CHAPTER 16

EMPATHY AT WORK

He who knows only his own side of the case, knows little of that.—John Stuart Mill

A common question on performance and development reviews asks managers to suggest areas for improvement. Some common answers are listed below.

 

Q. What could this person do to be more effective?
A. Ralph is a good doctor. He has excellent clinical skills. However, Ralph could be more effective if he would listen to his patients more. In the Jones case, Ralph would have gained information for diagnostic purpose had he listened and asked questions when Jones complained about pain in the tissue surrounding the area of the procedure.
A. Karen has excellent analytical skills. Her problem-solving ability on mechanical performance ...

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