Daniel Goleman

You know where your people are at if you're the leader.

And you can speak to that.

I think it's a gift.

And it's being really good at that kind of empathy I was talking about.

Sure.

That's what I was saying about empathy.

The first two kinds of empathy can be used to manipulate.

I once gave a talk at a huge marketing convention

And I said there are three kinds of empathy.

The first is cognitive, knowing how people think.

The second is emotional, knowing how they feel.

And by the way, that's what marketing is about.

putting those two together to manipulate people.

And there was this big nervous laugh throughout the room because they knew I was, you know, that's spot on, but they didn't want to name it.

The third part is not seen in marketing, and that is caring about people.

Although there's interesting data I saw a study years ago about the best salespeople.

And what they found was that they saw themselves as consultants

And they took the client's point of view and they said they might pass up a sale in order to save the relationship.

They might say, well, you know, our product isn't the best one for you.

But that builds immense trust and means that the relationship will continue, which is why they were so good at sales.