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- All HBS Web
(215)
- News (84)
- Research (81)
- Events (1)
- Multimedia (11)
- Faculty Publications (27)
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- 02 Feb 2021
- Cold Call Podcast
Using Empathy and Curiosity to Overcome Differences
- 26 Mar 2020
- News
Real Leaders: Oprah Winfrey and the Power of Empathy
- 2010
- Working Paper
Persuasion and Empathy in Salesperson-Customer Interactions
By: Julio J. Rotemberg
- November 2022
- Case
Matt Higgins: Resilience and Empathy in Negotiation
By: Francesca Gino, Sarah Livick-Moses and Ruth Page
- 10 Aug 2022
- News
Four Ways to Communicate with More Empathy
- September 2015 (Revised March 2025)
- Technical Note
FIELD Global Capstone: Developing Customer Empathy
By: Jill Avery
The Design Thinking process begins with empathizing with potential customers. Empathizing, being aware of, interpreting, and understanding the thoughts of others, as well as being able to vicariously experience them oneself, requires the careful and deliberate study of... View Details
Keywords: Market Research; Design Thinking; Customer Behavior; Ethnography; Interviews; Surveys; A/B Testing; Experimentation; Marketing; Customer Focus and Relationships; Consumer Behavior; Demand and Consumers
Avery, Jill. "FIELD Global Capstone: Developing Customer Empathy." Harvard Business School Technical Note 316-082, September 2015. (Revised March 2025.)
- 24 Apr 2019
- News
Empathy Shaming Is Becoming A Problem
- 12 Jan 2021
- News
How Empathy Helps Bridge Generational Differences
- September 8, 2022
- Article
How to Build a Life: What’s Missing from Empathy
By: Arthur C. Brooks
Brooks, Arthur C. "How to Build a Life: What’s Missing from Empathy." The Atlantic (September 8, 2022).
- 02 Feb 2021
- News
Using Empathy and Curiosity to Overcome Differences
- Article
Don't Let Power Corrupt You
By: Julie Battilana and Tiziana Casciaro
Although power is essential to taking charge and driving change, it makes leaders vulnerable to two traps that can not only erode their own effectiveness but also undermine their teams. Hubris—the excessive pride and self-confidence that can come with power—causes... View Details
Keywords: Humility; Empathy; Hubris; Leadership; Power and Influence; Moral Sensibility; Performance Effectiveness
Battilana, Julie, and Tiziana Casciaro. "Don't Let Power Corrupt You." Harvard Business Review 99, no. 5 (September–October 2021): 94–101.
- 24 Aug 2021
- News
Pairing Economics with Empathy to Study Life in the Developing World
- Article
Unconscious Bias Training That Works
By: Francesca Gino and Katherine Coffman
To become more diverse, equitable, and inclusive, many companies have turned to unconscious bias (UB) training. By raising awareness of the mental shortcuts that lead to snap judgments—often based on race and gender—about people’s talents or character, it strives to... View Details
Keywords: Implicit Bias; Social Integration; Empathy; Prejudice and Bias; Employees; Training; Attitudes; Behavior; Organizational Change and Adaptation
Gino, Francesca, and Katherine Coffman. "Unconscious Bias Training That Works." Harvard Business Review 99, no. 5 (September–October 2021): 114–123.
- Article
Trust: The Foundation of Leadership
By: Frances Frei and Anne Morriss
The authors contend that if leadership is about empowering others, in your presence and your absence, then trust is the emotional framework that allows that service to be freely exchanged. Based on their experiences advising individuals and organizations, their basic... View Details
Keywords: Trustworthiness; Authenticity; Empathy; Trust; Leadership; Competency and Skills; Behavior
Frei, Frances, and Anne Morriss. "Trust: The Foundation of Leadership." Leader to Leader 99 (Winter 2021): 20–25.
- September 2019
- Article
The Interpersonal Costs of Dishonesty: How Dishonest Behavior Reduces Individuals' Ability to Read Others' Emotions
By: J.J. Lee, H. Hardin, B. Parmar and F. Gino
In this research, we examine the unintended consequences of dishonest behavior for one’s interpersonal abilities and subsequent ethical behavior. Specifically, we unpack how dishonest conduct can reduce one’s generalized empathic accuracy—the ability to accurately read... View Details
Lee, J.J., H. Hardin, B. Parmar, and F. Gino. "The Interpersonal Costs of Dishonesty: How Dishonest Behavior Reduces Individuals' Ability to Read Others' Emotions." Journal of Experimental Psychology: General 148, no. 9 (September 2019): 1557–1574.
- October 14, 2019
- Article
Cracking the Code of Sustained Collaboration
By: Francesca Gino
When most organizations strive to increase collaboration, they approach it too narrowly: as a value to cultivate—not a skill to teach. So they create open offices, talk up collaboration as a corporate goal, and try to influence employees through other superficial means... View Details
Keywords: Collaboration; Listening; Empathy; Feedback; Organizational Culture; Interpersonal Communication; Training; Programs
Gino, Francesca. "Cracking the Code of Sustained Collaboration." Harvard Business Review 97, no. 6 (November–December 2019): 73–81.
- January–February 2021
- Article
Making Space for Emotions: Empathy, Contagion, and Legitimacy’s Double-Edged Sword
By: Andreea Gorbatai, Cyrus Dioun and Kisha Lashley
Legitimacy is critical to the formation and expansion of nascent fields because it lends credibility and recognizability to once overlooked actors and practices. At the same time, legitimacy can be a double-edged sword precisely because it facilitates field growth,... View Details
Keywords: Legitimacy; Collective Identity; Emotional Contagion; Field-congifiguring Events; Empathy; Natural Language Processing; Mixed Methods; Organizational Culture; Emotions; Groups and Teams
Gorbatai, Andreea, Cyrus Dioun, and Kisha Lashley. "Making Space for Emotions: Empathy, Contagion, and Legitimacy’s Double-Edged Sword." Organization Science 32, no. 1 (January–February 2021): 42–63.