The commercialization of empathy, the reification of it as a skill, also gives incentive to workers who must exhibit it on demand to optimize the effort it takes: This entails becoming emotionally simplified and demanding emotional simplification in others. It means contriving situations, work processes, in which “the other person’s point of view” is constrained to only a few conceivable ”rational” options. It means reducing empathy to routines. It means self-robotification among workers in hopes of streamlining what it takes to see from the other person’s point of view. This does the work of translating “social intelligence” into something ultimately code-able.

Christina Badal