Chapter Two
Creating Empathy with Your Audience
Case Studies: Shocking British Couples • Italian Laboratory Monkeys • Robert Krulwich, Nova • Vince Lombardi • Steve Jobs, Apple • Ken Kocienda, Apple • The Boy with a Hand in the Cookie Jar • The Telemarketer • John Stumpf, Wells Fargo • Jeffrey Sonnenfeld • Marc Trestman • Governor Rick Scott • Will Stephen • Megan Rapinoe
People will forget what you said,People will forget what you did,but people will never forget how you made them feel.1
Maya Angelou
■ Empathy ■
Evolved from the Greek word for emotion or affection, empathy refers to shared or vicarious feelings—as distinct from sympathy, which is more about pity and implies separate, rather than mutual, feelings. In the presentation environment, ...
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