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I had an opportunity today to listen to a talk by Brian Mueller, the President of the Apollo Group, a company specializing in providing higher education to working adults. He came to informally address a group of new academic, finance and enrollment counselors for the University of Phoenix Online, a subsidiary of Apollo.

What he had to say was inspiring from a number of different fronts, on the projected growth for online education to the company’s continued commitment of providing educational opportunities for the non-traditional student. Mueller’s rise in the company was also inspiring. Starting as an enrollment counselor some twenty years ago, he now heads the leading provider of higher education in the world for working adults. I enjoyed his unpretentious approach to the question and answer talk.

About half way into this informal presentation, he addressed the most important characteristic found in those that would choose to teach or advise or help others. It was the only common quality found in every person succeeding in these important professions. EVERY person had the ability to feel empathy.

Empathy is defined as the ability of understanding, being aware and sensitive to the feelings, thoughts and experiences of another. From that, a person has the interest and care to help.

Brian Mueller told a story that illustrated the powerful impact a single individual can have with the gift of empathy. A White House advisor to the President was scheduled to meet with him and his staff. Exhaustive measures were taken to prepare for this meeting. Everything was planned, prepared, and double checked for the morning of the meeting. Brian himself amusingly shares how he even wiped the white board clean. Everything was ready.

Brian welcomes the important adviser from the West Wing of the White House. The cordial conversation turns to the question as to whether Brian knows a particular University of Phoenix counselor. Brian is sort of taken back and says, yes. You see, this official had graduated years prior from the University and wanted to say hello to the person, who as it turned out, had been the instrumental individual in helping him finish his degree program. Brian called and had her come over to meet him. She had understood and cared and in a seemingly small way at the time, helped him keep it going. It ended paying off in great benefits.

It is an ironic picture. Here, just before this apparently important meeting to discuss and brainstorm such relevant issues, it was a thoughtful and caring individual’s actions years prior that carried the real weight that morning.

Empathy can and does have far reaching effects.