Empathy? Sympathy? Situation? Emotion?

When a person who is a veteran in sales industry and has spent considerable amount of time in the same organisation and is assigned a new role in a new territory, which the veteran sales person had taken willingly and starts working in the new role for a considerable amount of time. This time he has to deliver the objective at any cost since the situation demands.

Let's assume on the day of sales closing the manager has a conversation with the sales veteran and asks what is his plans for bridging the gap and how is he going to execute?

When he is not able to visualize the way forward and when his manager questions him on gap in performance in all parameters related to the job role he responds with following statements,

1. I'm not Getting any support?

2. I have been not provided with previous data?

Under such situation should we emphasize or sympathize?

Continuation of this Case:

Next day the sales veteran is in a situation of frustration because he is unable to find a way to reach the objective within the timeline specified. The manager waits for his call and then he calls him and has a detailed conversation, and understands he needs help and the sales veteran also acknowledges his inability to find a solution and cooperates with the manager on the execution of the plan in the next 3 hours.

The manager speaks to the stake holders like channel partners and other team mates from the territory explains them and requests them we need to help him at this juncture. Incidentally all of them agrees and in turn the manager calls up once again the sales veteran and tells him the plan for next three hours and appropriately give instructions to follow. The sales veteran puts his best efforts in following up the plan and coordinating with the stake holders mentioned.

Before the end of time line he accomplishes the objective and he is happy. He acknowledges the timely support and guidance.

Does the manager had empathy for sales veteran or sales veteran had empathy for manager?

Does the team mates and stake holders had empathy for both or for the situation?

In my opinion its all about dealing with situations and handling emotions....