1. By Franklin Workman

2. “Empathy is your ability to actually show TRUE EMOTION to what another person is
experiencing”
◦ Amanda Sweeden
“Empathy is expressing to the customer that YOU are putting yourself in THEIR
SHOES and letting them know that you are more than willing to help”
◦ Mike Washington
“With Empathy, you are finding ANY WAY POSSIBLE to relate the customer’s
problem to something you have experienced so you can understand how they feel”
◦ Misty Workman
“Empathy is truly UNDERSTANDING and RELATING to the issues of others, and the
‘WANT to help’ the individual”
◦ Ryan Jones
“Empathy means EXPRESSING that you understand how the customer views their
problems”
◦ Jessica Hannah
“Simply put, empathy is an expression of EMOTIONAL UNDERSTANDING that is
obvious and apparent to the recipient that they are understood and that we care to
help in whatever way we can” – David Penrod
“I equate empathy with the idea that you care that someone is in a bad situation
and you GENUINELY CARE enough to TAKE ACTION to help them out of it.”
◦ Matt Czech

3. “The biggest deficit we have in our society, and in
the world right now, is an empathy deficit. We
are in great need of people being able to stand in
somebody else's shoes and see the world
through their eyes.” – Barack Obama
“The most pathetic person in the world is
someone who has sight but has no vision.” -
Helen Keller
“No one CARES how much you KNOW until they
KNOW how much you CARE” – Theodore
Roosevelt
“The opposite of anger is not calmness, it’s
empathy” – Mehmet Oz

4. Now that we have an idea of what empathy is
to others….
What is empathy to YOU??
◦ Lets hear some examples
Lets play a little with the concept of empathy.

5. Lets explore the potential that expressing
REAL Empathy can accomplish
◦ R = Relate
◦ E = Emotional Connection
◦ A = Action
◦ L = Lead On!

6. Relating should always start with us
Our goal here isn’t to change another’s perspective, but rather to
change our own.
“Identification Please?”
◦ Just WHO are these people we call customers?
Lets figure that one out, shall we…..
Rapport
What about “Reverse Empathy”??
This aspect of Empathy (RELATING) is where establishing
common ground can actually be fun!
◦ “Did you see that sky today? Talk about Blue!!” – Kronk
LISTEN to what the other person is saying BEFORE you come up
with what to say or do next! Pay attention! FOCUS on them!!
◦ It may actually save your life!
◦ If you can’t get this one down, your conversation is gonna crash and burn!
Take Jonas Miller, for example!

7. So, what about Sympathy?
◦ How can displaying real, sincere sympathy be a
benefit in establishing an emotional connection?
Lets take a look at this letter:
Executive Mansion, Washington, November 21, 1864
Mrs. Brixby, Boston Massachusetts:
Dear Madam: I have been shown in the files of the war department a statement of
the Adjutant-General of Massachusetts that you are the mother of five sons who
have died gloriously on the field of battle. I feel how weak and fruitless must be
any words of mine which should attempt to beguile you from the grief of a loss
so overwhelming. But I cannot refrain from tendering to you the consolation
that may be found in the thanks of the republic they died to save. I pray that our
Heavenly Father may assuage the anguish of your bereavement, and leave you
only with the cherished memory of the loved and lost, and the solemn pride that
must be yours to have laid so costly a sacrifice upon the altar of freedom.
Yours very sincerely and respectfully,
Abraham Lincoln

8. The difference between Sympathy and Empathy…
◦ You can feel sympathy for someone without feeling their
sorrow yourself. Empathy requires imagination or
experience to take the concern for others beyond mere
sympathy.
Empathy implies action.
◦ If you can understand how a person might feel sad or
bereft, then that is sympathy.
◦ If you then feel what they are feeling based on thought
or experience or affection for that person, then you are
being empathetic.
◦ If you have the ability to do something about that other
person’s sadness, without necessarily changing your
own course, that is empathetic action.
KaChaaauu!

9. Now that you’ve been able to relate, establish
an emotional connection and you’ve taken
the appropriate action, look at what you’ve
gained!
◦ This magic word is called TRUST
Through sincere trust, the offers you make will be
based on the integrity you’ve shown through REAL
Empathy.
The choice is ALWAYS yours!!
Take a chance!
◦ What do you REALLY have to lose??

10. Make REAL Empathy a real part of every
interaction you have with the people around
you
Lets Keep Talking about it!
◦ If we’re all about CARES!, then we need to ALWAYS
ensure our empathy that we show is REAL!
“I am only one, but still I am one. I cannot do everything, but still I
can do something; and because I cannot do everything, I will not
refuse to do something that I can do.”
Edward Everett Hale often quoted by Helen Keller.

11. The Blind Side
Twister
Cars