Empathy in Action
Repeating back what the client said to confirm understanding.
What is paraphrasing or reflective listening
This word means having the confidence and authority to make decisions in your role.
What is empowerment?
The acronym we use for effective goal setting.
What is SMART?
A client says, "This is taking forever!" Best first response?
What is "I can hear how frustrating this is - let me see how quickly I can help?"
Our 2026 theme focuses on these three qualities.
what are empowerment, growth, and empathy.
This statement shows you care: "That sounds really frustrating - I'd feel the same way."
What is an empathy statement?
Speaking up with a process improvement idea is an example of this behavior.
What is showing initiative/ taking ownership?
One free/low-cost growth opportunity reinforced for 2026.
What is CSCD training resources, HRRM training and supervisor lead training sessions?
When a client is silent after bad news, this shows compassion.
What is giving them space / silence / "Take your time, I'm here"?
How CSO drive Vision 2026 success.
What is "Your daily actions with clients make it happen?"
The key purpose of showing empathy with clients.
What is to make them feel heard and understood?
The tool that helps you handle more situations independently.
What is the behavior matrix?
This person can help you create your Individual Development Plan.
Who is your supervisor or mentor?
You notice a policy isn't serving the client well. Empowered action?
What is suggest an improvement / use your discretion within guidelines?
One way we'll measure progress toward Vision 2026.
What is fewer escalations/staff feedback surveys?
Name one nonverbal cue that builds trust during a tough client conversation.
What is eye contact/nodding/open posture/leaning in? (All acceptable)
True or False: Empowerment means never asking for help.
What is False?
Learning from mistakes without fear is part of this mindset.
What is growth mindset?
A family member is yelling. Step 1 to de-escalate with empathy.
What is stay calm and say, "I want to help, can you tell me what's most upsetting right now?"
The wall created earlier where you posed your commitment.
What is the Vision 2026 Commitment Wall?
This technique helps when a client is very upset: pause, breathe, then name their emotion.
What is labeling feelings/validation?
One real example from our team last year where a CSO's empowered decision making improved a client outcome.
The one personal growth goal you'll commit to by June 2026.
Open - Team wager and share goals aloud for bonus points.
Create an empathy statement + empowerment solution for: Client upset about long wait who has an emergency.
ex: What is, "That must be stressful with everything going on. I'm going to prioritize this and get you the fastest path forward right now."
In one sentence: Why Vision 2026 matters for our clients.
Open-ended; award for most inspiring/heartfelt answer.