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Lesley Gill, Lesley
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Shedding Light on Trust Gill, Lesley; Ramsey, Phil
APMBA (Asia Pacific Management and Business Application) Vol. 1 No. 2 (2012)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2012.001.02.2

Abstract

New Zealand Human Resource Development practitioners interviewed in earlier research indicates that building trust is necessary if training efforts in the area of Emotional Intelligence are to be successful. Yet, trust is often not defined clearly by those working in the field of HRD.  To establish a definition of trust that provides HRD practitioners with direction in the design of training programs, a large group conversation utilizing the World Caf process was undertaken, after which EI training practitioners wrote reflections on the nature of trust.  Experienced EI Trainers tended to define trust in terms of the outcome produced in training, which was the readiness of participants to talk.  Defining trust in this way has the advantage of involving a low level of inference.  Trainers also identified actions within their control that could stimulate greater readiness amongst training participants about their experiences to trainers and other learners. The aim of the article is to provide a practice-based definition of trust that can inform HRD practitioners working in the field of Emotional Intelligence.
When Empathy Works: Towards Finding Effective Ways of Sustaining Empathy Flow Gill, Lesley; Schaddelee, Marjolein; Ramsey, Phil L; Turner, Sam; Naylor, Tom
APMBA (Asia Pacific Management and Business Application) Vol. 6 No. 3 (2018)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2018.006.03.1

Abstract

The need for developing empathy skills in the workplace continues to challenge organisations today. Findings from earlier research highlighted the need for developing these empathy skills. Interviews were undertaken in early 2017 with a mix of empathy trainers and managers of organisations where empathy is signalled as a key skill. The purpose of the inquiry was to explore their perspectives of empathy so as to discover emerging themes that increase our understanding of empathy in the workplace, elucidate optimal ways for developing one’s empathy and for reducing or mitigating empathy burnout. Challenges that emerged from the findings were: maintaining empathy across professional and personal environments; generally participants found they had energy for one of other, not both; caring too much; having time to empathise; managing expectations; professional boundaries; empathy equality i.e. to victim and offender; communicating empathy, and desensitisation. This paper explores these challenges. Four themes emerged from the findings: interpretations of empathy, context; including theory of mind, empathy burnout, and strategies for developing empathy. These themes informed the development of a Flow Model of Empathy. 
Co-Authors Naylor, Tom Phil Ramsey, Phil Ramsey, Phil L Schaddelee, Marjolein Turner, Sam