Here is a part of Simon Sinek's speech about "Understanding Empathy".  Full video and text can be found at:

http://www.yousubtitles.com/Simon-Sinek-Understanding-Empathy-id-1105677

I'll tell you a true story .  A few months ago, I stayed at the Four Seasons in Las Vegas.  It is a wonderful hotel and the reason it's a wonderful hotel is not because of the fancy beds.  Any hotel can go and buy a fancy bed.  The reason it's a wonderful hotel is because of the people who work there.  If you walk past somebody at the Four Seasons than this and they say hello to you.  You get the feeling that they actually wanted to say hello to you.  It's not that somebody told them that you have to say hello to all the customers, say hello to all the guests.   Right, you actually feel that they care.  Now in their Lobby, they have a coffee stand, and in one afternoon I went to buy a cup of coffee.  and there was a barista by the name of Noah who was serving me.  Noah was fantastic, he was friendly and fun, and he was engaging with me.  And I had so much fun buying a cup of coffee.  I actually think I gave a hundred percent tip right.  He was wonderful.  So as is my nature, I asked Noah: do you like your job?  And without skipping a beat, Noah says I love my job.  And so I followed up.  I said what is it that the four seasons is doing that would make you say to me I love my job.  And without skipping a beat, Noah said: throughout the day managers will walk past me and ask me how I'm doing if there's anything that I need to do my job better.  He said not just my manager, any manager.  And then he said something magical.  He says: I also work at Caesars Palace.  And Caesars at Caesar's Palace the managers are trying to make sure we're doing everything right, they catch us when we do things wrong.  He says when I go to work there I like to keep my head under the radar and just get through the day, so I can get my paycheck.  He says here at the Four Seasons I feel I can be myself.  Same person entirely a different experience from the customer who will engage with Noah.  So, we in leadership are always criticizing the people.  We're always saying we gotta get the right people on the bus, I've got to film I run my team, I gotta get the right people.  But the reality is it's not the people, it's the leadership.  If we create the right environment, we will get people like Noah at the four seasons.  If we create the wrong environment, we will get people like Noah at Caesar's Palace.  It's not the people, and yet we're so quick to hire and fire.  You can't hire and fire your children.   If there's, if your kids are struggling, we don't say you got to see at school, you're up for adoption.  So why is it that when somebody has performance problems at work.  Why is it that our instinct is to say: you're out.  We do not practice empathy.  What does empathy look like?  Here's the lack of empathy.  This is normal in our business world.  You walk into someone's office, someone walks into our office and says your numbers have been down for the third quarter in a row, you have to pick up your numbers; otherwise, I can't guarantee what the future will look like.  how inspired you think that person is to come to work the next day?  Here's what empathy looks like.  You walk into someone's office, someone walks into your office and says your numbers are down for the third quarter in a row, are you okay?  I'm worried about you.  What's going on?  We all have performance issues.  Maybe someone's kid is sick; maybe they're having problems in their marriage; maybe one of their parents is dying.  We don't know what's going on in their lives, and of course it will affect performance at work.  Empathy is being concerned about the human being, not just their output.  And we have to practice empathy.  

Source: https://www.youtube.com/watch?v=mRLoK95Hdu8&feature=youtu.be