Empathy.ppt 09 dec 5pm

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Empathy.ppt 09 dec 5pm

  1. 1. Empathic Listening “ People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
  2. 2. What is Empathetic Listening? <ul><li>Empathic listening is when one listens with the intent to understand how the speaker feels in addition to understanding his or her ideas </li></ul><ul><li>Showing empathy involves identifying with a person’s emotions and situation; even if not in agreement with them </li></ul>
  3. 3. What are the Benefits of Empathetic Listening? <ul><li>Empathic listening is typically an effective technique to use in emotional situations, problem resolution , or if there is a conflict which requires attention. </li></ul><ul><li>The goal is to enable the listener to share emotions free from judgment or criticism </li></ul>
  4. 4. How do you Listen Empathetically? <ul><li>Ways to listen empathetically </li></ul><ul><li>“ You feel…” </li></ul><ul><li>“ It seems like…” </li></ul><ul><li>“ As I understand it, you sound…” </li></ul><ul><li>“ It appears as if…” </li></ul><ul><li>“ If I hear you correctly, you’d like…” </li></ul>
  5. 5. Steps for Empathic Listening <ul><li>1. Listen carefully to the speaker’s messages, both verbal and nonverbal </li></ul><ul><li>2. Display an open, caring posture </li></ul><ul><li>3. Consider the speaker’s emotional state </li></ul><ul><li>4. Calmly reflect back to what you perceive the speaker’s feelings and meaning to be </li></ul>
  6. 6. Behaviors to Avoid <ul><li>Questioning or Probing </li></ul><ul><li>Judging </li></ul><ul><li>Criticizing </li></ul><ul><li>Lecturing </li></ul><ul><li>Advising </li></ul><ul><li>Interrupting </li></ul><ul><li>Giving autobiographical responses (e.g. “when I was on that team…”) </li></ul>
  7. 7. Empathic Listening Tips <ul><li>Be interested in the speaker </li></ul><ul><li>Have good eye contact and body language </li></ul><ul><li>Minimize distractions </li></ul><ul><li>Invite the speaker to expand on his or her thoughts </li></ul><ul><li>Respond in a tone that is appropriate for the situation </li></ul>
  8. 8. Points to Remember <ul><li>Empathic listening is about the speaker, not the listener </li></ul><ul><li>It is not necessary to use empathic listening during an entire conversation; it is primarily a way to understand another person’s point of view </li></ul>
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  12. 12. No matter who you are, where you live, or what your religion – when we truly need to be heard we speak to the greatest “ empathetic listener” known to mankind…

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