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How can you measure the effectiveness of empathy training in IC?

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Empathy is the ability to understand and share the feelings of others. It is a crucial skill for internal communicators, who need to connect with their audiences, build trust, and foster collaboration. But how can you measure the effectiveness of empathy training in IC? In this article, we will explore six ways to assess the impact of empathy training on your IC strategy and performance.

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Rebecca Williams Chart.PR (MCIPR)

Strategic Communications | Internal & Change Comms | Impact and Influence Coach | IC Leader of the Year Simplys 2024

1 Define your goals

Before you start any training program, you need to define your goals and objectives. What do you want to achieve with empathy training? How will it align with your IC vision and mission? How will it support your organizational culture and values? By setting clear and specific goals, you can design your training content and delivery accordingly, and also establish the criteria for measuring your success.

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David Grossman

LinkedIn Top Voice. CEO @ The Grossman Group | Internal and leadership communications
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To measure the effectiveness of empathy training, you need to first define empathy, why it's important, and its purpose for the effective practice of internal communications. One of your goals might be to make your content be even more audience-focused and segmented. You also might have a goal to increase the amount of emotional content, which is the inclusion of appropriate content that speaks to emotions, rather than logic. You also might have a goal of including additional storytelling that speaks directly to the employee experience and what employees care most about.

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Rebecca Williams Chart.PR (MCIPR)

Strategic Communications | Internal & Change Comms | Impact and Influence Coach | IC Leader of the Year Simplys 2024
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Echoing David Grossman's contribution here you need to have a clear understanding of you are trying to achieve - empathy training is quite ambiguous be really specific what is the outcome or problem you are trying to solve? And don't try to do it all at once! Break this down into smaller chunks and ask yourself what good would look like following the training for each area - so you can be really focused on the outcomes you are trying to achieve and work back from there. To set your self up for success you absolutely need to know what is right for your organisation (every one will be different).

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2 Choose your metrics

Depending on your goals, you can choose different metrics to measure the effectiveness of empathy training in IC. For example, you can use quantitative metrics, such as surveys, feedback forms, engagement rates, or sentiment analysis, to gauge the level of satisfaction, awareness, or behavior change among your internal audiences. Alternatively, you can use qualitative metrics, such as interviews, focus groups, testimonials, or case studies, to capture the stories, insights, or emotions that reflect the impact of empathy training on your IC practice.

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Itzel Velasco Fuentes

Jefa de Comunicación, Cultura y DEI&B en Grupo Grisi | Certificación en Comunicación Interna y Employee Experience
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Puedo recomendar el uso de NPS o CSAT para conocer en nivel de satisfacción de las personas con el plan de comunicación. Siempre integra preguntas cualitativas para conocer opiniones.

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3 Track your progress

To measure the effectiveness of empathy training in IC, you need to track your progress over time. You can use a pre- and post-training assessment to compare the results and identify the gaps or improvements. You can also use a follow-up assessment to check the retention and application of the skills learned. Moreover, you can monitor the ongoing performance and feedback of your IC team and stakeholders to see how empathy training influences their communication style and outcomes.

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Rebecca Williams Chart.PR (MCIPR)

Strategic Communications | Internal & Change Comms | Impact and Influence Coach | IC Leader of the Year Simplys 2024
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Measurement is really important in any internal communication but so often overlooked or forgotten as we move onto the next pressing issue. The trick is not to over complicate it - simple is effective. Don't reinvent the wheel and try to integrate any measurement into established ways of working so they are easy to do alongside other work. If your measurement requires staff feedback - be that surveys or conversations - be sure that you are intentional and not just adding another to do for busy staff as they won't engage with it.

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4 Analyze your data

Once you have collected your data, you need to analyze it and interpret it. You can use various tools and methods to organize, visualize, and summarize your data, such as spreadsheets, charts, dashboards, or reports. You can also use statistical or thematic analysis to identify the patterns, trends, or themes that emerge from your data. The key is to make sense of your data and extract the relevant and meaningful insights that answer your questions and support your goals.

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5 Communicate your results

After you have analyzed your data, you need to communicate your results and share your findings. You can use different formats and channels to present your results, such as presentations, newsletters, blogs, or podcasts. You can also use different techniques and elements to enhance your results, such as storytelling, visuals, or testimonials. The aim is to communicate your results clearly and convincingly, and to highlight the value and benefits of empathy training in IC.

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6 Evaluate and improve

Finally, you need to evaluate and improve your empathy training in IC. You can use your results and feedback to assess the strengths and weaknesses of your training program, and to identify the opportunities and challenges for improvement. You can also use your results and feedback to celebrate your achievements and recognize your efforts. The goal is to learn from your experience and apply your learning to your future training initiatives and IC projects.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jacob R. Robinson (Brain, Turbine, Shimmy, Logroll, Kaizen)
(已编辑)
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What does empathy mean to people? Center your mandate and next steps around this The safe space needs to feel safe to enable empathetic practice.

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Satyendra Mishra (L.I.O.N)

Advocating Grassroot NGOs work, CSR consulting, Projects Sustainability, Fundraising for different Impact driven SDG goals across India.
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Over and above anything and everything, please have a heart to heart communication. The problem lies when we don't listen but give a solution... Solutions are everywhere. We need the right bent of mind and peace of heart to deliver results. It can be all resolved by patient hearing and then motivate one to toil for a solution. Self realisation solutions have miraculous power to deliver unbelievable results.

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How can you measure the effectiveness of empathy training in IC?

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3

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1 Define your goals

2 Choose your metrics

3 Track your progress

4 Analyze your data

5 Communicate your results

6 Evaluate and improve

7 Here’s what else to consider

Internal Communications

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How can you measure the effectiveness of empathy training in IC?

1

2

3

4

5

6

7

1 Define your goals

2 Choose your metrics

3 Track your progress

4 Analyze your data

5 Communicate your results

6 Evaluate and improve

7 Here’s what else to consider

Internal Communications

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