Discover the benefits of empathy. Learn techniques for getting out of the 'anger trap' and dealing with emotional people.
All roles require empathy:
• Customer service
• Team members, leaders, managers, supervisors
Empathy as a skill:
• Show other person you have some understanding of being in their shoes
• Use for dealing with emotions - anger, sadness, confusion, euphoria...
• Lower emotional level before beginning problem-solving
• Misuse of empathy - take care with language
• Empathy helps you cope with stress - angry customers
Empathy as an attitude:
• Compassion for others
• Care and altruism
• Benefits of an empathic attitude: medically demonstrated; physical, emotional
• Helps eliminate anger - avoid the "anger trap"
• Practice focusing on others - 'attention shift' technique
Am I an empathic person?
• Happiness as an indicator
• Actively seek feedback
- All staff
- Managers
- DVD
- English
- Interview