FTL, LTL, and Long Haul Trucking. You can follow her personal blog at elizabethallen.com, her public speaking blog at elizabethallen.com/speaking, and her LinkedIn and Twitter at @elizabethallen3. Diane's company, AlliePie Consulting, helps leaders transform their organizations with communication skills training that focuses on emotional intelligence and executive presence. She works with Fortune 500 companies, nonprofits, and small businesses in the areas of sales and marketing, leadership, and human resources. She can be reached at d.allen@alliepie.com. # Contents 1. COVER 2. TITLE PAGE 3. COPYRIGHT 4. TABLE OF CONTENTS 5. INTRODUCTION 1. What This Book Covers 2. How This Book Is Organized 3. What You Will Learn 6. PART I: THE POWER OF EMPATHY: THE BENEFITS OF EMOTIONAL INTELLIGENCE 1. Chapter 1: Why Empathy Matters to the Bottom Line 1. What Is Empathy? 2. How Empathy Affects Performance 3. How to Build Empathy 4. Why Empathy Is Critical 2. Chapter 2: The Seven Barriers to Building a Strong Culture of Empathy 1. Barriers to Growth: The Limits of Our Capabilities 2. How to Get Over the Barriers to Empathy 3. Chapter 3: Improving Your Bottom Line: Understanding the Benefits of Empathy 1. Using Empathy to Accelerate Your Team's Productivity 2. Empathy Builds Trust 3. Empathy Energizes Sales Teams 4. Empathy Saves Time 5. Empathy Creates Better Decision Makers 6. Empathy Enhances Social Media Strategy 4. Chapter 4: Empathy Is More than a Mental Exam 1. Building a Culture of Empathy 2. Leading by Example 3. Empathy Is Not Telling the Truth 4. Empathy Is Not Sympathy 5. Empathy Is Not Sympathetic 6. Empathy Is Not Passive 7. Empathy Is Not About Telling Everyone What They Want to Hear 8. Empathy Is Not About Managing Your Team's Emotions 9. Empathy Is About Changing Your Team's Behavior 10. Empathy Is About Developing Other Habits 11. Empathy Is About Developing Team Habits 12. Empathy Is Not About Being Friends with Everyone 13. Empathy Is Not About Playing Well with Others 14. Empathy Is Not About Pretending to Like Everyone 15. Empathy Is Not a Sign of Weakness 5. Chapter 5: Making Empathy Work for You 1. Empathy Is an Ongoing Process 2. Empathy Is Not a One-Time Effort 3. How to Build Your Company's Culture of Empathy 4. Giving and Receiving Empathy 5. Empathy and Respect 6. Empathy and Confidentiality 7. Empathy and Trust 8. Empathy and Teamwork 9. Empathy and Compassion 10. Empathy and Honesty 11. Empathy and Conflict Resolution 6. Chapter 6: How to Be a Master at Giving Empathy 1. Why You Should Choose Empathy First 2. Five Keys to Being an Effective Empathy-Giver 3. Empathy and Delegation 4. Empathy and Feedback 5. Empathy and Mentorship 6. Empathy and Development 7. Empathy and Recognition 8. Empathy and Appreciation 9. Empathy and Empathy Cues 10. Empathy and Self-Criticism 11. Empathy and Team Cues 12. Empathy and Mentoring Your Own Development 13. Empathy and Mentoring Others 14. When and How to Apply These Keys 15. Dealing with the Barriers to Empathy 16. Practice Empathy-Giving Daily 7. Chapter 7: How to Give Empathy 1. Empathy and the Three C's 2. When Empathy Makes the Cut 3. Empathy Is About Reaching People Where They Are 4. Empathy Is about Building Relationships 5. Empathy Gives Your Team Competence 6. Empathy Gives Your Team Respect 7. Empathy Gives Your Team Trust 8. Empathy Gives Your Team Confidence 9. Empathy Gives Your Team the Confidence to Take Risks 10. Empathy Gives Your Team the Courage to Be Authentic 11. Empathy Gives Your Team Empathy 12. Empathy Gives Your Team Trust 13. Empathy Gives Your Team Confidence 8. Chapter 8: How to Show Empathy 1. Showing Empathy in Person 2. Showing Empathy by Email 3. Showing Empathy via IM 4. Showing Empathy via Social Media 5. Showing Empathy via an Old-School Meeting 9. Chapter 9: How to Receive Empathy 1. Receiving Empathy from Your Supervisor 2. Receiving Empathy from Your Peers 3. Receiving Empathy from Your Manager 4. Receiving Empathy from Your Colleagues 5. Receiving Empathy from Your Manager's Team 6. Receiving Empathy from Your Colleague's Manager 7. Receiving Empathy from an Enemy Manager 8. Receiving Empathy from Your Board of Directors 9. Receiving Empathy from Your Boss 10. Receiving Empathy from a New Manager 10. Chapter 10: Empathy Tips 1. Empathy and Your Brain 2. Empathy and Self-Stories 3. Empathy and the Art of Compromise 4. Empathy and Overcoming Obstacles to Success 5. Empathy and the Three C's 6. Empathy and Self-Monitoring 7. Empathy and the Future 11. Chapter 11: Empathy Skills: Practicing in the Workplace 1. Empathy Skills to Develop 2. Getting Started 3. Rehearsing Empathy Skills 4. Improving Your Empathy Skills 5. What to Do When You've Hit a Wall 6. Empathy Skills Gone Wrong 12. Chapter 12: Empathy Tools and Techniques 1. The "Empathy Card Game" 2. Empathy Journal 3. Empathy Cards 4. A New Mind-Set for Empathy 7. PART II: GUIDING THE TRAINING 1. Chapter 13: Leadership Development: The Foundation of Empathy Training 1. Why Leadership Is Important 2. What Leadership Development Is 3. What Leadership Development Is Not 4. Types of Leadership 2. Chapter 14: Power of Training: Empathy-Based Leadership Development 1. How to Empathy-Build in Your Leadership Development Program 2. Developing Your Own Empathy Training Programs 3. Five Empathy-Based Tools to Use in Your Leadership Development Programs 4. Using Empathy in Interviews 5. Empathy When You Lead Conflict 6. How to Empathy-Build a Learning Experience 7. Empathy and Training 3. Chapter 15: Empathy for Sales: Training for Leaders 1. What Is Empathy? 2. What Is Empathy for Sales? 3. Why Does Empathy Matter in Sales? 4. Empathy Training for Sales Professionals 5. Why You Should Empathy-Build Your Sales Force 6. Empathy Training for Leaders and Sales Coaches 7. Empathy Training for Sales Managers 8. Empathy and the Bottom Line 9. Empathy and Leading Your Team 10. Empathy and the Sales Cycle 11. Empathy and Sales Training 12. Empathy and Sales Coach Certification 13. Empathy and Training Retreats 4. Chapter 16: Leadership Development in Sales 1. What Empathy Leads to 2. Are All Managers Created Equal? 3. What Makes Great Managers? 4. Common Traits of Successful Leaders 5. The Skills That Leaders Need 6. What to Look for in a Leader 7. Qualities of a Good Team Leader 8. Characteristics of an Excellent Team Leader 9. What We Should and Shouldn't Listen to 5. Chapter 17: Empathy for Social Media: Training for Leaders 1. Why Is Social Media Important for Leaders? 2. Empathy and the Facebook Addiction 3. Empathy and the MySpace Addiction 4. Emp