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Empathy in Action

Empathy Course

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

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Page 1: Empathy Course

Empathy in Action

Page 2: Empathy Course

Can you put yourself in their shoes?

Page 3: Empathy Course

Can you put yourself in their shoes?

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

difficult?

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One Size Doesn’t Fit All

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

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What gets in your way?

• What stops you from being empathetic?

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Common Barriers to Empathy

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How do you personally define empathy?

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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.

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Empathy is a Combination of Behaviors

Working Together in Harmony

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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.

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Today’s Course Activities

• Collaborative Assessment Exercises

• Individual Assessment Exercises

• Group Discussion

• Assessment of Learning

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What gets in your way of listening?

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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?

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What are some ways to Listen better?

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Keys to Effective Listening

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

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

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

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

• Any others?

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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.

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Listening Exercise

• Listen to the next series of audio recordings.

• Discuss the nature of the calls as a group.

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

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Personal Biases That Can Influence How We Listen?

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

insurance• History with Insured

• Any others?

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

handling experience.

Positive• 1• • • • • •

Negative• • • • • • •

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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…

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Avoid Trigger Words

• Why

• But

• Sorry

• Problem

• No

• Policy

• Try

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Trigger Word Replacements

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

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

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Avoid Slang & Colloquialisms

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

• • • • • • • •

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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!

• • • • • • • •

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Empathy = Making Connections in two ways

Acknowledge cues and show action

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Your Turn!

Make your own E=MC Statements

• • • • • • •

• • • • • • •

2

Acknowledge Action+

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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.

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It’s Not Just What You say…

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It’s How You Say It

Stressed

Happy

Scared

Frustrated

Sneaky

Quickly

Slow and low

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Elements of Empathetic Tone

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PaceHow quickly or slowly you are speaking?

Effects of Speaking

Too Fast• • • • • •

Effects of Speaking

Too Slowly• • • • • •

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VolumeHow soft or loud you are speaking

Effects of speaking

too soft• • • • •

Effects of speaking too loud• • • • •

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EmphasisWhich words are stressed and when

• Effects of placing too much stress on words

• • • • • • •

• Effects of placing not enough stress on words

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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?

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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?

• • • • •

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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

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Maintaining Empathetic ToneDuring Difficult Calls

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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

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Is It Possible To Be Too Empathetic?

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Avoid Inserting Personal Biases

• Maintain composure• Maintain

professionalism• Don’t take sides• Avoid expressing

personal biases

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

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

insurance• History with Insured

• Any others?

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Delivering Bad News

• Avoid overuse of “I’m sorry”.

• Be honest

• State alternatives

• Use positive words

• Give timeframes

• Take ownership

• Maintain empathetic tone

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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

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Learning Event Assessment

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Assessment

• 25% Terms

• 25% Short Answer

• 50% Scripts