Point Lookout: a free weekly publication of Chaco Canyon Consulting
Volume 6, Issue 1;   January 4, 2006: The Uses of Empathy

The Uses of Empathy

by

Even though empathy skills are somewhat undervalued in the workplace context, we do use them, for good and for ill. What is empathy? How is it relevant at work?
An iceberg in Antarctica's Gerlache Strait, March 1962

An iceberg in Antarctica's Gerlache Strait, March 1962. Photo by Rear Admiral Harley D. Nygren, NOAA Corps (ret.), courtesy U.S. NOAA Photo Library.

Ginny waited patiently while Mort dipped another chip into the slightly-too-hot salsa and ate it. She knew that whatever he said would be worth the wait, because Mort had an almost-magical talent for inspiring teams. He picked up another chip and paused over the salsa.

"Inspiring people is simple," he began. "But you have to be where they are. That's why great generals eat what the troops eat."

Ginny had a vague idea of what he meant. "Be where they are. And by that you mean…"

"You have a sense of how they'll interpret what you say," Mort said. "And how they feel about the challenge, and what they're willing and able to do."

Ginny was beginning to get it. "Sounds a lot like empathy, but not so squishy."

Mort lit up. "Well, it is empathy, but in a broader sense than the usual squishy one."

Inspiring others is
a critical leadership
skill — one that
depends on empathy
Inspiring others is a critical leadership skill — one that depends on the ability to empathize with the people you want to lead.

Empathy is appreciating the inner state of others. We often associate empathy with a sensing of others' feelings, but because feelings are only part of our inner state, empathy is much more than appreciation of feelings.

One model of inner state is the Personal Iceberg, used by Virginia Satir and articulated later by her colleagues. In this model, inner state is a hierarchy of copings, feelings, perceptions, expectations, yearnings, and ultimately the Self. They called it an "iceberg" because so much of it is out of view. Empathy is appreciating all of these elements in others.

We need empathy not only to inspire others, but also when we're figuring out how to express something, or even whether to express it. While we're deciding, we need a sense of what the impacts of various options might be, which requires empathy. Here are some other applications of empathy skills.

Framing a message
To communicate effectively, it helps to have a feel for how your message will land, whether it's an apology, persuasion, congratulations, or something painful.
Timing and not-timing
Empathy helps you know when to act, and when not to act.
Leading, motivating, inspiring, and deterring
If your goal is to energize (or inhibit) others, the choices you make are more effective if you take into account the personal icebergs of those others.
Detecting overload
The usual indicators of overload are burnout or error rates. Empathy can help you detect overload before the damage is done.
Negotiating and dealing with conflict
Reaching solutions that appeal to all parties is easier with an understanding of the inner experience of all parties. Empathy helps.

OK, so empathy's a great thing, but how can we improve empathy skills? I'll cover that in a coming issue. Go to top Top  Next issue: Nine Project Management Fallacies: IV  Next Issue

Rick BrennerThe article you've been reading is an archived issue of Point Lookout, my weekly newsletter. I've been publishing it since January, 2001, free to all subscribers, over the Web, and via RSS. You can help keep it free by donating either as an individual or as an organization. You'll receive in return my sincere thanks — and the comfort of knowing that you've helped to propagate insights and perspectives that can help make our workplaces a little more human-friendly. More

For more about empathy and developing empathic skill, see "Peek-a-Boo and Leadership," Point Lookout for August 30, 2006.

Order from AmazonFor more on the Personal Iceberg, see V. Satir, J. Banmen, J. Gerber and M. Gomori, The Satir Model: Family Therapy and Beyond. Palo Alto: Science and Behavior Books, 1991. Order from Amazon.com

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Related articles

More articles on Emotions at Work:

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However perceptive we become about what can anger us, we still do get angry once in a while. Here are four steps to help you deal with your own anger.
One person taking the full loadAre You Taking on the Full Load?
Taking on the full load is what we do when we feel fully responsible for either the success or the failure of some organizational activity. Instead of asking for help, we take extreme measures to execute responsibilities that might not even be ours.
Conflict Haiku
When tempers flare, or tension fills the air, many of us contribute to the stew, often without realizing that we do. Here are some haiku that describe some of the many stances we choose that can lead groups into tangles, or let those tangles persist once they form.
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Effective meetings have agendas. But even if a meeting has an agenda, the hidden agendas of participants can cause trouble. Another source of trouble, less frequently recognized, is the blind agenda.
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The regard we have for others as people is sometimes influenced by the regard we have for the work they do. Confusing the two is a dangerous error.

See also Emotions at Work, Effective Communication at Work and Conflict Management for more related articles.

Forthcoming issues of Point Lookout

The Jolly RogerComing August 22: Dealing with Credit Appropriation
Very little is more frustrating than having someone else claim credit for the work you do. Worse, sometimes they blame you if they get into trouble after misusing your results. Here are three tips for dealing with credit appropriation. Available here and by RSS on August 22.
RMS Titanic departing Southampton on April 10, 1912And on August 29: Please Reassure Them
When things go wildly wrong, someone is usually designated to investigate and assess the probability of further trouble. That role can be risky. Here are three guidelines for protecting yourself if that role falls to you. Available here and by RSS on August 29.

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