Emphasizing Empathy: Communicating with Passion, Compassion, and Concern
Empathy Course Overview
At one point or another, almost all of us have had the experience of interacting with people who have less passion than C3PO and R2D2. Although they are technically accurate, their lack of concern leaves us unsatisfied with the service they have delivered. This course is designed for people who 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.
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-ended and closed questions.
- Use techniques for listening better to challenging speakers.
- Show 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).
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's image in a positive way. 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 Business Training Works' signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles and those of their coworkers and customers in order to adjust their words and tone for 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. Small groups will participate in several rounds of practice listening during which they will pinpoint their biggest challenges for additional attention.
Reading Body Language: Non-verbal Cues Explained
Sometimes what is said is not what is meant-something careful students of body language know. This lesson reviews the importance of non-verbal 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 such as when customers make poor decisions or fail to learn from previous mistakes.
At the program's conclusion, participants will understand empathy, their listening style, and techniques for improving relationships with others.
COURSE . CLASS . WORKSHOP . SEMINAR . PROGRAM