Empathy Course
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Please view the Empathy in Action course. Then, click on the link to take the assessment.
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Empathy Course
- 2. Can you put yourself in their shoes?
- 3. Can you put yourself in their shoes?
- 4. Which scenario is easier for you to connect to? Which one is more difficult?
- 5. One Size Doesn’t Fit All
- 6. It’s important to show empathy to customers in need .
- 8. Common Barriers to Empathy
- 12. Empathy is a Combination of Behaviors Working Together in Harmony
- 15. What gets in your way of listening?
- 17. What are some ways to Listen better?
- 19. What Gets in the Way of the Insured’s Ability to Listen?
- 23. What personal biases can influence our ability to listen with empathy?
- 31. E mpathy = M aking C onnections in two ways Acknowledge cues and show action
- 32. Your Turn! Make your own E=MC Statements 2 Acknowledge Action +
- 34. It’s Not Just What You say…
- 35. It’s How You Say It Stressed Happy Scared Frustrated Sneaky Quickly Slow and low Ham Sandwich
- 36. Elements of Empathetic Tone
- 37. Pitch How high or low your voice is when projected
- 38. Hum Happy Birthday This is your natural pitch
- 45. Maintaining Empathetic Tone During Difficult Calls
- 47. Is It Possible To Be Too Empathetic?
- 51. Empathy Assessment Ability to respond to empathetic cues appropriately and timely Timing Pitch Pace Volume Silence Inaudible Signaling Word Choice Trigger Words Slang/colloquialisms Editorializing Delivering bad news Verbal Expressions of Empathetic Behavior Ability to avoid behaviors that may impede listening. Active and Empathetic Listening
Notes de l'éditeur
- What may be easy for one person to connect to, may be difficult for someone else.
- Regardless of our own personal ability to show empathy, it is an important part of our jobs to do so.
- Words or tone, or emphasis (for example) alone will not convey empathy. They must be used in concert.
- Discuss being empathetic without adding editorial Participants will understand how to express empathetic behavior without providing their personal biases and opinions to insureds.
- The chart above was created in Excel. The five categories covered in the class are indicated in column A. Points are assigned based on the number of errors in each category. The numbers automatically generate an overall score. The scoring system is based on the current Attributes document, section 1.8 (Empathy). In this way, empathetic behaviors can be defined and quantified. Also, the numbers can be tracked over time to show trends by individual and team.