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Twenty midlevel executives at American Express Financial Advisors are gathered in a room at a conference center outside Minneapolis. Each has been asked to try to convey a specific emotion -- by reading a particular statement aloud. The challenge for listeners is to figure out which emotion each speaker is trying to evoke. It seems like a relatively straightforward exercise but only a fraction of the group comes anywhere close to correctly identifying speakers' emotions.
"I sometimes wish I had a corporate decoder for each relationship," one woman laments. "It's very hard to know what people are feeling in my office and how I should respond...
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