Little Things That Matter

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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. 

Are You Willing To Remove Your Mask And Be Who You Are?

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During social gatherings or networking meetings, I often meet people whom I think I know and yet I realize that the person I’m interacting with is somebody very different from who they are, if you meet them one-on-one.

I was watching Revenge last weekend and the following reflection by the main character, piqued my interest.

“Just as there are two sides to every story, there are two sides to every person… …one that we reveal to the world and another we keep hidden inside. A duality governed by the balance of light and darkness. Within each of us is the capacity for both good and evil.”

As Hamlet said to Ophelia, “God has given you one face, and you make yourself another.” The battle between these two halves of identity……who we are and who we pretend to be… is unwinnable.

I often wonder why people wear masks and fail to connect with their genuine self.

When you observe children, you notice that they are genuine, un-spoilt and you get what you see. Dogs are genuine and have an uncanny ability to be friendly and genuine. There is no hidden agenda in a dog’s behavior.

Most people associate authenticity with being yourself, walking your talk or being true to oneself. Authenticity, however, goes beyond how you feel about yourself. It is a relational behavior your ability to be comfortable with yourself and connect with others comfortably.

You can be direct and genuine without being rude and arrogant. Using Diplomacy and tact is not about changing personalities and wearing masks.

Each of us, no matter the situation, can be who we want to be. Create a self-awareness and ask yourself if you are being honest to yourself.

I was inspired by the following speech given by MR. RATAN TATA at Symbiosis in Pune, India.

“Don’t just have career or academic goals. Set goals to give you a balanced, successful life. Balanced means ensuring your health, relationships, mental peace are all in good order. There is no point of getting a promotion on the day of your breakup. There is no fun in driving a car if your back hurts. Shopping is not enjoyable if your mind is full of tensions. Don’t take life seriously. Life is not meant to be taken seriously, as we are really temporary here. We are like a prepaid card with limited validity. If we are lucky, we may last another 50 years. And 50 years is just 2,500 weekends. Do we really need to get so worked up? …It’s OK, Bunk few classes, score low in couple of papers, take leave from work, fall in love, fight a little with your spouse… It’s ok… We are people, not programmed devices..! “Don’t be serious, enjoy Life as it comes”

Life in her journey offers you opportunities in the form of hurdles, challenges or defined pathways.

The Choice is up to each of us to be who we want to be in that moment of decision.

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I have in my moments of indecision and conflict relied on listening to my inner guide. My three words for this year’s journey are : Explore, Overcome and Grow.

Are you willing to go on a journey within & connect with yourself ?

In all the masks you wear, are you being honest to yourself ?

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Character, the decisive factor in the life of a leader

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Life throws many challenges, she pushes you, propels you and prods you. How you behave, act and live through each of these challenges is your choice. Your character is who you are in these moments of choice.

We have good days and bad days. Good days give you joy, and bad days tests you, teaches you and how you deal with it makes you who you are. Your character is tested and revealed the most during adversities.

What are the key elements of Character ?

1. Commitment – how dedicated are you to who you are and what you seek to do? Words are necessary but actions provide the power and prove who you are and the important link between the two is Commitment. How would you feel, when someone who borrowed your book fails to return within the promised time? In every aspect of life, you need to walk and live your talk. Your thoughts, audio and video needs to be in sync.

2. Honesty – A journey within, to follow the inner voice that has both gentleness and clarity and helps you find who you really are. We need to be bold and courageous to follow this inner journey, to face who we are, what we are capable of, what we are uncomfortable with and be true and honest to the inner core. How authentic are you? Authenticity is not only being true to oneself, being yourself or “walking your talk” but also how you feel about yourself. Authenticity is when you are comfortable in your skin and also connecting with others without any hypocrisies.

3. Attitude – I find it rather strange that on Twitter, many choose to say thank you immediately if a mention or a Retweet has been made by someone who has more than 30,000 followers. Till then the person who has done a RT and Mention is completely ignored. This to me reveals the attitude of the person and a true display of their character. You reveal your character in how you choose to treat someone who can’t do anything for you. Your attitude is what you choose and something you have complete control of.

4. Respect – one of the values I was taught as a child is to give respect and then take. Respect not only those who are rich and famous but a waiter in a restaurant or a person who cleans the public toilets. Imagine if the public toilets in the airports weren’t cleaned or the trash wasn’t cleared. Would you like to do that job ? Respect a person irrespective of status or titles.

5. Abilities – your ability is in not how high your IQ is but depends to a great extent on your EI when you deal with others.

6. Courage – how often have you stepped out of your comfort zone and tried to be who you are or who you wanted to be? How many times have you approached your daily life with courage? I drive a lot of inspiration from reading or seeing or knowing people, who, despite their physical limitations, have ventured to climb Mountain Kilimanjaro or have engaged in similar activities.

7. Trust – no journey or relation begins without Trust. Your behavior, your act and your own inner journey should enable reliance to be placed on your integrity, strength, ability and who you are.

8. Empathy– how well are you able to identify with another’s situation, feelings and emotions? Do you like to take center stage by talking more than listening? Do you listen to understand or respond? The best gift you can give someone is your attention and empathy. How you empathize reveals your character?

9. Righteousness – doing the right thing at all times and in all circumstances whether or not anyone is watching or observing you. Does the end justify the means for you and do you allow the end to dominate your behavior? Do you listen to your inner voice or go by the herd mentality in situations of dilemma?

Inward change begins when you evaluate and reflect on your strengths, your blind spots and attitudes. You can be a leader when you look in the mirror and make changes you need to make. Leadership is not about titles or occupying a big position in an organization. It begins with small things in day-to-day life be it in how you respond to abuse on the street, how you behave in a crowd when you see something blatantly wrong, how you respond to someone who may not be able to do anything for you in your life and who you are when you feel your life is in the trenches.

-How are you revealing your character on a daily basis ?
-Are you humble in your acts and who you are ?
-Does leadership mean only occupying a title and position within an organization?
-How are you influencing those lives whom you touch on a daily basis ?