CHAPTER 5
THE AMYGDALA: TAPPING THE POWER OF EMPATHY
In our brief time together, you might agree with me, you might disagree with me, but you will never forget me.
—Bernard Tyson (1959–2019), former CEO of Kaiser Permanente
Empathy is defined as “the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another . . . without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.”1 Traditionally, empathy hasn’t been taught as an essential business skill. Most companies try to measure customer needs and wishes objectively, by looking at sales patterns, as well as through surveys and focus groups. Similarly, most set policies ...
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