The best model that I have discovered for "emulating empathy" in a work setting is "Appreciative Inquiry." See http://appreciativeinquiry.case.edu/ for an overview; the "Thin Book of Appreciative Inquiry" offers an excellent introduction. http://www.amazon.com/Thin-Book-Appreciative-Inquiry-2nd/dp/...

I have blogged about early conversations with customers at http://www.skmurphy.com/blog/2009/12/15/early-customer-conve... and suggest some other techniques as well.