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The power and practice of empathy

first_img“Empathy is about standing is someone else’s shoes, feeling with his or her heart, seeing with his or her eyes.  Not only is empathy hard to outsource and automate, but it makes the world a better place.”  Daniel H. PinkIt’s a beautiful sentiment and so true­—and yet so challenging sometimes.Navigating the world of financial services is difficult. For most members, coming to or contacting the credit union is an activity they have to do rather than one they want to do. They find themselves temporarily without a job, or having reduced hours, or worse yet, wondering how to keep themselves and their loved ones safe.  It generates anxiety and stress. And when things don’t go as planned, or something doesn’t work as promised, emotions are heightened and logic can go out the window.On the other hand, when things are going really well, and the member expresses positive emotion around the situation, empathizing enables you to reinforce the member’s positive feelings toward you and the credit union. ShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr continue reading »last_img read more