Social Intelligence & Empathetic Thinking: Awakening Compassion & Empathy at Work
Compassion & Empathy at Work: Unlock the Power that Elevates People and Organizations
A People First Approach
“To truly understand someone, put yourself in their shoes”
Empathy is defined as the ability to understand and share the feelings of another. Lack of empathy in the workplace can cause us a sense of belonging, humanity, dignity and motivation that drains away talent and energy from the organization. In recent years, there has been a lot of emphasis placed about ‘empathy’, but why is it so important? What does it mean in practical terms? And how do we make it a practice? Empathy affects much more than the bottom line. Organizations thrive when employees feel valued, the environment is energized, and high productivity and innovation are the norm. This requires a new kind of leader who fosters a culture of connection within the organization.
1 Day Workshop in Developing Empathy at Work
“Empathy is an irreplaceable dimension of excellence for any organization that wants to make the most of its human capabilities.”. The aim of this course is to learn the craft of Empathy so that you can take better actions to serve employees and customers (internal and external), leading to improved Teamwork, Morale, Product/Service Design, Quality, Customer Experience and Financial Outcomes.
In this course we will explore the thinking behind Empathy, so that you will be able to incorporate it into your regular thoughts, habits and routines. Let Organizational Coach and Change Catalyst, Mr John Hamalian share with you a step by step guide on how to develop a capacity for empathy and compassion into organizational structures and practices. A Caring Organizational culture will enable a company to gain measurable competitive advantages in areas like staff retention, service innovation, collaboration, customer service quality, and talent attraction.
In this highly practical workshop, you will equip with the right-thinking patterns and practices that are needed to deeply understand the needs of others, either in professional settings or personal lives.
Specifically, we will also show you how to connect Empathy with the User Experience (UX) and Customer Experience (CE). Positive UX and CE will help to lead to customer delight and improved financial performance.
At the end of this workshop, you will be able to truly put ‘People First’ in practice, not just lip service, and thus form a basis for positive experiences in the Employee Experience and the Customer Journey.
Just what is “Empathy” and Empathetic Thinking?
We start with a brief introduction to ‘Empathy’: its definition, meaning and organisational importance. We will present a compelling case for why Empathy is one of the most essential soft skills of our time, using research and examples to illustrate its importance. Applications relative to modern organisational issues will be used to provide context. The connection to well-established improvement methodologies such as Design Thinking and Lean Thinking will be explained. As a matter of time prioritisation, Customers shall be the main focus of the day’s learnings on Empathy.
Truly Putting the Customers First
Nearly every organisation says they place the Customer as a first priority, but few actually put that into practice. We will examine the common tendency to focus on what is best for ourselves and our self-serving KPIs, a condition known as the ‘Producer Mentality’. Techniques for using Empathetic Thinking to reverse that tendency into a ‘Customer Mentality’ will be introduced and discussed thoroughly. Without having the basic thinking of Customer First, no tools or methods will ever truly achieve the desired state of Customer Delight.
The Criticality of Customer Value
A relentless focus on what people value is a key enabler for Empathetic Thinking. By thoroughly understanding Customer Value we get to prioritise all the things that will contribute to that value and reduce or eliminate all other things, thus helping to ensure that a person’s needs, wants and desires are fulfilled to the best of our ability.
Using Empathetic Thinking to Put Yourself in People’s Shoes
How to get inside someone’s shoes without stealing them?! Some specific techniques on how to understand people’s wishes will be introduced, along with some examples to illustrate potential applications. Every situation is different, but we will share with you some general approaches, including listening, watching, confirming, mirroring and reinforcing. The relationship between Empathy and good design will also be covered.
Connecting Empathetic Thinking to Results
The ultimate goal of Empathetic Thinking is to translate the personal understanding you have gained into improved relationships, service levels, experiences, strategies and product/service design.
Who Should Attend?
This course is aimed broadly at staff and professionals who are proactive in nature and wish to be on the leading edge of their journeys towards the Digital Age. They will leave this course equipped with a critical soft skill essential to all organisations, including the private sector as well as the public sector.
“Thank you for this great training, one of my best training ever had, your vivid examples; personal experience, sense of humor and team exercise is very helpful.” – Jeff Tong, Manager, Dell
“It was a great master class and I enjoyed myself thoroughly.” – Erik Wee, Quality Manager, Pan Pacific Hotels
“Thanks for your enthusiasm in bringing us through the workshop. We felt our passion as much as we felt yours”. Ong, Sing Chin, Director, NTUC Eldercare
Organizational Coach and Change Catalyst: John Hamalian
John S. Hamalian is a Change Catalyst with over 20 years of experience at General Motors, Dell and his own business, specialising in Innovation, Change and Transformation, Digital-Age Management, Strategy, Team Development and Lean/Agile Thinking. With assignments based in the USA, China, Korea, India and Singapore, he has held 2 Asia-Pacific Director positions. John coaches and trains organisations on how to innovate and transform, and is a lecturer at various universities, a published writer on Management and an active speaker at conferences, global corporations and public agencies.