Empathy v. Sympathy is something that comes easier to some than others and is always something to be practiced. Empathy leads to more understanding, connection, and rapport with people. It empowers others in a conversation. Gaining perspective and understanding people's differences shows and open mind and leads to better relationships. 

To help ensure proper communication we have to be prepared and consider our method of delivery prior to taking the step of communication. Is F2F, a phone call, or email best in different situations? This is important to ask ourselves.