The Empathy Revolution in Business (Relate Live London)

transcript

#RelateLive

empathy storytelling

design diversity listening

promoter economy predictive analytics

relationships are complicated

relationships are very complicated

#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

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

AvERAgE nuMBER OF WEEKLY MEETIngs

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)

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