Empathy Course

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Please view the Empathy in Action course. Then, follow the link on the last page to take the assessement. Good luck!

Text of Empathy Course

  • 1.Empathy in Action

2. Can you put yourself in their shoes? 3. Can you put yourself in their shoes? 4. Which scenario is easier for you to connect to? Which one is more difficult? 5. One Size Doesnt Fit All 6. Itsimportanttoshowempathyto customers inneed . 7. What gets in your way?

  • What stops you from being empathetic?

8. Common Barriers to Empathy 9.

  • How do you personally define empathy?

10. How does empathy work?

  • By combining various elements of empathy,instead of including just one , connecting with the customer can be achieved faster and more convincingly.

11. 12. Empathy is a Combination of Behaviors Working Together in Harmony 13. Empathy in Action

  • Learn how to overcome barriers to listening empathy.
  • Understand the expectation of empathetic behavior.
  • Recognize empathetic cues.
  • Understand how empathetic behavior will be assessed and measured.

14. Todays Course Activities

  • Collaborative Assessment Exercises
  • Individual Assessment Exercises
  • Group Discussion
  • Assessment of Learning

15. What gets in your way of listening? 16. Listening Exercise

  • Listen to the following conversation. Then, answer the following questions:
  • 1. Why was the insured calling?
  • 2.What indication did she give that she was not satisfied with her experience?
  • 3.How long did she say she had been waiting for a call from the adjuster?
  • 4.Who did she say called on her behalf the day before?
  • 5.What it is the name of her mortgage company?

17. What are some ways to Listen better? 18. Keys to Effective Listening

  • Focus
  • Avoid Multitasking
  • Listen Objective
  • Summarize
  • Sit with Good Posture
  • Do not focus on delivery
  • Do not interrupt

19. What Gets in the Way of the Insureds Ability to Listen? 20. What Gets in the Way of the Insureds Ability to Listen?

  • Interrupting
  • Sarcasm
  • Laughing
  • Tapping
  • Loud Breathing
  • Silence
  • Frustration
  • Sidebar Conversations
  • Any others?

21. Listening Exercise

  • Listen to the next series of audio recordings.
  • What distracting behaviors could get in the way of the insureds ability to listen?
  • Discuss as a group.

22. Listening Exercise

  • Listen to the next series of audio recordings.
  • Discuss the nature of the calls as a group.

23. Whatpersonal biasescan influence our ability to listen with empathy? 24. Personal Biases That Can Influence How We Listen?

  • Money
  • Region
  • Job
  • Language
  • Education
  • Understanding of insurance
  • History with Insured
  • Any others?

25. Word ChoiceC hoose service words that encourage or discourage a positive claims handling experience.

  • Positive
  • 1
  • Negative

26. Word ChoiceC hoose service words that encourage or discourage a positive claims handling experience.

  • Positive
  • Thank you 1
  • Great
  • Satisfaction
  • Excellent
  • Value
  • Welcome
  • My Pleasure
  • Negative
  • Fault
  • Blame
  • I Told You
  • You Didnt
  • You Claim
  • Misinformed
  • If you would

27. Avoid Trigger Words

  • Why
  • But
  • Sorry
  • Problem
  • No
  • Policy
  • Try

28. Trigger Word Replacements

  • Why
  • But
  • Sorry
  • Problem
  • No
  • Policy
  • Try
  • ______________
  • ______________
  • ______________
  • ______________
  • ______________
  • ______________
  • ______________

29. Avoid Slang & Colloquialisms

  • Cool
  • Yup
  • Nope
  • Uh-huh
  • My Bad
  • Sweetheart
  • Bless Your Heart
  • Honey

30. Reading Between The Lines of Cues What are theyreallysaying?

  • We lost everything.
  • Im confused.
  • I dont know what to do?
  • Can you help me?
  • You are making me angry!
  • Ive been transferredthree times!

31. E mpathy = M akingC onnections intwoways Acknowledge cuesandshow action 32. Your Turn! Make your ownE=MCStatements2 Acknowledge Action + 33. Acknowledgement + Action Statements

  • I am very sorry to hear that.I am sure that is very overwhelming. Lets start by getting your loan number.
  • I understand.I will assist in any way I can.
  • I appreciate you explaining the situation to me.I will answer as many questions as you need.
  • Thank you for your patience.Please allow me to transfer you to the right extension.

34. Its Not Just What You say 35. Its How You Say It Stressed Happy Scared Frustrated Sneaky Quickly Slow and low Ham Sandwich 36. Elements of Empathetic Tone 37. Pitch How high or low your voice is when projected 38. Hum Happy Birthday This is your natural pitch 39. Pace How quickly or slowly you are speaking?

  • Effects of Speaking
  • Too Fast
  • Effects of Speaking
  • Too Slowly

40. Volume How soft or loud you are speaking

  • Effects of speaking
  • too soft
  • Effects of speaking too loud

41. Emphasis Which words are stressed and when

  • Effects of placing too much stress on words
  • Effects of placing not enough stress on words

42. May I Have a Ham Sandwich Please?

  • MayIHave a Ham Sandwich Please?
  • May IHavea Ham Sandwich Please?
  • May I Have aHamSandwich Please?
  • May I Have a Ham SandwichPlease ?
  • May I HaveaHam Sandwich Please?
  • May I Have a HamSandwichPlease?

43. Timing Knowing when to express empathy

  • What are the effects
  • of over-stating empathy?
  • What are the effects of not expressing empathy at the right time?

44. Identify The Errors in Tone

  • Listen to the series of dialogues.
  • Identify the errors in pitch, pace, volume, and emphasis.

Scenario 3 Scenario 2 Scenario 1 45. Maintaining Empathetic Tone During Difficult Calls 46. Instant Solutions

  • Listen for cues and acknowledge them
  • Remember that any anger is not about you.
  • Remain calm
  • Acknowledge +Action
  • Wait until emotions ease to continue with process
  • Be prepared
  • Find common ground
  • Avoid trigger words
  • Maintain empathetic tone
  • Treat person with respect
  • Avoid escalation by having to be right

47. Is It Possible To Be Too Empathetic? 48. Avoid Inserting Personal Biases

  • Maintain composure
  • Maintain professionalism
  • Dont take sides
  • Avoid expressing personal biases

49. What personal biases can influence how we feel about a call?

  • Money
  • Region
  • Job
  • Language
  • Education
  • Understanding of insurance
  • History with Insured
  • Any others?

50. Delivering Bad News

  • Avoid overuse of Im sorry.
  • Be honest
  • State alternatives
  • Use positive words
  • Give timeframes
  • Take ownership
  • Maintain empathetic tone

51. Empathy Assessment Ability to respond to empathetic cues appropriately and timely Timing Pitch PaceVolume Silence Inaudible Signaling Word Choice Trigger Words Slang/colloquialisms Editorializing Delivering bad news Verbal Expressions of Empathetic Behavior Ability to avoid behaviors that may impede listening. Active and Empathetic Listening 52. Learning Event Assessment 53. Assessment

  • 25% Terms
  • 25% Short Answer
  • 50% Scripts