Fundamentals

In the bustling world of Small to Medium Size Businesses (SMBs), where personal connections often form the bedrock of customer relationships Meaning ● Customer Relationships, within the framework of SMB expansion, automation processes, and strategic execution, defines the methodologies and technologies SMBs use to manage and analyze customer interactions throughout the customer lifecycle. and employee loyalty, the concept of Empathy Objectification might seem paradoxical, even counterintuitive. At its most basic, empathy objectification, in a business context, can be understood as the strategic deployment of empathy, or the appearance of empathy, not for genuine connection or mutual understanding, but primarily as a tool to achieve specific business objectives. For SMBs, this can manifest in various ways, often subtly woven into daily operations, customer interactions, and even internal team dynamics.

Understanding Empathy ● The Foundation

Before delving into the complexities of empathy objectification, it’s crucial to establish a clear understanding of Empathy itself. In its purest form, empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, that is, the capacity to place oneself in another person’s position. It’s about genuinely connecting with the emotions, needs, and perspectives of others.

In a business setting, true empathy can lead to stronger customer relationships, improved employee morale, and a more collaborative work environment. However, the line blurs when this genuine human capacity is consciously or unconsciously manipulated for strategic gain, which leads us to the core of empathy objectification.

Empathy Objectification ● A Simple Explanation for SMBs

Imagine a small bakery, a quintessential SMB. The owner, known for their friendly demeanor, always remembers regular customers’ names and preferences. They ask about their families, their day, and seem genuinely interested. Customers feel valued and keep returning, not just for the delicious pastries, but for the personal connection.

This could be seen as genuine empathy, fostering strong customer loyalty. Now, consider a slightly different scenario. The same bakery owner, facing declining sales, attends a business seminar on “customer engagement.” They learn techniques to “show empathy” ● scripted greetings, rehearsed questions about customers’ lives, and a mandated smile, regardless of their own mood or genuine feeling. The intent is now primarily to boost sales, with the ’empathy’ becoming a calculated tool.

This shift, from genuine feeling to strategic tool, begins to touch upon the essence of Empathy Objectification. It’s about treating empathy as a means to an end, rather than an end in itself.

Empathy objectification, in SMBs, is fundamentally about using empathy or its performance as a strategic tool, potentially losing sight of genuine human connection Meaning ● In the realm of SMB growth strategies, human connection denotes the cultivation of genuine relationships with customers, employees, and partners, vital for sustained success and market differentiation. in pursuit of business goals.

Why SMBs are Particularly Susceptible

SMBs, due to their unique characteristics, can be particularly susceptible to both the positive and negative aspects of empathy objectification. Here are a few reasons:

• Close Customer Relationships ● SMBs often pride themselves on personal customer service. This closeness can create opportunities for genuine empathy, but also for its strategic manipulation. The pressure to maintain these relationships, especially in competitive markets, can incentivize the performance of empathy.
• Resource Constraints ● SMBs often operate with limited resources. This can lead to a focus on efficiency and results. Empathy, when seen as a ‘soft skill,’ might be strategically deployed only when it directly translates to tangible business outcomes, such as increased sales or customer retention.
• Owner-Driven Culture ● The personality and values of the SMB owner often heavily influence the business culture. If the owner prioritizes short-term gains over long-term, genuine relationships, empathy objectification can become ingrained in the business practices.
• Direct Employee-Customer Interaction ● In many SMBs, employees, especially in customer-facing roles, have direct and frequent interaction with customers. This proximity can create pressure to perform empathy, especially if customer satisfaction Meaning ● Customer Satisfaction: Ensuring customer delight by consistently meeting and exceeding expectations, fostering loyalty and advocacy. is heavily emphasized as a key performance indicator (KPI).

It’s important to note that empathy objectification is not always malicious or consciously intended. Sometimes, it arises from well-intentioned efforts to improve customer service Meaning ● Customer service, within the context of SMB growth, involves providing assistance and support to customers before, during, and after a purchase, a vital function for business survival. or boost employee morale, but the underlying approach inadvertently reduces empathy to a transactional tool.

Initial Examples of Empathy Objectification in SMB Operations

To further clarify the concept, consider these initial examples of how empathy objectification might manifest in different SMB sectors:

1. Retail ● A boutique clothing store trains its staff to compliment every customer’s appearance, regardless of sincerity, to encourage purchases. This manufactured flattery uses the performance of empathy to drive sales.
2. Service Industry (e.g., Hair Salon) ● A salon instructs stylists to deeply inquire about clients’ personal lives, not out of genuine interest, but to build ‘client stickiness’ and upsell services based on perceived vulnerabilities or desires.
3. Small Tech Startup ● A tech company mandates “empathetic communication” in customer support interactions, providing pre-written scripts and phrases, effectively turning empathy into a standardized, automated process, devoid of genuine feeling.
4. Local Restaurant ● A restaurant owner encourages servers to act overly friendly and solicitous for better tips, blurring the line between genuine hospitality and performative charm.

These examples, while simplified, illustrate the basic principle ● empathy, or its outward expression, is being used as a strategic tool, potentially at the expense of genuine human connection and ethical considerations. As we move to the intermediate level, we will explore the nuances and complexities of this phenomenon in greater detail.

Intermediate

Building upon the foundational understanding of empathy objectification in SMBs, we now delve into a more nuanced and complex exploration of this phenomenon. At the intermediate level, we move beyond simple definitions and examples to examine the various dimensions, impacts, and initial strategic considerations surrounding empathy objectification within the SMB landscape. We will explore the different forms it can take, its potential consequences for both employees and customers, and begin to consider how SMBs can navigate this complex terrain ethically and effectively.

Deeper Dive ● Types of Empathy Objectification in SMBs

Empathy objectification isn’t a monolithic concept. It manifests in various forms within SMBs, often subtly intertwined with business practices. Understanding these different types is crucial for recognizing and addressing them effectively.

Instrumental Empathy Objectification

This is perhaps the most direct and overt form. Instrumental Empathy Objectification occurs when empathy is explicitly treated as a tool or instrument to achieve specific business goals, primarily focused on tangible outcomes like increased sales, customer loyalty, or improved employee productivity. It’s characterized by a transactional approach where empathy is deployed strategically to elicit a desired response from customers or employees. The underlying motivation is not genuine care or connection, but rather the anticipated business benefit.

Example ● A small car dealership trains its sales team to use “active listening” techniques and express concern for customers’ financial situations, not out of genuine care, but to build trust and close sales more effectively, even if it means pushing customers towards less favorable financing options. The empathy displayed is instrumental in achieving sales targets.

Performative Empathy Objectification

Performative Empathy Objectification focuses on the outward display or performance of empathy, often without genuine underlying feeling. It’s about creating an impression of empathy, even if it’s superficial or insincere. This can be driven by marketing strategies, branding efforts, or internal policies that emphasize “customer-centricity” or “employee well-being” without fundamentally changing the underlying organizational culture or practices. The emphasis is on projecting an empathetic image to the external or internal stakeholders.

Example ● A local coffee shop brands itself as “community-focused” and “caring,” using emotionally resonant language in its marketing and social media. However, it simultaneously underpays its baristas and provides minimal benefits, demonstrating a disconnect between the performed empathy in its branding and the actual empathy in its employee treatment. The empathy is performative, aimed at attracting customers who value ethical businesses, while the internal practices may contradict this image.

Automated Empathy Objectification

With the increasing adoption of automation in SMBs, particularly in customer service and marketing, a new form emerges ● Automated Empathy Objectification. This involves using technology, such as chatbots or AI-powered customer service tools, to simulate empathy. While these tools can efficiently handle routine inquiries, they often fall short of genuine emotional understanding and can lead to a sense of detachment or dehumanization if not implemented carefully. The attempt to automate empathy can reduce it to a set of algorithms and pre-programmed responses, further objectifying the concept.

Example ● An online retailer implements a chatbot on its website designed to respond to customer complaints with pre-scripted empathetic phrases like “I understand your frustration” or “I’m sorry to hear about your experience.” While efficient, these automated responses can feel impersonal and insincere if they are not backed by genuine human intervention when complex or emotionally charged issues arise. The empathy becomes automated, a programmed response rather than a genuine human reaction.

Different forms of empathy objectification ● instrumental, performative, and automated ● highlight the diverse ways SMBs can strategically employ or simulate empathy, each with distinct implications.

Impacts of Empathy Objectification on SMB Stakeholders

Empathy objectification, while potentially offering short-term business gains, carries significant risks and potential negative consequences for both employees and customers of SMBs.

Impact on Employees

For employees, particularly those in customer-facing roles, empathy objectification can lead to:

• Emotional Labor and Burnout ● Constantly performing empathy, especially when it’s not genuinely felt, can be emotionally draining and lead to burnout. Employees may feel pressured to suppress their own emotions and constantly project a desired emotional state, leading to exhaustion and decreased job satisfaction.
• Decreased Authenticity and Job Dissatisfaction ● When empathy becomes a mandated performance, employees may feel inauthentic and disconnected from their work. This can erode their sense of purpose and lead to decreased job satisfaction and higher turnover rates.
• Moral Distress ● Employees may experience moral distress if they are asked to perform empathy in ways that feel manipulative or unethical. This can be particularly acute if the performed empathy is used to exploit customer vulnerabilities or push products/services that are not in the customer’s best interest.
• Erosion of Genuine Empathy ● Paradoxically, the constant performance of empathy can actually erode employees’ capacity for genuine empathy over time. By treating empathy as a tool, it can become detached from its emotional roots, leading to a cynical or detached approach to human interaction.

Impact on Customers

For customers, empathy objectification can result in:

• Decreased Trust and Cynicism ● Customers are often astute at detecting insincerity. If they perceive empathy as being performative or manipulative, it can erode trust in the SMB and lead to cynicism towards its marketing and customer service efforts.
• Feelings of Dehumanization ● Being subjected to manufactured or instrumental empathy can make customers feel like they are being treated as objects or means to an end, rather than valued individuals. This can damage customer relationships and loyalty in the long run.
• Negative Brand Perception ● If empathy objectification becomes blatant or is publicly exposed, it can severely damage the SMB’s brand reputation. In today’s interconnected world, negative experiences can quickly spread through social media and online reviews, impacting customer acquisition and retention.
• Ethical Concerns and Backlash ● Customers are increasingly conscious of ethical business practices. Empathy objectification, especially when perceived as manipulative or exploitative, can trigger ethical concerns and lead to customer backlash, boycotts, or negative publicity.

The table below summarizes the potential impacts on employees and customers:

Empathy objectification, while seemingly beneficial for short-term gains, poses significant risks to both employee well-being Meaning ● Employee Well-being in SMBs is a strategic asset, driving growth and resilience through healthy, happy, and engaged employees. and customer trust, potentially undermining long-term SMB success.

Navigating the Intermediate Terrain ● Initial Strategic Considerations for SMBs

Recognizing the potential pitfalls of empathy objectification, SMBs need to adopt a more strategic and ethical approach to empathy in their operations. At the intermediate level, we can begin to outline some initial considerations:

1. Prioritize Genuine Empathy ● The foundation of any ethical approach is to prioritize genuine empathy. This means fostering a business culture that values authentic human connection, both internally among employees and externally with customers. Leadership must model genuine empathy and create an environment where it is valued and rewarded.
2. Focus on Employee Well-Being ● Employee well-being is not just a moral imperative, but also a strategic asset. SMBs should invest in employee support, training, and resources to mitigate emotional labor and burnout. This includes providing adequate compensation, benefits, and a supportive work environment where employees feel valued and respected.
3. Transparency and Authenticity in Communication ● SMBs should strive for transparency and authenticity in their communication with customers. Avoid manipulative marketing tactics or performative empathy. Instead, focus on clear, honest, and respectful communication that builds trust and long-term relationships.
4. Ethical Frameworks and Training ● Implement ethical frameworks Meaning ● Ethical Frameworks are guiding principles for morally sound SMB decisions, ensuring sustainable, reputable, and trusted business practices. and training programs for employees, particularly in customer-facing roles. These programs should educate employees about empathy objectification, its potential harms, and ethical alternatives. They should emphasize the importance of genuine connection and respect for customers as individuals.

These initial strategic considerations provide a starting point for SMBs to move beyond the potential pitfalls of empathy objectification and cultivate a more ethical and sustainable approach to empathy in their business practices. In the advanced section, we will delve deeper into more sophisticated strategies, ethical frameworks, and the long-term implications for SMB growth, automation, and implementation.

Advanced

At the advanced level, our exploration of empathy objectification in SMBs reaches a critical juncture. Having established foundational and intermediate understandings, we now confront the most complex dimensions of this phenomenon. We move towards a refined, expert-level definition, informed by diverse perspectives, cross-sectorial influences, and rigorous business analysis.

This advanced perspective acknowledges empathy objectification not merely as a binary issue of ‘good’ or ‘bad’ empathy, but as a multifaceted strategic challenge with profound ethical, operational, and long-term implications for SMB growth, automation, and implementation. We will dissect the intricate interplay of these factors, focusing on actionable, deeply insightful strategies for SMBs operating in an increasingly complex and automated business landscape.

Redefining Empathy Objectification ● An Advanced Business Perspective

Building upon research in organizational behavior, ethics, and consumer psychology, we arrive at an advanced definition of Empathy Objectification within the SMB context ● Empathy Objectification in SMBs is the Strategic Instrumentalization And/or Performative Simulation of Empathy, Often Amplified by Automation, Wherein Genuine Human Connection is Subordinated to Pre-Defined Business Objectives, Potentially Leading to the Dehumanization of Both Employees and Customers, and Ultimately Undermining Long-Term Organizational Health and Ethical Standing. This definition moves beyond the simplistic notion of ‘using empathy for business’ to encompass the more insidious aspects of instrumentalization, performance, and the amplifying effect of automation. It highlights the potential for dehumanization and underscores the long-term risks to organizational well-being and ethical reputation.

Diverse Perspectives and Cross-Sectorial Influences

Understanding empathy objectification requires considering diverse perspectives Meaning ● Diverse Perspectives, in the context of SMB growth, automation, and implementation, signifies the inclusion of varied viewpoints, backgrounds, and experiences within the team to improve problem-solving and innovation. and cross-sectorial influences. It is not solely a marketing or customer service issue; it permeates various aspects of SMB operations and is shaped by broader societal and technological trends.

Psychological Perspective

From a psychological standpoint, empathy objectification taps into the human need for connection and validation. Psychological Research shows that humans are inherently social beings, wired for empathy and connection. SMBs can exploit this inherent human need by appearing empathetic, even if the underlying motivation is purely transactional. However, psychological principles also highlight the human capacity to detect insincerity and the negative emotional consequences of feeling manipulated or objectified.

Cognitive Dissonance can arise in employees who are forced to perform empathy, leading to stress and burnout. Attachment Theory suggests that customers seek genuine connection and trust in their interactions with businesses; performative empathy can disrupt this attachment, leading to decreased loyalty.

Sociological Perspective

Sociologically, empathy objectification reflects broader societal trends towards Commodification of Emotions and the Instrumentalization of Human Relationships in late-stage capitalism. In a hyper-competitive market, businesses are increasingly pressured to extract value from every interaction, including emotional exchanges. Social Constructionism suggests that empathy itself can be socially constructed and manipulated.

What is perceived as ’empathetic’ can be shaped by cultural norms, marketing narratives, and corporate training programs. Critical Theory perspectives highlight the power dynamics inherent in empathy objectification, where SMBs, often wielding economic power, can strategically deploy empathy to influence and control customer behavior and employee performance.

Technological Perspective

The rise of automation and AI significantly amplifies the complexities of empathy objectification. Technological Advancements enable SMBs to automate customer interactions, personalize marketing messages, and even simulate empathetic responses at scale. However, this technological mediation can further detach empathy from its human roots. Ethical AI frameworks raise concerns about the potential for AI-driven empathy to be manipulative or discriminatory.

Human-Computer Interaction (HCI) Research explores the challenges of designing technology that can genuinely support human empathy, rather than merely simulating it for instrumental purposes. The focus shifts from genuine human empathy to algorithmic efficiency and data-driven optimization of emotional responses.

Ethical and Philosophical Perspective

Ethically and philosophically, empathy objectification raises fundamental questions about the nature of human dignity, authenticity, and the purpose of business. Deontology, emphasizing moral duties and rules, would argue that empathy objectification is inherently unethical if it treats individuals as means to an end, violating their inherent worth and dignity. Utilitarianism, focusing on maximizing overall happiness, might offer a more nuanced perspective. If empathy objectification leads to increased customer satisfaction and business growth, a utilitarian might argue for its ethical permissibility, provided the benefits outweigh the harms.

However, this calculus becomes complex when considering the long-term ethical implications and the potential for widespread dehumanization. Virtue Ethics emphasizes the importance of cultivating virtuous character traits, such as genuine empathy and compassion, in business leaders and employees. From this perspective, empathy objectification represents a failure of ethical leadership and a distortion of the true purpose of business, which should ideally contribute to human flourishing, not merely profit maximization.

An advanced understanding of empathy objectification necessitates considering psychological, sociological, technological, ethical, and philosophical perspectives, revealing its multifaceted nature and complex implications for SMBs.

In-Depth Business Analysis ● Focusing on Long-Term Business Consequences for SMBs

While short-term gains might be tempting, empathy objectification carries significant long-term business consequences Meaning ● Business Consequences: The wide-ranging impacts of business decisions on SMB operations, stakeholders, and long-term sustainability. for SMBs, potentially undermining their sustainability and ethical standing. A deep business analysis reveals these critical risks:

Erosion of Brand Trust and Customer Loyalty (Long-Term)

In the short term, performative or instrumental empathy might boost sales or customer satisfaction scores. However, over time, customers become increasingly discerning and can detect insincerity. Long-Term Brand Trust is built on genuine relationships and consistent ethical behavior, not on manufactured emotional displays. If customers perceive empathy as a manipulative tactic, it will erode trust and lead to customer attrition.

Customer Loyalty, in the advanced business landscape, is driven by authentic connection, shared values, and consistent delivery of value, not by superficial emotional appeals. Empathy objectification, in the long run, undermines these foundational elements of brand trust and customer loyalty.

Increased Employee Turnover and Decreased Productivity (Long-Term)

The emotional labor and moral distress associated with empathy objectification contribute to employee burnout and job dissatisfaction. High Employee Turnover is costly for SMBs, disrupting operations, increasing recruitment and training expenses, and eroding institutional knowledge. Furthermore, employees who are forced to perform empathy become disengaged and less productive.

Long-Term Employee Productivity is fostered by a positive work environment, genuine recognition, and a sense of purpose, not by mandated emotional performances. Empathy objectification, by undermining employee well-being and authenticity, negatively impacts long-term productivity and organizational performance.

Reputational Damage and Ethical Scrutiny (Long-Term)

In an age of social media and heightened ethical awareness, empathy objectification poses significant reputational risks for SMBs. Reputational Damage can be swift and severe, especially if instances of manipulative or inauthentic empathy are exposed publicly. Ethical Scrutiny from customers, employees, and the broader public is increasing. Consumers are increasingly demanding ethical and socially responsible business practices.

SMBs that are perceived as engaging in empathy objectification may face boycotts, negative reviews, and difficulty attracting and retaining both customers and employees. Long-Term Ethical Standing is crucial for SMB sustainability in a world where ethical considerations are increasingly central to consumer and employee choices.

Legal and Regulatory Risks (Emerging)

While legal frameworks around empathy objectification are still nascent, there is a growing awareness of the ethical and societal implications of manipulative emotional practices in business. Emerging Legal and Regulatory Frameworks may address issues related to emotional manipulation, data privacy in emotionally targeted marketing, and employee well-being in emotionally demanding roles. SMBs that engage in blatant forms of empathy objectification may face future legal challenges and regulatory scrutiny. Proactive Ethical Compliance and a commitment to genuine empathy are crucial for mitigating these emerging legal and regulatory risks.

The table below summarizes the long-term business consequences for SMBs:

Long-term business consequences of empathy objectification, including eroded trust, increased turnover, and reputational damage, far outweigh any potential short-term gains for SMBs.

Advanced Strategies for Ethical Empathy Implementation in SMBs

Moving beyond the pitfalls of empathy objectification, SMBs can adopt advanced strategies for ethical empathy Meaning ● Ethical Empathy, within the SMB context, represents the practice of understanding and responding thoughtfully to the needs and ethical concerns of stakeholders—employees, customers, and the community—affected by a business's growth strategies, automation initiatives, and implementation efforts. implementation, fostering genuine connection and sustainable business success.

Cultivating a Culture of Genuine Empathy from Leadership Down

The most fundamental strategy is to cultivate a Culture of Genuine Empathy that permeates the entire SMB, starting from leadership. This requires:

1. Leadership Modeling ● SMB leaders must embody genuine empathy in their interactions with employees and customers. This means actively listening, showing genuine concern, and prioritizing ethical decision-making.
2. Values-Driven Culture ● Empathy should be explicitly stated as a core value of the SMB. This value should be integrated into hiring practices, employee training, performance evaluations, and all aspects of organizational culture.
3. Empathetic Communication Training (Focus on Authenticity) ● Employee training Meaning ● Employee Training in SMBs is a structured process to equip employees with necessary skills and knowledge for current and future roles, driving business growth. should focus on developing genuine empathetic communication skills, not on scripted performances. Training should emphasize active listening, emotional intelligence, and understanding diverse perspectives.
4. Employee Empowerment and Psychological Safety ● Create a work environment where employees feel psychologically safe to express their own emotions and concerns, and are empowered to exercise genuine empathy in their interactions with customers.

Strategic Automation for Empathy Enhancement, Not Replacement

Automation can be strategically leveraged to enhance genuine empathy, rather than replace it with simulated versions. This involves:

1. AI-Augmented Empathy ● Use AI tools to assist human employees in understanding customer needs and emotions, providing insights and context, but always maintaining human oversight and genuine human interaction for complex or emotionally charged situations.
2. Personalization with Respect for Privacy ● Utilize data and personalization technologies to tailor customer experiences, but always with transparency, respect for customer privacy, and a focus on providing genuine value, not manipulative emotional appeals.
3. Automation of Routine Tasks to Free Up Human Empathy ● Automate routine tasks and processes to free up human employees to focus on more complex, emotionally demanding interactions where genuine empathy is crucial.
4. Ethical AI Audits and Oversight ● Implement ethical AI Meaning ● Ethical AI for SMBs means using AI responsibly to build trust, ensure fairness, and drive sustainable growth, not just for profit but for societal benefit. audits and oversight mechanisms to ensure that automated systems are not inadvertently engaging in empathy objectification or discriminatory practices.

Building Long-Term Customer Relationships Based on Trust and Shared Values

Shift the focus from short-term transactional gains to building Long-Term Customer Relationships based on trust and shared values. This entails:

1. Value-Driven Marketing and Communication ● Focus marketing and communication efforts on conveying genuine value, ethical practices, and shared values, rather than manipulative emotional appeals.
2. Transparent and Honest Business Practices ● Operate with transparency and honesty in all business practices, building trust through consistent ethical behavior.
3. Customer Feedback and Active Listening (Organizational Level) ● Actively solicit and genuinely listen to customer feedback, using it to improve products, services, and customer experiences in a way that demonstrates genuine care and responsiveness.
4. Community Engagement and Social Responsibility ● Engage in community initiatives and social responsibility efforts that align with SMB values, demonstrating genuine care for the broader community and building a positive brand reputation based on ethical action.

Continuous Ethical Reflection and Adaptation

In the rapidly evolving business landscape, continuous ethical reflection and adaptation are crucial. This involves:

1. Regular Ethical Audits and Reviews ● Conduct regular ethical audits and reviews of business practices, specifically examining potential instances of empathy objectification and their ethical implications.
2. Ongoing Employee Training and Ethical Development ● Provide ongoing employee training and ethical development programs to reinforce ethical values and adapt to evolving ethical challenges.
3. Stakeholder Engagement and Dialogue ● Engage in dialogue with employees, customers, and other stakeholders to understand their perspectives on empathy objectification and ethical business practices.
4. Adaptability and Responsiveness to Ethical Concerns ● Be adaptable and responsive to emerging ethical concerns and societal expectations, continuously refining business practices to align with evolving ethical standards.

Advanced strategies for ethical empathy implementation Meaning ● Integrating moral understanding into SMB operations for sustainable growth. focus on cultivating genuine empathy, strategically leveraging automation, building trust-based relationships, and embracing continuous ethical reflection and adaptation.

In conclusion, empathy objectification represents a significant, yet often overlooked, strategic and ethical challenge for SMBs. While the allure of short-term gains through manipulative or performative empathy might be tempting, the long-term consequences ● eroded trust, decreased loyalty, reputational damage, and ethical compromise ● far outweigh any perceived benefits. By embracing an advanced understanding of empathy objectification, SMBs can proactively implement ethical strategies that prioritize genuine human connection, foster sustainable growth, and build a business legacy rooted in integrity and authentic empathy.