The Futur with Chris Do

337 - Empathy in Business: Nice or Necessary? - With Maria Ross

Apr 2, 2025

Maria Ross, an author and empathy advocate, dives into the transformative role of empathy in leadership and creativity. She breaks down cognitive versus affective empathy and how these concepts can enhance client interactions. Maria discusses the common barriers to empathy, like ego and insecurity, and cautions against 'empathy hijacking' in conversations. She also shares innovative ideas like empathetic pricing, urging professionals to tailor their services to client needs, all while maintaining a balance between compassion and productivity.

01:07:57

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Episode guests

Maria Ross

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Quick takeaways

Empathy serves as a crucial business asset, enhancing engagement, innovation, and loyalty while driving team success and supportive cultures.

Understanding cognitive and emotional empathy allows individuals to connect deeply with others, fostering effective communication and collaboration in diverse workplaces.

Empathic curiosity is essential for leaders, enabling them to actively understand different perspectives and improve relationships without compromising performance.

Deep dives

The Role of Curiosity in Empathy

Curiosity is identified as the cornerstone trait of empathic individuals, allowing them to gain insight into others' perspectives instead of making assumptions. This trait fosters meaningful connections, enabling people to ask questions and engage in genuine conversations. By prioritizing curiosity, leaders and team members can better understand the emotions and viewpoints of their colleagues and clients, thereby enhancing collaboration. Empathic curiosity not only improves workplace dynamics but also spills over into personal interactions, ultimately contributing to a more empathetic society.

Intro

2min

Understanding Empathy: A Key to Business Success

4min

The Empathy-Creativity Connection

27min

The Art of True Empathy

7min

Empathy and Pricing in Business

21min

Navigating Life After Brain Injury: Emotional and Identity Changes

4min

Navigating Personal Health and Cultural Identities

3min

In this episode, I sit down with Maria Ross, an author, speaker, and empathy advocate, to explore the power of empathy in leadership, branding, and creative work. We unpack the two types of empathy—cognitive and affective—and how understanding them can transform relationships, client interactions, and even pricing strategies. Maria shares insights from her books, The Empathy Edge and The Empathy Dilemma, addressing misconceptions around empathy in business. We discuss how ego and insecurity can block empathy, the dangers of "empathy hijacking," and the balance between compassion and high performance. Whether you're a leader, entrepreneur, or creative professional, this episode is packed with practical strategies to integrate empathy into your work without burning out.

Timestamps:

(00:00) - Introduction to Maria Ross

(00:33) - Maria’s background in branding and empathy advocacy

(01:49) - Why empathy matters for small teams and solopreneurs

(02:14) - The business case for empathy in leadership

(07:13) - Why creatives struggle with empathy

(09:03) - The two types of empathy: cognitive vs. affective

(13:33) - Ego and insecurity as empathy blockers

(20:04) - The problem with "radical honesty" and weaponized empathy

(29:07) - How to respond empathetically without "hijacking" the conversation

(36:41) - The power of curiosity in empathy

(40:15) - Empathy in pricing: charging based on client impact