Posts Tagged ‘relational skills ’

Wicked Problems, A Defining Challenge

Tuesday, March 1st, 2011

Reverberating events

The uprisings in the Arab world are capturing worldwide attention not only because we’re witnessing history in the making, but because the changes are bound to affect us all. We live in a world that’s interconnected in ways that were hard to fathom only a few years ago. Interconnectedness is creating new challenges with social implications that traditional institutions and leaders aren’t equipped to handle.

The clashes across the Middle East and North Africa are only the latest example of unforeseen events that reverberate across regional boundaries. Before that, the sub-prime mortgage crisis in the U.S. sparked a deep global recession that affected more sectors than anything economists had seen before. As some economies began recovering during the following year, Europe’s mounting debt crisis triggered  a cascade of new problems in distant economies.

Today’s challenges, geopolitical or otherwise, are more difficult to predict, understand and handle than the kinds of problems we’ve seen until recently. As the world grows more interconnected, we become more exposed to what design theorists Horst Rittel and Melvin Webber called “wicked problems” which are substantially harder to define and solve than so-called “tame” problems.

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At the Heart of Business

Tuesday, March 17th, 2009

empathic-response

It is with the heart that one sees rightly; what is essential  is invisible to the eye. ~Antoine De Saint-Exupery, The Little Prince

Business stories about “empathy” are springing up again. BusinessWeek ran one (Empathy = Growth) last week.  Fast Company covers the subject periodically. Authors are urging readers to consider the merits of empathy despite the need to cut operating costs as demand for services declines. It makes sense for businesses to re-evaluate their customer relationships in this environment. I think empathy remains widely misunderstood and its role is undervalued in the business community.

Simply put, empathy is rooted in the capacity to see the world through the eyes of another person.  Empathy enables a provider of service to recognize the buyer’s feelings, needs, and wants in order to fulfill these drivers through various means.

I’m interested in a broad spectrum of “relational competencies,” including empathy, and how they are used in business. Skillful practitioners use these competencies to show their understanding, respect and appreciation for others.  These skills include self-awareness and various social competencies that enable the practitioner to listen to and validate customers which forms the basis of relationships.

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