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Session One - May 9, 2011 |
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Topic: "Empathy as a Competitive Advantage"
- Guest Presenter: Tim Miron, renowned Hospitality Industry professional |
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Venue: Hodges Taylor Gallery, Charlotte, NC |
[Download
PDF Handout] |
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Summary of the Interactive Conversation on "Empathy as a Competitive
Advantage":
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We are hardwired for Empathy
thanks to the empathy ("mirror") neurons in our brains. A September
2010 Harvard Business Review article mentions that the best strategic
performers showed 'less neural activity in the prefrontal cortex than in
the areas associated with 'gut' responses, empathy, and social
intelligence.
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Empathy is a choice. Empathy is
a learned skill and we can all train for it.
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Empathy Deficit Disorder or EDD
is evidenced in bigots, narcissists, psychopaths and
sociopaths.
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Training for Empathy starts
with accepting that "Nobody is a fixed entity" - that human beings can
change. (See how violent children are taught Empathy by
putting them in contact with a baby -
TIME Magazine)
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Initial steps to develop and teach Empathy:
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Imagine adopting OTHER
PEOPLE’S VIEW – Envision: How would I have to be to think/feel/behave
like this person?
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Consider the KEY VALUES
INVOLVED – Ask: What's this person's purpose, objective or
motivating factor?
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Evaluate statements
considering the PLUS – MINUS – INTERESTING aspects - Break the
Right/Wrong dichotomy
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Explore ALTERNATIVES –
POSSIBILITIES – OPTIONS with others rather than "debating the truth
to death"
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Share COMMON INTERESTS and
CULTURAL LINKS - Bridge the gap with sports, art or food to promote
closeness
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Empathy becomes a competitive advantage when the Respect, Understanding
and Compassion we show others increases the value of the relationship.
We move from "Just the service" to "I'm here for you" and "Whatever it
takes." We move from "transaction" to "Friendship."
- Read
"Empathy the Brand Equity of Retail" on Harvard Working Knowledge
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Emotionally intelligent
managers and employees are able to respond with the appropriate style, to
each person, depending on each different situation (Download Daniel
Goleman's article
"Leadership that gets results" on Harvard Business Review).
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Take the
Emotional Intelligence Self-Evaluation -
Contact Carlos Salum if you have questions.
This tool has been validated.
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For links to key articles and
videos, download the PDF handout.
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