Empathy Is for Everyone, not only customers!

I’ve been fortunate to spend my career in environments where most people have a strong sense of empathy for customers. We work together every day with a shared goal of creating great customer experiences, and we take pride in being customer-centric.

However, despite this strong empathy for our customers, I’ve noticed that sometimes we don’t show the same level of empathy toward one another. Your colleagues, managers, and direct reports all face their own challenges. Before jumping to conclusions about why they do what they do, try to put yourself in their shoes. If that doesn’t help, invite them for a friendly chat to clear up any misunderstandings.

If you’re starting a new role, it’s important to build a solid foundation with your manager, colleagues, and direct reports. Start by asking each of them these questions:

1. What are your goals?
2. What gives you energy?
3. What drains your energy?
4. What’s going on in your personal life?
5. What’s preventing you from achieving your goals?
6. How do you expect me to help?

Every time I’ve forgotten to do this exercise with a colleague, I’ve noticed that we aren’t as productive and collaborative as we could be. However, it’s never too late. Whenever I’ve taken the time to do this exercise later, it has transformed the relationship into a much more positive one.

Remember, it’s not just about asking these questions. The questions are only a tool used to uncover how others think and operate. This helps both sides understand how they can collaborate most effectively.