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How Empathetic Communication Unlocks Innovation at Speed

The Digital Project Manager

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Empathy isn't just a feel-good buzzword; it's infrastructure. In this episode, Galen Low chats with Andrea Goulet, communication systems architect and long-time software entrepreneur, about how empathy can act as a technical tool for collaboration, innovation, and high-performance in the age of AI.

Drawing from her experience building a $4M consultancy and translating complex human dynamics into actionable frameworks, Andrea breaks down the mechanics of empathy, why it matters more than ever, and how we can cultivate it in our teams to drive better outcomes. This isn't about being soft—it's about being strategic.

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Chapters

1. Empathy Reduces Friction (00:00:00)

2. Show Intro And Host Setup (00:01:11)

3. Defining Empathy As Infrastructure (00:01:56)

4. From Miscommunication To Frameworks (00:03:58)

5. The Four Components Of Empathy (00:08:13)

6. Protocols For Communication Fidelity (00:12:53)

7. Measuring Empathy With Real Metrics (00:16:52)

8. Small Experiments Beat Big Policies (00:19:28)

9. Chit Chat As Knowledge Transfer (00:22:39)

10. Ants, Bees, And Complex Systems (00:26:13)

11. Empathy’s Role In AI (00:30:04)

12. Tools Not Teammates: AI’s Purpose (00:35:12)

13. Closing, Resources, And Links (00:39:12)

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