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Show Results For
- All HBS Web
(236)
- News (83)
- Research (80)
- Events (1)
- Multimedia (11)
- Faculty Publications (29)
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- 04 Jan 2022
- Research & Ideas
Scrap the Big New Year's Resolutions. Make 6 Simple Changes Instead.
level, I think what we need to do is think of the oneness of nature and our livelihood,” says Takeuchi. 4. Read and empathize more Empathy is an essential ingredient for maintaining healthy relationships, whether with clients, customers,... View Details
Keywords: by Kristen Senz
- 30 Jun 2014
- Lessons from the Classroom
The Role of Emotions in Effective Negotiations
whenever there is a reaction from him," says Wasynczuk. "That empathy leads them to understand some of the differences that motivate each side and makes them feel like they want to do something with the other person." As... View Details
- 11 Apr 2022
- Research & Ideas
A World of Difference: What Keeps Companies from Becoming More Inclusive
in part because their backs were killing them when they worked at home, and they weren’t allowed to bring their office chairs home. The policy communicated a lack of empathy and general cluelessness about the employee experience—signals... View Details
Keywords: by Jen McFarland Flint
- 01 Nov 2021
- Op-Ed
Team Success Starts with the Individual—and with Love
Make it personal We all know that the best coaches forge personal connections with team members. But it’s hard to put this simple and obvious idea into practice. As I learned from Carroll, coaches must connect with the individual team member’s full humanity, practicing... View Details
- 16 Jul 2020
- Research & Ideas
Restaurant Revolution: How the Industry Is Fighting to Stay Alive
essential part of the restaurant experience. Rebuilding that confidence and trust needs to begin with empathy and respect for restaurant employees who will be a new contingent of frontline workers in the fight against COVID-19 as well as... View Details
- 08 Feb 2023
- Op-Ed
Building an Inclusive Workplace? Prepare to Shield It from Economic Fears
culture, but ensuring strong collaboration more broadly. After all, bias prevents empathy and trust—two key qualities in successful team collaboration. So, if dire headlines flash on your phone or spending falls short of expectations,... View Details
Keywords: by Hise O. Gibson and Nicole Gilmore
- 20 Dec 2017
- Lessons from the Classroom
How to Design a Better Customer Experience
discovering design principles that can act as building blocks to a great product or service experience. The teaching note outlines three examples, using real stories from students to illustrate each one: Solve problems with empathy and... View Details
- 06 Jul 2011
- Research & Ideas
Are You a Level-Six Leader?
"transactional" leaders. Level One: Sociopath At the base of the model is the person who literally serves no one: the Sociopath. The Sociopath, afflicted with what the Diagnostic and Statistical Manual of Mental Disorders (DSM-III) describes as antisocial... View Details
Keywords: by Mitch Maidique
- 17 Jan 2023
- Book
Good Companies Commit Crimes, But Great Leaders Can Prevent Them
convicted Enron executives—he concluded that their crimes were seldom calculated, but rather inspired by gut feelings and a striking absence of empathy for the clients who lost their money. Soltes talked to HBS Working Knowledge about the... View Details
Keywords: by Lane Lambert
- 04 Feb 2014
- What Do You Think?
Has Listening Become a Lost Art?
people feel they can't afford." That is why, she continued, it is so important to have real friends with good memory who can be our sounding boards. "Listening to others works better if you can show empathy and put yourself in the other... View Details
Keywords: by James Heskett
- 06 Mar 2020
- Book
A Great Teacher's Lessons for Leading
credit where credit isn’t due. Contractual leaders and teachers worry about their image, how they are perceived by their boss—a manager or department head. They possess little empathy for others because their goal is to survive where they... View Details
- 21 Apr 2021
- Research & Ideas
The Pandemic Conversations That Leaders Need to Have Now
care and concern, we’re far more likely to feel our care and concern.” One CEO told us that empathy is “always an important leadership skill, but this empathy is dramatically heightened during a crisis that... View Details
- 30 Mar 2020
- Research & Ideas
The New Rules for Remote Work: Pandemic Edition
space to talk with each other, offer support, and listen. “Now, more than ever, teams need empathy and to feel like you are all suffering together,” Austin says. “Everyone is dealing with a crisis that is very real. Managers should show... View Details
Keywords: by Dina Gerdeman
- 19 Nov 2018
- Sharpening Your Skills
E-Santa: Is Retail Ready for Digital Christmas?
Banning Big Box Stores Can Hurt Local Retailers Research shows how regulations designed to protect independent retailers from big box competition may backfire. Empathy: The Brand Equity of Retail Retailers can offer great product selection and value, but those who lack... View Details
- 09 Jan 2013
- Sharpening Your Skills
Sharpening Your Skills: Understanding Customers
product. How Can I Understand My Customers Better? Empathy: The Brand Equity of Retail Retailers can offer great product selection and value, but those who lack empathy for their customers are at risk of losing them, says professor Ananth... View Details
Keywords: Re: Multiple Faculty
- 23 Feb 2015
- Research & Ideas
How to Break the Expert’s Curse
Unfortunately, though, experts frequently make lousy teachers. Experts are sometimes so steeped in expertise that they don't remember what it was like to be a newbie—in terms of both how much they knew and how they felt back then. The memory gap leads to an View Details
- 30 Mar 2020
- Research & Ideas
Readers Ask: I Need Tips for Working at Home
coronavirus is changing everything we know about how to get work done. The New Rules for Remote Work: Pandemic Edition Many parents are working and caring for kids at home. How can managers set expectations? Choudhury: It's a great question. I feel managers should show... View Details
Keywords: by Kristen Senz
- 12 Nov 2008
- Research & Ideas
The Marketing of a President
positive and unruffled demeanor, and his compelling biography attracted the attention and empathy of voters. Second, Obama converted this empathy into tangible support. More citizens volunteered time and... View Details
Keywords: by John Quelch
- 03 Jul 2018
- What Do You Think?
Should CEO Satya Nadella Cancel Microsoft’s Contract with ICE?
than many other of Microsoft’s customers. Others gave more weight to moral considerations, especially in view of Nadella’s stated mission, “to put empathy at the center of everything I pursue ” Only a few, however, put themselves in... View Details
- 14 May 2020
- Research & Ideas
What Leaders Can Do to Fight the COVID Fog
“Having empathy in day-to-day interaction with employees, customers, vendors, investors, etc. is always an important leadership skill, but this empathy is dramatically heightened during a crisis that is... View Details
Keywords: by Boris Groysberg and Robin Abrahams