We all agree more empathy is a great idea, yes? Companies have grand plans to create inclusive cultures and we as leaders take empathy workshops to strengthen that muscle and boost innovation, collaboration and engagement. But what does empathy look like at work? Like, in action at work? And how can we avoid slipping into unproductive sympathy when we make those attempts? When expressing … [Read more...]
Gain an Empathy Advantage: Global Workshop
Furious customers and failed business launches. Dysfunctional work teams. Workplace inequity. Partnerships abandoned out of fear, projects destroyed by misunderstanding. Almost every problem that exists in the business world can be traced back to a single, common origin: Lack of empathy. (TWEET THIS!) When we are unwilling to place ourselves in someone else’s shoes—unwilling to talk, … [Read more...]
3 Ways to Practice Empathy at Work
At a book signing, the panel moderator told me that she recommended my book, The Empathy Edge, to her friend - let’s call her Jennifer. Jennifer was in a really bad work situation with what she deemed an out of touch manager. Her boss treated her badly, didn’t listen to her ideas and generally acted like he was too busy to be there for his team. Jennifer was pretty fed up by this point, and … [Read more...]
Empathy for Others Starts with Empathy for Yourself
Empathy seems like such an outward, selfless act. And in many ways, it is. You must focus on another person, make space for them, and get out of how you see the situation through your own eyes and hold space as well for they see it. This all sounds very noble. Until a very broken person attempts to be empathetic. That’s like trying to help others put on their oxygen masks when you are about to … [Read more...]
3 Ways to Use Empathetic Insights to Repair a Bad Customer Experience
Have you ever gotten an email from customer service or an answer from a sales rep that left you feeling hopelessly misunderstood? This seems to happen to me more as I get older, and while I completely admit that the common denominator is me, nine times out of ten, it is a result of a brand representative not truly listening to me or “getting” the real issue. When an eCommerce site screwed up … [Read more...]
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