For example, take how we communicate regarding diversity and inclusion. Embracing the value of trust and respect for individuals as a part of our organization and our operational standards was an intentional action moving us in the right direction. I often speak of the gender equality we experienced at my dealership and within Saturn's culture. Half our sales team and half our managers in every area, including service advisors and service management, were women. Thirty percent of the training team at Saturn Corporate were women. For many years, the General Manager of Saturn Corporation was a woman. But what does the number or percentage of women on staff have to do with communication? Good communication begins with a willingness to see things from another person's point of view EMPATHY REQUIRED Good communication begins with a willingness to see things from another person's point of view. It requires empathy. Empathy means, " I feel (or have felt) what you feel " . It means we truly understand. We do not just say the words, " I understand. " A good strategy for practicing empathy is to access your personal memory banks for experiences that are similar to those you are seeking to understand. For example, as a father who co-parented our children, I have been late for an appointment because our baby's diaper exploded right before I needed to leave. When any parent comes into the dealership (or they are on the phone) frustrated because of their situation with their children, I get it! I immediately draw on personal MAY JUNE 2021 || FIXED OPS MAGAZINE 51