Recommended
Recommended
More Related Content
Similar to NIIT ppt.pptx
Similar to NIIT ppt.pptx (20)
Recently uploaded
Recently uploaded (20)
NIIT ppt.pptx
- 1. Delivering a Smoke-Free Future 1 © Copyright NIIT built for PMI 2022. All Rights Reserved. Webinar 2: Leading with Empathy Delivering a smoke-free future
- 2. 2 How to Create More Psychological Safety at Work? © Copyright NIIT built for PMI 2022. All Rights Reserved. Explain empathy and its stages in the workplace Apply the 4A model of empathy List the ways to show empathetic leadership at workplace Describe the ways to create psychological safety at the workplace
- 3. * Consumer refers to external consumers as well as to internal customers Consumer* First 1. We are passionate about our consumers, relentlessly seeking to understand and delight them. 2. We act upon data-driven insights. 3. We work as one PMI team. 4. We are agile in our Ways of Working. 5. We measure outcomes to further enhance the consumer experience. Forward Looking 1. We are humble and acknowledge we don’t have all the answers. 2. We are curious; we seek input and ideas from diverse sources to continuously improve and innovate. 3. We make timely decisions informed by facts. 4. We take ownership for our decisions, holding ourselves and others accountable. 5. We are persistent and results driven to deliver our Smoke-Free Vision. Empowering People 1. We provide context, clear direction, and measurable objectives. 2. We actively support each other and give the space to deliver. 3. We proactively seek, provide, and act on constructive feedback based on facts. 4. We develop ourselves and others to strengthen our organization. 5. We are inclusive, we champion diversity, and we act with compassion and integrity in everything we do. Leadership Dimensions Indicators © Copyright NIIT built for PMI 2022. All Rights Reserved. 3 How to Create More Psychological Safety at Work?
- 4. ― Daniel Goleman, Emotional Intelligence: Why It Can Matter More Than IQ In a very real sense we have two minds, one that thinks and one that feels © Copyright NIIT built for PMI 2022. All Rights Reserved.
- 5. © Copyright NIIT built for PMI 2022. All Rights Reserved. Leading with Empathy
- 6. Learning to stand in somebody else’s shoes, to see through their eyes, that’s how peace begins. And it’s up to you to make that happen. Empathy is a quality of character that can change the world. © Copyright NIIT built for PMI 2022. All Rights Reserved. – Barack Obama
- 7. © Copyright NIIT built for PMI 2022. All Rights Reserved. It is the ability to reunderstandcognize emotions in others, and to other people's perspectives on a situation. It also enables you to support them through challenging situations. It's one of the five key components of emotional intelligence, and it helps to build trust and strengthen relationships. 7 What is Empathy?
- 8. Why do we need Empathy in the workplace?
- 9. © Copyright NIIT built for PMI 2022. All Rights Reserved. © Copyright NIIT built for PMI 2022. All Rights Reserved. 9 What is empathy?
- 10. It refers to showing up for others This is where trust & safety begins © Copyright NIIT built for PMI 2022. All Rights Reserved. 10 Empathy Leads to Trust & Safety
- 11. • It is important to understand other people's emotions in the workplace. • It helps resolve conflicts, build more productive teams, and improve overall relationships with co-workers, clients, and customers. • It develops through three stages: • Cognitive empathy • Emotional empathy • Compassionate empathy Empathy in the Workplace And sometimes by Just asking "Is everything ok?" © Copyright NIIT built for PMI 2022. All Rights Reserved.
- 12. Karl is working as one of the core team members on a project. He has been upset, as one of his team members has continually commented on his appearance and questioned him about his dressing. As weeks go by, Karl begins to feel uncomfortable in his workplace. He starts to distance himself, and this affects his work. Joyce, his manager, notices a change in Karl’s behavior and wants to know why his work has dipped so badly. She calls him for a meeting where he opens up. Statement 1: “Karl, this is a difficult situation, and I think you’ve shown a lot of courage in how you’re handling things. Let me look into this now.” Statement 2: “Karl, what's the matter? Why has your work dipped so badly? This is leading us to losses.” As a leader how do you feel about: • Statement 1? • Statement 2? © Copyright NIIT built for PMI 2022. All Rights Reserved. 14 Activity: Discussion
- 13. In your department, it is important that your team members come on time. David has been with the company for four years, and he has always been one of the top performers. For the last two months, you noticed he has arrived late to work on several occasions. You decide to talk to him to see what is causing his late arrivals. Statement 1: “David, are you okay? I have been noticing you coming to work late these days. Is there something that you would like to talk about? I’m here to listen.” Statement 2: “David, I have noticed you have been coming to work late on several occasions. This is not expected of you who has been with the company for so long. Why can’t you be on time?” As a leader how do you feel about: • Statement 1? • Statement 2? © Copyright NIIT built for PMI 2022. All Rights Reserved. 14 Activity: Discussion
- 14. Max is one of your team members who is exceptionally punctual and meticulous with his work. One day, he reached the office in an exasperated mood. You see him and strike a conversation. Max shares that he has been having a bad day since morning. Max: “I can’t believe this happened to me. First, my kids spilled coffee on my new shirt during breakfast. Then, when I was about to leave, I saw that my car had a flat tyre and had to repair it. To top it all off, my system would not start when I reached here at work. Statement 1: “Oh my god, that’s awful. At least, you can focus on your tasks now and complete your deadline.’’ Statement 2: … How do you feel about statement 1? Is it an empathetic statement? • Create statement 2 and share. © Copyright NIIT built for PMI 2022. All Rights Reserved. 14 Activity: Discussion
- 15. • A few statements will be shown on the screen, sort the statements as either empathetic or nonempathetic. • Be prepared to share: • Which statements are empathetic and why? • How can we change the nonempathetic statements into empathetic ones? Activity © Copyright NIIT built for PMI 2022. All Rights Reserved.
- 16. Thank you for informing me about the situation. It’s clear that this has affected how you are handling work. You need to put your emotions aside and move on. © Copyright NIIT built for PMI 2022. All Rights Reserved. 16 Activity No one else has ever had a problem finishing this task. What do you need me to do for you? That sounds really challenging. It’s perfectly understandable that you would react like that. Cheer up! Every cloud has a silver lining. I would feel upset in that situation too.
- 17. the ‘’other’’ person for bringing an idea/concern to your attention. once you ‘’see’’ why others believe what they believe. that you will do your best to make changes/provide information, whatever be the case. the ‘’others’’ point of view. This helps connect faster and better. Step 1: Acknowledge Step 2: Appreciate Step 3: Affirm Step 4: Assure © Copyright NIIT built for PMI 2022. All Rights Reserved. 17 What Is Psychological Safety at Work?
- 18. Agree who is best placed to be the team member Practice the conversation Manager briefs on team member context Observer: capture & share what you hear, what you see, what you feel Team member: Be realistic but throw in a few challenges! Total time - 45 min 10 min conversation & feedback/observations Each person practices having the conversation 45 min © Copyright NIIT built for PMI 2022. All Rights Reserved. 18 What Is Psychological Safety at Work?
- 19. Scenario 1 Mike is a senior team member. Today, during the team huddle, as the allocation of tasks was being discussed, he suddenly showcased an inappropriate burst of anger. You his manager feel that other team members got upset with his behavior and decide to have a conversation with Mike. Scenario 2 Maya is the team leader. Her team is entrusted with an important project. The project hit some unexpected trouble and now Maya and her team have to stretch themselves to meet the deadline. Tara had applied for a weeklong leave the previous month. Thinking that the project will be almost completed by then, Maya had approved the leave. Now Maya wants Tara to cancel or postpone her leave. Scenario 3 A team member has missed her last two deadlines. When she does get the task done, it’s of reasonable quality; however, the work is taking longer than you think it should. © Copyright NIIT built for PMI 2022. All Rights Reserved. © Copyright NIIT built for PMI 2022. All Rights Reserved. 19 Activity: Breakout
- 20. An empathetic leader maintains a genuine interest in coworkers’ lives, challenges, and overall feelings. They interact with others in a way that makes their teammates feel valued and respected. An empathetic leader: • Recognizes the emotional needs of team members • Promotes unity and cultural diversity • Desires to understand expectations • Listens actively © Copyright NIIT built for PMI 2022. All Rights Reserved. 20 Activity: Breakout
Editor's Notes
- Duration: 1 min Do: Welcome participants, introduce yourself as the facilitator.
- Duration: 2 mins Do: Ask participants to answer this question and make a discussion out of it, leading to the importance of empathetic leadership, given on the next slide.
- 10 mins Note to trainer: Please read through the document PMI Leadership Model Positioning Deck. Please note to link topics with the three dimensions and keep checking with participants after finishing a topic on how the topic can lead them to be consumer first, forward looking, and in empowering people.
- Duration: 6 min Do: Read out the quote. Say: Now let us explore how to develop a growth mindset. An example: Unlocking Growth Through Creativity and Experimentation: A Tale This story goes back to a time when a group of Japanese engineers proudly unveiled the latest model of the bullet train, they didn’t anticipate the downside of the high speed! The new train came zooming out of tunnels so fast, that it created a sonic BOOM! The sound was clearly out of regulation, putting the new train at the risk of getting decommissioned. Company engineer Eiji Nakatsu recognized that the sound came from the train emerging from the tunnel (low pressure environment) and hitting the higher air pressure outside. He went in search of an analogy. Nakatsu was also a bird watcher who knew that a kingfisher bird could enter the water without creating a ripple. The long-wedged shape of a kingfisher’s beak allowed it to move seamlessly from air into water. He designed the front of the train to mimic the kingfisher’s beak! The connection he made not only resolved the noise problem, but it also let the train use 15% less electricity and travel 10% faster. Learning Points Observation is the key to solve any problem but only if that problem bugs you. Unusual expression of simple observations leads to creative solutions. Challenging circumstances can unleash creative ideas.
- Duration: 1 min Say: Understanding is key to having empathy. Understanding is the difference between knowing something and truly empathizing with it. If you catch yourself saying, “I know, but,” a lot, take that as an indicator that you should pause a bit more. When someone tells you about an experience that’s not your own, take some time to mull over how your life might be different if you experienced that on a daily basis. So, let’s understand what is empathy with a quote.
- Duration: 6 min Do: Read out the quote. Say: Now let us explore how to develop a growth mindset. An example: Unlocking Growth Through Creativity and Experimentation: A Tale This story goes back to a time when a group of Japanese engineers proudly unveiled the latest model of the bullet train, they didn’t anticipate the downside of the high speed! The new train came zooming out of tunnels so fast, that it created a sonic BOOM! The sound was clearly out of regulation, putting the new train at the risk of getting decommissioned. Company engineer Eiji Nakatsu recognized that the sound came from the train emerging from the tunnel (low pressure environment) and hitting the higher air pressure outside. He went in search of an analogy. Nakatsu was also a bird watcher who knew that a kingfisher bird could enter the water without creating a ripple. The long-wedged shape of a kingfisher’s beak allowed it to move seamlessly from air into water. He designed the front of the train to mimic the kingfisher’s beak! The connection he made not only resolved the noise problem, but it also let the train use 15% less electricity and travel 10% faster. Learning Points Observation is the key to solve any problem but only if that problem bugs you. Unusual expression of simple observations leads to creative solutions. Challenging circumstances can unleash creative ideas.
- Duration: 6 min Do: Read out the quote. Say: Now let us explore how to develop a growth mindset. An example: Unlocking Growth Through Creativity and Experimentation: A Tale This story goes back to a time when a group of Japanese engineers proudly unveiled the latest model of the bullet train, they didn’t anticipate the downside of the high speed! The new train came zooming out of tunnels so fast, that it created a sonic BOOM! The sound was clearly out of regulation, putting the new train at the risk of getting decommissioned. Company engineer Eiji Nakatsu recognized that the sound came from the train emerging from the tunnel (low pressure environment) and hitting the higher air pressure outside. He went in search of an analogy. Nakatsu was also a bird watcher who knew that a kingfisher bird could enter the water without creating a ripple. The long-wedged shape of a kingfisher’s beak allowed it to move seamlessly from air into water. He designed the front of the train to mimic the kingfisher’s beak! The connection he made not only resolved the noise problem, but it also let the train use 15% less electricity and travel 10% faster. Learning Points Observation is the key to solve any problem but only if that problem bugs you. Unusual expression of simple observations leads to creative solutions. Challenging circumstances can unleash creative ideas.
- Duration: 6 mins Facilitator’s Notes: Click the start button to begin the video on the screen. The video is by a renowned American research professor, lecturer, author, and podcast host Brene Brown. Ask: Thinking about the message in the video. What resonates with you and what are your takeaways? Please encourage participants to share. Change Slide
- Duration: 1 min
- Duration: 3 mins Do: Read the points given on the slide to the participants. Say: Understanding other people's emotions is a key skill in the workplace. It can enable us to resolve conflicts, to build more productive teams, and to improve our relationships with co-workers, clients and customers. According to influential psychologist Daniel Goleman, empathy is one of the five key components of emotional intelligence – a vital leadership skill. It develops through three stages: cognitive empathy, emotional empathy and compassionate empathy. We discuss each stage in turn, below. Cognitive empathy refers to the ability to understand what the other person might be thinking or feeling. It does not depend on emotional engagement by the observer. Emotional empathy refers to the ability to understand the feelings of the other person. It is also called "affective empathy" because it affects people in the workplace and creates a genuine rapport among them. Compassionate empathy refers to the ability to develop a concern for the other person, understand their emotional pain, and take practical steps to reduce it. Now, let us understand the application of this concept with the help of an activity.
- Duration: 6 mins Do: Ask the participants how they could handle the situation differently. Jot down all their responses using the Whiteboard tool. Expected responses: Encourage work-life balance Understand the problems of an over-worked employee Promote flexibility related to work hours Provide some time off for mental and physical rejuvenation Do: Summarize how leaders can help their team members based on the key points shared by the participants.
- Duration: 6 mins Do: Ask the participants how they could handle the situation differently. Jot down all their responses using the Whiteboard tool. Expected responses: Encourage work-life balance Understand the problems of an over-worked employee Promote flexibility related to work hours Provide some time off for mental and physical rejuvenation Do: Summarize how leaders can help their team members based on the key points shared by the participants.
- Duration: 6 mins Do: Ask the participants how they could handle the situation differently. Jot down all their responses using the Whiteboard tool. Expected responses: Encourage work-life balance Understand the problems of an over-worked employee Promote flexibility related to work hours Provide some time off for mental and physical rejuvenation Do: Summarize how leaders can help their team members based on the key points shared by the participants.
- Duration: 14 mins Note to trainer: The statements given on the next slide need to be created as a “Scales” activity on mentimeter. Sample: https://www.menti.com/alk9a6mxvg6g Say: Let’s perform an activity based on empathetic statements. Consider the statements given on next slide and identify each statement to be empathetic or non-empathetic. Do: Click on the next slide for the statements to appear on the screen. Prompt a few participants to share their answers.
- Contd. Ask the participants randomly to sort the above statements as either empathetic or nonempathetic and to share their analysis with everyone. Say: It can be particularly difficult to show empathy for someone else, when you don’t agree with them, if they are annoying to you, or if you want them to know that you are in charge. However, it is still important to acknowledge that you understand their feelings first before moving on. It will make the conversation and situation much easier. Put yourself inside of the other person’s “shoes” so you can experience what that might be like. Sense what the other person is worried about even if s/he can’t express it in words. Show that you take them seriously by making eye contact and nodding. Simply recognizing, understanding and verbalizing the other person’s concerns can significantly improve the situation. Acknowledge their emotions and the difficulty of the situation even if you don’t have a solution. You are aware of the difference between being empathetic and non-empathetic at work, but do you know how to develop empathy in the workplace?
- Duration: 5 mins ACKNOWLEDGE – Acknowledging improves relationships and often deepens emotional intimacy. Acknowledge that they have struggled, you do not have to fix a situation; you do not have to say the perfect thing to fix the problem. They are just looking to connect with someone who might have an idea of where they are emotionally and understanding that the person has an issue and are quite upset about it. APPRECIATE – Appreciation is a source of encouragement. The most effective way to empathize a person is through appreciation. The easiest, simplest and most effective way of appreciating someone by smiling or saying a kind word about them and encouraging them to keep their lead. It also makes what is excellent in others belong to us as well. AFFIRM: Affirmation is caring about other people’s feelings. A positive affirmation can be used to improve empathy towards others. Express the connection that you found when you listened. Affirmation is built by an emotional support or encouragement. ASSURE: The positive approach of making the opponent speaker feel that everything is going to be alright. An uncomplicated way to build a connection is by offering simple words like “you are not alone”, “thank you for sharing”, “we are here if you need to talk”. Present yourself to listen to them and assure them of being sensitively aware.
- Duration: 45 mins (In the room for 30 minutes, 10 per person as manager) Do: Split the participants into groups of 3 Give them 10 minutes each to practice the 4 A’s of empathy using the situations Switch
- Duration: 2 mins Do: Read the definition and points given on the slide. Say: How can you define an empathetic leader? An empathetic leader is one who has a genuine interest in his/her team members’ lives, the challenges they face, and their overall feelings. This kind of leader makes an effort to understand their situations and what they are going through, in order to offer support and help. Empathy is a key element of servant leadership as well although not all empathetic leaders practice servant leadership. Overall, an empathetic leader interacts with others in a way that leaves them feeling safe and cared for, and as though they have a connection based on trust. Empathetic leaders can show excellent communication and active listening skills while learning about team members' experiences and behaviors. Demonstrating these skills can inspire team members to enhance their own communication skills to build more empathy in the workplace. Empathy allows a leader to understand employee behaviors and individualize strategies for increasing work efficiency and productivity. It is a key element of servant leadership, a management style in which you focus on your team’s growth and well-being to put their needs first. The theory is that instead of employees serving the leader, the leader serves the employees. Do: Ask participants the question shown on the next slide.