Empathy in the Work Force Between Employers, Supervisors, Employees and Customers Can Improve the Growth of a Company

Empathy in the Work Force between Employers, Supervisors, Employees and Customers can improve the Growth of a Company

TABLE OF CONTENTS

EXECUTIVE SUMMARY……………………………………………………………………...iii

I. INTRODUCTION………....................................................…………………………1

a. Background information………………………………..………………………....1

b. Scope and limitations...…………………………………………………………....2

c. Research Methods………….……………………………………………………..2

II. IMPLEMENTING EMPATHY IN THE WORKFORCE………...………….……....3

a. Open Empathy……………………………………………...……..…….…….3

b. Active Leadership………………………………………………..…….……...3

c. Customer Relationships……………………. …………………..…….………4

III. COMMUNICATION……………..……………………………………..……..……..5

a. Positive communication………………………………………..……..………5

b. Disengaged and engaged listening………..……………………..…..………...6

c. Empathetic listening……………………………………………..…….……...6

IV. CONCLUSIONS …….………………………………….………..……………..…..7

V. REFERENCES………………………………………..……………………………..8

EXECUTIVE SUMMARY

The purpose of this report is to prove that implementing empathy in the work force between employers, supervisors, employees and customers can improve the growth of a company. This report covers the correct way to implement empathy in an organization through techniques like open-empathy, active leadership roles, and customer relationships. In addition it covers how to improve communication by using positive language and interaction, engaged listening, and empathetic listening. Although these techniques prove to be effective, implementation must be done slowly and strategically in order for customers and employees to fully benefit from the effects of empathetic actions within the workplace.

INTRODUCTION

The purpose of this report is to prove that implementing empathy in the work force between employers, supervisors, employees and customers can improve the growth of a company. In addition to this, it can improve the company’s overall well-being and give it a positive reputation and image. According to the Merriam-Webster definition, empathy is the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner. It also encompasses how to use it every day so that it becomes part of their daily lives. Having employees and customers understand what empathy is and how they can implement it in their lives and in their workplaces can have a significantly positive impact on the organization. Improving communications skills through conversations will benefit the relationship between co-workers and employee-customer relationships. Using empathy will strengthen relationships with everyone because it will create the ability to feel someone else’s emotions. This will allow people to feel compassion, acknowledged and understood.

Background

Jack Stack and 12 co-workers were able to acknowledge the need for change at the Springfield Remanufacturing Center they bought out in 1986. They realized that the company needed to change their operations so they upgraded Springfield Remanufacturing Center’s system which improved their financial systems and decision making. In the process they developed open-book management; this helped the company grow because it created an Open-Empathy Organization. This allows the staff to see how their work in the office impacts customers, which inspires workers to do better. To see the books adds value because it allowed “member[s] of an organization [to] have a first-hand sense of what people need, how their company solves those needs, and how what they do as individuals can add or subtract value” (Patnaik and Mortenses 54). With this new process they received increased sales by 40%, but through all this companies realized that this is not the key to long term success, it “[…]depends on knowing as much as they can about the people […]” in the company and who they serve.

Scope and limitations

This report was split into two categories. It looks at the possibilities of implementing empathy in the work place using online portals, leadership roles, and posting information in the building. In the other category it looks at the communication aspect such as showing awareness, acknowledgment, compassion, receptivity, openness, and understanding. This report does not explain a company’s growth that isn’t related to empathy.

Research Methods

The results were found by researching empathy and narrowing it down to job specific advantages. This will allow the company to understand how they can use them to boost their development. Research was also done on effective ways of learning empathy, what the best way of implementing it is, and how to express these emotions through interactions. The results found were also based on what makes a good leader and management team.

IMPLEMENTING EMPATHY IN THE WORKFORCE

Open Empathy

The implementation process of empathy is more important than simply being given the knowledge of how to be empathetic. This is the most crucial