Managing the empathic culture of client-oriented personnel in the system of human resource development in the Russian regions

Abstract

The article is devoted to a study on the management of an important professional and personal quality of any employee of a customer-oriented company - empathic culture. The relevance of this research is due to the low level of human resource development in Russian regions. Having conducted an in-depth analysis on the research problem, the author has come to the conclusion that it is the empathic culture of personnel that has a huge impact on efficiency and profitability of any Russian client-oriented company. The author identified the main components of empathic culture of front liners and selected methods to determine the level of formation and development of each of the components. Based on the data following this research, which was conducted on the basis of three client-oriented organisations, the author proposed the most effective ways to manage the empathic culture of staff in order to successfully operate the companies.