leaders should understand that employees want to feel like their work has a purpose and act in that way. Yet, if we look at Gallup's research over th… - Heather McGowan

It still seems a bit surreal and now that it's over, I can try to absorb all the little bits of the day. Getting a kiss on the cheek from him was absolutely brilliant

Well first, I think we need to dispel the notion that empathy means less, and I didn't really even understand it until I started doing these book tour interviews where people said to me, "Okay, so we've got to be empathetic, we've got to be nice, we've got to make concessions for people, let them do less and expect less". And I thought, "Well, there may be days that's true". Your dad dies, you have to put your dog to sleep, there are days that we have to be human and that's true. But no, that's not what I'm talking about.

Yeah, first of all, let me just empathise with you. I know it's not comfortable. I make all my audience say with me, "Let's all say the four scary words, 'I do not know'", and we say it together. And I say, "And I know you were brought up as leaders not to say those words. But what's happening now is, if you pretend you know and you don't, you could be leading your team down a very dangerous path. You have to acknowledge what you don't know as an opportunity to learn, because the first step of learning is to say, 'I don't know', because if you know, you're not learning".