People deeply desire to be heard and seen. Sadly, as important as perspective-taking is to good leadership, being in a position of power decreases people’s understanding of others’ points of view. When we have power over others, our ability to see them as individuals diminishes. So leaders need to consciously and consistently make the effort to imagine walking in the shoes of the people they are leading.
Before people decide what they think of your message, they decide what they think of you.
To exert influence, you must balance competence with warmth.