KEY TAKEAWAYS
[03:12] Dr. Grin Lord’s scientific background and early focus on empathy.
[04:15] The extraordinary benefits of listening and withholding judgments.
[07:28] The national rollout and financial impact of empathetic listening.
[08:12] Grin finds the 3-day training workshops are not successful for forming habits.
[09:43] Grin transitions to coaching modality to change behaviors.
[11:21] Specific intense training rules for providers optimize empathy, engagement, and trust.
[12:53] Unnatural learned techniques have undeniable power!
[13:41] Self-awareness is needed to adhere to the rules and be most effective.
[14:30] With phone-based coaching, Grin starts using machines to support the process of learning empathy.
[15:17] Research and ratings evaluate provider effectiveness and how computers were trained to do it.
[16:40] Grin explains synchronizing—people naturally adjusting their language style to others’.
[17:39] How synchronizing is a form of empathy.
[18:44] Grin is curious about other ways we can measure empathy.
[19:49] Dr. Lord’s realization: we need to get outside of the clinical space.
[20:00] Grin wants to use her learnings outside clinical and academic fields and moves into the startup space.
[21:48] When the pandemic starts, Grin is working on a therapy chatbot that uses artificial intelligence.
[22:56] People start preferring to talk to the chat bot as it “gets” them.
[23:56] During the crisis, Grin starts her own company while looking after her kids and both parents at home.
[25:36] Starting with a game Empathy Rocks, Grin teaches coaches and therapists how to listen with empathy.
[27:03] The next step was applying empathy in different business and work situations.
[27:24] The powerful effect of empathy—or lack of empathy—when handling insurance claims.
[30:00] How empathic suggestions help managers give feedback.
[31:56] The next feature will direct users responses over time to relevant skills training.
[33:54] The goal is to give objective, timely feedback at scale, not to replace human interaction.
[35:48] Grin explains how mpathic is currently being integrated in HR platforms to improve communications.
[38:05] IMMEDIATE ACTION TIP: If you want to be more empathetic, start with seeing if you can repeat back what you heard when you’re listening, before you ask a question or provide advice.
[39:02] Grin recommends starting to apply a couple of simple skills in your daily life.
QUOTES
[03:12] Dr. Grin Lord’s scientific background and early focus on empathy.
[04:15] The extraordinary benefits of listening and withholding judgments.
[07:28] The national rollout and financial impact of empathetic listening.
[08:12] Grin finds the 3-day training workshops are not successful for forming habits.
[09:43] Grin transitions to coaching modality to change behaviors.
[11:21] Specific intense training rules for providers optimize empathy, engagement, and trust.
[12:53] Unnatural learned techniques have undeniable power!
[13:41] Self-awareness is needed to adhere to the rules and be most effective.
[14:30] With phone-based coaching, Grin starts using machines to support the process of learning empathy.
[15:17] Research and ratings evaluate provider effectiveness and how computers were trained to do it.
[16:40] Grin explains synchronizing—people naturally adjusting their language style to others’.
[17:39] How synchronizing is a form of empathy.
[18:44] Grin is curious about other ways we can measure empathy.
[19:49] Dr. Lord’s realization: we need to get outside of the clinical space.
[20:00] Grin wants to use her learnings outside clinical and academic fields and moves into the startup space.
[21:48] When the pandemic starts, Grin is working on a therapy chatbot that uses artificial intelligence.
[22:56] People start preferring to talk to the chat bot as it “gets” them.
[23:56] During the crisis, Grin starts her own company while looking after her kids and both parents at home.
[25:36] Starting with a game Empathy Rocks, Grin teaches coaches and therapists how to listen with empathy.
[27:03] The next step was applying empathy in different business and work situations.
[27:24] The powerful effect of empathy—or lack of empathy—when handling insurance claims.
[30:00] How empathic suggestions help managers give feedback.
[31:56] The next feature will direct users responses over time to relevant skills training.
[33:54] The goal is to give objective, timely feedback at scale, not to replace human interaction.
[35:48] Grin explains how mpathic is currently being integrated in HR platforms to improve communications.
[38:05] IMMEDIATE ACTION TIP: If you want to be more empathetic, start with seeing if you can repeat back what you heard when you’re listening, before you ask a question or provide advice.
[39:02] Grin recommends starting to apply a couple of simple skills in your daily life.