Patience and Empathy

Patience Pays

100

What is patience?

Patience is the ability to remain calm and composed while waiting or facing challenges. 

200

What is taking a pause 

This should happen before responding when emotions are high. 

300

True or False: Patience means allowing poor behavior without addressing it 

False

Walk in Their Shoes

100

Empathy means understanding another person’s _________

Feelings or perspectives 

200

Empathy does NOT mean you must agree with someone 

True 

300

Before offering a solution, what should you do?

Listen and acknowledge the persons feelings 

Workplace Wisdom

100

When a guest is upset or disgruntled…..What is the first thing you should do?

Acknowledge their frustration and lead with empathy. 

200

A team member finds themselves in a precarious position and needs some support …..How do you approach that situation. 

A. Say not my monkey, not my circus, they’re on their own

B. Lead with empathy and offer your assistance where you can. 

B 

300

A team member is unusually quiet today. What do you do?

A. Make an assumption about the reason they are quiet 

B. Offer gentle support and respect. 

B

Communication Counts

100

Listening without interruption is called? 

Active Listening 

200

Name one phrase that shows empathy 

I understand 

Or 

That sounds frustrating 

Or 

I can see why you feel that way 

300

Fill in the missing word?

Listen. 

Acknowledge.

Understand. 

___________?

Respond 

Challenge Round

100

Name one situation where patience is important where you work?

Guest complaints

Or 

Handling conflicts 

Or

Team meetings

200

What is one way to calm yourself before responding emotionally?

Deep breathing 

Or 

Counting to three 

Or 

Pausing 

Or 

Taking a sip of water 

300

A team member seems distracted and keeps making mistakes. 

What is the most empathetic first response 

Privately ask if they’re okay or if they need support.