" Empathy is a sensory experience; that is, it activates the sensory part of your nervous system, including the mirror neurons we’ve talked about. Anger, on the other hand, is a motor action—usually a reaction to some perceived hurt or injury by another person. So by taking people out of anger and shifting them into an empathic behavior, the Empathy Jolt moves them from the motor brain to the sensory brain. "

― Mark Goulston , Just Listen: Discover the Secret to Getting Through to Absolutely Anyone