Realizing Empathy
Irony is when we judge others as lacking empathy
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Posts from the ‘Story’ category

I’d like to share with you something I wrote back in 2011. I was in the 3rd year of my research into the creative process I only knew to call “making art.” I had such strong feelings about my research that I felt compelled to…

Rejected Commencement Speech

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I’m writing to express my gratitude to Ravit at the United check-in counter inside Tel Aviv, Israel‘s Ben Gurion Airport. I hope Ravit gets the recognition she deserves. I can’t remember the last time I met a check-in agent so vivacious and, dare I say, fun to interact with.…

Micro-Innovation by Ravit, a Check-in Agent at United Airlines

I’d like to express my sincere gratitude and appreciation to Erica Bird (maybe Erika Byrd: pictured below), a flight attendant on this morning’s American Airlines flight AA3611. ‍‍‍‍‍‍ ‍‍ From the get go she was very considerate. ‍‍‍‍‍‍ ‍‍ I have a backpack that turned out to…

Micro-Innovation by Erica, a Flight Attendant at American Airlines

I thought I was empathizing. I wasn’t.

The Irony of Care

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You have had seven near-death experiences.

Dear Mother,

One of the most clear patterns I see when coaching CEOs is this.

The Cost of Withholding Gratitude

I’ve often heard executives ask me “How can I learn to be a better listener?”

The Gordian Knot of Disrespect

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There was a time in my life, when I had a hyper-focus on user-centricity.

A Blindspot of User-Centricity

I wanted to write this in appreciation and celebration of a customer service agent (the young lady pictured below) I met this past Saturday. Saturday was a tough day for me. Earlier in the week, I had facilitated a meeting. The meeting was part of…

Micro-Innovation by a cashier at Five Guys

On Dec. 3rd of last week, I called Verizon Wireless Customer Service for a quick phone swap. The customer rep said “How are you?” I said “I’m good, how are you?” and the rep said “I’m doing well. By the way, thanks for asking that.”…

Micro-Innovation by Gailshen at Verizon

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