How can FM professionals learn to be more empathetic when problem-solving?

1 Listen actively

The first step to be more empathetic is to listen actively to the people involved in the problem, whether they are clients, colleagues, or stakeholders. Active listening means paying attention to what they say, how they say it, and what they don't say. It also means asking open-ended questions, paraphrasing, and summarizing to check your understanding and show your interest. By listening actively, you can gain insights into their perspectives, needs, and emotions, and show them that you care.

2 Put yourself in their shoes

The second step to be more empathetic is to put yourself in their shoes and imagine how they feel and what they want. This can help you to avoid making assumptions, judgments, or stereotypes that might cloud your problem-solving. It can also help you to identify the root causes, impacts, and implications of the problem, and to generate solutions that are more effective, inclusive, and sustainable. To put yourself in their shoes, you can use techniques such as role-playing, scenarios, or empathy maps.

3 Communicate clearly and respectfully

The third step to be more empathetic is to communicate clearly and respectfully with the people involved in the problem, especially when you present your solutions or feedback. Communication is not only about conveying information, but also about building trust and rapport. To communicate clearly and respectfully, you can use positive language, avoid jargon or acronyms, explain your reasoning and evidence, and acknowledge different opinions or concerns. You can also use non-verbal cues, such as eye contact, gestures, and tone, to convey your empathy and sincerity.

4 Seek feedback and learn from mistakes

The fourth step to be more empathetic is to seek feedback and learn from mistakes. Problem-solving is not a one-time event, but a continuous process that requires evaluation and improvement. By seeking feedback from the people involved in the problem, you can learn how your solutions are working, what are the benefits and challenges, and how you can improve them. You can also learn from your own mistakes and failures, and use them as opportunities to grow and develop your empathy and problem-solving skills.

5 Practice empathy daily

The fifth step to be more empathetic is to practice empathy daily, not only when you face problems, but also when you interact with people in your work and life. Empathy is not a fixed trait, but a skill that can be learned and enhanced with practice. By practicing empathy daily, you can cultivate a mindset that is more open, curious, and compassionate, and that can help you to solve problems more creatively, collaboratively, and effectively. You can practice empathy daily by reading, watching, or listening to stories that expose you to different experiences and cultures, by volunteering or mentoring others who need your help or guidance, or by joining communities or networks that share your interests or values.

6 Benefit from empathy

The sixth step to be more empathetic is to benefit from empathy, not only for your FM performance, but also for your personal and professional growth. Empathy can help you to improve your communication, collaboration, and leadership skills, which are essential for FM professionals. Empathy can also help you to increase your satisfaction, motivation, and well-being, as well as your relationships with others. By benefiting from empathy, you can become a more competent, confident, and happy FM professional.