empathy course

Empathy in Action

Can you put yourself in their shoes?

Can you put yourself in their shoes?

Which scenario is easier for you to connect to? Which one is more

difficult?

One Size Doesn’t Fit All

It’s important to show empathy to customers in need.

What gets in your way?

• What stops you from being empathetic?

Common Barriers to Empathy

How do you personally define empathy?

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.

Empathy is a Combination of Behaviors

Working Together in Harmony

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.

Today’s Course Activities

• Collaborative Assessment Exercises

• Individual Assessment Exercises

• Group Discussion

• Assessment of Learning

What gets in your way of listening?

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?

What are some ways to Listen better?

Keys to Effective Listening

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

What Gets in the Way of the Insured’s Ability to Listen?

What Gets in the Way of the Insured’s Ability to Listen?

• Interrupting• Sarcasm• Laughing• Tapping• Loud Breathing• Silence• Frustration• Sidebar Conversations

• Any others?

Listening Exercise

• Listen to the next series of audio recordings.

• What distracting behaviors could get in the way of the insured’s ability to listen?

• Discuss as a group.

Listening Exercise

• Listen to the next series of audio recordings.

• Discuss the nature of the calls as a group.

What personal biases can influence our ability to listen with empathy?

Personal Biases That Can Influence How We Listen?

• Money• Region• Job• Language• Education• Understanding of

insurance• History with Insured

• Any others?

Word Choice Choose service words that encourage or discourage a positive claims

handling experience.

Positive• 1• • • • • •

Negative• • • • • • •

Word Choice Choose 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 Didn’t• You Claim• Misinformed• If you would…

Avoid Trigger Words

• Why

• But

• Sorry

• Problem

• No

• Policy

• Try

Trigger Word Replacements

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

• ______________• ______________• ______________• ______________• ______________• ______________• ______________

Avoid Slang & Colloquialisms

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

• • • • • • • •

Reading Between The Lines of Cues

What are they really saying?

• We lost everything.

• I’m confused.

• I don’t know what to do?

• Can you help me?

• You are making me angry!

• I’ve been transferred three times!

• • • • • • • •

Empathy = Making Connections in two ways

Acknowledge cues and show action

Your Turn!

Make your own E=MC Statements

• • • • • • •

• • • • • • •

2

Acknowledge Action+

Acknowledgement + Action Statements

• I am very sorry to hear that. I am sure that is very overwhelming. Let’s 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.

It’s Not Just What You say…

It’s How You Say It

Stressed

Happy

Scared

Frustrated

Sneaky

Quickly

Slow and low

Elements of Empathetic Tone

PitchHow high or low your voice is when projected

Hum Happy Birthday

This is your natural pitch

PaceHow quickly or slowly you are speaking?

Effects of Speaking

Too Fast• • • • • •

Effects of Speaking

Too Slowly• • • • • •

VolumeHow soft or loud you are speaking

Effects of speaking

too soft• • • • •

Effects of speaking too loud• • • • •

EmphasisWhich words are stressed and when

• Effects of placing too much stress on words

• • • • • • •

• Effects of placing not enough stress on words

•

•

•

•

•

•

•

May I Have a Ham Sandwich Please?

• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?

TimingKnowing when to express empathy

What are the effects

of over-stating empathy?

• • • •

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

• • • • •

Identify The Errors in Tone

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

Scenario 1 Scenario 2 Scenario 3

Maintaining Empathetic ToneDuring Difficult Calls

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

Is It Possible To Be Too Empathetic?

Avoid Inserting Personal Biases

• Maintain composure• Maintain

professionalism• Don’t take sides• Avoid expressing

personal biases

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

• Money• Region• Job• Language• Education• Understanding of

insurance• History with Insured

• Any others?

Delivering Bad News

• Avoid overuse of “I’m sorry”.

• Be honest

• State alternatives

• Use positive words

• Give timeframes

• Take ownership

• Maintain empathetic tone

Empathy AssessmentActive and Empathetic Listening Ability to avoid behaviors that may

impede listening.

Verbal Expressions of Empathetic Behavior

Word Choice

Trigger Words

Slang/colloquialisms

Editorializing

Delivering bad news

Inaudible Signaling Pitch

Pace

Volume

Silence

Timing Ability to respond to empathetic cues appropriately and timely

Learning Event Assessment

Assessment

• 25% Terms

• 25% Short Answer

• 50% Scripts