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Author: Dana Publicover
Publisher: Lulu.com
ISBN: 1794802088
Category : Business & Economics
Languages : en
Pages : 130
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Book Description
How many times have you experienced organizational change that is, at best, a rebrand and business as usual at worst? To create real change, real change must occur. The way we work isn't working. Employees wear too many hats and spend all their time putting out fires instead of strategizing a brilliant future. Innovation is just a word in our tagline. We're looking for the Next Big Thing, but we can't afford to take a risk on anything different.It's time to try a new approach to problem-solving using tools already at your disposal. To understand the root cause of problems (and predict the impact of your solution), you must empathize with your user-your customer, your member, your client or even your employee. This book will teach you how to empathize with anyone and run a full-scale empathy study to collect actionable, qualitative data. You'll also learn problem-solving methods and ways to prove ideas early on to avoid costly mistakes down the line.If you find yourself with unsolvable problems and you're open to trying new ways of thinking, Empathy at Scale is the impetus you've been waiting for. Dana Publicover brings knowledge from years in startup business development, product design, user research and design thinking facilitation to show that there is always a creative solution-and it's not going to come out of routine brainstorms. Because if you could sit and think up a solution, you'd have the answer by now. This book is for anyone who knows it's time to change the way they work, who wants to change but isn't sure how, and who believes their work gets in the way of their job. REVIEWS: "Companies are beginning to realize that what is missing from their development process is a real understanding of the audiences they serve. Teams looking to gain that understanding should look to Empathy at Scale for a practical playbook to get people out of their own heads to better see into others'. Publicover has a wide variety of examples and tips to build empathy, a critical skill in the 21st century." - Gretchen Anderson, author of Mastering Collaboration "Dana's understanding of empathy and it's vital role in product and service design is as comprehensive and well-delivered in this book as any place you can find. She has rightfully put the horse in front of the cart which is the opposite of what most design thinkers do. This book is a guide to save time, save money, and create what your customers want and will use." -Cam Marston, President, Generational Insights.
Author: Dana Publicover
Publisher: Lulu.com
ISBN: 1794802088
Category : Business & Economics
Languages : en
Pages : 130
Get Book Here
Book Description
How many times have you experienced organizational change that is, at best, a rebrand and business as usual at worst? To create real change, real change must occur. The way we work isn't working. Employees wear too many hats and spend all their time putting out fires instead of strategizing a brilliant future. Innovation is just a word in our tagline. We're looking for the Next Big Thing, but we can't afford to take a risk on anything different.It's time to try a new approach to problem-solving using tools already at your disposal. To understand the root cause of problems (and predict the impact of your solution), you must empathize with your user-your customer, your member, your client or even your employee. This book will teach you how to empathize with anyone and run a full-scale empathy study to collect actionable, qualitative data. You'll also learn problem-solving methods and ways to prove ideas early on to avoid costly mistakes down the line.If you find yourself with unsolvable problems and you're open to trying new ways of thinking, Empathy at Scale is the impetus you've been waiting for. Dana Publicover brings knowledge from years in startup business development, product design, user research and design thinking facilitation to show that there is always a creative solution-and it's not going to come out of routine brainstorms. Because if you could sit and think up a solution, you'd have the answer by now. This book is for anyone who knows it's time to change the way they work, who wants to change but isn't sure how, and who believes their work gets in the way of their job. REVIEWS: "Companies are beginning to realize that what is missing from their development process is a real understanding of the audiences they serve. Teams looking to gain that understanding should look to Empathy at Scale for a practical playbook to get people out of their own heads to better see into others'. Publicover has a wide variety of examples and tips to build empathy, a critical skill in the 21st century." - Gretchen Anderson, author of Mastering Collaboration "Dana's understanding of empathy and it's vital role in product and service design is as comprehensive and well-delivered in this book as any place you can find. She has rightfully put the horse in front of the cart which is the opposite of what most design thinkers do. This book is a guide to save time, save money, and create what your customers want and will use." -Cam Marston, President, Generational Insights.
Author: Tony Bates
Publisher: IdeaPress Publishing
ISBN: 9781646870431
Category : Business & Economics
Languages : en
Pages : 195
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Book Description
A bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale. While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We've all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions. That's because brands have focused on company centric business strategies, processes and technology. However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets--the very people who make it possible to be in business? Empathy is a powerful construct for a better world and a better business. It's not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff to define a new path forward to put empathy into action. By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding and predicting, as well as, taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like, AI and cloud can enable a more empathetic world.
Author: Darrick Jolliffe
Publisher: Taylor & Francis
ISBN: 1000366669
Category : Psychology
Languages : en
Pages : 260
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Book Description
This book advances knowledge about the measurement of empathy, using the Basic Empathy Scale (BES), and how empathy is related to offending, aggression, and bullying in community and incarcerated groups. Empathy is widely accepted as one of the most important individual factors that is related to offending, aggression, and bullying, and it is common in many intervention projects to aim to improve empathy in order to reduce offending, aggression, and bullying. The BES was constructed by Jolliffe and Farrington (2006) and has been widely used in a number of countries. This book presents a collection of papers exploring the application of BES in 10 different countries (England, Portugal, Spain, Poland, Italy, the Netherlands, Croatia, Australia, Canada, and the USA). Each chapter reviews the use of the BES in that particular jurisdiction, its psychometric properties, and its importance in relation to offending, aggression, and bullying. The research includes samples from primary schools, secondary schools, and the community, as well as those who are justice-involved and on probation, in prisons and secure psychiatric hospitals. In bringing together this broad range of contributions, the book concludes with wider implications for intervention, policy, and practice. This book will be valuable for students, academics, and practitioners who are interested in developing their understanding of the complex link between empathy and a range of antisocial behaviours.
Author: Paul Bloom
Publisher: HarperCollins
ISBN: 0062339354
Category : Psychology
Languages : en
Pages : 190
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Book Description
New York Post Best Book of 2016 We often think of our capacity to experience the suffering of others as the ultimate source of goodness. Many of our wisest policy-makers, activists, scientists, and philosophers agree that the only problem with empathy is that we don’t have enough of it. Nothing could be farther from the truth, argues Yale researcher Paul Bloom. In AGAINST EMPATHY, Bloom reveals empathy to be one of the leading motivators of inequality and immorality in society. Far from helping us to improve the lives of others, empathy is a capricious and irrational emotion that appeals to our narrow prejudices. It muddles our judgment and, ironically, often leads to cruelty. We are at our best when we are smart enough not to rely on it, but to draw instead upon a more distanced compassion. Basing his argument on groundbreaking scientific findings, Bloom makes the case that some of the worst decisions made by individuals and nations—who to give money to, when to go to war, how to respond to climate change, and who to imprison—are too often motivated by honest, yet misplaced, emotions. With precision and wit, he demonstrates how empathy distorts our judgment in every aspect of our lives, from philanthropy and charity to the justice system; from medical care and education to parenting and marriage. Without empathy, Bloom insists, our decisions would be clearer, fairer, and—yes—ultimately more moral. Brilliantly argued, urgent and humane, AGAINST EMPATHY shows us that, when it comes to both major policy decisions and the choices we make in our everyday lives, limiting our impulse toward empathy is often the most compassionate choice we can make.
Author: Mohammadreza Hojat
Publisher: Springer
ISBN: 3319276255
Category : Psychology
Languages : en
Pages : 477
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Book Description
In this thorough revision, updating, and expansion of his great 2007 book, Empathy in Patient Care, Professor Hojat offers all of us in healthcare education an uplifting magnum opus that is sure to greatly enhance how we conceptualize, measure, and teach the central professional virtue of empathy. Hojat’s new Empathy in Health Professions Education and Patient Care provides students and professionals across healthcare with the most scientifically rigorous, conceptually vivid, and comprehensive statement ever produced proving once and for all what we all know intuitively – empathy is healing both for those who receive it and for those who give it. This book is filled with great science, great philosophizing, and great ‘how to’ approaches to education. Every student and practitioner in healthcare today should read this and keep it by the bedside in a permanent place of honor. Stephen G Post, Ph.D., Professor of Preventive Medicine, and Founding Director of the Center for Medical Humanities, Compassionate Care, and Bioethics, School of Medicine, Stony Brook University Dr. Hojat has provided, in this new edition, a definitive resource for the evolving area of empathy research and education. For those engaged in medical student or resident education and especially for those dedicated to efforts to improve the patient experience, this book is a treasure trove of primary work in the field of empathy. Leonard H. Calabrese, D.O., Professor of Medicine, Cleveland Clinic Lerner College of Medicine of Case Western Reserve University The latest edition of Empathy in Health Professions Education and Patient Care grounds the clinical art of empathic caring in the newly recognized contributions of brain imagery and social cognitive neuroscience. Furthermore, it updates the accumulating empirical evidence for the clinical effects of empathy that has been facilitated by the widespread use of the Jefferson Scale of Empathy, a generative contribution to clinical research by this book’s author. In addition, the book is so coherently structured that each chapter contributes to an overall understanding of empathy, while also covering its subject so well that it could stand alone. This makes Empathy in Health Professions Education and Patient Care an excellent choice for clinicians, students, educators and researchers. Herbert Adler, M.D., Ph.D. Clinical Professor of Psychiatry and Human Behavior,Sidney Kimmel Medical College at Thomas Jefferson University It is my firm belief that empathy as defined and assessed by Dr. Hojat in his seminal book has far reaching implications for other areas of human interaction including business, management, government, economics, and international relations. Amir H. Mehryar, Ph.D., Emeritus Professor of Behavioral Sciences and Population Studies, Institute for Research and Training in Management and Planning, Tehran, Iran
Author: William J. Reynolds
Publisher: Routledge
ISBN: 9781138724358
Category : Empathy
Languages : en
Pages : 0
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Book Description
Cover -- Half Title -- Title -- Copyright -- Contents -- List of Tables -- List of Figures -- Foreword -- Preface -- Acknowledgements -- 1 Empathy is crucial to helping -- 2 The problem: Professional helpers, including nurses, do not normally display much empathy -- 3 Analysis: Empathy has not been measured in clients' terms and accordingly taught -- 4 Solution, Part 1: A reliable and valid client-centred empathy scale has now been developed -- 5 Solution, Part 2: Using this scale, a course has been developed which does help nurses to show empathy -- 6 Summary and implications: Such a course may help others to learn as well -- Bibliography -- Appendices 1 The empathy scale and users'guide -- 2 The internal reliability of items on the empathy scale (Cronbach's Alpha) -- 3 The internal discriminations of the empathy scale (phi coefficient) -- 4 Pre- and post-course interview schedules -- 5 Evaluation of the circumstances occurring during counselling interviews in the clinical area -- 6 Rationale for questions on the interview and survey method -- 7 Nurses' attitudes to education -- 8 Effective and ineffective course components -- 9 Barriers to empathic behaviour in nurses' clinical environments -- 10 Content of the self-directed study pack -- 11 The initial activity in the self-directed study pack -- Index
Author: Dr. Kristin Neff
Publisher: Harper Collins
ISBN: 0062079174
Category : Self-Help
Languages : en
Pages : 398
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Book Description
Kristin Neff, Ph.D., says that it’s time to “stop beating yourself up and leave insecurity behind.” Self-Compassion: Stop Beating Yourself Up and Leave Insecurity Behind offers expert advice on how to limit self-criticism and offset its negative effects, enabling you to achieve your highest potential and a more contented, fulfilled life. More and more, psychologists are turning away from an emphasis on self-esteem and moving toward self-compassion in the treatment of their patients—and Dr. Neff’s extraordinary book offers exercises and action plans for dealing with every emotionally debilitating struggle, be it parenting, weight loss, or any of the numerous trials of everyday living.
Author: Elaine Lamonica Rigolosi
Publisher:
ISBN: 9781599961927
Category :
Languages : en
Pages : 18
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Book Description
The Empathy Construct Rating Scale is an 84-item, self-scored instrument designed to measure empathy in one's self or another person. Participants are asked to read each statement and use graduated responses (extremely unlike to extremely like) to describe how they perceive themselves or another person to be like or unlike the statement. The instrument includes scoring instructions and help with interpreting the result. Empathy in client/patient settings is essential for nurses, helpers/caregivers, physicians, associates, lawyers, counselors and other professionals. The ability to express an awareness of and appreciation for emotions can significantly influence a client/patient's satisfaction, adherence to recommendations and outcomes. In no time, this powerful profile delivers new insight that will help professionals in caring professions be better able to: Soothe others during stressful situations; Be tactful; Value the opinions and ideas of others; Respect individual differences; Protect the privacy of others; Be responsive; Show consideration of others' feelings; and more.
Author: Kathy Marshack
Publisher: Createspace Independent Publishing Platform
ISBN: 9781979969000
Category :
Languages : en
Pages : 554
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Book Description
Have you ever... - Felt victimized, been swindled or lied to by your best friend; - Loaned money to loved ones who squandered the gift and never paid you back; - Had to fight unscrupulous prosecutors for your freedom; - Been forced to defend yourself from your vengeful ex or your ungrateful children; - Bumped into a beguiling, but shifty, stranger? If so, you've crossed paths with someone operating with Empathy Dysfunction (EmD). In this book, psychologist, Dr. Kathy Marshack, helps you not only understand why this is happening, but how to protect yourself from those hell-bent on destroying you. Narcissists, sociopaths, addicts, brain injured, autistics, a vengeful ex, corrupt city officials and greedy neighbors. What do these people have in common? According to Licensed Psychologist, Dr. Kathy Marshack, they all lack empathy. She ought to know. She endured a 12-year perfect storm of divorce, lawsuits, assaults, cyberstalking, false arrests, predatory prosecution, and the loss of her children to parental alienation. Throughout all these experiences she noticed there was a common theme, namely people with Empathy Dysfunction (EmD). Dr. Kathy Marshack does more than share her unbelievable true story, she shares: - Hard-learned lessons on how to stand up for yourself when dealing with people who could literally care less about you. - A way to identify those with a dysfunctional lack of empathy using the new Empathy Dysfunction Scale (EmD Scale), so you can shield yourself from the destruction they leave in their wake. - Clues you should never ignore for your own safety - like a rotten neighbor, friends who start believing the nasty gossip spread by your ex-partner, or a nagging feeling you're being watched. Pay attention, it may be because "they" really are out to get you. - Warrior training to protect yourself from dangerous people. If you've been hurt just once, or maybe too many times to count, by a person with EmD, apply the warrior training in this book, increase your own empathy to a higher level, and reclaim the beautiful life you are meant to live.
Author: Alex Allwood
Publisher:
ISBN: 9781925921656
Category : Business & Economics
Languages : en
Pages : 152
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Book Description
Global performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised - at best, there is only incremental gain for most organisations. Something is missing. As it stands, customer experience management and design is overdue for radical intervention. Customer empathy helps us to see the customer's world differently. Doubling down on CX practices by switching on customer empathy creates deeper understanding, more meaningful connection, aligns and unites teams and enriches decision making. Customer empathy is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked.
