Empathy Course


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Please view the Empathy in Action course. Then, follow the link to take the assessment.

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  • 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 Course

    1. 1. Empathy in Action
    2. 2. Can you put yourself in their shoes?
    3. 3. Can you put yourself in their shoes?
    4. 4. Which scenario is easier for you to connect to? Which one is more difficult?
    5. 5. One Size Doesn’t Fit All
    6. 6. It’s important to show empathy to customers in need .
    7. 7. What gets in your way? <ul><li>What stops you from being empathetic? </li></ul>
    8. 8. Common Barriers to Empathy
    9. 9. <ul><li>How do you personally define empathy? </li></ul>
    10. 10. How does empathy work? <ul><li>By combining various elements of empathy, instead of including just one , connecting with the customer can be achieved faster and more convincingly. </li></ul>
    11. 12. Empathy is a Combination of Behaviors Working Together in Harmony
    12. 13. Empathy in Action <ul><li>Learn how to overcome barriers to listening empathy. </li></ul><ul><li>Understand the expectation of empathetic behavior. </li></ul><ul><li>Recognize empathetic cues. </li></ul><ul><li>Understand how empathetic behavior will be assessed and measured. </li></ul>
    13. 14. Today’s Course Activities <ul><li>Collaborative Assessment Exercises </li></ul><ul><li>Individual Assessment Exercises </li></ul><ul><li>Group Discussion </li></ul><ul><li>Assessment of Learning </li></ul>
    14. 15. What gets in your way of listening?
    15. 16. Listening Exercise <ul><li>Listen to the following conversation. Then, answer the following questions: </li></ul><ul><li>1. Why was the insured calling? </li></ul><ul><li>2. What indication did she give that she was not satisfied with her experience? </li></ul><ul><li>3. How long did she say she had been waiting for a call from the adjuster? </li></ul><ul><li>4. Who did she say called on her behalf the day before? </li></ul><ul><li>5. What it is the name of her mortgage company? </li></ul>
    16. 17. What are some ways to Listen better?
    17. 18. Keys to Effective Listening <ul><li>Focus </li></ul><ul><li>Avoid Multitasking </li></ul><ul><li>Listen Objective </li></ul><ul><li>Summarize </li></ul><ul><li>Sit with Good Posture </li></ul><ul><li>Do not focus on delivery </li></ul><ul><li>Do not interrupt </li></ul>
    18. 19. What Gets in the Way of the Insured’s Ability to Listen?
    19. 20. What Gets in the Way of the Insured’s Ability to Listen? <ul><li>Interrupting </li></ul><ul><li>Sarcasm </li></ul><ul><li>Laughing </li></ul><ul><li>Tapping </li></ul><ul><li>Loud Breathing </li></ul><ul><li>Silence </li></ul><ul><li>Frustration </li></ul><ul><li>Sidebar Conversations </li></ul><ul><li>Any others? </li></ul>
    20. 21. Listening Exercise <ul><li>Listen to the next series of audio recordings. </li></ul><ul><li>What distracting behaviors could get in the way of the insured’s ability to listen? </li></ul><ul><li>Discuss as a group. </li></ul>
    21. 22. Listening Exercise <ul><li>Listen to the next series of audio recordings. </li></ul><ul><li>Discuss the nature of the calls as a group. </li></ul>
    22. 23. What personal biases can influence our ability to listen with empathy?
    23. 24. Personal Biases That Can Influence How We Listen? <ul><li>Money </li></ul><ul><li>Region </li></ul><ul><li>Job </li></ul><ul><li>Language </li></ul><ul><li>Education </li></ul><ul><li>Understanding of insurance </li></ul><ul><li>History with Insured </li></ul><ul><li>Any others? </li></ul>
    24. 25. Word Choice C hoose service words that encourage or discourage a positive claims handling experience. <ul><li>Positive </li></ul><ul><li>1 </li></ul><ul><li>Negative </li></ul>
    25. 26. Word Choice C hoose service words that encourage or discourage a positive claims handling experience. <ul><li>Positive </li></ul><ul><li>Thank you 1 </li></ul><ul><li>Great </li></ul><ul><li>Satisfaction </li></ul><ul><li>Excellent </li></ul><ul><li>Value </li></ul><ul><li>Welcome </li></ul><ul><li>My Pleasure </li></ul><ul><li>Negative </li></ul><ul><li>Fault </li></ul><ul><li>Blame </li></ul><ul><li>I Told You </li></ul><ul><li>You Didn’t </li></ul><ul><li>You Claim </li></ul><ul><li>Misinformed </li></ul><ul><li>If you would… </li></ul>
    26. 27. Avoid Trigger Words <ul><li>Why </li></ul><ul><li>But </li></ul><ul><li>Sorry </li></ul><ul><li>Problem </li></ul><ul><li>No </li></ul><ul><li>Policy </li></ul><ul><li>Try </li></ul>
    27. 28. Trigger Word Replacements <ul><li>Why </li></ul><ul><li>But </li></ul><ul><li>Sorry </li></ul><ul><li>Problem </li></ul><ul><li>No </li></ul><ul><li>Policy </li></ul><ul><li>Try </li></ul><ul><li>______________ </li></ul><ul><li>______________ </li></ul><ul><li>______________ </li></ul><ul><li>______________ </li></ul><ul><li>______________ </li></ul><ul><li>______________ </li></ul><ul><li>______________ </li></ul>
    28. 29. Avoid Slang & Colloquialisms <ul><li>Cool </li></ul><ul><li>Yup </li></ul><ul><li>Nope </li></ul><ul><li>Uh-huh </li></ul><ul><li>My Bad </li></ul><ul><li>Sweetheart </li></ul><ul><li>Bless Your Heart </li></ul><ul><li>Honey </li></ul>
    29. 30. Reading Between The Lines of Cues What are they really saying? <ul><li>We lost everything. </li></ul><ul><li>I’m confused. </li></ul><ul><li>I don’t know what to do? </li></ul><ul><li>Can you help me? </li></ul><ul><li>You are making me angry! </li></ul><ul><li>I’ve been transferred three times! </li></ul>
    30. 31. E mpathy = M aking C onnections in two ways Acknowledge cues and show action
    31. 32. Your Turn! Make your own E=MC Statements 2 Acknowledge Action +
    32. 33. Acknowledgement + Action Statements <ul><li>I am very sorry to hear that. I am sure that is very overwhelming. Let’s start by getting your loan number. </li></ul><ul><li>I understand. I will assist in any way I can. </li></ul><ul><li>I appreciate you explaining the situation to me. I will answer as many questions as you need. </li></ul><ul><li>Thank you for your patience. Please allow me to transfer you to the right extension. </li></ul>
    33. 34. It’s Not Just What You say…
    34. 35. It’s How You Say It Stressed Happy Scared Frustrated Sneaky Quickly Slow and low Ham Sandwich
    35. 36. Elements of Empathetic Tone
    36. 37. Pitch How high or low your voice is when projected
    37. 38. Hum Happy Birthday This is your natural pitch
    38. 39. Pace How quickly or slowly you are speaking? <ul><li>Effects of Speaking </li></ul><ul><li>Too Fast </li></ul><ul><li>Effects of Speaking </li></ul><ul><li>Too Slowly </li></ul>
    39. 40. Volume How soft or loud you are speaking <ul><li>Effects of speaking </li></ul><ul><li>too soft </li></ul><ul><li>Effects of speaking too loud </li></ul>
    40. 41. Emphasis Which words are stressed and when <ul><li>Effects of placing too much stress on words </li></ul><ul><li>Effects of placing not enough stress on words </li></ul>
    41. 42. May I Have a Ham Sandwich Please? <ul><li>May I Have a Ham Sandwich Please? </li></ul><ul><li>May I Have a Ham Sandwich Please? </li></ul><ul><li>May I Have a Ham Sandwich Please? </li></ul><ul><li>May I Have a Ham Sandwich Please ? </li></ul><ul><li>May I Have a Ham Sandwich Please? </li></ul><ul><li>May I Have a Ham Sandwich Please? </li></ul>
    42. 43. Timing Knowing when to express empathy <ul><li>What are the effects </li></ul><ul><li>of over-stating empathy? </li></ul><ul><li>What are the effects of not expressing empathy at the right time? </li></ul>
    43. 44. Identify The Errors in Tone <ul><li>Listen to the series of dialogues. </li></ul><ul><li>Identify the errors in pitch, pace, volume, and emphasis. </li></ul>Scenario 3 Scenario 2 Scenario 1
    44. 45. Maintaining Empathetic Tone During Difficult Calls
    45. 46. Instant Solutions <ul><li>Listen for cues and acknowledge them </li></ul><ul><li>Remember that any anger is not about you. </li></ul><ul><li>Remain calm </li></ul><ul><li>Acknowledge +Action </li></ul><ul><li>Wait until emotions ease to continue with process </li></ul><ul><li>Be prepared </li></ul><ul><li>Find common ground </li></ul><ul><li>Avoid trigger words </li></ul><ul><li>Maintain empathetic tone </li></ul><ul><li>Treat person with respect </li></ul><ul><li>Avoid escalation by having to be right </li></ul>
    46. 47. Is It Possible To Be Too Empathetic?
    47. 48. Avoid Inserting Personal Biases <ul><li>Maintain composure </li></ul><ul><li>Maintain professionalism </li></ul><ul><li>Don’t take sides </li></ul><ul><li>Avoid expressing personal biases </li></ul>
    48. 49. What personal biases can influence how we feel about a call? <ul><li>Money </li></ul><ul><li>Region </li></ul><ul><li>Job </li></ul><ul><li>Language </li></ul><ul><li>Education </li></ul><ul><li>Understanding of insurance </li></ul><ul><li>History with Insured </li></ul><ul><li>Any others? </li></ul>
    49. 50. Delivering Bad News <ul><li>Avoid overuse of “I’m sorry”. </li></ul><ul><li>Be honest </li></ul><ul><li>State alternatives </li></ul><ul><li>Use positive words </li></ul><ul><li>Give timeframes </li></ul><ul><li>Take ownership </li></ul><ul><li>Maintain empathetic tone </li></ul>
    50. 51. 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
    51. 52. Learning Event Assessment
    52. 53. Assessment <ul><li>25% Terms </li></ul><ul><li>25% Short Answer </li></ul><ul><li>50% Scripts </li></ul>