Please view the Empathy in Action course. Then, follow the link to take the assessment.

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 Doesn’t Fit All

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

8. Common Barriers to Empathy

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

15. What gets in your way of listening?

17. What are some ways to Listen better?

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

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

31. E mpathy = M aking C onnections in two ways Acknowledge cues and show action

32. Your Turn! Make your own E=MC Statements 2 Acknowledge Action +

34. It’s Not Just What You say…

35. It’s 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

45. Maintaining Empathetic Tone During Difficult Calls

47. Is It Possible To Be Too Empathetic?

51. Empathy Assessment Ability to respond to empathetic cues appropriately and timely Timing Pitch Pace Volume 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