This article explores the key role of empathy and compassion in future work.
Importantly from the perspective of our centre, the author highlights how these interpersonal skills should not just be "trained" but need to be enabled through positive work designs. For example, Pret A secretly monitoring their staff's cheerfulness, "while also depriving them of the wages and working conditions that might encourage actual cheerfulness" is a highly cynical strategy. Similarly, expecting physicians to demonstrate empathy at the same time that they face excessive work loads is unreasonable.
As the author concludes "having some autonomy, being treated decently and not being overstressed all the time might be the biggest keys to being an effective emotional worker".