Chapter 4 of 10All chapters
Chapter 4 of 10
Reading other people
Carefully and with humility.
Signals
Tone, pace, posture and word choice carry information. They are indicators and not proof, and interpretations should be checked rather than assumed.
- Facial expressions are less universal than once claimed.
- Asking is more reliable than inferring, and takes less time.
Empathy in practice
Understanding someone's position, saying it back, and acting on it. Empathy that never changes behaviour is a feeling rather than a skill.