Building Organizational Empathy: Perceive-Reflect-Adjust

Most people have an innate ability to be empathetic, but organizations tend to dampen this natural instinct.

While a typical customer interaction cuts across many functional groups (a single purchase, for instance, may include contact with decisions by product management, sales, marketing, accounts payable, and legal organizations), companies push employees to stay focused on their functional areas.


After examining much of the academic,

medical, and business research on the topic
of empathy, we developed a simple model for
enhancing empathy

Bruce Temkin