Watch this episode to learn what prompted an organ donor and customer care expert in Toronto to stay on the line for an hour with a call centre rep. in Delhi.

Sarah Bezanson is a seasoned professional in training, coaching and client care and believes that empathy must always be a part of any customer care conversation. In this episode, she shares how a story she wrote about a customer care agent in India experiencing multiple devastating COVID losses went viral. She also shares a poignant story about her decision to become a kidney donor.

00:00 Introduction

00:28 About Sarah Bezanson

01:20 Sarah’s viral LinkedIn post and what inspired it

06:35 What prompted Sarah to respond to the gentleman with empathy? Kindness or her professional training?

07:35 The public’s response about the gentleman in Delhi

11:00 Examples of how employers in India showed support to their employees during the peak of the COVID crisis

12:38 How can customers show more empathy towards customer-care representatives?

17:21 Self-care practices for call centre employees

20:33 Has hostility within the customer-care industry gotten worse?

23:04 What motivated Sarah to become a kidney donor?

30:07 Sarah's decision-making process to donate her kidney

36:00 The relationship between Sarah and her kidney recipient

37:57 Sarah Bezanson’s Purposeful Empathy Story

CONNECT WITH SARAH

✩ Sarah Bezanson’s viral LinkedIn post:

https://www.linkedin.com/posts/sarah-bezanson-137a9116_i-had-to-call-for-some-tech-support-yesterday-activity-6791706659870920704-nZ2f

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to learn why demonizing masculinity hurts us all and what the parents of young boys can do to support their mental health and well-being.

Paul is a trained "men’s work” facilitator and Founder of huMENity, an organization that invites “boys and men to discover and uncover their true selves, and to embrace what they find." In this tribute episode to Stéphane Leblanc, Paul describes how the current paradigm for men in our society inhibits them from being vulnerable and fully authentic, and shares ways in which everyone would all benefit if men had access to a wider spectrum of roles and ways of being in the world.

00:00 Introduction

00:28 About Paul Simard

01:23 A tribute to Stéphane Leblanc

04:12 Stéphane Leblanc: How can organizations and leaders be more empathic?

08:00 Paul's experience working with men

09:40 Why does Paul feel called to support the work of men's wellness, with a focus on their mental health?

13:18 Discussing "feminine energy" and Paul’s aversion to the term "toxic" masculinity

15:39 Why are there misperceptions about the role of men in society?

18:24 Are men losing their place in the world as a result of capitalism and feminism?

22:54 Paul's thoughts on Gen Z, gender fluidity, inclusivity, and decolonizing our minds

26:30 Why is masculinity being demonized and how does this affect men?

33:31 What can parents of boys do to support their mental health and well-being?

36:59 Paul’s Purposeful Empathy Story

How I became a Conscious Leader - Stéphane Leblanc

https://www.youtube.com/watch?v=-imI75sNi4U

CONNECT WITH PAUL

✩ Website: www.humenity.co  

✩ TEDx: https://youtu.be/MzbRl7sD0Dc

✩ Instagram: @paul_sim17 https://www.instagram.com/paul_sim17/

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to learn a 5-step method to empathy that helps foster a sense of belonging and inclusion.

Rob Volpe is the CEO of Ignite 360, a consumer insight and strategy firm, an empathy activist and author of Tell Me More About That: Solving the Empathy Crisis One Conversation at a Time, a book that argues a decline in empathy is hurting our society. In this episode, he describes his five steps to empathy that allow us to better understand one another.

00:00 Introduction

00:28 About Rob Volpe

01:26 Rob's five steps to empathy

03:58 Step 1: Dismantling judgment and Rob’s visit to the annual NRA gun show

12:36 Step 2: Asking open-ended questions and avoiding “Why?” which puts people on the defensive

15:33 Step 3: Active listening and unpacking what’s really going on

18:33 Step 4: Integrating into your understanding = making room in your head to accept that there are other views

20:19 Step 5: Using "solution imagination"

24:34 Why Rob’s book is written for everybody

25:29 How Rob began using empathy as a survival skill

29:55 Does empathy have any limits?

32:01 Rob's mission to bring more empathy into the world

32:49 Rob’s Purposeful Empathy Story

CONNECT WITH ROB

✩ Website: https://www.ignite-360.com/book

✩ LinkedIn: https://www.linkedin.com/in/rmvolpe/

✩ Instagram: @empathy_activist https://www.instagram.com/empathy_activist/

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to understand why empathy is the essential work skill of the future.

Ajit Dodani is the Founder and CEO of EmpathifyU. In this episode, he explains how empathic strategies are critical for organizational growth and prosperity – especially in the post-pandemic world. He also shares his experience using empathy to fuel innovation and productivity within organizations.

00:00 Introduction

00:28 About Ajit Dodani

01:33 Why should organizations consider an empathy strategy?

03:55 How Ajit leveraged empathy as a business strategy

08:50 Can empathy be taught?

10:00 How does an empathy strategy increase productivity?

16:05 What happens to organizational cultures where empathy is absent?

19:24 The role of empathy within post-traumatic growth in a post-pandemic world

32:15 Ajit Dodani’s Purposeful Empathy Story

CONNECT WITH AJIT

✩ LinkedIn: https://www.linkedin.com/in/dodaniajit/

✩ Instagram: https://www.instagram.com/dodaniajit/

✩ Twitter: https://twitter.com/ajit_dodani

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to learn how arts-based practices and pedagogy cultivate empathy.

Ijeoma Njaka is an artist, writer and educator specialized in equity-centred design and inclusive pedagogy, currently based at Georgetown University. In this episode, she describes an innovative program called “In Your Shoes” that builds empathy and community among students with different lived experiences and political and ideological perspectives.

00:00 Introduction

00:27 About Ijeoma Njaka

01:25 About “In Your Shoes” at Georgetown University

03:31 A student’s reflection after participating in the “In Your Shoes” program

07:14 What is dialogicial pedagogy?

07:34 What is speculative design?

09:52 What is close-looking?

13:38 How the arts can cultivate empathy

19:32 Thoughts on psychedelics

21:58 Ijeoma Njaka’s Purposeful Empathy Story

PBS News Hour Clip: https://www.pbs.org/newshour/show/performing-one-another-theater-tools-help-these-students-accept-different-perspectives

CONNECT WITH IJEOMA

✩ Website: www.ijeomanjaka.com

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to learn about the power of empathy in politics.

Dr. Claire Yorke is a Marie Skłodowska-Curie Fellow at the University of Southern Denmark whose research explores the role and limitations of empathy in international affairs, diplomacy, and policy-making. In this episode, she explains the increasing need for empathy in politics, and how politicians or diplomats can build their empathy. She also shares a couple of examples of unexpected empathic behaviour in notorious politicians.

00:00 Introduction

00:27 About Claire Yorke

02:08 Why is empathy so important to politics?

03:39 What inspired Claire to study the intersection of empathy and politics

06:34 What resonated with Claire during her research?

07:24 Is Richard Nixon an empathic politician?

09:27 What does empathy training look like in diplomacy?

11:30 Claire’s "Empathy in Diplomacy" course

13:41 Does Claire think there is a growing appetite for “empathy” in political spaces?

15:22 How Claire’s work has impacted her personally

16:55 About Claire’s book on empathy

19:46 Is Donald Trump an empathic politician?

24:21 How can we cultivate empathy in society?

27:10 Does Claire think we’ll build back better in a post-COVID world?

29:37 Claire Yorke’s Purposeful Empathy Story

CONNECT WITH CLAIRE

✩ Twitter: @ClaireYorke

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to learn why empathy is critical to facing the climate crisis, the COVID-19 pandemic and within all patient-physician relationships.

Charles-Antoine Barbeau-Meunier, a resident physician and empathy scholar, believes the self-care conversation needs to shift. Instead of leaving the burden  of self-care to healthcare providers at the individual level, it should be become a systemic priority. In this episode, he also shares how societal inequities are tied to health outcomes and why medical students often experience a decline in empathy.

00:00: Introduction

00:27: About Charles-Antoine Barbeau-Meunier

01:31: The role of empathy in the climate crisis

05:07: As the COVID-19 pandemic persists, how can we sustain and extend empathy?

11:29: Why does Charles-Antoine want to become a doctor?

15:47: What has surprised Charles-Antoine about med school?

21:05: Charles-Antoine’s five pillars of empathy

23:19: About Charles-Antoine’s self-care training for healthcare professionals

29:22: Charles-Antoine’s Purposeful Empathy Story

CONNECT WITH CHARLES

✩ LinkedIn: https://www.linkedin.com/in/charlesantoinebarbeau/

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to hear an immigration attorney make the case for more empathy.

Monica Khant has devoted her career to human rights, including wielding her legal skills to help immigrants and asylum seekers. In this episode, she explains why we shouldn’t judge or fear people seeking asylum. Instead, she makes a compelling case for why they deserve our empathy. She also shares leadership strategies for creating a culture of empathy within a team.

00:00 Introduction

00:27 About Monica Khant

01:53 Monica’s love/hate relationship with empathy

03:47 Why did Monica go into immigration law?

09:02 The reason to have empathy for asylum-seekers

14:00 How does Monica practice empathy in her profession?

17:40 How Monica recharges her batteries

19:20 As a leader, how does Monica leverage empathy?

22:16 What Monica does to encourage a culture of empathy within her team

23:40 About the Asian Pacific Institute on Gender-Based Violence

27:50 COVID-19 and gender-based violence

30:35 Monica’s Purposeful Empathy Story

CONNECT WITH MONICA

✩ TEDx Talk: https://www.youtube.com/watch?v=EpcpdEXMHvI&t=218s

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to learn how communities can change the world.

Brooke Lavelle, PhD is the Co-Founder and President of the Courage of Care Coalition, a nonprofit dedicated to facilitating the co-creation of a more just, compassionate world. In this episode, she shares how we can’t meditate ourselves out of the multiple crises we face, nor can we legislate ourselves out of them. Instead, she makes the case for communities as the site in which powerful social change can occur.

00:00 Introduction

00:27 About Brooke Lavelle

01:33 What does Brooke means by “we need to cultivate new ways of being that are relational”?

04:25 The Courage of Care Coalition's theory of change?

08:14 What work does the Courage of Care Coalition do?

11:14 Brooke’s reflections on the word solidarity

14:16 What would Brooke say to those who are curious - or even skeptical - about their work?

20:14 Brooke’s reflections on Sharon Welch’s Feminist Ethic of Risk

23:26 How to launch a community of practice?

26:43 Brooke’s Purposeful Empathy Story

The Courage of Care Coalition Theory of Change: https://courageofcare.org/our-theory-of-change/

CONNECT WITH BROOKE

✩ Courage of Care: www.courageofcare.org

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani

Watch this episode to learn from a neuropsychologist how to manage a meltdown using the method of "self-regulation."

Nino Margvelashvili, a neuropsychologist and learning support specialist, is a proponent of the “self-reg” approach to parenting. In this episode, she unpacks the 5-step process, as well as the neuropsychology behind it (including the Triune Brain). She also shares how parents can support their children during a “meltdown” and during the transition days and weeks of "back to school.”

00:00 Introduction

00:27 About Nino Margvelashvili

01:16 What is self-regulation?

09:11 What do to when your child has a meltdown?

16:18 What is the Triune Brain?

25:54 What are the most common childhood stressors?

39:04 How we respond to children when they “misbehave” can impact their life trajectories - Nino explains how

42:06 Why it’s important for parents to take care of themselves

45:27 Why feeling safe is a prerequisite to empathy

47:30 Nino’s “back-to-school" advice for Parents

51:16 Conclusion

Learn more about self-regulation here: www.self-reg.ca

CONNECT WITH NINO

✩ LinkedIn https://ge.linkedin.com/in/nino-margvelashvili-96165989

✩ Kaikona Facebook: https://www.facebook.com/Kaikona.ge

CONNECT WITH ANITA

✩ Email [email protected]

✩ Website https://www.anitanowak.com/

✩ LinkedIn www.linkedin.com/in/anitanowak

✩ Instagram https://tinyurl.com/anitanowakinstagram

✩ Twitter https://twitter.com/anitanowak21

✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook

✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity

✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast

This episode was brought to you by Grand Heron International

REACH THEM AT

✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach

✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/

✩ Facebook https://www.facebook.com/grandheroninternational/

✩ Instagram @Grand_Heron_International

✩ Twitter @GrandHeronIntl

✩  https://twitter.com/GrandHeronIntl

To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A

Video Edited by David Tsvariani