Citrine Insight: Changing the Conversation

March 2024 | Issue 6

Changing Conversation Metrics

I work with many clients who are trying to transform how they work—going from silos to collaboration and from a team approach to an initiative approach. Whatever you are looking to do, there is a lot to consider.

Companies tend to consider a lot of data, their key performance indicators (KPIs) to help with this. However, what if we changed the conversation from data to people? What if the metric you focused on was empathy?

Empathy fosters understanding, trust, and collaboration within a team, leading to stronger relationships, improved communication, and increased productivity—all of which would have a positive impact on whatever KPIs you are focused on.

While empathy itself is hard to measure, empathy helps with engagement, retention, collaboration, customer satisfaction, and conflict resolution, to name a few. Empathy promotes constructive conflict resolution by encouraging empathy and understanding among conflicting parties. How we treat each other makes a big difference.

So how do you bring more empathy in:

1) Listen more: Listen to Understand vs. Listen to Respond
2) Try Perspective-Taking: Put yourself in other people’s shoes. What could they be thinking or feeling?
3) Use empathetic language: Simply telling someone you understand them can go a long way.

Most of all, don’t be afraid to prescriptively try to do this, even if you start small. Just listening can make a huge difference.

Change the conversation from numbers to people; you will likely find that numbers naturally take care of themselves.

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