Quotes About Empathy

leaders confuse the mere transfer of information to an audience with the audience's ability to understand, internalize, and embrace the message that is being communicated.

Humility isn't thinking less of yourself, but thinking of yourself less.

People who don't like conflict have an amazing ability to avoid it, even when they know it's theoretically necessary

avoid, as much as possible, telling clients what they would do if they were to be hired; instead, they just start serving them as though they were already a client. And

so I just go into sales meetings with the idea that I'm going to find a way to help them in some meaningful way. Then

The leader is going to have to be ready to not only light the fuse of good conflict but to gently fan the flames for a while too.

when team members reveal aspects of their personal lives to their peers, they learn to get comfortable being open with them about other things. They begin to let down their guard about their strengths, weaknesses, opinions, and ideas.

moments of truth ... are best handled face-to-face

the only way to do this is to overcome our need for invulnerability

The most important action that a leader must take to encourage the building of trust on a team is to demonstrate vulnerability first. This requires that a leader risk losing face in front of the team, so that subordinates will take the same risk themselves. What is more, team leaders must create an environment that does not punish vulnerability.

When people who don't trust one another engage in passionate debate, they are trying to win the argument. They aren't usually listening to the other person's ideas and then reconsidering their point of view; they're figuring out how to manipulate the conversation to get what they want.

It's not that they go out of their way to tick off their clients. It's just that they're so focused on saying and doing whatever is in the best interests of those clients that they stop worrying about the repercussions. They make themselves completely vulnerable, or naked, and don't try to protect themselves.

Tell the kind truth.

Trust is not the same as assuming everyone is on the same page as you & that they don't need to be pushed. Trust is knowing that when a team member does push you, they're doing it because they care about the team.

The idea is that your clients are looking for good suggestions, and they don't mind sifting through some not-so-good ones as long as they're offered with good intentions and with no ego attached.

The point here is that most reasonable people don't have to get their way in a discussion. They just need to be heard, and to know that their input was considered and responded to.

What clients want more than anything is to know that we're more interested in helping them than we are in maintaining our revenue source. And

Trust] requires team members to make themselves vulnerable to one another, and be confident that their respective vulnerabilities will not be used against them.

All great relationships, the ones that last over time, require productive conflict in order to grow.

Dave always reacts to people rather than responding to them. To have a strong opinion is fine, but to dismiss others' thoughts is not.

All great relationships, the ones that last over time, require productive conflict in order to grow. This is true in marriage, parenthood, friendship, and certainly business.

I'd say that I'm good at solving problems, doing analysis—stuff like that. What I'm not so good at is communicating with human beings." He stopped. "I mean, it's not that I can't do it, but I really prefer people who aren't sensitive. I like to have conversations with people on a purely intellectual level and not have to worry about what they're feeling or anything like that. Does that make sense?

Passing judgment on whether you should or shouldn't be feeling what you are feeling just heaps more emotions on top of the pile and prevents the original feeling from running its course.

No, trust is not the same as assuming everyone is on the same page as you, and that they don't need to be pushed. Trust is knowing that when a team member does push you, they're doing it because they care about the team.