Empathy

decorative imageEmpathy means to put yourself in another’s shoes, to understand experience from another’s perspective.  According to Dictionary.com, empathy is

“the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another.”

That’s the simple definition. For a fuller definition, which also draws upon brain science, history, and sociology, view the following video, by Jeremy Rifkin.

Empathy is not just an abstract concept.  It’s referred to as an important characteristic in customer service, for example, in the HEARD technique (from Disney[1]) of engaging with customers:

H Hear Listen to the customer and let the customer explain as fully as he/she wants to explain.
E Empathize Show through your language that you understand how the customer feels.
A Apologize Apologize if you can do it sincerely.  Your tone will tell.
R Resolve Quickly move to conclusion, asking what you can do to correct the situation.
D Diagnose Diagnose why the situation happened, and focus on solutions so that a similar situation does not happen again.

For a very concrete example of showing empathy through your communication, view the following video.

Empathy is an important sub-competency of communication.  You will be a more effective communicator if you can express understanding of where another person is “coming from,” and how another person perceives experience.

Watch the following video and consider how the experience would be different with more empathetic communication.

The video “Bad Customer Service Rep” is also available with closed captions.

Although it’s obvious to consider empathy in terms of customer service, realize that empathy supports effective communication in all phases of experience, from work to parenting to friendship.

initial learning activity

Consider a situation at work that did not go well.  Explain the situation.  Then consider how empathy, and empathic communication, might have helped the situation become resolved with a more positive outcome.

Based on these considerations, create a short evaluation and application piece (4-5 pages) explaining the situation and projecting how empathic techniques could have been used to better effect.  Note that this can be in the form of a brief essay, a dialogue, a short video with “actors” representing the original participants and showing the actual and projected outcomes, or any format that you choose.

Submit your evaluation/application piece

in-depth learning activity

Review Rifkin’s video on The Empathic Civilisation. Do further research, analysis, and writing about the concept of empathy.  This may take one of many forms:

  • Develop an annotated bibliography listing at least 5 relatively current (2000s) articles dealing with empathy.  Read each article in order to create the annotation.  Then, in a few paragraphs after the annotated bibliography, link your readings to concepts that Rifkin offers.
  • Rifkin asserts that, with our technical abilities to connect, we can re-think the human narrative and prepare the groundwork for an empathic civilization, including not only humans but all aspects of the planet. Do one of the following related to this assertion:
    • Option 1 – Respond to this assertion with your reflections, based on your own experiences, observations, and some additional research (at least 1 journal article). What personal experiences support or contradict this assertion? What current events support or contradict this assertion?  Do you think that this idea is feasible?  Why or why not?
    • Option 2 – Create a lesson plan for young students (about 10-12 years old) to help students understand the concept of empathy. What are your specific learning goals? What resources would you use with students?  What activities would you have them engage in?  How would you determine what concepts students gained?
    • Option 3 – Create a proposal to present to your local chamber of commerce to offer training in empathic response to your community.  Include research (at least 1 journal article) to support your proposal.
    • Option 4 – Envision the future that Rifkin asserts is possible.  Write a creative piece that illustrates this future, with specific examples in personal, communal, national, international, global, and environmental arenas.

Submit:

  • annotated bibliography
  • writing for one of the four options

 

Related college Learning Goals

Communication: Express and receive ideas effectively, in multiple contexts and through multiple strategies.

Critical Thinking and Problem Solving: Evaluate, analyze, synthesize and critique key concepts and experiences, and apply diverse perspectives to find creative solutions to problems concerning human behavior, society and the natural world.

 

For more information, see the College Learning Goals Policy.

  1. based on “How To Do Customer Service Issues the Right Way With Disney’s HEARD Framework” ↵