Corporate
The best employers take care of the emotional health and well-being of their employees and clients as part of their culture, not as an afterthought.
Location
415 High Street,
London, E15 4QZ
Get In Touch
If you have any questions please reach out to us via:
Call Us
020 8242 6125
Email Us
info@innercircles.org.uk
Hours
Mon-Fri: 10am-5pm
Sat & Sun: Closed
The Problem
The business of selling services has never been tougher. While at one time companies could compete on price and efficiency, increasing supplier costs have scuppered this strategy. People are wanting more. People are seeking connection.
Now and into the future, customers and employees are making decisions about finance and utilities based largely on where they are treated best. Our customers and staff have never been more discerning. And Gen Z and Gen A will be even more so. To get ahead of the curve, the way we treat both our customers and our people needs to dramatically change. Now.
But how can we achieve this consistently in a fragmented company, with staff untrained in how to connect with people?
Simple – you can’t.
Customers and prospective employees can smell the BS a mile away. The insincere smile, the robotic phone greeting, the contract full of jargon, the incongruence between departments. Not to mention being passed from one customer service agent to another with no commitment to resolving an enquiry.
So let’s start at the very beginning: recruit, lead and retain your people with empathy first.
And only then, you’ll have the best chance of those people showing up with empathy for your customers.
Can you afford not to?
What We Do
Inner Circles Corporate Psychology is a unique consultancy that gets results by humanising the corporate environment. We help leaders and managers to engage with staff with greater empathy and compassion through consultation, training and coaching supervision.
Research has shown that employees with highly empathetic managers were more than three times as innovative and more than twice as engaged at work than those with less empathetic leaders. (Catalyst, 2021)
We are guided by a chartered psychologist with twenty years’ experience in creating effective change in organisations.
Past Examples
We have trained entire global cx teams on empathy skills, helped managers to understand the power of their interactions with teams and helped customer service teams to confidently be more ‘human’ in their customer interactions.
In the insurance industry, we dared to challenge common myths of what makes a customer recommend a company to their friends and found that empathy training led to more than a 70% increase in referrals. And even more impressive, this increase was sustained for a year after the training.
Our work in the public sector has provided empathy and inclusion training for some of the most demanding departments, including perinatal health teams.
We have made it possible for the most introverted of technical managers to ace those notoriously awkward conversations with their team members. Imagine having the skills to empathetically handle conversations about bereavement, pregnancy and divorce without hiding behind paperwork or HR. Imagine the difference it would make to have a team who felt able to speak with you about a sensitive issue and having the confidence to do so with expertise and credibility.
We use the CIRCLES framework to guide the way we work with organisations. Through this, we target and increase the psychological safety of your setting, firstly through upskilling your managers to improve the quality of interactions with their teams and then rippling out to the skills of your customer experience staff with your customers.
Resources
Five Ways for Managers to Show Up as Empathy-led Leaders
Free to download
When is this important work?
Once your organisation has a system that offers incredible career development opportunities for your staff, the thing that retains your workforce is the quality of your managers. Culture Amp carried out a recent study that exploded the myth of managers being the main reason for people leaving organisations. Managers can make all the difference, but only once you’ve got career progression locked down.
So let’s be clear, our input can help you, but only if you are an organisation that prioritises career opportunities for people to shine! If that’s not you, spend some time on securing this and then get in touch. We’d love to work with you.
How to work with us
Option 1
Consultation and CIRCLES Audit
- Initial Consultation: Let us in to understand your challenges and strengths. We’re never starting from point zero.
- Audit: We’ll help you to work out what measures we need to understand more about your challenges and opportunities for change. Using the CIRCLES framework we will meet with senior leaders to identify gaps in your organisational empathy: how these play out and what the impact is.
Option 2
Consultation, Audit and Training
- Initial Consultation: Let us in to understand your challenges and strengths. We’re never starting from point zero.
- Audit: We’ll help you to work out what measures we need to understand more about your challenges and opportunities for change. Using the CIRCLES framework we will meet with senior leaders to identify gaps in your organisational empathy: how these play out and what the impact is.
- Interviews & Focus Groups: Let us speak to a cross section of your workforce to see how empathy shows up across your company.
- Feedback Report: Presented as part of a follow up meeting with key managers. We let you know your top three empathy deficits and most importantly, what to do about them.
- Training: Tailored training sessions for managers and team leaders, informed by our information gathering. These are never ‘off the shelf’ but personalised sessions for your organisation, based on your brand identity and current service targets.
Option 3
Consultation, Audit, Training and Coaching
- Initial Consultation: Let us in to understand your challenges and strengths. We’re never starting from point zero.
- Audit: We’ll help you to work out what measures we need to understand more about your challenges and opportunities for change. Using the CIRCLES framework we will meet with senior leaders to identify gaps in your organisational empathy: how these play out and what the impact is.
- Interviews & Focus Groups: Let us speak to a cross section of your workforce to see how empathy shows up across your company.
- Feedback Report: Presented as part of a follow up meeting with key managers. We let you know your top three empathy deficits and most importantly, what to do about them.
- Training: Tailored training sessions for managers and team leaders, informed by our information gathering. These are never ‘off the shelf’ but personalised sessions for your organisation, based on your brand identity and current service targets.
- Coaching:
Chat With An Expert.
Speak with Dr. Stacy Moore personally to discuss your specific needs and requirements.
Why Choose Us
Experienced Psychologists
All our psychologists, selected for their professionalism, experience and commitment to using psychology to move situations on within community settings.
Short Wait Times
With our streamlined processes, we prioritise your needs, allowing us to deliver quality psychological services efficiently. Experience the difference of prompt support tailored to you and your community.
Trusted by Big Names
We have worked with local authorities, NHS, Multi-Academy Trusts, Telecoms and BFSI to name a few.
Expert Psychologists.
Professional Care.
We are dedicated to fostering personal and organisational growth through the power of psychology.
Where Psychological Insight Meets Real-World Impact
Contact us
Call Us
020 8242 6125
Email Us
info@innercircles.org.uk
Our Location
415 High Street,
London, E15 4QZ