The Empathetic Workplace: 5 Steps to a Compassionate, Calm, and Confident Response to Trauma On the Job
Katharine Manning
HarperCollins Leadership (February 2021)

“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. Those who comprise an organization’s workplace culture will be empathetic only insofar as their leaders are.