26/09/2022
Direct link between empathy and commercial success
There is a direct link between empathy and commercial success. Leaders who treat their employees well, know their needs and try to meet them. Listening is active attention. Remember, you are not the center of the universe: listen to the person you are talking to and stop worrying about what you will say when it is your turn to speak. Don't get distracted, put your smartphone away and create a relaxed atmosphere by showing interest in the person you're talking to.
Remember that judging a person from his first words means depriving yourself of the opportunity to listen to him. Patience matters the most. Show that you are listening - nod, smile, use facial expressions. Watch the body language of the interlocutor, it is more eloquent than words. Lean forward and remember that your face also speaks volumes to the interlocutor. Take notes, if necessary, to show how important what you hear is to you.
Show that you understand the emotions that underlie the words. "I see you've been inspired by this idea." Or "I see you're upset about what happened." To achieve mutual understanding, share your emotions - how would you feel if you were in his place. If you are not clear about the emotions of the interlocutor, ask him: “How do you feel about this? What do you feel?" Ask open-ended or clarifying questions. Listening is a two-way process, and the more you encourage people to talk, the more you will understand what they are saying. Ask additional questions, help the interlocutor to formulate an idea. Repeat what you heard, but not word for word, like a parrot, but paraphrasing. So you give him the opportunity to either confirm and develop the thought further, or correct you if you misunderstood.
Remember, empathic listening is when you show people that you understand not only their idea or problem, but also the emotional content behind it all. Always summarize what you understand and thank the other person for taking the time to share their thoughts with you. Your job as a leader is to build relationships and build trust, so when you thank people, even if you don't see any value in their words, you show that you respect and appreciate them - and this is the main thing.
Finally, always take responsibility for your next steps. Write down for yourself that you need to return to this question and explain what you did or did not do. People always feel more interested and involved when they trust that you will think about what is said and take the necessary actions. Sometimes it will be necessary to explain why you decided not to take action (otherwise you will seem like a coward), this will help build trust and respect.
