It’s easy to dismiss a “soft skill” like empathy. But effective business managers know how important it is for people to be truly seen and heard. Empathy is central to having a real impact on individuals and teams.

At its most basic, empathy is just the ability to appreciate the feelings another person has in a given situation. While some have an uncanny ability to tell what others are feeling, the rest of us can develop empathetic skills important to management. This Toolkit shows how to become an active and engaged listener, as well as techniques to communicate tough ideas clearly. It also highlights body language cues and gives tips to practice empathy every day.