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Empathy Skills Training Program: Download course outline. This course is designed for people who must communicate empathy as part of their jobs, regardless of their personal feelings about their customers, the number of times they have heard the "same story," or the experiences they have previously had.
Program Objectives
- At this program's conclusion, participants should be able to:
- Explain why empathy is important to the organization.
- Describe how tone of voice, pacing, and other verbal cues impact a customer's experience.
- Demonstrate the use of open-ended and closed questions.
- Use techniques for listening better to challenging speakers.
- Show compassion for disheartened, confused, and disgruntled customers.
- Develop an action plan to improve their empathy skills.
Course Outline..
The Empathic Listening set of three video programs, from the FranklinCovey leadership curriculum, explain empathic listening and shows how it helps us understand and successfully communicate with others.
*Diagnose before they prescribe
* Listen empathically
* Seek to be understood from the other's perspective
Activity 8.1 Attending
- pair off, Allow 2 minutes for couple to in total
spend one minute describing everything you observe of your partner
Does anyone complain about your listening skills? Do you want to be able to listen better? This workshop will help you reach your goal.
YOU WILL LEARN TO:
* Enhance and create personal and professional relationships
* Demonstrate the true meaning of listening
* Increase productivity through active listening
COURSE OUTLINE Active Listening
* Listening style assessment
* Barriers to listening
* Benefits to listening
* Three levels of listening
* Five techniques of active listening
* Fives skills of active listening
* Concentration tips
* Guidelines to effective listening
* Listener’s quiz for personal development
Active listening is designed to overcome poor listening practices by requiring parties to listen to and then restate their opponent's statements, emphasizing the feelings expressed as well as the substance. The purpose is to confirm that the listener accurately understands the message sent and acknowledges that message, although the listener is not required to agree.
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The focus of this workshop is to provide an initial exposure to the following principles and practices and to the inquiry about how to bring them into the workplace:
* presence, even in the face of difficulty
* clarity of purpose when making decisions or running meetings
* attention to both parties’ needs in a conflict
* providing feedback without criticism
Listening and empathizing are essential skills when relating to
others. Most of us spend 70% of the day communicating, 45% of that time listening. We all want to be listened to (but spouses talk only 10-20 minutes per day). It is insulting to be ignored or neglected. We all know what it means to listen, to really listen. It is more than hearing the words; it is truly understanding and accepting the other person's message and also his/her situation and feelings. ..
STEP ONE: Learn to be a good, active listener.
STEP TWO: Understand what is involved in empathy responding.
STEP THREE: Practice giving empathic responses
STEP FOUR: Practice giving empathy responses in real-life situations.
he focus of this workshop is to provide an initial exposure to the following principles and practices and to the inquiry about how to bring them into the workplace:
* presence, even in the face of difficulty
* clarity of purpose when making decisions or running meetings
* attention to both parties’ needs in a conflict
* providing feedback without criticism
Does anyone tell you, you’re NOT listening? Do you want or need to listen better? Leaders and team players are sometimes challenged to listen when personality, noise, job title, etc. become barriers. Hearing is something you’re born with, listening is a learned behaviour. Developing your listening skills and perhaps changing some poor behaviours will strengthen professional and personal relationships. Team productivity will soar when we truly hear what the other person is saying.
YOU WILL LEARN TO:
* Enhance and create personal and professional relationships
* Demonstrate the true meaning of listening
* Increase productivity through active listening
* Be more understanding of others
* Be better understood
* Reflect the content of interpersonal messages
* Interpret the challenges of non-verbal communication and make them work effectively
So how does one show empathic listening to another person? Here are the guidelines that Madelyn Burley-Allen sets out in her book, Listening, the Forgotten Skill:
1. Be attentive, interested, alert, and not distracted. Be positive through non-verbal behavior.
2. Be a sounding board – allow the speaker to bounce ideas and feeling off you while assuming a non-judgmental non-critical manner.
3. Don’t ask a lot of questions.
4. Act like a mirror – reflect back what you think the speaker is saying and feeling.
5. Don’t discount the speaker’s feelings by using phrases like “You’ll feel better tomorrow”.
6. Don’t let the speaker get you angry, upset, or involved in an argument. ...
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