The Empathy Revolution in Business (Relate Live London)
Transcript of The Empathy Revolution in Business (Relate Live London)
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empathy storytelling
design diversity listening
promoter economy predictive analytics
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relationships are complicated
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relationships are very complicated
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Belinda ParmarLady Geek CEO
@belindaparmar
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Unleashing the power
of EmpathyBelinda Parmar CEO of Lady Geek
LADY GEEK
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“You’re not getting a refund so f*ck off. We don’t want to hear your
sob stories. What part of ‘no refund’ don’t you understand?”
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LADY GEEK’S EMPATHY BRAND INDEX
151 152 153 154
156 157 158 159
155
160
1 2 3 4 5
TOP 106 7 8 9 10
BOTTOM 10
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Michael O’Leary CEO Ryanair
“If I’d known being nicer to customers was going to work so well I would have started many years ago.”
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The myths around empathy1 The power
of the empathy nudge2Why empathy
is important 3
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CORPORATE EMPATHY IS A COGNITIVE AND EMOTIONAL
UNDERSTANDING OF OTHERS’ EXPERIENCES, RESULTING IN
APPROPRIATE ACTION.
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SOCIAL MEDIA HAS CHANGED EVERYTHING.
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Empathy is a predictor of company growth.
MYTH Empathy is a soft, fluffy tool best relegated to just one department.
REALITY
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EMPATHY DIRECTLY CORRELATES WITH:
GROWTH: THE TOP 10 COMPANIES OF 2015 INCREASED IN VALUE MORE THAN TWICE AS MUCH AS THE BOTTOM 10 COMPANIES.
PRODUCTIVITY: THE TOP 10 COMPANIES ALSO GENERATED 50% MORE EARNINGS PER EMPLOYEE THAN THE BOTTOM 10 COMPANIES.
£ £
EARNINGS: THE TOP 10 COMPANIES HAVE ALSO EXPERIENCED A RISE IN EARNINGS PER SHARE BY 6% ON AVERAGE, COMPARED TO A FALL BY AN AVERAGE OF 9% AS SEEN BY THE BOTTOM 10 COMPANIES ON THE INDEX.
£
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Empathy can be measured.
Empathy is vague and unquantifiable.MYTH
REALITY
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AUTHENTICITY BELONGINGREASSURANCE
COLLABORATION EMPOWERMENT ETHICS
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#21 CUSTOMERS LOVE AMAZON, THEIR EMPLOYEES HATE THEM.
#87 THERE’S GLAMOUR, BUT NO EMPATHY AT SELFRIDGES.
#5 JOHN LEWIS ARE HAPPY TO HELP OUT, BUT ONLY IF YOU’RE HAPPY.
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The levels of empathy you end up with do not correlate to those you begin with.
You are born with a certain amount of empathy.MYTH
REALITY
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THE POWER OF THE NUDGE
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UNEMPATHIC EMPATHIC
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-- JJUUDDYY
UNEMPATHIC EMPATHIC
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UNEMPATHIC EMPATHIC
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UNEMPATHIC EMPATHIC
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UNEMPATHIC EMPATHIC
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UNEMPATHIC EMPATHIC
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UNEMPATHIC EMPATHIC
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AvERAgE nuMBER OF WEEKLY MEETIngs
vP
director
Managers of people
27 meetings
33 meetings
38 meetings
15 min stand up meetings15 min stand up meetings
UNEMPATHIC EMPATHIC
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Your PC will restart several times.Sit back and relax
UNEMPATHIC EMPATHIC
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Windows cannott find the file. Would you like some wine instead?
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HEAD OFFICE
FRONT LINE
UNEMPATHIC EMPATHIC
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Hi John, We’re sure it’s an oversight but you’ve gone overdrawn. We don’t want you to pay more fees so can you put money in by 18.30?
Your account @accountname is overdrawn. To avoid possible overdraft fees of @AMOUNT@ per day, please transfer sufficient funds today by 18.30.
UNEMPATHIC EMPATHIC
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www.ladygeek.com @ladygeek @belindaparmar
#EMPATHYPAYS
LADYGEEK
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Chris WhiteHostage Negotiator
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"People don't care what you know until they know that you care“
John C. Maxwell
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Abraham Harold Maslow (1908-1970)
The National Course © HCNU 2008
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A Further Need!!
• In order to satisfy the other needs we have an overwhelming desire to :-
•COMMUNICATE, TO UNDERSTAND AND TO BE UNDERSTOOD.
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The Chinese Character ‘to Listen’(verb)
Eyes (Focused & Observing)
Attention (Focused & Responsive)
Open heart (Reflective & non-judgemental)
Ears (The means)
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Negotiation Staircase
Initial Contact: Opening lines, first impressions
Empathy/Rapport: Relationship, connection, emotional bond
Trust: To have confidence in, to place reliance upon
Influence, Persuasion & Problem Solving L
I S T E N I N G
skills
Emotional Intelligence
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Active Listening• Minimal Encouragers
• Open Ended Questions • Reflection (Echoing) • Emotional Labels
• Paraphrasing
• 'I' messages
• Effective Silence
• Summary
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