Understanding why empathy matters

- Empathy is about understanding other people and connecting with their experiences. Over the summer four interns were working in sales at a financial services company. They sat among all the other sales professionals in a large, open-plan office. At the end of August, there are a round of layoffs. After being notified by HR, some sales people who are let go went back to their desks, visibly upset. Others simply never returned. Sitting at their desks the whole time, the interns were affected by these emotional reactions and disappearances. Happening at the end of their internship at the company, what was their lasting impression? Would they want to get a job there later on? Layoffs are difficult and impact everyone involved, including those who remain or interns who are prospective hires. How could this have been dealt with differently? Take an empathetic approach. Empathy is the ability to put yourself in someone else's shoes and feel what they are feeling. If you understand someone else's point of view and what they're experiencing, you can use that knowledge to adapt how you respond, such as develop or modify a suitable plan. It is called a soft-skill. However, empathy enables you to become more aware of others, and be in a stronger position when you recognize and can connect with other people's perspectives and feelings. Whether they are colleagues and team members, or prospective and existing customers, you are better equipped to respond in a positive and productive way when you have a good sense of how they view a situation or problem they are facing. We use empathy frequently in our personal lives, but not our professional lives. Traditionally, it has been acceptable to treat colleagues or clients in a more transactional way. It isn't personal, it's business. However, it is important to realize that the absence of empathy has resulted in misinterpretations and miscommunications. Have you ever read a client's email and were completely off-base with your answer? Has there ever been a time when you have misjudged a team member's reaction and it was uncomfortable? It has happened to all of us. Maybe you were too busy or not paying enough attention. But then you also had to take more time to fix it. Instead, if we make an effort to practice empathy at work, we can improve interpersonal interactions and enhance outcomes substantially. As communications go more smoothly, collaboration is more productive, and relationships deepen. A self-reinforcing, positive cycle is created. Try it today. Use a more empathetic approach in your next conversation with a new prospect or colleague. Think about what is going on with them, and how they see things. And adapt your responses. Discover how that benefits your interaction and results.