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‘Empathy framework’ Helps Leaders Emit, Understand Range of Emotions

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Recently CEO Dave Demos and SVP Jodi Getson spoke with the Financial Post about the importance of empathy in our industry.

For CEO Dave Demos, empathy is the No. 1 attribute in recruiting, hiring and training efforts. “We go into situations where a person or business is struck by a disaster. Being empathetic and able to communicate clearly is the most important thing we can do to help. They have to know we care.”
Jodi Getson, senior vice-president, says “A great deal of training is focused on the communication process. Our people have to understand their customers and evaluate situations, while also realizing how their actions affect others.”

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