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Empathy

Empathy is the ability to understand and share the thoughts and emotions of others from their perspective. It helps establish rapport and build trust between counselors and callers, allowing callers to open up and feel more comfortable. To develop empathy, one must actively listen with care to understand both verbal and non-verbal cues, gauge feelings accurately, and respond appropriately without judgment. Regular practice of these skills can improve one's empathy over time.

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Archakam Rakshitha
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88 views7 pages

Empathy

Empathy is the ability to understand and share the thoughts and emotions of others from their perspective. It helps establish rapport and build trust between counselors and callers, allowing callers to open up and feel more comfortable. To develop empathy, one must actively listen with care to understand both verbal and non-verbal cues, gauge feelings accurately, and respond appropriately without judgment. Regular practice of these skills can improve one's empathy over time.

Uploaded by

Archakam Rakshitha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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EMPATHY

What is empathy?
Simply put, it is the ability to put yourself in
the callers' situations (in their 'shoes')
You understand and share
- their thoughts
- their emotions
- their situation
It's an important inter-personal skill,
especially in helping callers, and is best
demonstrated through genuine listening
What is not empathy ?

- being casual and insensitive with callers


- displaying a 'know-all' attitude
- moving to problem solving without
listening actively
- expressing judgement and opinions
How does it help ?
- It helps establish rapport with the callers
- It helps build a relationship between callers
and counsellors
- It helps the counsellors gain the callers'
trust and confidence
- It causes the callers' self-esteem to rise
- It helps the callers feel comfortable enough
to open up
How can empathy be developed?
- active and sincere listening with careful
observation of both verbal and non-verbal
expression
- gauge and understand the caller’s feelings and
meanings (both expressed and implied)
- demonstrate warmth and concern when listening
- listen with commitment and responsibility
- respond appropriately and confirm
understanding
We know we're empathic when...
- we are able to confirm accurate understanding
- we are not interrupting to offer advice or
solutions
- we are open to correcting our earlier
impressions that we now find are inaccurate
- we are able to understand and connect the
callers' statements even when they appear self-
contradictory
Last, but not least...

Practice helps. As you try it


consciously, fine tune your skills, and
evaluate your progress, you can
improve your 'empathy quotient'

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