14 (2:35) Creating a Culture Of Care With Real Accountability “When we talk about empathy, we talk about putting yourself in someone else's shoes, understanding how someone might feel in a situation. It doesn't mean that accountability can't happen because you have a culture of care. We show up every day to do a job that we're getting paid to do, and that's the expectation. But we could care about the fact that their mother may be sick or their child may be sick, or they could have a bad day.”