When people become numbers, empathy disappears. Distance and abstraction make it easy to harm others without feeling it. This chapter explores the danger of losing the human in the data.
The Problem of Abstraction
It’s hard to feel empathy for “15% workforce reduction.” It’s impossible not to feel empathy when you know Sarah, who has two kids and just bought a house.
How Abstraction Works
The more abstract people become, the easier it is to harm them:
- “Headcount” → easier to cut than “people”
- “Resources” → easier to reallocate than “team members”
- “15% reduction” → easier than “layoff 150 employees”
- “Collateral damage” → easier than “killed civilians”
The Distance Problem
Physical and emotional distance enables harmful decisions. Leaders who don’t see the people affected can make callous choices.
Distance Enables Harm
- C-suite making cuts without meeting affected employees
- Managers sending layoff emails instead of meeting face-to-face
- Decisions made in boardrooms far from the shop floor
- Metrics and dashboards replacing human interaction
The Solution: Proximity
The antidote to abstraction is proximity. Great leaders stay close to the people they serve.
Maintaining Connection
- Walk the floor regularly
- Know people’s names and stories
- Make decisions face-to-face when possible
- See the human impact of every decision
- Use specific names, not general categories
Key Takeaways
- Abstraction makes it easy to harm people without feeling it
- When people become numbers, empathy disappears
- Distance (physical and emotional) enables callous decisions
- The antidote is proximity—stay close to the people you serve