Jennifer Sperry, DVM, leads this online CE webinar and shares the different facets of empathy through storytelling, real-world examples and academic publications. She identifies some tools any clinic or practitioner can employ to activate and improve empathetic practice. Source: ASPCA® Pet Health Insurance. Link. Earn 1 Hour of RACE-Approved CE Credit. Related: Search … [Read more...]
Search Results for: empathy
Empathy – the secret sauce
Empathy is one of the building blocks of healthy business relationships. Source: headspace, July 2023. Link. Being able to recognize and relate to the feelings of others does not come in degrees. Like any skill, it is there, or not. INSIGHT: The ability to suspend your own point of view for the moment is confidence. Also see: Search results for: Empathy, AHD. Link. … [Read more...]
Sympathy versus empathy
Last week I suggested there is an enormous difference between these two words. Based on your feedback, I believe it is important to understand that difference. Simply put, sympathy is feeling for someone, while empathy is feeling with someone. Source: SimplyPsychology, May 4, 2023. Link. INSIGHTS: Empathy requires your respect for another’s point of view at that … [Read more...]
Empathy app can make tough times less so
Beth Z, a professional speaker, author and nerd, is known for her fun presentations that help people better use technology. After losing her mother-in-law last Thanksgiving, she discovered empathy (Link), an app to help after a loss. Source: Your Nerdy Best Friend, February 1, 2020. Link. The app helps with: Funeral Arrangement Details Obituary Writing Family Task … [Read more...]
Radical empathy part of 5: Other ways to rethink customer experience
Bridget Brennan’s Forbes article dovetails with discussions from the AVMA 2020 Economic Summit Day 1 theme, Transformation through Collaboration. Richard R. DeLuca, Jr., executive vice president of Merck, and president of Merck Animal Health, emphasized “getting comfortable with being uncomfortable” and “listening to the customers’ experiences.” Brennan said innovating your … [Read more...]
Don’t confuse empathy and kindness
Kindness is certainly a quality to be admired and the world would be a better place if we were kinder to one another. However, there are many situations when being kind is the most unproductive, disrespectful and frankly, the unkindest thing you can do to another human being. Source: Fast Company, May 23, 2018. Link. Here’s what empathy is: It’s putting yourself in someone … [Read more...]
Sympathy and empathy are vastly different
Imagine you are in a jungle and happen upon someone who has fallen into quicksand. Sympathy is jumping in with them and agreeing this is bad. Empathy is acknowledging their situation is bad and then getting a vine to help pull them out of the predicament. Source: Rework, February 14, 2018. That's empathy - seeking to understand someone else's perspective and how their … [Read more...]
Empathy important during that special time
The incredible bond that develops between military personnel and the animals that support them into battle is in a category all its own. This was evident July 26 as Marine veteran Jeff DeYoung carried his best friend Cena past a line of well-wishers on a decommissioned Navy ship to be euthanized. The 10-year-old black Labrador suffered from bone cancer. Source: Washington … [Read more...]
Empathy trumps cuteness in viral videos
Animal health marketers frequently find that and images of pets “sell.” Autumn Sullivan suggests otherwise. Her position is cuteness helps, especially with viral videos, while the real secret ingredient to creating viral content is empathy. The post referenced here is promotional but the message applies to marketers stretching their companies in the social media and video … [Read more...]
Balance empathy and authority
Effective communication skills are essential to achieve effective leadership results. Sending mixed signals creates confusion and often creates paralysis within the organization. Remember, words make up 10 percent of our in-person communication. Thus, it is important to ensure our voice and body language are in concert with the words we choose and that all three are appropriate … [Read more...]
Real empathy is not about you
In our self-centered society, empathy seems like an outdated concept. Even caring individuals often get it wrong when trying to be empathetic to another’s situation. Genuine empathy is difficult because it is all about the other person – not you. Source: Gordon Tredgold, August 1, 2016. This is something that I still struggle with because as a confident person when I put … [Read more...]
How to show clients sincere empathy
Actively listening is critical to effective person-to-person communications. The level of empathy needed when talking with clients is often determined by how much emotion is present. This is a good article for veterinary hospital teams to discuss during staff meetings. Source: Veterinary Team Brief, November/December 2015. Providing clients with sincere and genuine empathy … [Read more...]
It’s time to mean it when you ask, ‘How’s it going?’
Jennifer Shike shares thoughts about the people in her life who truly “see” her. Those who aren’t too busy or preoccupied to notice how she’s really doing and ones who won’t speak the question lightly. . . . We need to do a better job of celebrating with people when they are happy, to take time to sit with people when they are struggling and need to be better at noticing when … [Read more...]
Boehringer Ingelheim and Detroit Horse Power announce education partnership
Through riding and caring for horses in a safe and enriching space, Detroit Horse Power provides under-resourced youth with opportunities to learn valuable lessons about perseverance, empathy, responsible risk-taking, confidence and self-control. As part of the agreement to expand the non-profit’s existing programming in the areas of horse health and equine industry careers, … [Read more...]
Survey: The best 3 things to say when offering support
About 1,000 Americans between the ages of 18 and 76 were surveyed to find the expressions of support they most appreciate hearing. Three simple phrases topped the list of words they like to hear: “I’m proud of you,” “You’ve got this,” and “I believe in you.” Source: Nice News, March 2, 2024. Link. Also see: Empathy – the secret sauce, AHD Archives. Link. … [Read more...]
Groundhog day again?
The iconic movie “Groundhog Day” is amusing, but also mirrors our journey in leadership and personal growth. Source: Linkedin Pulse, January 30, 2024. Link. Each iteration is an opportunity to refine strategies, enhance decision-making, and lead with more empathy and understanding. INSIGHTS: Embrace persistence and resilience. … [Read more...]
Understanding active listening and distractions
Commentary With all the distractions of checking personal devices, social media and other interruptions it's a wonder any work gets done at all. Consider these articles as you head into meetings and travel to VMX. Active listening involves mastering a host of other skills, writes Amy Gallo. It includes reading body language and tone of voice, maintaining your attention, … [Read more...]
AAFP releases 2023 Feline Palliative Care Guidelines
The guidelines provide a comprehensive summary of how to approach and support cats’ and caregivers’ needs. They emphasize the need for empathy, kindness and understanding during what is a challenging time for cats and their human caregivers. Source: Today’s Veterinary Business, October 16, 2023. Link. The guidelines resulted from collaboration between the American … [Read more...]
Worth a Glance – September 7, 2023
Last week’s AHD Bulletin – Animal Health Digest Bulletin, August 24, 2023. Link. Most read post(s) from the August 24th AHD Bulletin – Here’s how much workers are demanding for a new job. Link. Empathy – the secret sauce. Link. The need for vigilant African swine fever on-farm prevention. Link. Place keeper: 2023 Veterinary Conferences provided by … [Read more...]
Employers share employees need training on how to behave in the office
From eye contact to empathy, business leaders shared concerns about employee business behaviors in a survey conducted by ResumeBuilder.com. The results show that employees need refreshers on how to do such things as hold workplace conversations, dress appropriately, take lunch breaks and even make eye contact. Some employers are now offering etiquette classes. Being … [Read more...]
Worth a Glance – June 22, 2023
Last week’s AHD Bulletin – Animal Health Digest Bulletin, June 15th, 2023. Link. Most read post(s) from June 15th AHD Bulletin – Dealing with no-shows. Link. Appearance and animal owner perception. Link. Sympathy versus empathy. Link. Place keeper: 2023 Veterinary Conferences provided by Galaxy Vets. Link. ========================================== … [Read more...]
How to deal with an angry client
Since you’re in business to serve your customers, you’ll likely encounter rude or angry individuals at one time or another. While this article suggests sympathy, I suggest it means empathy . . . an enormous difference. Source: Forbes, August 2, 2013. Link. After the situation has been resolved and the customer is on her way, it is helpful for you to take your own … [Read more...]
ChatGPT threatens these four human traits
The emergence of advanced AI technologies, as with prior technologies, presents risks and opportunities. The authors assert it is a wake-up call for humanity to harness four unique and precious human virtues: Humility Curiosity Self-awareness Empathy Source: Fast Company, April 19, 2023. Link. . . . ChatGPT, which merely personifies the latest advancement of … [Read more...]
Storytelling and the narrative in good patient care
Commentary Context can rarely be achieved in a 10-minute exam . . . period. The ability of a veterinary professional to understand a patient’s health status and determine treatment options requires the story of an event or life circumstances. Engaging the pet owner to share their observations and specifics is an important element in what is described as narrative … [Read more...]
Communication strategies for delivering bad news
Heather Loenser, DVM, shares her experiences with addressing troubling news with animal owners. She warns against confusing empathy with sympathy. . . . <veterinary team members> can get overwhelmed by feeling they need to “fix” the feelings of a person who has found themselves in an unfixable situation with their pet. Here’s the deal, though: you do not need to fix … [Read more...]
Worth a Glance – October 12, 2022
Last month’s AHD posts September 2022 archives. Link. Last AHD Bulletin - Animal Health Digest Bulletin, Thursday, October 7, 2022. Link. Research: Men are worse allies than they think Source: Harvard Business Review, October 7, 2022. Link. Despite the new DEI focus on allyship education and programming, research shows that women and other … [Read more...]
Worth a Glance – October 6, 2022
Last week’s most read posts - The meaning behind different dog sounds. Link. Last AHD Bulletin - Animal Health Digest Bulletin, Thursday, September 29, 2022. Link. Can veterinary social workers help alleviate workplace stress? Source: Paulick Report, September 30, 2022. Link. Veterinary social work offers compassion, empathy, understanding, validation, … [Read more...]
You may be genetically programmed to work with animals
Empathy for animals could be hardwired into your DNA, according to a study by researchers at the University of Edinburgh’s Roslin Institute and Scotland’s Rural College. The 2018 study, published in the journal Animals, showed that people who display a greater-than-average compassion for animals are genetically different than those who don’t. This is the first study to show … [Read more...]
Worth a Glance – May 19, 2022
Last week’s THREE most read posts Celebrate graduations. Link. Pandemic lessons for all. Link. 30 is not the new 20. Link. Last week’s AHD Bulletin Animal Health Digest Bulletin, Thursday, May 12, 2022. Link. =================================== CAPC 2022 annual pet parasite forecast Source: Vet Advantage, April 2022, page 50. Link. AHD first … [Read more...]
Counter cyclical leadership
Leading counter-cyclically in tough times means knowing when to stop pushing, knowing when to lead with empathy and make things lighter, not heavier. Source: Medium, May 3, 2022. Link. The best way to communicate difficult news is to be straightforward. INSIGHT: You don’t have to wait a lifetime to leave people better than you found them.” … [Read more...]