How to Answer Phones the Right Way
There is a right way to answer phones, and it can make a big difference for all involved.
Posts Tagged: empathy
How Empathy Helps Inclusion
How can we be more inclusive of people and things we don’t warm up to? How can we be more curious about their differences? After all, don’t their differences matter just as much as our differences? How can we get into their world and see how those differences make sense to them even though they… Read more »
Empathy: What Hiring Managers Want Most
More than anything, FCC CIO David Bray wants employees who exude empathy. In an interview with GovLoop, he shared how empathy bridged a divide within his agency and how it guides the way he interacts with his team.
Want to Lead Change? Be Ready for Friction
David Bray, Chief Information Officer at the Federal Communications Commission, offered several tips for addressing friction on the road to change.
3 Ways to Practice Empathy
Last week I was in the Philippines on a work trip with a client agency. Having done quite a bit of research on empathy for a blog post last month, I decided to practice some of the tips I uncovered during my time away from the office. It was the perfect opportunity because the clientRead… Read more »
Are You Choosing Empathy?
There has been quite a bit of conversation about empathy over the past few years. Studies show its benefits in improving relationships, team dynamics and the social development of our children. At the same time, a body of research reveals that empathy often fails when needed most, like after large scale disasters and with peopleRead… Read more »
Snitches, Cultural Interpretation and Inclusion
I used to be a prison chaplain. I got very familiar with the phrase “snitches get stiches.” Among people doing time, blowing the whistle on someone was the vilest symbol of disloyalty. We see this “keep it in the family” culture in other settings particularly among male athletes. The notion that what happens in theRead… Read more »
Going Undercover
“You never really know a man until you understand things from his point of view, until you climb into his skin and walk around in it.” (Lee, 1960) “Undercover Boss” is one of my TV guilty pleasures. The premise of each episode is simple: the head of a large organisation leaves their ivory tower toRead… Read more »
Star Trek Foretells Customer Empathy
Remember the Empath on Star Trek? It was the name of an episode and a character on the original series. It aired in 1968. Empathy was central to the identity of a mind-reading alien. (She was a sort of super-empath who used her powers to absorb the injuries of others by taking them on herself.Read… Read more »
Leadership and Empathy
George Mason University and Arlington Economic Development presented a panel discussion on Empathy in Business. It focused on empathy as an asset and whether this is an element of what makes a leader great. The panel composition: Jonathan Aberman, of Amplifier Ventures as moderator; Carly Florina, former CEO of HP; Dr. Angel Cabrera, president ofRead… Read more »