime in her neighborhood.

We need to find common ground and civility between black communities and law enforcement, and let us hope each side can show empathy in these turbulent times. Where is the much-needed dialogue, the calming forces and the unsung heroes who can address the problems and come up with solutions?

 

By Mercedes Schlapp 

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Why Empathy Really Matters  

DDI CEO Tacy Byham and SVP Rich Wellins weigh in on why empathy tops the list of skills that will drive leadership performance.

To learn more about the link between empathy and leadership performance visit: http://www.ddiworld.com/hirezleadership
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(Empathic Marketing) Marketing with Strategic Empathy Provides The Next Level of Customer Acquisition

(Empathic Marketing) Marketing with Strategic Empathy Provides The Next Level of Customer Acquisition | Empathy in the Workplace | Scoop.it
"Marketing with Strategic Empathy: Inspiring Strategy with Deeper Consumer Insight" helps marketers who want to dig deeper into understanding their customer's brain.

 

Using a four-phase process that immerses a business in the customer's world, the book shows why surveys and Big Data only go so far in marketing. The book also details how to use the insights from this four-phase process into a continually adapting competitive strategy.

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Empathy - A Critical Element Of An Engaged Workplace

Empathy - A Critical Element Of An Engaged Workplace | Empathy in the Workplace | Scoop.it

Have you taken the time to assess the level of empathy in your organization? Perhaps you are struggling to understand exactly what it means to be empathetic, or maybe you assume empathy is for the weak?

 

All the vagueness or misconceptions surrounding the importance of empathy should be clarified in order to truly see how your organization can benefit.


In this 30 minute Webcast Replay you will learn:

  • What empathy is and what it isn’t
  • A 5 point scale for assessing your own empathy level
  • What happens when managers lack empathy
  • Why this is an issue for organizations right now
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Increasing Customer Empathy from Day One | UX Booth

Increasing Customer Empathy from Day One | UX Booth | Empathy in the Workplace | Scoop.it
In response to this issue, the HR, customer service, and UX teams have developed some additions to an already comprehensive program to help new hires understand Shopify from the perspective of the user.

 

The approach to increasing customer empathy is continually evolving as the company does. Right now, it is composed of three stages.

1. Who are our customers and what do they want?
Most commercial companies exist because they solve a problem for a user...

 

Lynsey Thornton

 

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