Welcome back to the Look and Sound of Leadership, an ongoing series of executive

coaching tips designed to help you be perceived in the workplace the way you want to

be perceived. I'm Tom Henschel, your executive coach, and today we're talking about

building empathy.

Jillian was frustrated. She said, I should be able to handle her better by now.

I've been dealing with Doris since my first day here and that's almost 10 years.

And then I see this, I don't know this kid just ease her out of one of

her moods whatever he's drinking I want some I knew both the players Jillian had mentioned.

Doris was Jillian's boss.

Doris was legendary in the company, her foibles well known. I'd met her in numerous times

over the years as I'd coached various people in the organization. I always

experienced Doris as uncontained. Her calendar was uncontained, her hair was uncontained, her

office was uncontained, and her emotions were very uncontained, hence her legend.

The kid Julian had referred to was Raoul.

Raoul had joined Julian's group about a year earlier. I'd met him during an off-site that I'd led.

He was new to the team, but he fit in very comfortably. I'd found him to be observant and easy to

connect with. I asked Julian, what's role doing that you don't?

Dealing with Doris, she asked. She took a deep breath, let it out, and then said,

I can't get her out of one of her moods.

When she goes into one, we're not going to get any work done,

and I'll be stuck listening to her for an hour.

I swear she started to go there this morning when Raoul and I were with her, but he just eased her out of it, but I don't know how he did it.

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