The Oxford Dictionary defines empathy as ‘the ability to understand and share the feelings of another.’
When we empathize, we show a connection with how the other person is feeling. This helps the other person feel understood. The focus is on understanding the other person’s feelings from their point of view by standing in their shoes. Empathy is often confused with sympathy, a feeling of pity or compassion for someone. Empathic communication, as Steven Covey argues, is central to improving our relationships. The good news is that we can become more empathic. Our brains are surprisingly malleable or ‘plastic,’ enabling us to revive our neural circuitry. Both cognitive and affective empathy are important in customer service and all relationship transactions. Empathy is caught more than it is taught. We will demonstrate empathy in various situations and all participants will be activated so that more is caught.
This Breakthrough Corporate Training proprietary course will include the following outcomes for your team:
• Understanding the foundations of empathy.
• Learning the different types of empathy.
• The science of empathy.
• Stepping in other people’s shoes (and role-playing as them).
• Practicing curiosity, active listening, and advanced communication skills.
• Learning about the importance of emotional intelligence and social intelligence and putting it into practice.
• Gaining a deeper understanding of communication, including words, voice, and body language.
• Moving from rapport building to influencing stakeholders and/or closing the sale.
It takes effort and hard work. In this course, each participant will pay more attention to the social world around them. Your participants will work on becoming a better speaker and conversationalist. Each participant will develop communication skills as they develop empathy as a strength. Each participant will become a more effective listener, through the development of “active listening” skills, in which you reflect back what you believe the speaker said in order to ensure clear understanding. As your Trainers and Coaches we will study the behaviours and social situations within your group and everyone will grow by practising their empathy skills.
Training Options
This course may include actual role-plays or live activations and consulting with customer service, sales teams, etc.
90 Min – 1/2 Day: Selected sessions on developing empathy as a strength in the workplace can be led in 90 minutes – 1/2 day. The abridged Developing Empathy as a Strength Course© can be led in half a day.
1 Day: The complete Developing Empathy as a Strength Course©.
