Empathy
The ability to sense other people’s emotions and imagine what someone else might think or feel.
Empathy
It's when we read to understand.
Active reading.
Refers to the process of understanding and sharing meaning.
Communication.
Trust building, conflict resolution, customer satisfaction, and employee morale are...
Benefits or importance of empathy.
It's when we interpret, evaluate, and analyze a text.
Critical reading.
Name the types of communication.
Verbal communication and nonverbal communication.
Feeling sorry for someone else's misfortune.
Sympathy.
What does SQ3R stand for?
Skim, question, read, recall, and review.
Better customer satisfaction, connecting more deeply with customers, and understanding of customer needs are...
Benefits or importance of communication.
Emotional intelligence, genuine care, perspective-taking, and active listening are...
Building blocks of empathy.
Staying focused, detecting emotions, and probing for information are...
Best practices
Active listening, critical reading, being empathetic, speaking/writing clearly, and handling complaints are...
Communication skills.
Acknowledging their feelings, using validating language, offering sincere apologies, and focusing on solutions are...
Examples of putting empathy into action.
Over-reliance on scripts, ignoring attachments, and previous interactions are...
Habits we must avoid.
Name the most common communication barriers.
Language barrier, cultural barrier, and emotional barrier.