Empathy Training

Emphasizing Empathy: Communicating with Passion, Compassion, and Concern

Program Overview

At some point or another, almost all of us have had the experience of interacting with people who have less passion than C3PO and R2D2. They are technically accurate; yet because of their lack of concern, we are left unsatisfied with the service we have received.

This course is designed for people that must communicate empathy as part of their jobs, regardless of their personal feelings about their customers, the number of times they have heard the "same story," or the experiences they have previously had.

Program Objectives

At this program's conclusion, participants should be able to:

• Explain why empathy is important to the organization.
• Describe how tone of voice, pacing, and other verbal cues impact a customer's experience.
• Demonstrate the use of open and closed questions.
• Use techniques for better listening to challenging speakers.
• Express compassion for disheartened, confused, and disgruntled customers.
• Develop an action plan to improve their empathy skills.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Course Outline

Walk in My Shoes: Understanding the Importance of Empathy

This training begins with a discussion of empathy and how being empathetic can impact the organization. Using case studies, participants will identify what actions contribute to an image of empathy and what actions detract from it.

The Communication Jungle: Why Some People Are Better at Connecting

The finer points of being empathetic can vary from person to person and knowing how to adjust to different kinds of people is a critical skill. Using the Business Training Works' signature diagnostic tool, The Communication Jungle, in this segment of the program participants will learn to identify their own behavioral styles, the styles of their coworkers and customers, and how to adjust their words and tone better communication.

A Little Less Talk and a Lot More Passion: A Model for Better Listening

This unit explores a method for better understanding. Participants will learn how to focus on the speaker, confirm what is being said, analyze the message, and respond appropriately. During the session, groups will participate in several rounds of practice listening where they will pinpoint their biggest challenges for additional focus.

Sometimes what is said is not what is meant, something careful students of body language know. This lesson reviews the importance of nonverbal communication signals (even those conveyed over the telephone), how they affect the communication process, and how to communicate more effectively by recognizing these signals.

Challenging People: Communicating Compassion When There's No Passion

Some people are easier to empathize with than others. This final part of the training program focuses on maintaining an image of empathy in challenging situations: poor decision customers have made, repeat situations, etc.

At the program's conclusion participants will understand the benefits of empathy, their listening style, and techniques for improving relationships with others.