One provocative assertion I often make when teaching is that there are two kinds of people in the world: those who have hearts and those who don’t. Students and executives usually chuckle awkwardly at this statement, wondering where I am going. I then share that many leaders look at changing technology and changing markets and realize that a lot of jobs in their companies will inevitably be eliminated within the next few years, and it’s not hard to predict which jobs will go away. The question is how the executives react to this realization.

Leaders who “have hearts” experience empathy for those currently in jobs that will be disappearing, seeing individual faces and hearing individual names in their minds. Such leaders think of the men and women in their organizations as flesh- and-blood

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