…an emotional intelligence pathway to wowing your customers
Practising empathy requires an intentional choice to emotionally understand what someone else is experiencing and use that information to guide one’s decision to act; this skill helps to create connection and harmony between and amongst people, yielding optimal results. Without empathy, relationships are plagued with judgements and friction, hindering tasks from being accomplished and creating toxicity in the environment.
This programme is designed to aid participants in creating a practical path for practising; in building better communication and connection amongst staff and with customers.
Who should attend
Every staff of an organisation
Programme Fee
₦ ####### Per Participant.
Group pricing is also available
Duration
2 Days
Modules can be adjusted to fit your specific training needs and timing
Training Modules
Module 1: Introduction to Empathy
- Understanding Empathy
- Types of Empathy
- The Strength and Shadows of Empathy
- The EQ Model for Empathy
Module 2: Empathy Awareness
- My Empathy Quotient
- My Empathy Pattern
- Developing Empathy Awareness
Module 3: Empathy Management
- Personal Empathy Statement
- Consequential Path to Empathy
- Optimistic Empathy
Module 4: Empathetic Communication (Part 1)
- Listening with the EYES of the Customer
- Listening with the EARS of the Customer
- Listening with the HEART of the Customer
Module 5: Empathetic Communication (Part 2)
- Empathetic Words
- Empathetic Tone
- Empathetic Body Language
Module 6: Empathetic Decision Making for Service
- The Science of Empathy in Decision Making
- Empathy-Sympathy-Apathy
- Considerate vs Inconsiderate
- Self-Directed Empathy
Learning Outcomes
- ① Explain empathy beyond the regular “put yourself in other people’s shoes”
- ② Identify the strengths and shadows of empathy utilisation
- ③ Practice techniques for incorporating active listening and empathetic body language into everyday communications.
- ④ Regulate their own emotions and boundaries to be more receptive to others.
- ⑤ Identify and use the empathetic words, tone and body language.
- ⑥ Listen beyond hearing, beyond words and beyond defence.
- ⑦ Differentiate Empathy from Sympathy and Apathy in serving customers and colleagues.
- ⑧ Demonstrate compassion for disheartened, confused, or upset colleagues or customers.
- ⑨ Recognise how empathy plays a role in the self, team dynamics, and the organisation.
Contact us for this in-plant training
- Address : First Floor, Front Wing, No. 19 Town Planning Way, Airtel Bus Stop, Ilupeju Anthony, Lagos.
- Phone : +234 809 630 3933 and +234 809 087 3207
- Email : ask@pausefactory.org
