As leaders, we often underestimate the impact our words and actions can have. A small gesture, a kind word, or even just being present in the moment can change someone’s entire outlook.

Fender, the iconic guitar brand, faced a steep decline in guitar sales in the 2010s, signaling a fading passion for learning the instrument and threatening its legendary status.

Experience what your team experiences. When leaders experience what their frontline workers go through, it deepens understanding that drives better decision-making, smarter strategies, streamlined operations and fosters trust between corporate leadership and frontline workers.

Here is the finished schoolhouse in the village.

When CEOs join their employees in the trenches, it can translate to considerable gains in productivity, but Uber CEO Dara Khosrowshahi took that concept to a whole new level when he literally took the wheel and became one of his company’s drivers for several months.

I want to share a real-life example that you can use immediately.

He fell to the ground, crying uncontrollably.

Just outside the side exit of a Washington, D.C. Holiday Inn, on a chilly night back on November 10, 2009, a remarkable encounter unfolded.

After spending 10 years as an academic historian, I joined the corporate world. I have since worked in several business functions: strategy, operations, and innovation. Regardless of the corporate role, I have always reverted to my training and expertise in U.S. military history to solve business problems. I absolutely love presenting, through my keynote, how businesses can leverage the power of empathy in history to build trust with customers.