As business office manager jobs near me takes center stage, this opening passage beckons readers into a world of knowledge and expertise that showcases the essential skills and qualifications required for a successful business office manager. Whether you’re a seasoned professional or just starting your career, this comprehensive guide will walk you through the various aspects of being a business office manager, from everyday responsibilities to advanced time-management strategies and recruitment plans.
From understanding the role of a business office manager to maintaining a productive and efficient work environment, this guide will cover various industries, essential responsibilities, and effective communication strategies, among other topics. It’s time to discover the skills and knowledge needed to excel in this dynamic and in-demand field.
Essential Responsibilities of a Business Office Manager in a Small Office Setting

A business office manager in a small office setting typically handles a wide range of daily tasks and duties. These responsibilities require strong administrative, organizational, and communication skills, which are crucial for the success of the office team. In this context, maintaining confidentiality and discretion is also of utmost importance.
Administrative Responsibilities
A business office manager’s day is filled with administrative tasks, including managing calendars, coordinating travel arrangements, and handling mail, packages, and other deliveries. They also oversee the maintenance of office equipment, supplies, and furniture, ensuring that everything is in good working order. Additionally, they are responsible for managing office budgets, tracking expenses, and making financial decisions.
- Managing calendar of the office and its employees, ensuring that meetings and appointments are scheduled and communicated effectively
- Coordinating travel arrangements for employees, including booking flights, hotels, and renting cars
- Handling mail, packages, and other deliveries, and ensuring that they are distributed to the right people
- Maintaining office equipment, supplies, and furniture, and ordering new or replacement items as needed
- Managing office budgets, tracking expenses, and making financial decisions
Organizational Responsibilities
As the hub of the office, a business office manager plays a key role in maintaining organization and productivity. This includes overseeing the filing and storage of documents, managing office policies, and ensuring that employees are following safety and emergency procedures.
- Overseeing the filing and storage of documents, including physical and digital files
- Managing office policies, including policies on confidentiality, data protection, and employee conduct
- Ensuring that employees are following safety and emergency procedures, including fire evacuation and first aid
- Maintaining office records, including attendance, performance, and disciplinary records
- Developing and implementing systems to improve office efficiency and productivity
Communication Responsibilities
Effective communication is crucial in a small office setting, where everyone plays a critical role. A business office manager must be able to communicate with employees, managers, and external parties, both in person and in writing.
- Communicating with employees, including answering questions, providing information, and resolving issues
- Communicating with external parties, including clients, customers, and suppliers
- Preparing and distributing reports, memos, and other communications
- Facilitating meetings and presentations, including setting up the room, arranging for equipment, and taking notes
- Developing and implementing communication strategies to improve office communication and collaboration
Maintaining Confidentiality and Discretion
A business office manager must maintain confidentiality and discretion when handling sensitive or confidential information. This includes protecting employee and customer data, maintaining confidentiality of company documents and records, and upholding the integrity of the office.
- Protecting employee and customer data, including social security numbers, addresses, and financial information
- Maintaining confidentiality of company documents and records, including financial statements and personnel files
- Upholding the integrity of the office, including maintaining professionalism and confidentiality in all interactions
- Developing and implementing procedures to ensure the confidentiality and integrity of the office
Creating a Business Office Environment that Promotes Employee Productivity and Morale: Business Office Manager Jobs Near Me
A positive work environment is crucial for the success of any organization. It is essential to create a space that fosters productivity, innovation, and employee well-being. By understanding the factors that contribute to a positive work environment, businesses can take steps to promote employee morale and productivity.
Flexible Scheduling
Flexible scheduling is a crucial aspect of creating a positive work environment. It allows employees to have a better work-life balance, which is essential for their overall well-being. Flexible scheduling can take many forms, including telecommuting, flexible hours, and compressed workweeks. For example, some companies offer a four-day workweek, where employees work 10 hours a day for four days instead of the traditional five days. This can help employees manage their personal and family responsibilities while also increasing their productivity.
- Reduced commuting time and costs
- Improved work-life balance
- Increased productivity
Some companies that offer flexible scheduling include Amazon, Microsoft, and IBM. These companies have seen significant benefits from flexible scheduling, including improved employee satisfaction and increased productivity.
Open Communication
Open communication is essential for creating a positive work environment. It allows employees to feel heard and valued, which is essential for their morale and productivity. Open communication can take many forms, including regular team meetings, frequent check-ins, and open-door policies. For example, some companies have a “no meeting day” where employees are encouraged to work on their most important tasks without any distractions.
- Improved communication
- Increased employee satisfaction
- Reduced conflicts
Some companies that excel at open communication include Google, Facebook, and Dropbox. These companies have a transparent and open culture that encourages collaboration and communication.
Collaboration and Teamwork
Collaboration and teamwork are essential for creating a positive work environment. They allow employees to work together towards a common goal, share ideas, and build relationships. Collaboration can take many forms, including team projects, brainstorming sessions, and cross-functional teams. For example, some companies have a “Hackathon” where teams are given a challenge to work on for a set period of time.
- Improved collaboration
- Increased innovation
- Reduced conflicts
Some companies that excel at collaboration include Microsoft, IBM, and Accenture. These companies have a culture that encourages collaboration and teamwork.
Recognizing and Addressing Employee Burnout and Stress
Recognizing and addressing employee burnout and stress is essential for creating a positive work environment. Employee burnout and stress can have serious consequences, including decreased productivity, absenteeism, and turnover. To recognize and address employee burnout and stress, companies can offer employee wellness programs, flexible scheduling, and mental health resources.
- Reduced turnover
- Improved employee satisfaction
- Increased productivity
Some companies that excel at recognizing and addressing employee burnout and stress include Google, Facebook, and LinkedIn. These companies have a culture that prioritizes employee well-being.
Effective Communication Strategies for Business Office Managers to Build Trust with Coworkers and Clients

As a business office manager, effective communication is crucial for building trust with coworkers and clients. It sets the tone for a productive and harmonious work environment, fostering strong relationships and successful collaborations. By mastering verbal and nonverbal communication techniques, you can establish a positive and supportive atmosphere, ultimately driving business success.
Effective communication involves not only conveying information but also reading and responding to nonverbal cues, such as body language and tone of voice. Verbal communication can be categorized into formal and informal styles, with formal being more suitable for client meetings and informal for staff interactions. Active listening is another essential aspect, where the focus is on understanding the speaker’s needs, concerns, and expectations, rather than preparing a response. By combining verbal and nonverbal communication techniques, you can build trust and rapport with your team and clients, leading to increased efficiency, productivity, and job satisfaction.
Verbal Communication Techniques
The use of clear, concise, and professional language is essential for effective communication. As a business office manager, it’s necessary to communicate clearly and assertively, avoiding jargon and technical terms that might be unfamiliar to non-experts. A simple approach is to break down complex information into smaller, more manageable chunks, making it easier for others to understand. This helps to prevent misunderstandings and ensures that everyone is on the same page.
- Use simple and straightforward language, avoiding ambiguity and technical terms.
- Break down complex information into smaller, more manageable chunks.
- Ask clarifying questions to ensure understanding and prevent misunderstandings.
- Use positive language to convey a message, focusing on solutions rather than problems.
Nonverbal Communication Techniques
Nonverbal cues can convey messages and intentions, either intentionally or unintentionally. As a business office manager, being aware of your nonverbal signals is crucial for building trust and rapport with your team and clients. Eye contact, body language, and facial expressions all play a significant role in communication.
- Maintain eye contact during conversations to show interest and focus.
- Use open and relaxed body language, such as uncrossing your arms or standing up straight.
- Smile and use facial expressions to convey warmth and friendliness.
- Avoid crossing your arms or legs, as it may give the impression of being closed off or defensive.
Active Listening
Active listening is more than just hearing the words; it involves fully engaging with the speaker, both verbally and nonverbally. By actively listening, you can understand the speaker’s needs, concerns, and expectations, and respond in a way that meets their needs.
- Give your full attention to the speaker, avoiding distractions and interruptions.
- Ask clarifying questions to ensure understanding and prevent misunderstandings.
- Paraphrase and summarize what the speaker has said to show that you’re actively listening.
- Use nonverbal cues, such as nodding or making eye contact, to show that you’re engaged and interested.
Navigating Conflicts and Difficult Conversations
Conflicts and difficult conversations can arise in any workplace, and as a business office manager, it’s essential to have strategies for navigating these situations effectively. By remaining calm, listening actively, and seeking common ground, you can resolve conflicts and difficult conversations in a constructive way.
- Remain calm and composed, avoiding emotional responses.
- Listen actively, focusing on the speaker’s needs and concerns.
- Seek common ground, looking for areas of agreement.
- Use nonconfrontational language, focusing on the issue rather than attacking the person.
Conclusion
Effective communication is the cornerstone of a successful business office. By mastering verbal and nonverbal communication techniques, active listening, and conflict resolution strategies, you can build trust and rapport with your team and clients, leading to increased efficiency, productivity, and job satisfaction.
Managing Office Finances and Budgets for Business Office Managers
Managing office finances and budgets is a critical responsibility of a business office manager, as it directly affects the financial health and stability of the organization. Effective financial management enables businesses to make informed decisions, allocate resources efficiently, and achieve their goals. In a small office setting, the business office manager plays a vital role in maintaining accurate financial records, processing transactions, and ensuring compliance with financial regulations.
Financial Responsibilities
As a business office manager, some of the key financial responsibilities include:
- Payroll processing: Managing employee salaries, benefits, and taxes while ensuring timely and accurate payment of wages and benefits.
- Accounts payable: Processing and paying bills, invoices, and other business expenses in a timely manner to maintain good vendor relationships and avoid late fees.
- Accounts receivable: Managing customer payments, accounts, and collections while ensuring accurate recording of revenue and cash flow.
- Budgeting and forecasting: Developing and managing the office budget, forecasting expenses and revenues, and identifying areas for cost reduction or improvement.
Accurate financial record-keeping is essential for making informed business decisions, ensuring compliance with financial regulations, and maintaining a healthy financial position. Business office managers must maintain detailed and accurate financial records, including budgets, ledgers, and trial balances.
Maintaining Accurate Financial Records
Business office managers must prioritize maintaining accurate and up-to-date financial records, including:
- General ledger: A comprehensive record of all financial transactions, including debits, credits, and account balances.
- Budgets and forecasts: Regularly reviewed and updated financial projections that guide business decisions and resource allocation.
- Journals and ledgers: Detailed records of financial transactions, including entries, postings, and balancing.
To ensure accuracy, business office managers should:
Regularly reconcile accounts, such as bank statements and credit card accounts, to detect and correct any discrepancies or errors.
Managing Financial Discrepancies or Errors
In the event of financial discrepancies or errors, business office managers should:
- Identify the source of the discrepancy or error.
- Notify relevant stakeholders, including the accountant, financial advisor, or auditor, as needed.
- Take corrective action to rectify the issue, including re-entry of transactions, adjustments, or reconciliation.
- Document the actions taken to resolve the issue to maintain a paper trail and prevent future discrepancies.
By maintaining accurate financial records, detecting and correcting errors promptly, and managing financial responsibilities effectively, business office managers can ensure the financial stability and success of their organization.
Implementing Time-Management Strategies and Organization Tools for Business Office Managers
As a business office manager, effective time management and organization are crucial for maintaining productivity, achieving goals, and delivering results. With multiple tasks, responsibilities, and distractions, it’s easy to get overwhelmed. However, with the right strategies and tools, business office managers can streamline their workflow, prioritize tasks, and stay focused on what matters most.
Time-Management Techniques
Business office managers can employ various time-management techniques to enhance their productivity and work efficiency. The Pomodoro technique, for instance, involves working in focused, 25-minute increments, followed by a five-minute break. This technique allows managers to stay focused, avoid burnout, and maintain a healthy work-life balance. Another effective technique is the Eisenhower Matrix, which categorizes tasks into urgent vs. important and helps managers prioritize tasks based on their level of impact and deadlines.
Calendars and Scheduling Tools
Business office managers should utilize calendars and scheduling tools to stay organized and on track. Digital calendars, such as Google Calendar or Microsoft Outlook, allow managers to schedule appointments, meetings, and deadlines, and set reminders and notifications. Additionally, managers can use project management software, like Trello or Asana, to create and assign tasks, track progress, and collaborate with team members. Calendars and scheduling tools help managers stay organized, avoid scheduling conflicts, and ensure that tasks are completed on time.
Minimizing Distractions and Staying Focused
Business office managers often face distractions, ranging from emails and notifications to phone calls and chatty colleagues. To minimize distractions and stay focused, managers can use tools like website blockers (e.g., Freedom or SelfControl) to limit access to non-essential websites, or noise-cancelling headphones to block out background noise. Managers can also establish a dedicated workspace, free from clutter and distractions, and use time-blocking to schedule focused work sessions. By minimizing distractions and staying focused, business office managers can maintain productivity, achieve goals, and deliver results.
Additional Time-Management Strategies
Business office managers can also employ additional time-management strategies, such as the “Stop Doing” list, which involves identifying tasks that are no longer necessary or that are consuming too much time. Managers can also use productivity apps, such as RescueTime or Harvest, to track time spent on tasks and identify areas for improvement. By combining these strategies, business office managers can optimize their workflow, enhance productivity, and achieve their goals.
- Prioritization: Prioritize tasks based on their level of impact and deadlines. Use the Eisenhower Matrix to categorize tasks into urgent vs. important.
- Goal-Setting: Set clear goals and deadlines for tasks and projects. Break down large tasks into smaller, manageable chunks.
- Frequent Breaks: Take regular breaks to recharge and maintain focus. Use the Pomodoro technique to work in focused increments.
Developing a Recruitment Plan to Hire the Right Talent for Business Office Roles
As the business office manager, developing a comprehensive recruitment plan is crucial to attract and retain top talent for business office roles. This involves creating an effective job posting, screening candidates, conducting thorough interviews, and onboarding new employees.
Creating an Effective Job Posting
When creating a job posting, it’s essential to include detailed descriptions of duties and qualifications. This helps attract candidates who are a good fit for the role and company. A clear job posting should include the following information:
- Job Title: A concise and descriptive title that accurately reflects the role.
- Job Summary: A brief overview of the role, including key responsibilities and objectives.
- Duties and Responsibilities: A detailed list of tasks and responsibilities associated with the role.
- Qualifications: A list of required skills, education, and experience needed for the role.
- Work Environment: A description of the work environment, including any unique requirements or expectations.
A well-crafted job posting helps to reduce the number of unqualified applicants and increase the chances of attracting top talent.
Screening Candidates and Conducting Interviews
Screening candidates and conducting thorough interviews are critical steps in the recruitment process. This involves evaluating the candidates’ skills, experience, and fit for the role and company culture.
According to a study by Glassdoor, companies that conduct thorough interviews are more likely to hire the right candidate (83% vs. 57%).
To ensure effective screening and interviewing, business office managers should:
- Develop a comprehensive interview questionnaire to assess candidates’ skills and experience.
- Conduct a combination of behavioral and technical interviews to evaluate candidates’ fit for the role and company culture.
- Evaluate candidates’ references and perform background checks to verify their credentials.
By conducting thorough interviews and screenings, business office managers can increase the chances of hiring the right talent for business office roles.
Onboarding New Employees
Onboarding new employees is a critical step in ensuring their success and integration into the company culture. Business office managers should develop a comprehensive onboarding process that includes the following steps:
- Welcome and Orientation: Provide a warm welcome and orientation to the company, including an introduction to the team and department.
- Job Training: Provide comprehensive training on the job and any equipment or software necessary for the role.
- Documentation and Policies: Provide access to company policies, procedures, and documentation, including employee handbooks and benefits information.
- Feedback and Evaluation: Schedule regular feedback sessions to evaluate the new employee’s performance and provide constructive feedback.
By developing a comprehensive onboarding process, business office managers can increase the chances of retaining new employees and ensuring their success in their new role.
Maintaining an Efficient Office Space to Enhance Productivity and Safety

A well-designed office space is crucial for promoting employee productivity, safety, and overall well-being. A cluttered, poorly lit, or uncomfortable workspace can lead to decreased morale, increased stress levels, and even health problems. As a business office manager, it is essential to create an efficient office space that meets the needs of your employees and supports the organization’s goals.
Elements of a Well-Designed Office Space
A well-designed office space should include essential elements that promote comfort, productivity, and safety. These elements include ergonomic furniture, adequate lighting, and a comfortable temperature.
- Ergonomic Furniture: Ergonomic furniture is designed to promote comfort and reduce the risk of injury. It should include adjustable chairs, standing desks, and proper lighting. A comfortable chair can reduce back pain and improve concentration, while a standing desk can promote good posture and increase energy levels.
- Adequate Lighting: Proper lighting is essential for productivity and eye health. It should include natural light, overhead lighting, and task lighting. Natural light can boost mood and energy levels, while overhead lighting can provide adequate illumination for tasks that require attention to detail.
- Comfortable Temperature: A comfortable temperature is essential for productivity and focus. It should be between 68-72 degrees Fahrenheit, with a relative humidity of 30-60%. A comfortable temperature can reduce stress and anxiety, while improving concentration and productivity.
Importance of Regular Cleaning and Maintenance
Regular cleaning and maintenance are crucial for preventing health risks and promoting a healthy office environment. Dust, dirt, and germs can accumulate on surfaces, spreading illnesses and reducing productivity.
- Regular Cleaning: Regular cleaning should include dusting, vacuuming, and disinfecting surfaces. It should also include regular trash removal and recycling programs. Regular cleaning can reduce the risk of illness, improve air quality, and promote a healthy office environment.
- Maintenance of Equipment: Maintenance of equipment, such as printers, copiers, and HVAC systems, is essential for reducing downtime and improving productivity. Regular maintenance can prevent equipment failure, reduce energy consumption, and promote a safe working environment.
Strategies for Streamlining Office Workflows and Reducing Waste
Streamlining office workflows and reducing waste can improve productivity, reduce costs, and promote a sustainable office environment. Strategies for streamlining office workflows include implementing a paperless system, reducing energy consumption, and promoting recycling programs.
- Paperless System: Implementing a paperless system can reduce waste, improve productivity, and promote a sustainable office environment. It can include electronic signatures, digital documents, and cloud storage. A paperless system can reduce printing costs, improve document management, and promote a more efficient office environment.
- Reducing Energy Consumption: Reducing energy consumption can improve productivity, reduce costs, and promote a sustainable office environment. It can include turning off lights, using energy-efficient equipment, and promoting recycling programs. Reducing energy consumption can reduce energy bills, improve air quality, and promote a healthier office environment.
- Promoting Recycling Programs: Promoting recycling programs can reduce waste, improve productivity, and promote a sustainable office environment. It can include recycling bins, composting programs, and reducing paper usage. Promoting recycling programs can reduce waste disposal costs, improve brand reputation, and promote a more sustainable office environment.
Creating a Training and Development Program for Business Office Staff
In today’s fast-paced business environment, providing ongoing training and professional development for office staff is essential to stay ahead of the curve and remain competitive. A well-structured training program not only enhances the skills and knowledge of employees but also improves job satisfaction, productivity, and overall business performance.
Implementing a training and development program for business office staff requires a thoughtful approach, considering the diverse needs and requirements of the team.
Benefits of Ongoing Training and Professional Development
Providing ongoing training and professional development benefits business office staff in several ways:
- Enhanced skills and knowledge enable employees to perform their roles more efficiently, leading to improved job satisfaction and reduced turnover rates. A study by the Society for Human Resource Management found that employees who received training and development opportunities reported a 25% higher job satisfaction rate compared to those who did not.
- Boosted productivity results from employees having the necessary skills to tackle tasks and challenges effectively. A report by the McKinsey Global Institute estimated that investing in training and development can lead to a 20% increase in productivity.
- enables business office staff to adapt to changing business environments and technological advancements. In a rapidly evolving industry, having employees who are equipped to adapt and evolve is crucial.
- Increased employee engagement occurs when employees feel invested in and supported by their organization. A study by the Corporate Executive Board found that employees who received training and development opportunities reported a 15% higher engagement rate compared to those who did not.
Creating a Training Plan
Developing an effective training plan involves several key considerations:
Firstly, it is crucial to assess the needs and requirements of the team. Identify the skills and knowledge gaps and prioritize training programs accordingly.
- Conduct a skills assessment to determine the current skill levels and areas for improvement. Utilize tools such as job analysis, performance metrics, and employee feedback to gather data.
- Select relevant training programs that address the identified skills and knowledge gaps. Consider in-person training, online courses, workshops, and conferences.
- Establish a training calendar to schedule training sessions and programs. Allocate sufficient time for training and ensure that it does not interfere with work commitments.
- Engage trainers and facilitators who possess expertise in the required areas. Ensure that trainers are credible, experienced, and equipped to deliver effective training sessions.
Measuring the Effectiveness of Training Programs, Business office manager jobs near me
Evaluating the success of training programs is a critical aspect of the training process:
To measure the effectiveness of training programs, consider the following metrics:
- Knowledge retention assesses the ability of employees to retain new skills and knowledge. Evaluate the success of training programs through quizzes, tests, or other assessment tools.
- Behavior change refers to the adoption of new skills and behaviors. Monitor employee behavior and performance to measure the impact of training programs.
- Job satisfaction and employee engagement are critical indicators of the success of training programs. Regularly solicit feedback from employees to gauge their satisfaction with training programs.
Strategies for Effective Implementation
To ensure that training programs are effectively implemented, consider the following strategies:
- Maintain a training database to track employee participation, progress, and outcomes. This enables the identification of training needs and areas for improvement.
- Provide ongoing support to employees following training sessions. Offer coaching, mentoring, or guidance to ensure that new skills and knowledge are applied effectively.
- Monitor and evaluate training programs regularly to identify areas for improvement and optimize training delivery.
Staying Up-to-Date with the Latest Trends and Best Practices in Business Office Management
In today’s fast-paced business environment, it is essential for business office managers to stay current with the latest trends and best practices in order to optimize office operations, enhance employee productivity, and drive business success. Regularly attending conferences and workshops, accessing online resources, and implementing new ideas and best practices in the workplace are crucial steps in achieving this goal.
Attending Conferences and Workshops
Business office managers can benefit greatly from attending conferences and workshops related to office management, productivity, and leadership. These events provide opportunities to learn from industry experts, network with peers, and gain insights into new trends and best practices. Some popular conferences and workshops include the International Association of Administrative Professionals’ Annual Conference, the Office Expos and Trade Shows, and the Productivity Institute.
- The International Association of Administrative Professionals’ Annual Conference features keynote speakers, breakout sessions, and product exhibits that cater to the needs of administrative professionals.
- The Office Expos and Trade Shows offer a platform for business office professionals to discover new products and services, attend workshops, and network with industry experts.
- The Productivity Institute provides training and certification programs for business office managers, focusing on topics such as time management, communication skills, and leadership development.
Accessing Online Resources and Courses
With the rise of online learning, business office managers can now access a wealth of resources and courses that cater to their professional development needs. Websites like LinkedIn Learning, Coursera, and Udemy offer courses on topics such as office management, leadership, and productivity. Online resources like blogs, podcasts, and webinars also provide valuable information and insights for business office managers.
- LinkedIn Learning offers courses on office management, leadership, and productivity, with a focus on practical skills and techniques.
- Coursera features courses on topics such as business management, finance, and marketing, with a focus on online learning and professional development.
- Udemy offers courses on office management, leadership, and productivity, with a focus on practical skills and techniques.
Implementing New Ideas and Best Practices
Once business office managers have acquired new knowledge and skills, it is essential to implement them in the workplace. This can be achieved by piloting new ideas, training staff, and establishing new processes and systems. Some strategies for implementing new ideas and best practices include creating a change management plan, establishing a leadership team, and monitoring progress and results.
- Creating a change management plan helps to manage the process of implementing new ideas and best practices, ensuring a smooth transition and minimal disruption.
- Establishing a leadership team provides guidance and oversight, ensuring that new ideas and best practices are implemented effectively and efficiently.
- Monitoring progress and results helps to measure the effectiveness of new ideas and best practices, identifying areas for improvement and making adjustments as needed.
Conclusion
As we conclude this journey into the world of business office management, we hope that you have gained insight into the complex but rewarding role of a business office manager. Whether you’re looking to advance in your current position, transition to a new career, or simply upgrade your skills, we encourage you to stay up-to-date with the latest trends and best practices in business office management. With this knowledge, you’ll be better equipped to create a thriving work environment, motivate your team, and drive success in your organization.
FAQ Guide
What are the essential skills and qualifications required to excel as a business office manager?
The essential skills and qualifications required to excel as a business office manager include excellent communication and organizational skills, the ability to multitask, proficiency in software and technology, and a keen eye for detail.
How do I maintain a productive and efficient work environment as a business office manager?
As a business office manager, you can maintain a productive and efficient work environment by implementing time-management strategies, delegating tasks, and maintaining open communication with your team.
What are some effective communication strategies for business office managers?
Effective communication strategies for business office managers include active listening, clear and concise communication, and empathy.