Relating : it's the cake -- Theater games with engineers -- The heart and head of communication -- The mirror exercise -- Observation games -- Making it clear and vivid -- Reading minds : Helen Riess and Matt Lerner -- Teams -- Total listening starts with where they are -- Listening, from the boardroom to the bedroom -- Training doctors to have more empathy -- My life as a lab rat -- Working alone on building empathy -- Dark empathy -- Reading the mind of the reader -- Teaching and the flame challenge -- Emotion makes it memorable -- Story and the brain -- Commonality -- Jargon and the curse of knowledge -- The improvisation of daily life.