Empathy, the ability to put yourself in someone else’s shoes, is also part of this type of communication. Cognitive empathy involves being able to understand another person's mental state and what they might be thinking in response to the situation. Active Listening Download . Give tokens to reinforce … Assertiveness is based on balance. Aggressive behavior is … Sympathy, constructed from the Greek "sym," meaning together, and "pathos," referring to feelings or emotion, is used to describe when one person shares the same feelings of another, such as when someone close is experiencing grief or loss.Empathy is a newer word also related to "pathos," but there is a greater implication of emotional distance. This distinction was found to be consistent when evaluating the importance of empathy in 38 low, mid and high power-distance countries. There are also, however, different types of empathy … … For instance, assigning students as parents or teachers allows the kids to be creative in thinking of words that adults would use, and how it might feel to be in a situation from a view other than their own. This is a great way to expand empathy and perspective-taking. Assertiveness, Managing Conflict and Feedback Julie Molloy NHSBT . For that reason, customer service agents should be in constant training to develop their empathy, assertiveness and other important skills. TREATMENT PLAN GOALS / OBJECTIVES. This chapter reviews the major approaches to measure empathy, considers their validity and reliability, and the relative advantages and disadvantages of each approach. Learning empathy can be draining, both emotionally and mentally. ... •Empathy –„I understand your position, ... •E.g. The first module aims to offer an information seminar for all customer-facing staff, affording participants a broad understanding of how to better handle conversations with vulnerable customers and how to avoid ‘empathy burnout’ with some key resilience strategies. Comparing Empathy Across Cultures. Our page on empathy defines empathy as ‘feeling with’ someone – being able to put yourself in their place as if you were them, and feeling those feelings.It explains that there are several different elements that make up empathy. They stated that these were available but did not raise their concerns aloud when they were not utilised. Note: Always make objectives measurable, e.g., 3 out of 5. times, 100%, learn 3 skills, etc., unless they are . Designing Options Download . These are similar to those elements described by Evolution of Approaching and Avoiding 3.5+ billion years of life Crucial functions: approach what promotes survival and avoid what threatens it Motile protozoa will move toward a sucrose gradient and away from a toxic one. Successful leaders are often portrayed as authoritarians with an unbending will, but this is a weak leadership style to adopt. Any problem immersed in empathy becomes soluble. Empathy goes far beyond sympathy, which might be considered ‘feeling for’ someone. Social animals approach caregivers, allies, and higher social View Notes - NURS 1055 - Assertiveness (Week 7).ppt from NURS 1055 at British Columbia Institute of Technology. MHR721 Negotiations and Conflict Resolution Session 2 – Strategy and Preparation (Part 1) 1 Reading 1.2 Selecting a Moreover, the level of assertiveness fluctuates with hormonal changes in highly assertive women during their menstrual cycles, and it tends to be increased at times when women’s conception is most likely (Hromatko et al., 2008). – Simon Baron-Cohen, British clinical psychologist, and professor of developmental psychopathology, University of Cambridge. Culture and assertiveness Nurses, who sensed the urgency early on, brought the emergency kit to the room, and then alerted the intensive care unit. Developmentally it will take children many years to empathise on a regular (and consistent) basis but small steps over time remind us all of the importance of this habit. They obstruct the development of this type of communication, and, as a result, of empathy and assertiveness. This PowerPoint template will help you present your customer service training, address the skills of a good customer service rep, and detail the best approach to … if you we‟re giving me feedback on this ppt and I‟d made mistakes; –don‟t assume it was because of lack of preparation, simply show empathy, communicate feelings and be aware of the perspectives of others in a situation. As the example below shows, empathy is more strongly tied to performance in New Zealand (a high power-distance culture) than it is in Colombia (a low power-distance culture). Assertiveness training empowers couples by stressing the importance of communicating one’s own thoughts and desires, while being respectful to the wants and needs of their partner. Assertiveness deals with how Sam gets the book back. Empathy also enables you to better understand other staff members' actions and needs in the workplace. 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