Why We Resist Empathy, and What to do Instead
[embedyt] https://www.youtube.com/watch?v=CeDIxrbBnMU[/embedyt] A few years ago I was on a project with a big rental car company and we were working with their team on how to connect with and communicate with their customers better. We were in a session and we were...
Empathy: Acknowledge Out Loud
[embedyt] https://www.youtube.com/watch?v=zDILnGIiMaw[/embedyt] A vital and often skipped over step in embracing empathy is to acknowledge OUT LOUD what the other person is feeling. Not just, “Hey, I understand you are feeling.” No. Not that. We are all...
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