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.
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