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The Empathy Revolution in Business (Relate Live London)

Belinda Parmar, OBE, CEO & Founder of Lady Geek and Chris White, hostage negotiator
The traditional corporate culture values of hierarchy and status are outdated. Those businesses with an empathy deficit need to learn how to survive in a world where employees and customers demand empathy. This talk is based on Belinda’s second book: The Empathy Era and gives practical examples for both men and women who want to create a more empathic environment. Belinda will be joined by Chris White, a hostage negotiator, who will give examples of empathy in conflict, where empathy is really tested, and when to truly demonstrate empathy—when you least feel like it.

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The Empathy Revolution in Business (Relate Live London)

  1. 1. #RelateLive
  2. 2. #RelateLive
  3. 3. empathy storytelling design diversity listening promoter economy predictive analytics
  4. 4. relationships are complicated
  5. 5. relationships are very complicated
  6. 6. #RelateLive
  7. 7. #RelateLive
  8. 8. Belinda Parmar Lady Geek CEO @belindaparmar
  9. 9. Unleashing the power of Empathy Belinda Parmar CEO of Lady Geek LADY GEEK
  10. 10. “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?”
  11. 11. LADY GEEK’S EMPATHY BRAND INDEX 151 152 153 154 156 157 158 159 155 160 1 2 3 4 5 TOP10 6 7 8 9 10 BOTTOM10
  12. 12. 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.”
  13. 13. The myths around empathy 1 The power of the empathy nudge2 Why empathy is important 3
  14. 14. CORPORATE EMPATHY IS A COGNITIVE AND EMOTIONAL UNDERSTANDING OF OTHERS’ EXPERIENCES, RESULTING IN APPROPRIATE ACTION.
  15. 15. SOCIAL MEDIA HAS CHANGED EVERYTHING.
  16. 16. Empathyis apredictor of companygrowth. MYTH Empathyis asoft, fluffy tool best relegated to just onedepartment. REALITY
  17. 17. 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. £
  18. 18. Empathy can be measured. Empathy is vague and unquantifiable. MYTH REALITY
  19. 19. AUTHENTICITY BELONGINGREASSURANCE COLLABORATION EMPOWERMENT ETHICS
  20. 20. #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.
  21. 21. 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
  22. 22. THE POWER 
 OF THE NUDGE
  23. 23. UNEMPATHIC EMPATHIC
  24. 24. --JJUUDDYY UNEMPATHIC EMPATHIC
  25. 25. UNEMPATHIC EMPATHIC
  26. 26. UNEMPATHIC EMPATHIC
  27. 27. UNEMPATHIC EMPATHIC
  28. 28. UNEMPATHIC EMPATHIC
  29. 29. UNEMPATHIC EMPATHIC
  30. 30. AvERAgE nuMBEROFWEEKLYMEETIngs vP director Managersof people 27meetings 33meetings 38meetings 15min standup meetings15min standup meetings UNEMPATHIC EMPATHIC
  31. 31. Your PC will restart several times. Sit back and relax UNEMPATHIC EMPATHIC
  32. 32. Windows cannott find the file. Would you like some wine instead?
  33. 33. HEAD OFFICE FRONT LINE UNEMPATHIC EMPATHIC
  34. 34. 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
  35. 35. www.ladygeek.com @ladygeek @belindaparmar #EMPATHYPAYS LADYGEEK
  36. 36. Chris White Hostage Negotiator
  37. 37. "People don't care what you know until they know that you care“ John C. Maxwell
  38. 38. Abraham Harold Maslow(1908-1970) The National Course © HCNU 2008
  39. 39. A Further Need!! • In order to satisfy the other needs we have an overwhelming desire to :- •COMMUNICATE, TO UNDERSTAND AND TO BE UNDERSTOOD.
  40. 40. The Chinese Character ‘to Listen’
 (verb)
 
 Eyes (Focused & Observing) Attention (Focused & Responsive) Open heart (Reflective & non-judgemental) Ears (The means)
  41. 41. 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
  42. 42. Active Listening • Minimal Encouragers • Open Ended Questions • Reflection (Echoing) • Emotional Labels • Paraphrasing • 'I' messages • Effective Silence • Summary
  43. 43. #RelateLive

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