“…Empathy has been found to be an asset during negotiations and to increase creativity in teams, enhance cooperation, raise employee commitment, and strengthen leadership abilities (Carmeli, 2003; Galinski et al, 2008; Gentry et al, 2010; Hoever et al, 2012; Morelli et al, 2014; Ruderman et al, 2001). It is especially crucial for professionals working in intercultural settings, conducting difficult workplace conversations, or working in turbulent environments such as organizations in times of crisis (Alon & Higgins, 2005; Bradley & Campbell, 2016; Claeys et al, 2013; Roebuck et al, 2016). But even in routinely short-term interactions between customers and call centers, empathy plays an important role (Clark et al, 2013).…”