As an FBI agent, a word like empathy seemed too soft for the harsh reality of complex criminal investigations. But the FBI is a people business because machines don't commit crimes; it's the people behind them. No matter what violation was on an agent's desk, we needed the cooperation of victims, witnesses, and ultimately, the criminals themselves.
Empathy is defined as the ability to recognize other people's feelings; it forms the foundation for quality human relationships. I applied it in two ways to the targets of my counterintelligence investigations. First, it helped me understand their thoughts and perspectives. It enabled me to ask myself, "What would I think or feel if I were them right now?"
Second, it allowed me to express my concerns and ask about their worries. As I listened to their responses to my questions, I gained a better understanding of their stress at work or in their personal lives. I needed their cooperation, so these details were important.
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