PROGRAMME OVERVIEW

WINNING WITH EMPATHY

…an emotional intelligence pathway to wowing your customers

Practicing 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 into optimal results. Without empathy, relationships are plagued with judgments and frictions hindering tasks to be accomplished and creating toxicity in the environment.

This program is designed to aid participants create a practical path for practicing; in building better communication and connection amongst staff and with customers.

 

Who should attend

Every staff in an organization

Programme Fee

₦ 75,000 Per Participant Group pricing is also available

Duration

2 Days

Modules can be adjusted to fit your specific training need and timing

Learning Outcomes

Through this training, participants will be able to:

  • Explain empathy beyond the regular “put your self in other people’s shoes”
  • Identify the strength and shadows of empathy utilization
  • Practice techniques for incorporating active listening and empathetic body language into everyday communications.
  • Regulate their own emotions and boundaries to be more receptive to others.
  • Identify and use the empathetic words, tone and body language.
  • Listen beyond hearing, beyond words and beyond defense.
  • Differentiate Empathy from Sympathy and Apathy in serving customers and colleagues.
  • Demonstrate compassion for disheartened, confused, or upset colleagues or customers.
  • Recognize how empathy plays a role in the self, team dynamics, and the organization.

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

A CROSS SECTION OF OUR CLIENTELE

Contact us for this in-plant training

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