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What is Empathy?
“Empathy is trying to walk in someone else’s shoes – empathy – theirs.” Unknown
Empathy is an emotional skill and one that is necessary to understand and practice if you are going to be one of the best.
The best way to understand empathy is to recognize it. Below are some examples of empathy in action.
1. “Could I get a new pair because it’s a manufacturing fault and I have to go jogging tonight?” asked a very unhappy customer. “I’m sorry sir, but our companies policy is to send the shoes to the supplier and they will let us know what to do about the replacement in about 7-10 days,” the assistant store manager replied apologetically. Tone “You know, this really doesn’t fit me,” the customer responded with a mixture of frustration and anger, “What should I do if I return these defective shoes to you?” The assistant store manager replied as politely as possible, “I’m sorry sir, but it’s our company policy, it’s written on the back of your receipt. Sending the shoes to the supplier is the best I can do!” “Well, it’s just a pain,” said the client, unable to hide his anger.
“I’m talking to your director!” He went ahead and stormed off, whereas there probably wasn’t much the assistant store manager could have done to change company policy, and let’s also assume there were no other alternatives open to him for the purposes of the story. What could he have done to diffuse the situation? He could use some sympathy. The assistant store manager could recognize the emotions of the customers. Did he respond with, “I can see how frustrated you are. We really let you down, didn’t we?” This mirroring of the client’s feelings, this empathy, alleviated the client’s disappointment and frustration, even if everything else remained the same. Without sympathy, all the assistant store manager heard was the content of what the customer was saying. He never listened to his feelings of despair and hopelessness.
2. “I can tell you really want them. They look really fantastic.” Rita answered the customer sincerely. “Yes! They look great and feel really good; I’m just concerned about the price. Is there anything you can do for me to drop the price down a notch?” the customer replied. “I understand you’re frustrated, especially when they fit so well,” Rita said. “Trying to find something you like and what fits you, and then find out it’s out of your price range?” He continued, “Look, I can’t promise you a discount, but what if I go and have a quick chat with my manager and see what he has to say. If I can set things up, would you be willing to take them?” ” The client smiled softly and nodded gratefully
3. “So that’s the story,” my best friend said as she finished her sad tale and tried to clarify her feelings. “But these things always happen for the best, don’t they?” “You sound so sad about everything?” I answered. “Actually you’re right,” he continued, “Actually, I’m sad, how can you say it?”
4. “It’s ridiculous to pay those prices when he’s been growing them until the end of the season.” “I agree,” Eric replied, fastening the soccer cleat to the youth’s left leg. “Seems crazy to spend that much when you say he only gets one season out of them. How about I show you something cheaper?” “However, what will the quality be like?” – asked the worried mother. “I can appreciate your concern.” Eric replied, “The quality is good, my concern would be around more width” he continued “This guy, as you know, has really wide feet, and expensive boots will probably be too tight, which can cause chafing. ” “Well, I guess we have to bite the bullet, then no,” said the customer, patting his son on the shoulder.
5. “Good morning John, how are you this morning?” I asked. “Yeah… well…” John answered breathlessly. “You sound a little unusual this morning, what’s up?” I asked. “I’m fine,” John replied, “I had a rough night with the kids last night. They were all sick and Sammy’s got the bug too, so I’ve been mum, dad, doctor, nurse and housekeeper. About 1 this morning” “Sounds rough, is there anything I can do to help?”
Did you find empathy in the above scenarios? Read the quotes and comments below. Then read the above vignettes again. Then you will have an understanding of empathy and its power as a communication and trusting tool.
“The ability to imagine yourself in another place and to understand the feelings, desires, thoughts and behavior of others. The most obvious example is perhaps the example of an actor or singer who really feels the role he plays.” Sam Vaknin
“Empathy depends not only on the ability to identify the feelings of another person, but also on the ability to put yourself in another person’s shoes and experience an appropriate emotional response” Charles Morris
“Sympathy is like giving someone a psychological hug,” Lawrence J.
Librarian, candidate of science
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