What is the State of Workplace Empathy?

Raise your hand if you’ve ever felt overwhelmed at work or seen a colleague struggling with burnout. 🙋 

Businessolver has just released a preview of their findings from the 2024 State of Workplace Empathy study, and the data makes it clear that these types of mental health struggles aren’t just isolated incidents. The study highlights the critical state of mental health in today’s workplaces, revealing that 55% of CEOs and 65% of Gen Z employees experienced a mental health issue in the past year.

When I first saw that number it gave me pause. More than half of CEOs are self-reporting a mental health issue. And we all know mental health issues are not something people like to talk about. Which makes me wonder how high the number really is.

In the last issue of this newsletter I shared about my own struggle with a mid-life crisis 12 years ago when I was starting up Ignite 360. I can vouch for that 55% of CEO number as I’ve experienced it myself and, in moments of honesty, heard similar from other CEOs.

Plus, 2/3 of your Gen Z colleagues are coming to work dealing with some mental health issue of their own.

The latest study also uncovers a strong link between workplace toxicity and mental health challenges, with 52% of CEOs and 35% of employees viewing their company’s culture as toxic. This ongoing crisis underscores the urgent need for organizations to address the persistent stigma around mental health and create psychologically safe environments.

There are also some staggering insights into where organizations can make improvements. Despite 91% of employees valuing open-door policies, only 14% are using them. Similarly, while 90% value mental health benefits offered at enrollment, just 10% utilize these resources. These findings suggest that enhancing awareness and accessibility of mental health support is crucial for fostering a more empathetic workplace. Stay tuned for the full report in June 2024 to explore comprehensive strategies for integrating empathy into our organization's culture and improving both employee well-being and business performance.

In the meantime, if you’re as curious to learn more about these eye-opening findings, Businessolver is hosting a free 60-minute webinar on Wednesday, June 12, 2024, at 2:00 p.m. ET / 11:00 a.m. PT. A panel of experts will discuss:

• How you can build empathetic practices into your organization

• Which mental health benefits employees and your HR peers value and want the most  

• Who owns empathetic culture, and what it will take to close the empathy gap

Mark your calendar, register below, and let’s work together to create a better, more empathetic workplace for everyone.

Q&A: What are practical tips for using empathy in business relationships and customer interactions?

These are some great questions from our newer subscribers. Thank you!

This question is pretty timely as I’m putting together a workshop for a client at the end of June on how to use empathy in business relationships.

I recall a client company of Ignite 360’s who decided that they wanted to be the client that everyone wanted to partner with. They set about asking themselves and asking their vendors what was important to being the client everyone wanted to partner with. Instead of deciding in a one-sided manner how it should be, they took the time to build empathy with their partners, exploring their needs with the needs of their organization, and defining a set of principles that they would work by.

I bring this up because you have a choice in how you build your business relationships. I think about the Maya Angelou quote “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Consider your own business relationships or customer interactions. How much do you remember about the thing they said or did? Most likely you remember what the relationship felt like.

So how does empathy help us get there? Here are six tips to get to and use empathy and how it can help.

1. Get curious about the other person - Ask questions. Listen to them. Learn about them. People like to share about themselves and it will draw them closer to you, strengthening the relationship.

2. Give a little of yourself - Many people like to know who they are dealing with so go ahead and share about yourself. You’ll build connection with others and that always feels good.

3. Dismantle your judgment - We often don’t get to choose who we have to forge a business relationship. When you drop your biases and stereotypes and prejudice, major barriers are removed.

4. Take a Curious Breath and Turn it Around - Pause to respond rather than react. It gives you space to let go a little bit. I’ve had business relationships and client interactions in the past that have had me in fits. I might privately shake my fist to the sky or let out some colorful language to express my frustration but no sooner have I done that than I begin to return to a place of understanding where the client is coming from and what might be behind their behavior. It doesn’t always make it right but it gives me enough empathy to get through it.

5. Don’t Let a Little Power Go to Your Head - if you are in the client or customer seat, don’t take advantage of that. Remember the Maya Angelou quote so they don’t forget how positively you made them feel. And this doesn’t mean you can’t disagree, it’s about how you approach it. Work in collaboration instead of competition.

6. Be the Person They Want to Help, Not Have to Help - I first used this phrase recently on a Good Things Utah appearance talking about using empathy in customer service situations. It’s like the saying “you catch more flies with honey than vinegar.” Now, you don’t have to lay it on really thick so that it’s too sweet, just enough that people want to help you. How do you do that? Ask them how their day has been? Listen to them. If its a repeat interaction, try to follow up about something you discussed last time.

Q&A: How can empathy be used effectively in sales and negotiations?

Cognitive empathy is about understanding where another person is coming from. What are their wants and needs and are you able to understand how that is motivating their behavior?

Let’s start with sales. Think of a great experience you’ve had with a sales person. It might have been a realtor selling you a home or a sales clerk at a department store or boutique. It might even have been a door to door salesman, although I don’t know those really exist anymore. (If anyone knows, please let me know).

What made it a great experience? I’d venture that they were knowledgable about the product, were helpful, came across as honest, didn’t pressure you and showed some modicum of interest in your needs. That’s the part where empathy plays a big role. A good salesperson will take the time to get to know the needs of their customer. What brought you to me? How can I help you?

Understanding the needs of another, having empathy with them, is going to help you in sales to position what you are selling in a way that shows how it meets their needs. If you don’t have cognitive empathy with their needs, then you won’t be able to make that connection for them which helps close the sale.

Additionally, if you are in a business where you have repeat customers, you want to build a relationship with them. That means getting to know them, having empathy with them and building a tighter connection. I’ve found it much more enriching to develop a connection with my clients than merely be an order taker. We’re all human. Let’s sell to each other that way.

As for negotiations. Yes, there are plenty of examples in media where we are taught that “crushing your opponent” is real victory and to “win at all costs.” But when you get down to it, negotiations are two parties coming together to reach a compromise that works for everyone. Easier said than done, but when you use empathy to understand what might be motivating the other party, what they are looking for, even where they are coming from, then that gives you an insight into how you might create an offer, counter a proposal or generally communicate. It might even help you evolve how you see the issue.

It’s not about crushing or a zero-sum game. That’s old school patriarchy stuff. Try using your empathy to reach an outcome that is satisfying or saves face for both parties. It doesn’t mean the outcome will be equal, one side may come out ahead, but using empathy will help the other person feel better about the outcome and their experience with you. That’s some good karma to put out there.

I hope that answers your question, please let me know if you want me to explore this further.

What Am I Reading Now?

Friends, Lovers and the Big Terrible Thing

Part of my “Divas and Davids” collection of books that I got for my birthday last fall, I was looking for a distraction and thought Matthew Perry’s memoir would provide a few chuckles and enjoyable behind the scenes antics from Friends. (For the record, he is neither a diva nor a David but the other books were.)

I’ll do a proper Quick Take Review when I’m finished but, given the focus of Mental Health Awareness Month in May, I wanted to share my reflections so far.

What’s struck me is the way that he candidly talks about addiction and the feeling of wanting to fill a void of loneliness. He admits that he spent millions of dollars on rehab and treatment programs and found renewed purpose in his life in being able to help others. He also, thanks to therapy and some self-awareness, understands the source of his loneliness and fear of abandonment stems from his parents’ divorce when he was a young child.

I appreciate his honesty and vulnerability. Opening up that one layer deeper to share what it felt like for him to have the void gnawing at him, and how alcohol and then painkillers would temporarily fill that void, helped me begin to understand on a deeper level what it’s like to live with addiction. I’ve always understood that addiction can take over your brain and will power. In the past I’ve compared it to being much stronger than how I might emotionally eat - I know I shouldn’t do it, but triple chocolate ice cream would certainly make me feel better after a rough day. But that’s me using food as a shield. The addiction he describes is much much more powerful. I get it in a way I hadn’t before.

Sometimes it takes having the courage to open up, go that one level deeper, to help other people truly understand your own experience. And have the courage to hold space and listen to what someone has to say. And be there for them, like the Friends theme song says.

Of course, the behind-the-scenes stories from his time on Friends and trying to make it in Hollywood add enough nostalgia to keep it from wallowing in the pain for too long. Keep an eye out for my Quick Take Review when I’ve finished the memoir. And if you or someone you know is ready to seek help for addiction, this website has access to locate resources in your area.