The Power
of
Workplace
Empathy
Meredith Lopez, LPC
Faculty & Staff Assistance Program
Human Resources
meredith.lopez@colorado.edu
303-492-3345
Learning Objectives
• Understand what research says about the neuroscience of empathy
• Learn about the different types & qualities of empathy
• Identify common obstacles to empathy
• Learn simple but lasting ways to incorporate empathy in work and
daily life
What is Empathy
Image credit: Vichai Phububphapan | Getty Images
Definition Benefits
• Empathy is the ability to • Greater social
connection--important
emotionally understand for both physical and
what other people feel, psychological well-being
see things from their point • Promotes helping
of view, and imagine behaviors
yourself in their place. • Allows for one’s own
emotional regulation
https://www.verywellmind.com/what-is-empathy-2795562#history-of-studying-empathy
History of Studying Empathy
•The term empathy was first introduced in 1909 by English psychologist Edward B.
Titchener as a translation of the German term einfühlung (meaning "feeling into")
•Prosocial --involves being able to understand another person's mental state and
what they might be thinking in response to the situation (theory of mind).
•Altruism and heroism are also connected to feeling empathy for others
•“The perception of the internal frame of reference of another with accuracy
and with the emotional components and meanings which pertain thereto as if
one were the person, but without ever losing the "as if" condition.” (Rogers,
1959) https://www.verywellmind.com/what-is-empathy-2795562#history-of-studying-empathy
https://www.psychologytoday.com/us/blog/encountering-america/201303/its-not-enough-listen
‘Empathy is the listener’s effort to hear the other person deeply,
accurately, and non-judgmentally. Empathy involves skillful reflective
listening that clarifies and amplifies the person’s own experiencing
and meaning, without imposing the listener’s own material.’
— Carl Rogers (1951)
Neuroscientific Research
•Research suggests that there are important neurobiological components to the experience of
empathy
•The activation of mirror neurons in the brain plays a part in the ability to mirror and mimic
the emotional responses that people would feel if they were in similar situations.
• Functional MRI research also indicates that an area of the brain known as the inferior frontal
gyrus (IFG) plays a critical role in the experience of empathy
• Studies have found that neurological conditions can inhibit individual’s ability to be empathetic
• Studies showing gender differences in the experience and expression of empathy
https://www.verywellmind.com/what-is-empathy-2795562#history-of-studying-empathy
Sympathy vs Empathy
• Sympathy-feeling sorry for the other person-imagining how we
would feel
• Empathy is entering into “another’s frame of reference” or “stepping
into the other person’s shoes”-imagining how they would feel
• Empathy is the next step-action even if it’s just listening
Brené Brown on Empathy-
Characteristics of Empathy
•Perspective taking
•Staying out of judgment
•Recognizing emotion in other people
•Communicating that recognition of emotion
http://media.virbcdn.com/files/74/676ff59b09b7482f-conceptanalysisofempathy.pdf
Types of Empathy
•Affective --involves the ability to understand another person's emotions and
respond appropriately
•Somatic -- involves having a sort of physical reaction in response to what
someone else is experiencing
•Cognitive--involves being able to understand another person's mental state and
what they might be thinking in response to the situation (theory of mind)
https://www.verywellmind.com/what-is-empathy-2795562#history-of-studying-empathy
Think about a time when either someone showed you empathy or
you displayed empathy. Why was it important to you? What
emotional connection was made?
Emotional Intelligence (EI)
https://
Empathy & Emotional Intelligence (EI)
• Responses to Emotional States
• Power Dynamics
• Tactical empathy
https://www.verywellmind.com/components-of-emotional-intelligence-2795438
Can Empathy Be Learned?
YES! It’s a muscle we have which can strengthen each time we exercise it.
But….it’s hard and it takes work!
•Improvement occurs if we commit to using it in our everyday lives
•It takes intentionality and patience
•When it comes to improving EI skills ask yourself honestly: How does this matter
to me?
Tips to Build Empathy
• Awareness!
• Active Listening-work on listening to people without interrupting
• Pay attention to body language and other types of nonverbal
communication
• Try to understand people, even when you don't agree with them
• Build trust! Ask people questions to learn more about them and
their lives
• Benefit of the doubt before passing judgment on behavior
https://www.verywellmind.com/what-is-empathy-2795562#history-of-studying-empathy
Techniques for Empathetic Listening
• Verbal and non verbal encouragers
(I see, Tell me more about, nodding head)
• Reflective listening
• Be attentive and present
• Provide feedback
• Defer judgement
• Respond appropriately
“In empathic listening, you listen with your ears, but you also, and
more importantly, listen with your eyes and with your heart.”
-Center for Building a Culture of Empathy
Challenges to Empathy
• Cognitive Biases
• Family of Origin
• Mindset/attitude
• Dehumanization
• Preconceived ideas or beliefs
https://insight.kellogg.northwestern.edu/article/cultivating-empathy-workplace
https://www.verywellmind.com/what-is-empathy-2795562
Empathy in the
Work Setting
Empathy in the Work Setting
According to Businessolver’s 2017 Workplace Empathy Monitor report, empathy has a direct
impact on employee productivity, loyalty, and engagement.
Striking data points from the report:
• 77% of workers would be willing to work more hours for a more empathetic workplace;
meanwhile, 60% would actually accept a slashed salary for the same
• 92% of HR professionals note that a compassionate workplace is a major factor for employee
retention
• 80% of millennials noted that they would leave their current job if their office became less
empathetic / 66% of Baby Boomers also shared this sentiment
-https://www.atspoke.com/blog/support/workplace-empathy/
Importance of Workplace Empathy
• Improves employee morale
• Builds trust in professional relationships
• Helps in employee retention
• Creates empathetic employee engagement
• Facilitates conflict management
• Sustains positive workplace relationships
Cultivating Workplace Empathy
• Lead by example (3 A’s)
• Include empathy in organizational
norms
• Schedule empathy trainings
• Use of scaling (1-10) to create a
common language
• Support the importance of mental
health
Campus Resources
HR Organization & Employee
Development
• Employee learning open
enrollment courses taught
virtually
• Enrollment open for courses
through SkillSoft
• Emotional Intelligence, Crucial
Conversations, Franklin Covey,
Clifton Strengths, Managers
Academy
• https://www.colorado.edu/hr/le
arning-development/employee-
learning
Faculty Staff Assistance Center
• All FSAP staff are trained as generalist counselors
and are equipped to deal with a wide range of
personal and work related issues
• Spanish speaking counselor available; 7 sessions
per rolling year (case by case)
• Services are free to all CU Boulder faculty and staff
members-individuals, families, couples, and
manager/supervisor consults
• Virtual confidential telehealth sessions are
available
• https://www.colorado.edu/hr/faculty-staff-
assistance-program
CU Boulder Ombuds Office
• Confidential, impartial, informal and independent
problem-solving and conflict resolution resource
for all members of the University community
• Lunch & learns on relevant soft skill topics
• Sharing of information about internal and external
resources and referrals
• Informs visitors about informal, formal and
administrative options for resolving conflicts,
complaints, and disputes
• Provides mediation and facilitation services
• https://www.colorado.edu/ombuds/
Summary
Thank you for joining us today!
References
https://www.forbes.com/sites/bryanrobinson/2019/07/03/workplace-empathy-packs-a-powerful-punch-
increasing-job-satisfaction-motivation-and-productivity/?sh=d70df2c2b608
https://insight.kellogg.northwestern.edu/article/cultivating-empathy-workplace
https://thriveglobal.com/stories/how-to-integrate-empathy-work-office-culture-tips/
https://www.verywellmind.com/what-is-empathy-2795562
https://www.forbes.com/sites/forbescommunicationscouncil/2019/11/18/the-importance-of-cultivating-
empathy-in-the-workplace/?sh=1d64f2aa7851
http://media.virbcdn.com/files/74/676ff59b09b7482f-conceptanalysisofempathy.pdf
http://ilabs.washington.edu/sites/default/files/oxfordhb-9780199928019-e-23.pdf
