The Empathy Edge Maria Ross

The most popular question I get, by far, is how to balance empathy and accountability. often a false impression of empathy that makes us ask this question in the first place.

Today, I'm talking with Andrea Butcher, CEO of HRD, a Leadership Development Company. Andrea is a visionary—she knows how to lead organizations from big picture to execution. Today we talk about what emerging leaders are asking for in leadership development programs, which skills they want to strengthen, and what is vital to help all leaders in today's landscape be successful. We discuss how the work of leadership is self-development, how empathy and accountability co-exist, and why clear communication is so vital because you can't hold someone accountable to an expectation that was never set. She shares a lovely story about showing up as yourself, and another about how to respond to someone who has dropped the ball.
 
To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:
Every leader should have a coach. Everyone can benefit from having a safe place to struggle through challenges. As humans, we connect through weakness and vulnerability. But it takes confidence to feel those emotions and show that vulnerability while still recognizing your worth. Asking for feedback from trusted employees and advisors is a great path forward in becoming a better leader. It will do a lot to build trust and reinforce the relationship too.  

"You can't hold someone accountable for an expectation that has not been set. So much of the time it's the lack of clarity that's getting in the way." —  Andrea Butcher

 
Episode References: 
The Empathy Edge Podcast: Claude Silver: Leading With Heart At Vayner MediaThe Empathy Edge Podcast: Anna Liotta: Understanding Generational CodesExecutive Coach Ed Batista article on empathy and accountability
About Andrea Butcher, CEO, HRD

Andrea is a visionary—she knows how to lead organizations from big picture to execution. She is a dynamic speaker, executive coach, and facilitator. As the CEO of HRD - A Leadership Development Company, she leads a national team of expert facilitators and coaches and drives the organization’s growth strategy. She also hosts a daily and weekly leadership podcast, Being [at Work] and is the author of The Power in the Pivot (Red Thread Publishing 2022) and HR Kit for Dummies (Wiley 2023). In 2020, she was recognized by the Indianapolis Women’s Journal as a Woman of Influence. 

Andrea’s work spans organizations of all sizes and industries all over the world; she has experience in global HR positions, consulting, operations, and executive roles for private and public organizations. 

Andrea is also the co-founder and President of Next Gen Talent, a program specifically designed to equip emerging HR leaders for success.

Connect with Andrea:  
Website: https://hrdleadership.com/ 
Being [at Work] and Daily Dose: https://hrdleadership.com/podcasts/ 
LinkedIn: https://www.linkedin.com/in/leaderdevelopmentcoach/ 
Facebook: https://www.facebook.com/andrea.w.moore.3 
Andrea's speaking page: https://hrdleadership.com/andrea-butcher-speaker/ 

Join the community and discover what empathy can do for you: http://red-slice.com

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria's new book, The Empathy Dilemma for your leaders, exec team, (or yourself?!) and GET 30%! https://bit.ly/TEDSpecialPresale Offer ends August 27, 2024!

 
Connect with Maria: 
Get the podcast and book: TheEmpathyEdge.com
Learn more about Maria and her work: Red-Slice.com
Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross
Take my LinkedIn Learning Course! Leading with Empathy
LinkedIn: Maria Ross
Instagram: @redslicemaria
X: @redslice
Facebook: Red Slice
Threads: @redslicemaria

When you think of emotional intelligence, there are still many leaders out there who falsely believe it has no place in business. Business is about logic, not emotions, right? Wrong. How can being aware of yourself and others not have a place in an environment where relationships are everything?

My guest today is Robin Hills. He defines emotional intelligence and its core components, the role motivation and empathy play, and why AI won't take over anytime soon. He talks about resilience and shares strategies to manage stress and weather storms in the workplace. Finally, Robin shares a fascinating take on the Intelligence of Emotions and what useful information can be gathered when we learn to properly read emotions - both our own and those of others - so we can move forward and succeed.
 
To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:
Emotional intelligence is more than just the emotions themselves. But the emotions are what make us human. Leave the working without emotions to AI. When humans communicate and empathize with each other, we change each other in the processes, modifying the neural pathways in the brain. That interaction cannot happen in the same way with a robot. Emotional intelligence is always a work in progress. Whether you started studying it today or have been studying it for your entire life, there is always something more to learn.  
"Emotions drive our thinking, emotions drive our decision making, emotions drive everything that we do. Without emotional intelligence, we really are going to be just like the robots." —  Robin Hills

 
Episode References: 
Free Newsletter: Ei-Matters.comThe Empathy Edge: Dr. Michelle Zhou: Empathic AI is Real and It’s Here – But We Need Everyone Involved!The Empathy Edge: Miniter Dial: How to Embed More Heart Into AI
About Robin Hills, Director of Ei4Change, Business Psychologist, and Emotional Intelligence Trainer

Robin is the director of Ei4Change, a company specializing in educational training, coaching and personal development focused around emotional intelligence, positive psychology and neuroscience. He has taught over 400,000 people in 195+ countries how to build resilience,
and increase self-awareness and understanding of others. 

Robin is the author of 2 books and has through his work developed the experiential coaching methodology Images of Resilience to support cathartic conversations around resilience. He has delivered keynote speeches at conferences across the world including at Harvard University and sits on the North West Committee of the Association of Business Psychology.

Connect with Robin Hills:
Ei4change: ei4change.com 
X: twitter.com/Ei4Change 
LinkedIn: linkedin.com/in/robinhills 
Facebook: facebook.com/EI4Change 
Instagram: instagram.com/ei4change 

Robin's Courses: courses.ei4change.info/collections

Download this free guide: Developing your Emotional Intelligence
courses.ei4change.info/courses/free-book

Book: The Authority Guide to Behaviour in Business: How to Inspire Others and Build Successful Relationships

Robin's course on empathy: Understanding Empathy


Join the community and discover what empathy can do for you: http://red-slice.com

PRE-SALE SPECIAL! Pre-order 1 to 99 copies of Maria's new book, The Empathy Dilemma for your leaders, exec team, (or yourself?!) and GET 30%! https://bit.ly/TEDSpecialPresale Offer ends August 27, 2004!

 
Connect with Maria: 
Get the podcast and book: TheEmpathyEdge.com
Learn more about Maria and her work: Red-Slice.com
Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross
Take my LinkedIn Learning Course! Leading with Empathy
LinkedIn: Maria Ross
Instagram: @redslicemaria
X: @redslice
Facebook: Red Slice
Threads: @redslicemaria

The book is coming! September 10 is the day that The Empathy Dilemma: How Successful Leaders Balance Performance, People, and Personal Boundaries hits shelves to help leaders dedicated to people-centered practices to get the best performance possible and balance the demands of the business with the needs of their people.

I am so excited to share this with you! For the next 5 months, I'll be devoting a Hot Take episode to one of the 5 core pillars of effective empathetic leaders, outlined in the book. See, I emphasize EFFECTIVE because it's not just about being empathetic - you have to actually perform, deliver, and get results, too. You as a leader can and must balance empathy with accountability. And today we're going to talk about the first pillar to accomplish that…Self-Awareness.
 
To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:
Humility and empathy go hand in hand. You have to let your ego go and embrace your curiosity to learn and grow. Some ways you can become more self-aware include: requesting input from teammates and colleagues, leveraging self-assessment tools (such as the Enneagram, DISC, or Myers Briggs), and learning to listen deeply.You can pre-order now through August 27, 2024, to get 30% off your copy of The Empathy Dilemma  for stories from leaders, and recommendations for tactics to try to put these strategies into practice and benefit from the results.  

"Self-reflection is not woo-woo; it's a smart strategy. You need to cultivate a deep and ever-evolving understanding of your people, as well as of yourself." —  Maria Ross

 
Episode References: 
Check out The Empathy Dilemma pre-sale for 30% off until August 27, 2024: https://bit.ly/TEDSpecialPresale
Find out more about the book and (soon) download a free chapter sneak peek: http://www.TheEmpathyDilemma.com 
Join the community and discover what empathy can do for you: http://red-slice.com

Connect with Maria: 
Get the podcast and book: TheEmpathyEdge.com
Learn more about Maria and her work: Red-Slice.com
Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross
Take my LinkedIn Learning Course! Leading with Empathy
LinkedIn: Maria Ross
Instagram: @redslicemaria
X: @redslice
Facebook: Red Slice
Threads: @redslicemaria

US Surgeon General Vivek Murthy has called out an epidemic of loneliness and highlighted how workplaces are one way to help. How can people get their needs for connection and recognition met in appropriate ways at work? And how does this impact the overall performance of the organization?

I dug into these questions and more with Logan Mallory. Today, we talked about why he is so passionate about this work and how his empathy for his customers comes from being a customer himself at one time! We discussed why employers and employees are having so much conflict right now, what leaders can do to improve the employee experience, and simple ways to create an above-and-beyond culture. We talked about how your company can create a Gratitude Flywheel and got real about the short shelf life of "surface perks,” why a more consistent culture is required, especially in dispersed or hybrid environments, and why a workplace can help support community and connection to keep us mentally healthy.
 
To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:
Communication and transparency are two of the pillars to understanding one another’s perspectives. Without that clarity in understanding, there cannot be effective empathy.People want to be recognized and they want to recognize their peers. According to a Motivosity survey, 75% of people said that their mental health would improve if they were recognized at work more often.The higher you are in your organization, the less you know about what’s going with your teams and customers creating an iceberg of influence. This is the same for the good and the bad. Put systems in place to help bridge this gap. Good culture is different for everyone. What leadership in a company needs to do, with input from their team, they need to decide what those values are going to be. When you state who you want to be, that is empathetic for your employees and new recruits.  
"We have people that are burnt out, people that are disengaged, you have a mental health crisis in the US. And maybe one of the easiest things employers can do is empower their people to say Thank You more often." —  Logan Mallory


Episode References: 
The Empathy Edge podcast episodes:Rebecca Friese: How To Build A “Good” CultureShasta Nelson: Why Successful Leaders Encourage Work FriendshipsClaude Silver: Leading with Heart at Vayner MediaMotivosity survey infographic, showing how gratitude leads to better mental health at work.The Happiness Advantage by Shawn Achor
About Logan Mallory, VP Marketing, Motivosity
Logan Mallory is the Vice President of Marketing at the leading employee recognition software, Motivosity. Mallory is a public speaker, adjunct professor, and thought leader on culture and leadership in the workplace to achieve employee retention. Motivosity helps companies create winning cultures by focusing on gratitude and connection at work. Mallory's wife, four kids and poodle are all his favorites.

Connect with Logan Mallory:  
Motivosity: motivosity.com 
X: twitter.com/LoganMMallory 
LinkedIn: linkedin.com/in/loganmallory 
Facebook: facebook.com/profile.php?id=100009422255617 
Instagram: instagram.com/motivosity 

Join the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy
 
Connect with Maria: 
Get the podcast and book: TheEmpathyEdge.com
Learn more about Maria and her work: Red-Slice.com
Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross
Take my LinkedIn Learning Course! Leading with Empathy
LinkedIn: Maria Ross
Instagram: @redslicemaria
X: @redslice
Facebook: Red Slice
Threads: @redslicemaria

Could YOU or YOUR company survive if you had to live and work with your customers and coworkers? Hearing every bit of praise, every complaint, and every...everything? That's what life is like for the cruise industry, where crew and customers live together for weeks in the middle of the ocean. And it's why my guest today, Paul Rutter,  helps land-based companies apply the lessons he's learned from the cruise ship industry to create exceptional customer experiences.

Today, we talk about what he learned about both customer experience and culture from working in the cruise industry, and how to ensure your employees are supported so they can show up with the right attitude and deliver great customer care. We discuss what to look for in hiring, how to empower employees to solve problems right away, why gossip is a culture killer, the importance of top execs getting in the trenches, and the link between empathy, innovation, and risk-taking.  Paul even shares how to deal with extreme customer disappointments - like weddings canceled due to hurricanes - and how empathy helps turn those experiences into lifetime customer value, loyalty, and referrals.
 
To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:
Hire for attitude. Skills can be trained (and training is so, so important and should be done regularly), but without the right attitude having the right skills won’t matter. Learn about and celebrate the differences of those onboard your team. You need to take care of your employees and they will take care of your customers. You want your employees to be your raving brand ambassadors. If you’re in the C-Suite, take time to work how your lower-level employees work each day. It is important for the employees to see and for the executives to know what your employees are dealing with every day.  
"We have one goal on board a ship. That's it. And it should be the goal of all of your listeners as well: Create such an exceptional experience that exceeds expectations that they will come back because they've had such a great experience."
—  Paul Rutter

About Paul Rutter, Chief Experience Officer:
After three decades as a global cruise director who lived with his team and clients, speaker, trainer, and author Paul Rutter knows that “perfect” is just a starting point. He knows that with today’s abundance of options for customers, every single experience they have is critical to running a successful business. Paul helps companies around the world set a standard for unmatched customer service.

Recognized by USA Today, ABC, NBC, MarketWatch, and FOX, Paul Rutter is a customer experience expert, speaker, bestselling author, and founder of the More Than Perfect™ service model.  Paul is the author of the bestseller You Can’t Make This Ship Up, a hilarious look at the lessons he’s learned at sea and now applies to land-based businesses.  He is also the creator of the strategic guide, Repeat Business Inc: The Business of Staying in Business.

Connect with Paul Rutter:  
Smooth Sailing Communication, Inc: PaulRutterSpeaks.com 
LinkedIn: linkedin.com/in/parutter 
Instagram: Instagram.com/PaulRutterSpeaks 

Book: You Can't Make This Ship Up; Business Strategies, Life Lessons and True Stories From 40 Years at Sea


Join the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy
 
Connect with Maria: 
Get the podcast and book: TheEmpathyEdge.com
Learn more about Maria and her work: Red-Slice.com
Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross
Take my LinkedIn Learning Course! Leading with Empathy
LinkedIn: Maria Ross
Instagram: @redslicemaria
X: @redslice
Facebook: Red Slice
Threads: @redslicemaria

Marketing often relies on a lot of "tricks" to reach people in this noisy world. But we have an opportunity to be more intentional and responsible in our marketing  - and when we do, that leads to increased customer engagement, loyalty, and yes, profit.

Today, I talk with Kat Kennan about trauma-informed marketing and how we can rethink the way we promote our offerings. We talk about what trauma-informed marketing means, why brands need to pay attention, how to avoid cancel culture, and how to rethink old marketing models and get away from fear-based messaging. We discuss how trauma can show up for your customers, where you can take a pause and adapt, and some great tips on easy ways to start infusing more empathy into your marketing to boost your customer's perception of your brand. 
 
To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com 

Key Takeaways:
Fear-based marketing techniques are going to continue to get diminishing returns. As businesses, we need to move beyond personas and really connect with our customers. Over 70% of people have experienced at least one major traumatic event in their lives. In thinking about the pandemic, we are now looking at 100%. Empathy is a bottom-line issue. 97% of customers say that empathy is important to their customer loyalty. You need to have a pretty nimble and agile group of decision-makers that can adapt and adjust campaigns on the fly based on real-time events. 
"It's encouraging marketers to just take a pause before they send something out to think about how it might feel or how it might read." —  Kat Kennan

 
Episode References: 
The Cancel Culture Checklist: Go to Kat's website radicalcustomerexperience.com & use code MARIA30 to enjoy 30% off the 1st 3 months. Check the website for all details.The Empathy Edge episodes:Charna Cassel: Recognizing Trauma at Work - Yours and OthersMelina Palmer: Why Your Customers Can't Tell You What They WantBrigette Iarusso Disrupting Toxic Business Models in the Online SpaceLindsay LaShell: A Marketing Activist Blends Purpose & ProfitUncommon GoodsOreo's responsive Super Bowl campaign
Brand Story Breakthrough course to help you craft a clear, compelling brand story  - includes weekly office hours with Maria!

About Kat Kennan:
Kat Kennan is the Founder and CEO of Radical Customer Experience™️, a groundbreaking consulting firm that encourages brands to establish genuine connections with their customers by embracing strengths-based, trauma-informed, and inclusive marketing services. With a passion for empowering individuals and driving positive change, her mission is to help brands speak up, speak out, and foster diversity, equity, inclusion, and belonging in their customer interactions. As a certified trauma-informed professional, Kat brings a crucial perspective to her work, infusing every aspect of her business ventures with a deep understanding of the human experience.

Kat’s unwavering commitment to creating a more inclusive and empathic world have earned her recognition and respect within the marketing and trauma-informed community. She is leading the charge in revolutionizing the way businesses interact with their customers, leaving a profound impact on the industry and society as a whole.

Connect with Kat:  
Radical Customer Experience: radicalcustomerexperience.com 
LinkedIn: linkedin.com/in/katkennan 
Facebook: facebook.com/rcxconsulting 
Instagram: instagram.com/katkennan 

Join the tribe, download your free guide! Discover what empathy can do for you: red-slice.com/business-benefits-empathy
 
Connect with Maria: 
Get the podcast and book: TheEmpathyEdge.com
Learn more about Maria and her work: Red-Slice.com
Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross
Take my LinkedIn Learning Course! Leading with Empathy
LinkedIn: Maria Ross
Instagram: @redslicemaria
X: @redslice
Facebook: Red Slice
Threads: @redslicemaria