The 108 Skills of Natural Born Leaders

14. Walk in Another's Shoes

Effective leaders walk in another's shoes to create genuine empathy: the ability to understand experience from the other person's perspective. Followers need to know the leader can relate to their feelings, concerns, and desires. Skillful walking in another's shoes means showing people you truly know them at their level and can relate to the events of their lives. The best leaders walk in another's shoes to demonstrate by behavior and to communicate in words that the other's feelings and beliefs are important and valid.

Herb Kelleher, CEO of Southwest Airlines, demonstrates skillful walking in another's shoes in visible ways. He goes out on the ramp and loads luggage with his baggage handlers. He serves peanuts alongside ...