{"id":235,"date":"2018-10-23T17:58:36","date_gmt":"2018-10-23T17:58:36","guid":{"rendered":"https:\/\/courses.lumenlearning.com\/suny-esc-educationalplanning\/?post_type=chapter&p=235"},"modified":"2019-02-19T20:07:24","modified_gmt":"2019-02-19T20:07:24","slug":"empathy","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/suny-esc-educationalplanning\/chapter\/empathy\/","title":{"raw":"Empathy","rendered":"Empathy"},"content":{"raw":"\"decorativeEmpathy means to put yourself in another's shoes, to understand experience from another's perspective.\u00a0 According to Dictionary.com, empathy is\r\n

\"the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another.\"<\/strong><\/p>\r\nThat's the simple definition.\u00a0For a fuller\u00a0definition, which also draws upon brain science, history, and sociology, view the following video, by Jeremy Rifkin.\r\n\r\n[embed]https:\/\/www.youtube.com\/watch?v=l7AWnfFRc7g[\/embed]\r\n\r\nEmpathy is not just an abstract concept.\u00a0 It's referred to as an important characteristic in customer service, for example, in the HEARD technique (from Disney[footnote]based on \u201cHow To Do Customer Service Issues the Right Way With Disney\u2019s HEARD Framework<\/a>\u201d[\/footnote]) of engaging with customers:\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n
H<\/td>\r\nHear<\/td>\r\nListen to the customer and let the customer explain as fully as he\/she wants to explain.<\/td>\r\n<\/tr>\r\n
E<\/td>\r\nEmpathize<\/td>\r\nShow through your language that you understand how the customer feels.<\/td>\r\n<\/tr>\r\n
A<\/td>\r\nApologize<\/td>\r\nApologize if you can do it sincerely.\u00a0 Your tone will tell.<\/td>\r\n<\/tr>\r\n
R<\/td>\r\nResolve<\/td>\r\nQuickly move to conclusion, asking what you can do to correct the situation.<\/td>\r\n<\/tr>\r\n
D<\/td>\r\nDiagnose<\/td>\r\nDiagnose why the\u00a0situation happened, and focus on solutions so that a similar situation does not happen again.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\nFor a\u00a0very concrete example of showing empathy through your communication, view the following video.\r\n\r\n[embed]https:\/\/www.youtube.com\/watch?v=5m7JWiVCx7k[\/embed]\r\n\r\nEmpathy is an important sub-competency of communication.\u00a0 You will be a more effective communicator if you can express understanding of where another person is \"coming from,\" and how\u00a0another person\u00a0perceives experience.\r\n\r\nWatch the following video and consider how the experience would\u00a0be different with more empathetic communication.\r\n\r\nhttps:\/\/www.youtube.com\/watch?v=F8dImol79ew\r\n

The video \"Bad Customer Service Rep\" is also available with closed captions<\/a>.<\/p>\r\nAlthough 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.\r\n\r\nhttps:\/\/www.youtube.com\/watch?v=qjxdU6nvsc4\r\n

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initial learning activity<\/h3>\r\nConsider a situation at work that did not go well.\u00a0 Explain the situation.\u00a0 Then consider how empathy, and empathic communication, might have\u00a0helped the situation\u00a0become resolved with a more positive outcome.\r\n\r\nBased on these considerations, create a\u00a0short\u00a0evaluation and application piece\u00a0(4-5 pages) explaining the situation and projecting\u00a0how empathic techniques could have been used to better effect.\u00a0 Note that this can be in the form of a brief essay, a\u00a0dialogue, a short video with \"actors\" representing the original participants and showing the actual and projected outcomes, or any format that you choose.\r\n\r\nSubmit<\/strong>\u00a0your evaluation\/application piece\r\n\r\n<\/div>\r\n
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in-depth learning activity<\/h3>\r\nReview Rifkin's video on The Empathic Civilisation. Do further research, analysis, and writing\u00a0about the concept of empathy.\u00a0 This may take one<\/em><\/strong> of many forms:\r\n