What is empathy? / Daniel Goleman. And why it's important -- Why compassion is a better managerial tactic than toughness / Emma Seppala. An angry response erodes loyalty and trust -- What great listeners actually do / Jack Zenger and Joseph Folkman. Understand the other person's emotions -- Empathy is key to a great meeting / Annie McKee. Grasp the conflicts in the group -- A process for empathetic product design / Jon Kolko. A focus on people -- How Facebook uses empathy to keep user data safe / Melissa Luu-Van. Understand the people you're protecting. It's harder to empathize with people when you've been in their shoes / Rachel Ruttan, Mary-Hunter McDonnell, and Loran Nordgren. You have to work harder to focus on their needs -- Becoming more powerful makes you less empathetic / Lou Solomon. Ask for feedback to stay down to earth -- The limits of empathy / Adam Waytz. It's exhausting -- What the Dalai Lama taught Daniel Goleman about emotional intelligence -- An interview with Daniel Goleman by Andrea Ovans.

Empathy is credited as a factor in both improved relationships and even better product development. But while it's easy to say, "just put yourself in someone else's shoes," the reality of understanding others' motivations and emotions is more elusive. This book helps you to understand what empathy is, why it's important, how to surmount the hurdles that make you less empathetic--and when too much empathy is just too much. This volume includes the work of: - Daniel Goleman - Annie McKee - Adam Waytz--