World-class professionals see the world through their clients’ eyes, but without attaching their ego to the outcome.
A global managing partner and I were discussing how professionals add strategic value. When he remarked, “Strategy begins with empathy,” I knew immediately this was a profound insight. From the moment I heard it, I couldn’t stop thinking about it.
“Strategy begins with empathy!” This statement caused me to recall Steve Job’s brilliant assertion, “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” Training professionals, as consultants, should apply this insight to their internal or external clients.
Beginning strategy with empathy is an evolved and mature approach. Empathy is holding deep conversations so you can mentally visualize your client’s psychological experience. Empathy means not unconsciously projecting your ego so you don’t interpret what is happening from your personality’s perspective. You see and interpret things as they are, not as you unconsciously want them to be. Perceptual accuracy is one important way that empathy starts the creation of strategic value.
Professional consultants can see the world through their clients’ eyes, but without attaching their ego to the outcome…
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