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100

The ability to understand and share the feelings of another person

What is Empathy?

100
  • Always allow the caller to vent. 
  • Use your notepad to write any pertinent details that may help you assist the caller. 
  • Do NOT take it personally. 

 

What do you do to display Empathy ( Do not interrupt)

100

ACJ

What is Acromioclavicular Joint ?

200

Paying full attention to what someone is saying to understand their perspective.

What is active listening ?

200
  • I understand why this denial is frustrating/upsetting.
  • I hear how important it is for you to get this procedure considering your family history.
  • I know you must be scared about your medical condition, I can understand why this test being denied is upsetting.

 

What is listening for the peak, to acknowledge the caller's emotion?

200

BUN

What is Blood Urea Nitrogen ?

300

Deliberately trying to imagine what it's like to be in someone else's situation.

What is perspective-taking ?

300
  • How am I feeling at this moment?
  • How would I feel if this were my family member or me?
  • Is my caller rushing me OR am I rushing my caller?
  • Does my caller feel heard?

 

What is acknowledging your emotions ? 

300

CIS

 What is Carcinoma In-Situ ?

400

Deliberately trying to imagine what it's like to be in someone else's situation.

What is Validation ?

400
  • I understand you are upset.
  • Like I said before….
  • I’m listening
  • I didn’t deny your case. The medical director did.
  • Just call back later and see if the case has been updated. 

What is avoiding phrases that seem  disingenuous and transactional. 

400

AVB

What is Atrioventricular Block ?

500

Care, connect and communicate. 

What are the 3 C's of empathy ? 

500

the caller knows that you heard their concern (emotion) and understand why they are responding emotionally

What is displaying genuine empathy ?

500

BMD 

What is Bone Mineral Density ?