Use Video Whenever Possible
This may sound like the most obvious advice, but like most obvious things, we may all know them, but we don’t necessarily practice them. Looking people in the eyes and seeing a person’s face makes a huge difference in terms of making a connection, not least because our brain is wired for visual cues. The so-called ‘mirror neurons’ in the brain enable us to understand and respond to the facial expressions, movements and actions of others, and they require the sense of sight. A text, phone call or blank screen with nothing but your name on it fail to activate the mirror neurons, which arguably contribute to our ability to empathize.
