Though I had been practicing these techniques for a fair amount of time, it took Richard Russo’s statement to bring the realization that what I was practicing was empathy. I wasn’t stealing characteristics while people-watching, or inventing a persona, or using myself as material — I was empathizing.
Cicero said, “Glory follows virtue as if it were its shadow.” Practice the virtue empathy, then, and reap the benefits of the glorious novel.
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Make a list of empathy benefits with your agents and discussYou may already have something like this as a part of your training or you may need to create. Review these benefits during coaching with your experienced and new agents to make sure they are …