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Empathy in customer service
When training techs to empathize with the customer frequently some tell you that they do not know what to say to the customer. this training is built around what is empathy and phrases that can be used by the techs as they take calls. there is room to branch out and have meaningful discussions and hone customer skills.
Outbound leadeship training venues in bangalore
Dear folks 1 we are going to organise outbound leadership training. for the same we are looking for a venue where we can organise rock climbing mountain climbing trekking rafting etc. not decided completely upon games but trying to find the place to conduct. i hope most of you know about thevarious places to conduct obt on leadership. 2and also please suggest some games on group activity not an individual activity. specially if we consider: leadership:there may be activities on each of the following qualities initiative communication decision making innovation delegation trust building facilitation collaboration risk taking empathy vision/goal setting. and if we consider team work: it talks on.. trust collaboration communication innovation empathy etc. folks please give me your valid inputs.... you can also give your suggestions to vijayavailable18gmail.com thanks®ards vijay.
Manager lacks empathy, overloads with tasks and expect us to complete by overnight
I work for software company which belongs to one of the prestegeous banks in the world and my project is related to an internal dashboard. issue is with my manager s lack of empathy and common sense is getting on my nerve few things i observed is.. 1. he acts as if he doesnt care if the employee is sick or not. typical example to cite here is once i was with high fever and messaged him that i wanted leave and he replied back with "ok". i went to clarify few work related things and to my utter surprise he asks me to complete that 2. he clearly lacks a planning. we are part of sprint and suppose to complete a particular user story. all we knew was it must be completed asap but we didn t knew the deadline. he without even taking our estimates sent notification to all the users with upcoming features with a deadline. surprised and confused we all continued to slog for 12 hrs for nearly two weeks without any weekend offs whats disturbing is towards the end of the deadline he called us at around 10pm and asks us to complete them it doesnt seems like a request but more of a manager commanding work to his/her subordinate. 3. its been an year since i worked under him and there is never a day where he appreciated any of his subordinate after all the above i am feeling kind of very uncomfortable and a sense of insecurity working under him. i wanted to share all these to him but he is quiet notorious in retaliation it happened with one of our excolleague. not sure how do i have to handle this. any suggestions?
Communication skills (new approach) ppt download
Hi anyone who is reading the attached .ppt on communication skills contains content which is not typically covered in a communication skills .ppt. here s an outline of what s in the .ppt: 1. description of what being a skilled communicator really means with a proper example 2. description of precision in communication 3. an effective strategy for improving listening skills as well as concentration levels 4. description of link between behaviour and communication 5. description of link between empathy and communication 6. basic understanding of managing interactions with various people 7. importance of selfempathy 8. significance of apologizing 9. anatomy of a sincere apology 10. link between accuracy of information and communication 11. link between honesty and communication 12. link between time management personal effectiveness professionalism and communication 13. link between selfcorrection and communication 14. dealing with manipulative and/or sly and deceptive people 15. link between calmness in a crisis and communication 16. advantages of being calm 17. technique for remaining calm general guidelines 18. importance of practicing even after the workshop 19. link to neutral indian accent practice videos in case you are unable to download the .ppt for some reason you could also access the same content on the following page... please keep in mind the fact that the .ppt has only 38 slides and so it contains information accordingly. thank you for your time and mind. just another trainer
Strategies for retaining people
Take a direct personal interest in all your team members identify your best people practice the 80/20 rule place the right people in the right areas create career development plans for all your key people praise publicly and criticize privately show empathy not sympathy share successes with the team but take responsibility for failures organize trainings celebrate phase completion balance the workload well do not ask for too many updates lead by example motivate the maintenance team sack nonperformers tactfully
Emotional intelligence
Emotional intelligence ei is the ability to monitor your own and others emotions to discriminate among them and to use the information to guide your thinking and actions. ei has its roots in the concept of social intelligence which was introduced over 75 years ago but scholars spent most of this time focused on cognitive intelligence. now many are realizing that emotional intelligence is just as important for an individuals success at work and in other social environments. emotional intelligence includes the five dimensions illustrated in exhibit 7.5 and described below. selfawareness people with high selfawareness recognize and understand their moods emotions and needs. they perceive and anticipate how their actions affect others. selfaware people are also comfortable talking about and admitting their limitations so they know when to ask for help. notice that this as well as some other ei dimensions described here is similar to the selfmonitoring personality concept . selfregulationthis is the ability to control or redirect emotional outbursts and other impulse behaviors. for example rather than yelling at a client you manage to remain calm and later talk out the emotion to a coworker selfregulation includes the ability to suspend judgmentto think through the consequences of their behavior rather than acting on impulse. self motivationthis includes stifling impulses directing our emotions toward personal goals and delaying gratification. even when people do not achieve their goals those with high motivation remain optimistic. motivating yourself overlaps with the selfleadership concepts of selfreinforcement and constructive thought patterns. empathyin chapter 6 we defined empathy as the ability to understand and be sensitive tot he feeling thoughts and situation of others. this doesnt mean adopting other peoples emotions just being sensitized to them. social skill this is the ability to manage the emotions of other people. it requires social competence and skills to guide the way other people act. social skill includes the ability to form networks of relationships and to build rapportfinding common interests and understanding with others. social skill requires other elements of emotional intelligence particularly empathy and selfregulation. there is still much to learn about emotional intelligence such as how robust are these five dimensions and how they relate to selfmonitoring personality. at the same time little is known about how to select or train people for emotional intelligence. the u.s. air force and a few other organizations are now using tests that select applicants with high emotional intelligence although the quality of these tests is still uncertain. hong kong telecom and many other companies offer training in emotional intelligence because it can to some extent be learned. however people dont develop emotional intelligence simply by learning about its dimensions. it requires personal coaching plenty of practice and frequent feedback. emotional intelligence also increases with age; it is part of the process called maturity. whether people are hired with high emotional intelligence or they develop it through coaching we still need to learn whether people with high emotional intelligence are better at coping with the emotional dissonance created by emotional labor requirements. ekta