the empathy revolution in business (relate live london)
TRANSCRIPT
#RelateLive
#RelateLive
empathy storytelling
design diversity listening
promoter economy predictive analytics
relationships are complicated
relationships are very complicated
#RelateLive
#RelateLive
Belinda ParmarLady Geek CEO
@belindaparmar
Unleashing the power
of EmpathyBelinda Parmar CEO of Lady Geek
LADY GEEK
“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?”
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
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.”
The myths around empathy1 The power
of the empathy nudge2Why empathy
is important 3
CORPORATE EMPATHY IS A COGNITIVE AND EMOTIONAL
UNDERSTANDING OF OTHERS’ EXPERIENCES, RESULTING IN
APPROPRIATE ACTION.
SOCIAL MEDIA HAS CHANGED EVERYTHING.
Empathy is a predictor of company growth.
MYTH Empathy is a soft, fluffy tool best relegated to just one department.
REALITY
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.
£
Empathy can be measured.
Empathy is vague and unquantifiable.MYTH
REALITY
AUTHENTICITY BELONGINGREASSURANCE
COLLABORATION EMPOWERMENT ETHICS
#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.
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
THE POWER OF THE NUDGE
UNEMPATHIC EMPATHIC
-- JJUUDDYY
UNEMPATHIC EMPATHIC
UNEMPATHIC EMPATHIC
UNEMPATHIC EMPATHIC
UNEMPATHIC EMPATHIC
UNEMPATHIC EMPATHIC
UNEMPATHIC EMPATHIC
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
Your PC will restart several times.Sit back and relax
UNEMPATHIC EMPATHIC
Windows cannott find the file. Would you like some wine instead?
HEAD OFFICE
FRONT LINE
UNEMPATHIC EMPATHIC
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
www.ladygeek.com @ladygeek @belindaparmar
#EMPATHYPAYS
LADYGEEK
Chris WhiteHostage Negotiator
"People don't care what you know until they know that you care“
John C. Maxwell
Abraham Harold Maslow (1908-1970)
The National Course © HCNU 2008
A Further Need!!
• In order to satisfy the other needs we have an overwhelming desire to :-
•COMMUNICATE, TO UNDERSTAND AND TO BE UNDERSTOOD.
The Chinese Character ‘to Listen’(verb)
Eyes (Focused & Observing)
Attention (Focused & Responsive)
Open heart (Reflective & non-judgemental)
Ears (The means)
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
Active Listening• Minimal Encouragers
• Open Ended Questions • Reflection (Echoing) • Emotional Labels
• Paraphrasing
• 'I' messages
• Effective Silence
• Summary
#RelateLive