As a Champion, you’ll naturally be someone who wants to fix things and will find it hugely rewarding when you can see a Trickle through its lifecycle and implement improvements in your organisation. But what happens if a tricky Trickle is raised, and there isn’t an answer or a fix?
Setting the scene
If someone posts a Trickle to share a frustration or an idea, there might not be a solution that can be put in place, which can be difficult and disheartening. However, as Champions we can't take this personally and instead need to show empathy. But how can you show you care without seeing the original poster face to face?
Listening with empathy
We love this article by The Servant Leadership Institute who defines empathy as the ability to understand and relate to the feelings of others. They list benefits of displaying empathy including building stronger relationships, increased collaboration and reduced anxiety.
How can we show empathy on Trickle, even if someone posts anonymously?
1. Read the post and take a pause.
It might be easier said than done, but if the post is of negative sentiment, don't immediately skip to being offended. Although it can feel like the pressure is on you, it's not a personal attack.
2. Demonstrate active listening
By actively listening to others, you're respecting their contribution - both positive and not-so-positive. It's perfectly okay for the first response to be an acknowledgment, especially in scenarios where there isn't a solution. In your response we recommend verbalising that you hear what they've said and summarise their concerns to demonstrate you understand them.
📌 Top tip! You might want to use wording such as 'Thank you for raising your thoughts' and 'I hear/understand you' before showing you understand their points.
3. Avoid sharing similar experiences
In scenarios where someone might be expressing frustration, although it might feel caring to offer a similar experience, it isn't always as helpful as you think. In this situation, your role as a Champion is to keep actively listening.
4. Avoid making assumptions
Everyone has their own point of view; therefore, it’s important to remain neutral until you’ve heard their full story. If you make assumptions, you can run the risk of putting your own prejudice and opinions into the narrative.
5. Build relationships outside of Trickle
Getting to know people face-to-face and asking how they are, can be incredibly beneficial. And when they face a tough time, they may feel comfortable and confident to confide in you, perhaps anonymously, by raising a Flare.
To find out more about displaying empathy through digital platforms, check out The Servant Institute's article below.