This critical resource gives managers, HR, and anyone who may come into contact with someone in trauma—including workplace violence, harassment, assault, illness, addiction, fraud, bankruptcy, and more—the tools they need to be prepared for what lies ahead.
This book is crucial for every manager or HR representative who shouldn’t just prepare to one day be faced with a report of a traumatic experience at work, but plan on it. This five-step method will help managers make survivors feel supported and understood. The Empathetic Workplace guides supervisors of any level through an understanding of how stories of trauma impact the brain of both the survivor and the listener, as well as the tools to handle the interaction appropriately, to help the listener, the organization, and most importantly, the survivor.
The easy-to-follow LASER method outlined in these pages includes the following elements that all managers should know and understand:
- Listen-Controlling your own reaction, managing your body language, asking open-ended questions, hearing what is not being said, and winding down the speaker when the conversation becomes unproductive are essential elements in being a good listener.
- Acknowledge-Once someone shares a difficult personal story with you, it is important to acknowledge that gift.
- Share-You can help the speaker regain some measure of control by sharing information with him or her about what happened or what happens next, your personal or organizational values, and what you don’t yet know but hope to learn.
- Empower-You can help the traumatized person by providing him or her with resources that are available to them through the company or outside groups.
- Return-The final step is to ensure that the traumatized person has a way to come back later when he or she cannot remember all that you said, thinks of more questions, or wishes for updates.
The LASER technique can benefit all who are responsible for others, from top-tier managers at Fortune 500 companies to Residence Advisors in college dormitories.
Reviews (14)
Handbook for All
The Empathetic Workplace by Katharine Manning is marketed as a guide for managers who address trauma in the workplace. It is much more than that. It is an easy-to-understand guide any of us can use at home, in a relationship, or on the job. The author, who served as a counselor in high-profile cases like the Bernie Madoff and the Boston Marathon bombing, certainly is an expert on responding to victims in professional settings. Her new book is destined to become the go-to guide for managers. It is also an engaging handbook for parents, partners and anyone else who wants to become a better active listener. For all of us blundering through personal or professional conversations we didn't expect, The Emphathetic Workplace is a step-by-step guide to dealing with complaints, surprises, revelations and friends in distress. That includes what to say when an allegation comes out of nowhere, when you suspect someone may be lying or when you possess information you are not able to share. Can't think of the right words to lower the temperature of a conversation or to curtail a discussion that drags on aimlessly? Manning's guide delivers them. And, unlike most workplace books, the author's kindness and compassion come through in every chapter, making it a delight to read.
An Urgent and Topical Guidebook
Managing a subject that can certainly be regarded as urgently topical, former Justice Department senior advisor Katharine Manning has compiled a concise guidebook that does not simply provide communication tools for managers and HR professionals, but also for anyone managing personal relationships impacted by the burdens that have we’ve all shouldered over the past 16 months. Foundationally, THE EMPATHETIC WORKPLACE re-introduces basic, effective skills in interpersonal communication. But its additional focus on the necessity to listen, acknowledge, share, empower and return (LASER) is worthy of consideration in a weary world. I highly recommend this read not only to business professionals and managers, but also parents, teachers, law enforcement and any other person who wants to better the process of safely and effectively reaching out. Bravo, Ms. Manning.
A must-have book - treasure trove of wisdom, insight, and practice advice!
Katherine Manning's book, the Empathetic Workplace, is a must-read. Manning does a masterful job of laying out a simple to use rubric for how to approach issues in the workplace, offering both amazing research and her personal experiences as tools. Her background is stunning and speaks directly to how empathy figures into workplace conflicts. Not only is handling these matters the "right thing" to do, it is also the efficient one. People who feel supported in the workplace also are better performers and more loyal to their workplace, and what she recommends is not only good from an ethics standpoint but it also just good business. And her thoughts are incredibly accessible and practical. This is the modern-day "Getting to Yes" - a book that everyone must have because there is so much wisdom on every page. Cannot recommend it more highly!
Important, timely resource for all
How can we create caring relationships in our workplaces, communities, and home life? Using the L.A.S.E.R. method Katharine Manning delivers an easy-to-remember process to guide us through everyday practices of caring for friends and loved ones to supporting strangers, co-workers, and everything in between. Excellent resource for all but especially important for those in community-facing positions and management roles.
Great read!
Great read! This thoughtful read is a must-have when navigating today’s workforce. Manning provides well-researched and actionable ways to create a responsible workplace.
A must read for any business manager who values the wellbeing of their people and their business
I have owned and managed businesses ranging from tech startups, to medical software and device companies, to professional service organizations. In my experience, the common element in all businesses is that successful managers know how to manage: (1) financial constraints; and (2) their people. In managing people, the best managers do more than manage a chain of command, they provide an environment in which their people can grow and thrive. In any organization, people will experience trauma, whether in the workplace directly or simply as a consequence of life outside of work. As a result, the best managers have the tools necessary to support their people through traumatic experiences. The Empathetic Workplace is absolutely most useful book I have found for growing my skills for supporting people experiencing trauma. This book has provided me with a practical roadmap based on the LASER method: Listen. Acknowledge. Share. Empower. Return. Read this book, value its lessons, grow your skills as a manager, and a succeed in building a business environment that empowers its people to make it through difficult times and support each other in truly meaningful ways.
Great Information!!!
The Empathetic Workplace: 5 Steps to a Compassionate, Calm, and Confident Response to Trauma On the Job by Katharine Manning Publisher: HarperCollins Leadership Genre: Self-Help Release Date: February 16, 2021 The Empathetic Workplace: 5 Steps to a Compassionate, Calm, and Confident Response to Trauma On the Job by Katharine Manning is a fascinating read. One of my roles at my previous job was to work with people deal with "critical incidents" (traumatic death of a coworker, threat of violence in the workplace, etc.) so I was drawn to this book! While called something else, the process described is very similar to the CISM approach. It was refreshing to see that the methods I used can be applied in other situations. I would definitely recommend this book to anyone who supervises or supports a team. This will make a great reference book and will come in handy. The tools shared in this book will help grow trust among your team and make you a better leader. I'm so grateful to Katharine Manning, HarperCollins Leadership, and NetGalley for providing me with a free copy of this ARC ebook in exchange for my honest review.
"People won't care how much you know until they know how much you care." Theodore Roosevelt
Katharine Manning recommends a five-step process -- LASER -- by which to establish and then nourish a workplace culture within which empathetic values are most likely to thrive. Her focus in on how to develop key skills in Listening, Acknowledging, Sharing, Empowering, and Returning to/reiterating essential information when responding to workplace trauma. She draws upon wide and deep experience, and is especially effective when examining the most important dos and don'ts to keep in mind. For example, when listening to a traumatized person's account, concentrate on what you are being told rather than on what you will say in response. It is also important to be alert to [begin italics] what isn't being said [end italics]. Manning devotes a separate chapter to each of the five steps. As she explains, "The goal is to help you stay focused (laser focused) on what needs to happen in the interactions that to support the person who is experiencing something especially challenging. The LASER technique can benefit all who are responsible for others, from top tier managers at Fortune 500 companies to residence advisors in college dormitories." These are among the passages of great interest and value to me, also listed to suggest the scope of Manning's coverage: o Empathetic approach (Pages 3-6) o Impact of trauma in workplace (7-13) o LASER method (15-19) o Managing effects of trauma (24-26) o Pre-meeting groundwork for Listen step (39-43) o Active listening (45-54) o Open-ended questions (49-51) o Self-harm (73-76) o Victim blaming (107-112) o Avoiding judgment (108-112) o Apologies (139-144) o Follow-up (179-181) o Power of victims and counselors (183-186) o Compassion fatigue (186-189) o Benefits of LASER method (197-200) Crises are often unexpected and vary in nature, degree, and impact. When a direct report encounters one and needs assistance, counsel is best provided with empathy, composure, and confidence. Obviously, as the Roosevelt observation cited earlier correctly suggests, trust and respect must be earned prior to becoming involved in the given crisis. In this volume, Katherine Manning provides an abundance of practical information, insights, and counsel. Her readers will be well-prepared to be effective when called upon for assistance in almost any traumatic situation. That said, those who comprise an organization's workplace culture will be empathetic only insofar as their leaders are.
Everyone wants their supervisors and colleagues to read this BOOK!
I should say, first, that Ms. Manning is both a colleague and a good friend. The disclosure being made, I also disclose that I want people to buy, to read, and to use Ms. Manning’s book because I believe in it’s premise. We all want to be better in how we treat others and how we treat ourselves. This book is a valuable and requisite first step in as they say, “walking the walk.” Ms. Manning ‘s expertise shines through in small, subtle ways, but it is hard to come by better: Ms. Manning reminds us that as listeners, we are not therapists and not counselors, we are listeners. My experience has been, in talking to organizational leaders, post-trauma or people with loved ones who are survivors. Is that they fear listening because they do not know how to do it. And, they are afraid of making it worse. Well, buying this book is the first step in no more excuses. My favorite sentence in the book discusses hubris. “There is hubris in the entire time that you, alone, do not need self-care, support, or the opportunity to discuss difficult things with which you come into contact.” Ms. Manning is correct - do not only buy the book for the HR person, buy it and read it with LASER focus
The Ultimate Guide for Empathy at Work
Since the pandemic took hold, empathy and compassion have become buzzwords. What does it truly mean to listen and care for your fellow workers? In this timely and extremely helpful book, Katharine Manning lays out a specific framework with language to use in difficult situations that arise in your everyday workplaces. I recommend this book for new managers, seasoned leaders, and HR departments who are trying to implement more human-centric policies and programs and need a place to start.
Handbook for All
The Empathetic Workplace by Katharine Manning is marketed as a guide for managers who address trauma in the workplace. It is much more than that. It is an easy-to-understand guide any of us can use at home, in a relationship, or on the job. The author, who served as a counselor in high-profile cases like the Bernie Madoff and the Boston Marathon bombing, certainly is an expert on responding to victims in professional settings. Her new book is destined to become the go-to guide for managers. It is also an engaging handbook for parents, partners and anyone else who wants to become a better active listener. For all of us blundering through personal or professional conversations we didn't expect, The Emphathetic Workplace is a step-by-step guide to dealing with complaints, surprises, revelations and friends in distress. That includes what to say when an allegation comes out of nowhere, when you suspect someone may be lying or when you possess information you are not able to share. Can't think of the right words to lower the temperature of a conversation or to curtail a discussion that drags on aimlessly? Manning's guide delivers them. And, unlike most workplace books, the author's kindness and compassion come through in every chapter, making it a delight to read.
An Urgent and Topical Guidebook
Managing a subject that can certainly be regarded as urgently topical, former Justice Department senior advisor Katharine Manning has compiled a concise guidebook that does not simply provide communication tools for managers and HR professionals, but also for anyone managing personal relationships impacted by the burdens that have we’ve all shouldered over the past 16 months. Foundationally, THE EMPATHETIC WORKPLACE re-introduces basic, effective skills in interpersonal communication. But its additional focus on the necessity to listen, acknowledge, share, empower and return (LASER) is worthy of consideration in a weary world. I highly recommend this read not only to business professionals and managers, but also parents, teachers, law enforcement and any other person who wants to better the process of safely and effectively reaching out. Bravo, Ms. Manning.
A must-have book - treasure trove of wisdom, insight, and practice advice!
Katherine Manning's book, the Empathetic Workplace, is a must-read. Manning does a masterful job of laying out a simple to use rubric for how to approach issues in the workplace, offering both amazing research and her personal experiences as tools. Her background is stunning and speaks directly to how empathy figures into workplace conflicts. Not only is handling these matters the "right thing" to do, it is also the efficient one. People who feel supported in the workplace also are better performers and more loyal to their workplace, and what she recommends is not only good from an ethics standpoint but it also just good business. And her thoughts are incredibly accessible and practical. This is the modern-day "Getting to Yes" - a book that everyone must have because there is so much wisdom on every page. Cannot recommend it more highly!
Important, timely resource for all
How can we create caring relationships in our workplaces, communities, and home life? Using the L.A.S.E.R. method Katharine Manning delivers an easy-to-remember process to guide us through everyday practices of caring for friends and loved ones to supporting strangers, co-workers, and everything in between. Excellent resource for all but especially important for those in community-facing positions and management roles.
