WEBVTT 00:00:12.390 --> 00:00:15.470 Good morning, everybody. It is 2 a .m. How's 00:00:15.470 --> 00:00:17.730 everybody doing this morning? We're going to 00:00:17.730 --> 00:00:19.410 pick up where we left off on essential skills, 00:00:19.550 --> 00:00:21.629 talking about empathy, where we left off at number 00:00:21.629 --> 00:00:27.579 three. Having a service orientation. This is 00:00:27.579 --> 00:00:30.260 primarily aimed at work situations. Having a 00:00:30.260 --> 00:00:32.380 service orientation means putting the needs of 00:00:32.380 --> 00:00:35.359 customers first and looking for ways to improve 00:00:35.359 --> 00:00:39.840 their satisfaction and loyalty. People who have 00:00:39.840 --> 00:00:41.700 this approach will go the extra mile for customers. 00:00:41.799 --> 00:00:43.700 They will generally understand customer needs 00:00:43.700 --> 00:00:47.200 and go out of their way to help meet them. In 00:00:47.200 --> 00:00:49.899 this way, they can make a... They can become 00:00:49.899 --> 00:00:51.939 a trusted advisor to customers, developing a 00:00:51.939 --> 00:00:53.399 long -term relationship between the customer 00:00:53.399 --> 00:00:56.439 and the organization. This can happen in any 00:00:56.439 --> 00:00:59.619 industry or in any situation. It's just more 00:00:59.619 --> 00:01:03.600 commonly noted in the food industry. Let me give 00:01:03.600 --> 00:01:07.040 you an example. Mercedes -Benz doesn't... How 00:01:07.040 --> 00:01:09.299 do I put it? The car manufacturer is no longer 00:01:09.299 --> 00:01:11.159 interested in achieving customer satisfaction. 00:01:14.540 --> 00:01:17.269 It's not that it's not important to them. It's 00:01:17.269 --> 00:01:19.310 actually quite the opposite. It means that the 00:01:19.310 --> 00:01:20.909 customer experience is so important that the 00:01:20.909 --> 00:01:23.510 satisfaction is just not enough. Instead, the 00:01:23.510 --> 00:01:27.450 company wants its customers to feel delighted 00:01:27.450 --> 00:01:31.090 by their experience with Mercedes. The company's 00:01:31.090 --> 00:01:33.189 president and CEO believe that engaging Mercedes 00:01:33.189 --> 00:01:38.609 employees is the key to achieving that, if they 00:01:38.609 --> 00:01:42.769 can make their employees more engaged. For example, 00:01:42.909 --> 00:01:45.590 a recent company poll found that 70 % of the 00:01:45.590 --> 00:01:47.390 employees had never even driven a Mercedes to 00:01:47.390 --> 00:01:51.629 start with. So they're now being given the opportunity 00:01:51.629 --> 00:01:54.030 to do so so that they can better empathize with 00:01:54.030 --> 00:01:55.829 customers and therefore engage with them more 00:01:55.829 --> 00:01:58.510 effectively. Can't really engage with a customer 00:01:58.510 --> 00:02:01.310 about a topic or buy a product that you don't 00:02:01.310 --> 00:02:03.109 even know anything about and have not driven 00:02:03.109 --> 00:02:06.420 yourself. There are many non -work situations 00:02:06.420 --> 00:02:08.580 which require us to help others in some way, 00:02:08.659 --> 00:02:11.319 where putting their needs center stage may enable 00:02:11.319 --> 00:02:13.099 us to see the situation differently and perhaps 00:02:13.099 --> 00:02:18.000 offer more useful support and assistance. And 00:02:18.000 --> 00:02:20.219 with that, that brings us to number four, leveraging 00:02:20.219 --> 00:02:24.139 diversity. Leveraging diversity means being able 00:02:24.139 --> 00:02:26.199 to create and develop opportunities through different 00:02:26.199 --> 00:02:28.580 kinds of people, recognizing and celebrating 00:02:28.580 --> 00:02:30.240 that we all bring something different to the 00:02:30.240 --> 00:02:37.539 table. In the exact same way. But you tailor. 00:02:38.539 --> 00:02:41.360 The way you would. The way you interact with 00:02:41.360 --> 00:02:43.319 others. To fit with their needs and feelings. 00:02:44.120 --> 00:02:47.460 People with this skill. Respect and relate well 00:02:47.460 --> 00:02:49.180 to everyone. Regardless of their background. 00:02:49.719 --> 00:02:52.780 So as a general rule. They see diversity as an 00:02:52.780 --> 00:02:55.280 opportunity. Understanding that diverse teams. 00:02:55.360 --> 00:02:58.379 Work much better than teams. That are more homogeneous. 00:02:59.719 --> 00:03:02.860 As such. People who are good at leveraging diversity. 00:03:03.080 --> 00:03:07.659 Also challenge. uh intolerance bias and stereotyping 00:03:07.659 --> 00:03:10.479 when they see it and create an atmosphere that 00:03:10.479 --> 00:03:15.479 is respectful towards everybody with that being 00:03:15.479 --> 00:03:19.460 said after a short break here i'm going to cover 00:03:19.460 --> 00:03:22.199 the dangers of stereotyping real quick within 00:03:22.199 --> 00:03:38.469 this topic So, stereotyping. There are a lot 00:03:38.469 --> 00:03:42.969 of dangers with this. Claude Steele, a psychologist 00:03:42.969 --> 00:03:45.689 at Stanford University, did a series of tests 00:03:45.689 --> 00:03:48.250 about stereotypes. He asked two groups of men 00:03:48.250 --> 00:03:51.210 and women to take math tests. The first group 00:03:51.210 --> 00:03:53.629 was told that men usually do better in such tests 00:03:53.629 --> 00:03:55.849 than women. The second group was told nothing. 00:03:56.430 --> 00:03:59.150 In the first group, where people had been reminded 00:03:59.150 --> 00:04:01.270 about the stereotype, the men performed significantly 00:04:01.270 --> 00:04:03.919 better than the women. There was no difference 00:04:03.919 --> 00:04:08.319 in the second group. Steele suggested that being 00:04:08.319 --> 00:04:10.479 reminded of the stereotype activated emotional 00:04:10.479 --> 00:04:13.680 centers in the brain, resulting in anxiety amongst 00:04:13.680 --> 00:04:15.379 the women, which affected their performance. 00:04:16.160 --> 00:04:18.699 This shows how dangerous stereotyping can be, 00:04:18.860 --> 00:04:22.360 and how they can have a very real effect on performance. 00:04:32.350 --> 00:04:34.610 major emotional drawbacks in a lot of people 00:04:34.610 --> 00:04:37.449 but it can cause a lot of hatred and resentment 00:04:37.449 --> 00:04:40.329 towards people which makes it nearly impossible 00:04:40.329 --> 00:04:43.750 to even show any form of empathy or any kind 00:04:43.750 --> 00:04:47.350 of sympathy whatsoever usually can end up leading 00:04:47.350 --> 00:04:50.290 to even worse situations than before creating 00:04:50.290 --> 00:04:53.550 a very negative atmosphere and this is not very 00:04:53.550 --> 00:04:55.569 positive for a lot of environments and it's not 00:04:55.569 --> 00:04:58.790 great for workflow or for the environment of 00:04:58.790 --> 00:05:02.500 that you work in or live in So with that, let's 00:05:02.500 --> 00:05:04.319 move on to number five, political awareness. 00:05:04.660 --> 00:05:09.139 Many people view political skills as manipulative, 00:05:09.240 --> 00:05:12.959 okay? But in its best sense, political means 00:05:12.959 --> 00:05:15.759 sensing and responding to a group's emotional 00:05:15.759 --> 00:05:18.480 undercurrents and power relations. Political 00:05:18.480 --> 00:05:21.379 awareness can help individuals to navigate organizational 00:05:21.379 --> 00:05:23.779 relationships effectively, allowing them to achieve 00:05:23.779 --> 00:05:26.680 where others may previously have failed, okay? 00:05:27.560 --> 00:05:30.399 um keep in mind that political awareness in itself 00:05:30.399 --> 00:05:32.360 is its own topic i just wanted to make sure i 00:05:32.360 --> 00:05:35.819 cover that real quick before moving on empathy 00:05:35.819 --> 00:05:39.339 sympathy and compassion there's a important distinction 00:05:39.339 --> 00:05:41.740 between the three of them okay both compassion 00:05:41.740 --> 00:05:44.439 and sympathy are about feeling for someone um 00:05:44.439 --> 00:05:46.860 seeing their distress and realizing that they 00:05:46.860 --> 00:05:49.790 are suffering compassion in its own right, has 00:05:49.790 --> 00:05:52.329 taken an element of action that is lacking in 00:05:52.329 --> 00:05:54.730 sympathy, but the root of the word is basically 00:05:54.730 --> 00:05:58.790 the same. Empathy, however, in contrast, is about 00:05:58.790 --> 00:06:01.870 experiencing those feelings for yourself, as 00:06:01.870 --> 00:06:04.069 if you were the person through the power of imagination. 00:06:04.550 --> 00:06:07.709 This is the whole point of empathy in the first 00:06:07.709 --> 00:06:11.470 place. Let me cover three types of empathy real 00:06:11.470 --> 00:06:16.709 quick. Psychiatrists have identified three types 00:06:16.709 --> 00:06:20.319 of empathy. Cognitive empathy, emotional empathy, 00:06:20.579 --> 00:06:23.819 and compassionate empathy. Cognitive empathy 00:06:23.819 --> 00:06:26.480 is understanding someone's thoughts and emotions 00:06:26.480 --> 00:06:29.879 in a very rational rather than emotional sense. 00:06:30.120 --> 00:06:33.519 Whereas emotional empathy, as is known by its 00:06:33.519 --> 00:06:39.639 title, is an emotional contingent. It is catching 00:06:39.639 --> 00:06:42.560 someone else's feelings so that you literally 00:06:42.560 --> 00:06:46.259 feel them too. Now, while I don't really condone 00:06:46.259 --> 00:06:49.560 this version of empathy as it does make you feel 00:06:49.560 --> 00:06:52.259 the exact same pain they do as if you were them 00:06:52.259 --> 00:06:54.779 completely, it does help you better understand 00:06:54.779 --> 00:06:57.420 the other person and realize that the grass isn't 00:06:57.420 --> 00:07:00.060 always greener on the other side. And then the 00:07:00.060 --> 00:07:03.019 last one is compassionate empathy is basically 00:07:03.019 --> 00:07:05.399 understanding someone's feelings and taking the 00:07:05.399 --> 00:07:08.660 appropriate actions to help them without the 00:07:08.660 --> 00:07:14.509 other underlining effects. So, towards empathy 00:07:14.509 --> 00:07:17.410 in its right, it may not always be easy or even 00:07:17.410 --> 00:07:20.170 possible to empathize with others, but through 00:07:20.170 --> 00:07:22.370 good people, skills, and some imagination, we 00:07:22.370 --> 00:07:25.610 can work towards more empathetic feelings. Research 00:07:25.610 --> 00:07:28.629 has suggested that individuals who can empathize 00:07:28.629 --> 00:07:31.550 enjoy better relationships with others and greater 00:07:31.550 --> 00:07:35.009 well -being through life. As Barack Obama put 00:07:35.009 --> 00:07:38.430 it back in 2006, before everything went to hell, 00:07:38.509 --> 00:07:42.750 I think we shall... And I'm going to quote him 00:07:42.750 --> 00:07:46.589 here. I think we should talk about our empathy 00:07:46.589 --> 00:07:50.069 deficit. The ability to put ourselves in someone 00:07:50.069 --> 00:07:52.509 else's shoes to see the world through the eyes 00:07:52.509 --> 00:07:54.670 of those who are different from us. The child 00:07:54.670 --> 00:07:57.290 who's hungry, the steel worker who's been laid 00:07:57.290 --> 00:08:00.910 off, the family who's lost the entire life. They 00:08:00.910 --> 00:08:03.649 built together when the storm came to town. When 00:08:03.649 --> 00:08:06.389 you think like this, when you choose to broaden 00:08:06.389 --> 00:08:10.139 your admit. of concern and empathize with the 00:08:10.139 --> 00:08:12.779 plight of others, whether they are close friends 00:08:12.779 --> 00:08:15.439 or distant strangers, it becomes harder not to 00:08:15.439 --> 00:08:19.379 act and harder not to help. And despite everything 00:08:19.379 --> 00:08:22.759 that happened during his presidency, he brings 00:08:22.759 --> 00:08:26.740 up a very valid point. Just wanted to make sure 00:08:26.740 --> 00:08:33.679 I covered that. Now, that's it for the rest of 00:08:33.679 --> 00:08:37.879 this podcast for this episode. However, I brought 00:08:37.879 --> 00:08:40.940 up the three types of empathy. So before we close 00:08:40.940 --> 00:08:43.940 the door on this particular topic, in our next 00:08:43.940 --> 00:08:46.179 episode, we'll cover those three types of empathy 00:08:46.179 --> 00:08:48.480 in a little more detail, and then we'll move 00:08:48.480 --> 00:08:51.580 on to our next topic. Thank you for listening, 00:08:51.720 --> 00:08:53.299 and enjoy the rest of your day.