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What is Human About Empathy In Your Communication ?

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Without a doubt, you’ll agree that we need to be empathetic in the way we communicate.

Have you ever been frustrated and at your wit’s end by the way a person communicates with you?

I have wasted 45 minutes of my time on the phone with your customer service and now I call again and after selecting the right options, I am transferred to the switch board. “Sorry madam, since you asked for a specific person’s name, you got transferred to the switch board.” I asked for John because that is whom I was in conversation with before which he either disconnected the phone or the line was cut off. I don’t wish to repeat my story to another customer service after having spent 45 minutes on the phone with John, before that an entire week going back and forth on emails with your company and yet, the matter has not been resolved. So, can you please transfer me to John.

“Madam I understand, do you have John’s full name.” No I don’t. My name is Lalita Raman and my case no is xxxxx, if that helps.

This was my conversation with one of the international and renowned newspapers with whom I was trying to renew my on-line subscription.

The switch board operator heard me out patiently and mentioned he will try to find the person who had serviced me. After putting me on hold for 5-7 minutes, he said there is no one by the name of John but the person I had spoken to was Jomar and he was busy on the other line. I continued to express my frustration. Wilson, the switch board operator patiently listened to me and he said he could take my number down and said he will assure that Jomar gives me a call back within 20 minutes. At this point in time my irritation levels were super high. He then asked if he could have Jomar’s supervisor to speak with me since she was available and that she had been briefed on my query and the frustration over the level of service.

That response immediately calmed me down and I felt, wow, here is a person who has gone beyond his call of duty and not only understood my frustration but had made an effort to find out the person who serviced me, his supervisor’s name and had made sure that the supervisor was up to date on the issue that I was facing. That sense of understanding on his part brought my Amygdala under control. I thanked him.

I then spoke to the supervisor and she immediately said “Madam I apologize for your experience and I don’t want our company to lose you as a customer. My system is very slow so though you have already spent an immense amount of time on the phone and email with us, you’ll have to bear with me before I can get your details on the computer screen. What I can assure you is that I can give you a discount, the amount I can confirm once the system is up, and I will enquire into why your email was not responded to despite follow ups from your end. Madam, I would not like to be treated the way you were treated. Any time you need help, I am the supervisor on shift at night-time and I will be here. So please feel free to call or email me.”

I instantly connected with her because of the genuine interest she showed in me and my issue and her sincerity in helping me out.

I chatted with her for some time asking her why she always worked night shifts and how long she has been in her current role, etc.

Once her system was up she was able to confirm the amount, answer my query and she kept up her word of sending an email to me confirming the renewal amount, and that she will call me on July 30.

Why did I connect with her?

She cared for me and that was evident by the way she started her conversation with me and her honesty. She did not give the usual company one line clichés or slogans of “we are sorry for the inconvenience caused and we apologize. How can I help you?”

She understood what her company had put me through, my frustration and she took control of the situation by listening to understand and provide a solution that mattered to me. That was Human.

She not only listened with her ears but She showed EMPATHY. Deep listening is not only about hearing with our ears but connecting at a deeper level.

Why is Empathy Important – 7 Reasons

1. Emotion

We are emotional beings and no matter whom you are conversing with, be it your customer or colleague or boss or friend or a person assisting you at the supermarket check-out, remember that they are human.

Each of us have ups and downs in our day and understanding each other in that moment goes a long way in making an emotional connection. Both Wilson and the lady supervisor on shift connected with me because they understood what I was going through.

2. Mirror

Neuroscientist Giacomo Rizzolatti, MD, who with his colleagues at the University of Parma first identified mirror neurons, says that the neurons could help explain how and why we “read” other people’s minds and feel empathy for them. Mirror neurons are one key to understanding how human beings survive and thrive in a complex social world, says neuroscientist Vittorio Gallese, MD, PhD, one of Rizzolatti’s colleagues at the University of Parma. “It seems we’re wired to see other people as similar to us, rather than different,” Gallese says. “At the root, as humans we identify the person we’re facing as someone like ourselves.”

The supervisor felt and understood my pain and that was evident in the way she framed her conversation with me, which was full of sincerity. She proved she was committed by letting me know that she was sorry, she has a solution and that unfortunately I may have to wait a little longer because her system was slow. She did not offer any defense for the non-responsiveness from her colleagues, instead acknowledged, that the non-responsiveness was not something that should have happened.

3.Patience

I clearly had run out of patience and both Wilson and the lady supervisor were patient in listening to me and understanding what the issue was, to be able to resolve it. They sensed my agony and not only acknowledged that they understood it but articulated it in the action they took.

4. Aware

Listening is part of Communication. While listening you need to be aware of the emotions the other person is experiencing so that you can understand what they are going through and do whatever is necessary to help that person out. Wilson understood that I had wasted an immense amount of time and he made sure that the person to whom he was going to transfer the call already knew my agony so that I don’t have to repeat myself. That showed he was aware and he cared.

5. Tactful

In showing empathy, you need to be tactful in the way you communicate not only in your words but also in your tone and body language. The supervisor tactfully chose her words, her tone and an action which gave me an assurance that she was genuine and sincere.

6. Honest

Many customer services personnel are apologetic but their apology is a not well-meant or genuine. Both Wilson and the supervisor were honest about the reality, they accepted the reality and at the same time acted in my best interests and resolved my problem.

7.Yearn

Desire or wanting to help can only be proved by action and in this case both were true to their commitment. They wanted to help and they did help.

We live in the world of #communications and to truly #listen you need to understand and #empathize.

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. Using clichés, stereotype slogans and cheap humor is not the way to empathize.

Seek to #listen and #understand so that you connect with a person. #peopleskills

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With Empathy,

you are able to treat others the way they would want to be treated,

you’ll be able to better deal with negativity by understanding the fears and motivators of others and

you’ll be able to inspire, influence and persuade others.

For workshops, one-on-one coaching, facilitation, speaking, please connect. 

The Power Of Reframing

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Lalita Raman

Have you been in meetings where you interpret something that has been said by your boss very differently from what one of your colleagues may have interpreted?
Have you had moments or days when you feel everything is going wrong, until you see someone else having a worse time which pales yours in comparison?
Have you observed situations where two people could have faced the same situation, yet one considers it as a challenge to be overcome whereas the other person dwells on it, complains about it and their body language and facial expression conveys that they are having one a nerve wrecking experience?
How many times have you for any small mistakes made, stated that “I have messed up” instead of “I made a mistake”?
When I coach leaders, executives and professionals, I hear negative statements about who they are or what they are not good at or what they cannot do. The cues is not only verbal but also in their body language and facial expressions.
When I listen to what is being said, the way it is being said and sense the cues, I ask of my clients to reframe the thought, the feeling, the fear in a positive way.

Reframing is the art of changing your thoughts, your inner talk and finding alternate ways to express an idea, a situation, a challenges or your inner fear.
Each of us have our challenges, our inner gremlin sitting on our shoulder and pulling us down and possibly teasing us. The idea of reframing a negative thought is not to shut out the fear but to change the mindset and approach the challenge with positive emotions. Reframing helps to approach a situation with a “positive” and “can do” approach rather than I’m no good at it.

“When we are positive, we become more motivated, engaged, creative, energetic, resilient and productive.” Positivity breeds positivity and vice versa. Reframing not only helps us with our emotions but also in the way our thoughts and words land on others. Reframing is useful in every part of the organization, be it you are a CEO, sales person, Human Resources, CFO, or any other representative of the firm.

Take a case where you are trying to determine with which securities firm you need to open an account with. In your first meeting with the person servicing you, all you get to hear is what their firm is good at, the range of products they have, the markets that they have a presence in, their market share. You sit there wondering how is any of this useful to you!? You have not been asked as to what you are looking for, what is your risk comfort level, what are you familiar with, what is your risk versus return profile. You decide that it was a waste of time and decide not to deal with the broker.
Now may be all that was presented to you had all of that information. However the way it was framed seemed to land on you as if they were pushing their own agenda. Reframing the same information that they had presented to you in a way that created a lens through which you felt you are the client and your needs are being understood would have made you want to deal with them.
Leaders can take a mundane idea and get people to buy in into their idea by reframing.
Before I start off with tips on reframing, I would like to share my story when I started my coaching journey. One of my strengths is Direct Communication. I’m known among my friends to be candid and someone who doesn’t mince her words. When I started my coaching journey, I realized that this strength of mine may not come across to the recipient as gentle and caring and my style could possibly be misconstrued. My intention in being direct is not to hurt someone and I realized that without compromising my value of being candid, I could convey the message by reframing.

How to reframe?

1. Make yourself aware of your thoughts – before you react to a situation, step back and figure out your inner thoughts or the feelings that created the thoughts. If those thoughts are arousing negative emotions, ask yourself what if I reframe it. What happens when you reframe your thoughts ? Learn to observe your thinking patterns and reflect.

2. Challenge – every time you feel like reacting to a situation, ask what is in that situation that aggravates you or puts you into a negative mode? How can you get over that? Is there a truth to the way you feel and how you feel?

3. Clarify – if you are in a meeting and you think you may have interpreted something differently from others, clarify before running away with your assumptions and jumping to a conclusion.

4. Mindfulness – being mindful in the moment of choice is many times easier said than done. However, as with anything new where our discomfort is high, first make yourself aware and then practice the art of being mindful consciously.

How has reframing helped you in your life so far?

What have you learnt from reframing?

“Nothing can stop the person with the right mental attitude from achieving his goal. Nothing on earth can help the person with the wrong attitude.” Thomas Jefferson

For Coaching, Facilitating and Speaking Connect. About Lalita Raman

How Do You “LET GO”

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Life is the best teacher, a friend, a soul mate. She teaches you what none others can teach and it is in living life through the challenges she throws at us is what makes life.

There are things in life you can’t hold on for ever and life isn’t for ever either. Life from the day you are born, moment by moment, tells you to let go. Nothing lasts forever, you are at this stage in your life because you have let go of your childhood, your youth, some of your age-old habits and idiosyncrasies. Through the years of your life to date, you may have different ways of doing things, you may have changed your job, your career or possibly even some of your relationships that were not working for you.

In each of the transitions in life be it natural, by accident or by choice, you have been able to move forward because you have let go of something. Yet, there are modes in your lives where you continue to grip on some things that you expect to last forever. You refuse to Let Go.

This could apply to your relationships, projects that you have put your heart and soul and yet don’t see the desired results, business venture that you are passionate about but ROI tells you otherwise, your behavior at work or socially, and may be aspects of your overall being.

What is the emotion you undergo when you refuse to let go?

  • Fear of the unknown
  • uncertainty
  • perspective of failure in your mind
  • discomfort
  • denial to see the benefits
  • negativity
  • love the perceived sense of control

Destiny isn’t always good and be it in some paths chosen in relationships or with respect to our professional life, you have to let go and consider the people and the opportunities in those paths as lessons learnt for better things in future. You may say easier said than done.

♠Letting Go is not to regret the past, but to grow and live for the future.♠

I’ve found that the more I cling to outcomes and things, the more I create an anchor that drains my energy and in turn I discourage myself.

So how can you help yourself Let Go?

1. Internal conversations – each of us have a conversation that we have with ourselves. This could be self talk or negative talk. Your thoughts control your feelings and these feelings translates into your internal conversations. Your brain drives your behavior from your internal conversations.

♣What are you telling yourself when you hold back from letting go ?

2. Labeling Emotion – each time you struggle with the idea of letting go, stop to reflect. Do you understand your emotions and beliefs? Why do you think that way? Try to label the emotion (could be fear, anxiety, uncertainty, failure) associated with the struggle of letting go – this helps to calm your brain and focus on action forward.

♣Do you tend to dwell on what used to be that is distracting you from taking the necessary action to move you forward?
♣Do you tend to complain and take no action to see what can be done differently to achieve desired outcomes?

Our brains are geared to rewards and thus expecting desired outcomes from our efforts is but natural. However, consuming yourself with the negative outcome only results in frustration and negative emotions. Instead, when something doesn’t go as per your expectations, train your mind to view this circumstance as a chance to learn something you didn’t know. Every experience teaches you something and it a matter of consciously looking at it from a perspective that helps you to move forward.

♣Learning to understand your emotions, reflection on your actions and the experience sets the path for refocusing your energy and “letting go” less painful.

3. Reframe – Do you reflect and once you reflect do you reframe the situation by finding out what’s really going on?

Our brains are constantly on the lookout to move towards what it perceives as a reward and away from what it perceives as a threat. And is five times more likely to perceive something unknown as a threat than a reward. This possibly explains many disquieting parts of our life. Certainty concerns being in the know. Being able to predict gives us that feeling of control and certainty. Without prediction our brain needs to use a lot more energy intensive PFC. In today’s fast paced global world, it is becoming more difficult to anticipate what’s next. To fuel this uncertainty is our own beliefs and biases as to how we perceive a situation. All this makes letting go more difficult.

♣Reframing a situation helps you to manage your beliefs, your perception and your feelings. It helps you to look at situations from a different context and not narrow yourself to your own bias.♣

4. Criticism – do you criticize yourself and everyone else, every time something doesn’t go as per your plan. Does this stop you from letting go of unfair expectations of yourself and others ? Life is a roller coaster and not perfect. Letting go eases your agony that you put yourself through by engaging in “blame game” and “know it all”. When you catch yourself thinking and behaving in a manner that signifies that you know everything and have little tolerance to any new ideas or methods, it is time to stop and reflect.

♣How flexible are you to expand your mind and go out of your comfort zone?

5. Control Freak – one of the common hurdles to letting go. Each of us are unique and have our contribution to make. We can control out behavior, our choices but how others act or behave is outside our control. Positive change occurs when you decide to let go of control over everything in your life and work.

Imagine you are on your way to an appointment at 3 pm. You leave well ahead of time. However you get caught in a nasty traffic jam. You try to change lanes, honk, curse, get agitated and yet nothing changes. Each time you succeed at changing lanes, your frustration increases because you realize that the new lane is no better. There are many situations similar to this which are beyond your control in your day-to-day life. You cannot have everything you want despite your efforts to make it a success. Let go or else you get caught in a negative vicious cycle.

6. Negativity – negativity breeds negativity and saps your energy. Your surroundings in terms of the people you are with matters to your overall being. There are some people in this world who are full of negative energy and drain you. There are others who provide soul food and are full of positivity and energy. Be with people who support you, challenge you but help you grow. Let go of relationships that jeopardize your being and don’t accept you for what you are.

♣What would you experience if you surround yourself with people who believe in you and help you get better in what you do? 

♣What would it be like if you spend more time with people who have positive vibes and make you feel valued?

Letting go is difficult when we allow ourselves to be overly attached to outcomes, when we have given our heart and soul to some relationships. My own journey of having to let go of things and relationships which weren’t working for me hasn’t been easy. What has helped me in the journey of life is to reflect, reframe and think about the way forward and believe in myself. Gearing my brain towards the rewards associated with the new path helps ease the pain that I associate with letting go.

I’ve learnt and am still learning to be willing to open up to possibility, learn new ways, grow in effectiveness by LETTING GO.

→If you “Let Go,” it does not mean you are giving up but you make a choice to take a different path to your ultimate vision.←

How do you Let Go?

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When The Going Gets Tough

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“I’m stuck.”

“I feel I’m running on a hamster wheel with no scope to get off. “

“I’ve no time to think or look at anything else because I’m always swamped with so many things I’ve to do.”

How often have you felt this way or heard your friends, partners, colleagues say this at various points in your day or their day?

Several of my coaching relationships start at this point.

We all go through this at several points in our life or at specific points in our day.

Is it a regular phenomena or something you feel at specific points in your day or specific periods of time at a stretch?

If you look around you, you’ll realize many people are stressed out or at a breaking point.

What are these stressors ?

Is it with work?

Is it with some transitions that you are going through at work or in life?

Is it with overall life in general in terms of your dreams and priorities?

What is the cause of these stressors? 

Is it fear of being dispensable and losing your job or not being able to advance in your area of talent? Or being forced on account of lack of choices ?

What about your day-to-day stressors? Is it because you are not taking the required break ? Are you facing the fear of missing out, if you are not seemingly present in what you are doing ?

What is the impact of these stressors?

– are you being thoughtful in your responses on email and other forms of communication?

– do you tend to not pay attention to the tasks that you are doing and to the people around you ?

– how often do you play the blame game in these moments ?

– do you feel threatened and sense of fear or a fight or flight mode?

Why does this happen – our brain is complex and research from various neuroscientists are discovering more and more that the parts of the brain work together as a symphony, so as we separate one part out, we have to remember that it doesn’t work in isolation. The prefrontal cortex (PFC), which is the executive center controls our ability to understand, think, decide, analyze, memorize, inhibit and recall.   So the PFC is vital to our daily survival, and yet there are many factors (environmental, hormonal, and genetic ) that can impact how well it works. The activity of the PFC Is also extremely energy-consuming.

If anything internal or external is impacting the functioning of the PFC, the activities relating to the 5 things above become harder and harder. Decisions will be harder to make, you won’t understand things as easily and inhibiting behaviors, or emotions will be harder.

Most of us are used to reading a proposal, at the same trying to understand it, possibly recall something from previous information. The more we add to this mix, the tougher it gets for the PFC to manage.

And one of the biggest drains to the PFC is inhibition, humans have the ability to socially control behaviors and emotions. And we need this to be able to function. These inhibitions could be in the form of not deciding to drink another cup of coffee or  go to dinner with a friend since you have to complete the task at hand.

Social Control is draining to the brain, and that thrown in with the other activities of the PFC fuels the drain. The more drained we become, the less effective we are at being able to understand, think, decide,  question, memorize or recall.

The more the stress/threat to the PFC, the greater the chances of our amygdala (flight or fight response part of our brain ) to take over, thus increasing our emotional response, and reducing our ability to use the PFC in general.

Do we need to take breaks ?

Research participants were nearly twice as likely to give the correct response to a complex decision-making problem if they were distracted by a simple three-minute number-matching task before being asked for their answers, says a team led by Marlène Abadie of the University of Toulouse in France. A more-demanding distraction had no such effect. Extracted from HBR

How do we get away from these breaking points or stressors

1. Self awareness – do you know your limits? How comfortable are you in saying No? Self awareness is your knowledge, moment by moment of what is going on within you, what is your emotional state, and the choice you make at that moment on how to behave.

2. Self Regulation – are you setting your priorities ? Do you schedule your day and prioritize ? Do you tend to react to every phenomenon that comes by your way during the day? Self regulation is having a degree of present moment self-awareness.

3. Self generation – how often do you reflect and renew? Do you question your beliefs and assumptions and ready to challenge them and move on? Self-generation is about creating alignment between moment to moment behavior and action with the desired outcome.

Do you take downtime, no matter how busy a schedule you may have?

Leadership success goes beyond your talents, skills, knowledge and experience. All the talent and skills are of no use if the moment by moment choice in terms of your behavior and action is not mindful.

When the heat is on and the going gets tough, are you on a reactive behavior as a leader or are you one who takes a calm, focused and balanced view? Do you encourage your team and help them refocus, thus building the trust.

The mental fences or shackles is what we set for ourselves. Learn to connect with your inner self and focus on your vision but allow yourself to take breaks.

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What Can You Learn About Leadership From Children?

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I was staying with my sister when I was visiting my family last week. One of her neighbors has two girls aged 5 and 7, Rita and Meeta. These two girls are the most adorable children I have ever met. They spend their entire evening at my sister’s house, after she and her husband get back home.  One of the evenings, we were chatting and having fun with the kids when the younger girl, Rita whispers something in her sister, Meeta’s, ear and tells her don’t share. “Keep it a secret, ok promise.” She then looks at me from the corner of her eye with an abashed look. By then, Meeta, however reveals her secret. The secret being that Rita has a friend in school who loves her. Rita looks at us sheepishly and says he keeps saying I love you. But I don’t.  So my sister asks her, so why don’t you tell him what you feel? Oh, but I have only over heard and he hasn’t told me directly. When he tells me directly, I’ll let him know. My sister asks her how would she tell him, and I was surprised with her response. She said, “I love my parents and my sister, and as of now that’s it.”

Mind you, this is a girl who is barely 5 years old.

What lessons of leadership can we learn from children?

  1.  Clarity – Rita was very clear in communicating about her experience, what love meant to her and why this boy’s behavior made her uncomfortable. Even at that age she was crystal clear and did not mince her words.  She was confused and her mind was possibly wrestling with what she should do. She in her childlike innocence revealed her secret to her sister. Leaders often know what is needed but many times get lost in their mental chatter. Often the solution lies in mindfulness and following the heart and not laboring the mind. The time to act is not when you are confused.
  2. Emotional Intelligence – Rita had overheard this remark but she had the EQ not to react to that boy, because that comment was not yet made directly to her. She had the emotional awareness to not react immediately but prepare herself if and when that happens. As leaders, of utmost importance, is striking the right balance between IQ and EQ. Many times the team may consist of people who may not have understood what is required of them or may be preoccupied with some other thoughts. A leader will do well to recognize such situations and not publicly humiliate team members who err or consistently seem preoccupied.  Leaders can navigate through challenging times if they have a high EQ. Being self-aware and empathetic is critical.
  3. Discuss and Ask for Help – Rita was feeling embarrassed to discuss what was troubling her in front of my sister and I, but my gut feel is that she told Meeta realizing that she would tell us. Rita did that because she wanted to discuss and see what we had to tell her. As leaders, you can’t be expected to know everything. If you are not sure of something, ask, discuss and clarify. No one can fly solo all the time. It is better to ask for support rather than make a mistake and lose the trust of your team members.

How many times have you been in awe at the questions that children ask ?

Have the questions that a child asks made you reflect?

What have you learned from observing children?

Children are always curious, they never stop asking questions. They are on a never-ending quest to learn, to share, to try out new things. They follow their heart and lead from within though they may be too young to realize this.

 Don’t we as adults and leaders need to learn a thing or two from children?