Note that there were five references to Jim (the reader) and thirteen
references to Paula (the writer), resulting in a negative Empathy Index
(five minus thirteen equals negative eight).
Them 5
Us (13)
Empathy Index −8
Consider the writer’s objective. What does Paula want Jim to do?
Remember to express her objective as an action step.
What did you decide is Paula’s objective? Isn’t it true that Paula wants
Jim to cooperate, contact her with news, and include her in meetings and
updates?
With that objective in mind, rewrite the E-mail to ensure a positive
Empathy Index.
It’s easy to be distracted from our objective by our emotions. Listen to
Paula’s perspective. “The situation was embarrassing and humiliating. I
had no idea whether Jim was keeping me in the dark because he was try-