Who Is The New Guy On Good Morning Football What is Empathy?

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What is Empathy?

“Empathy is trying on someone else’s shoes – Sympathy – wearing.” Unknown

Empathy is an emotional skill and is essential to understand and practice if you want to be one of the greats.

The best way to understand empathy is to recognize it. The following are some examples of empathy in motion.

1. “Would it be possible to get a new pair as there is a manufacturing fault and I have to go for a run tonight?” asked a rather unhappy customer. “I’m sorry sir, but our companies policy is to send the shoes to the supplier and they will let us know what to do about the replacement in about 7 to 10 days,” the assistant store manager replied in an apologetic tone “You know, I really doesn’t fit,” replied the customer with a mixture of frustration and anger, “If I return these defective shoes, what am I supposed to run?” The assistant store manager replied as politely as he could, “I’m sorry sir, but it’s our company policy, it says so on the back of your receipt. Sending the shoes to the supplier is the best I can do. scared!” “Well that’s bullshit,” said the customer, unable to hide her irritation.

“I will speak to your CEO!” he continued and stormed off in anger. While the assistant store manager probably couldn’t do much to change company policy, and let’s also assume, for the sake of the story, that there was ABSOLUTELY no other alternative for him. What could he have done to help diffuse the situation? He could use empathy. The assistant store manager was able to acknowledge the customers’ feelings. If he responded with “I can see how frustrated you are. We really let you down, didn’t we?” By reflecting the customer’s emotions, this empathy would ease the customer’s disappointment and frustration, even if everything else were the same. Without empathy, all the assistant store manager heard was the content of what the customer was saying. He never listened to his feelings of frustration and disappointment.

2. “I can tell you really want them. They really look fantastic.” Rita answered the customer honestly. “Yes! They look great and feel very good; I’m just worried about the price. Is there anything you can do to lower the price?” the customer replied. “I understand you’re frustrated, especially since they fit so well,” Rita said. “It’s hard enough trying to find something you like, and something that fits you too, and then find out it’s out of your price range?” she continued, “Look, I can’t promise you a discount, but how about I’m going to talk to my manager for a bit and see what he has to say. If I can work something out, would you like to take them?” The customer smiled slightly and nodded gratefully

3. “So that’s the story,” said my best friend as he finished his sad tale of woe, trying to make light of his emotions. “But these things always happen for the best, don’t they?” “You sound pretty sad about the whole thing?” I answered. “Actually you’re right,” he continued, “the truth is I feel sad, how could you say that?”

4. “It’s ridiculous to pay these prices when he would grow them by the end of the season,” she complained. “I agree,” Eric replied, attaching a boot to the youths left foot. “Seems crazy to spend that much when, as you say, they’re only going to get one season out of them. Would you rather I show you something cheaper?” “What would the quality be anyway?” asked the worried mother. “I can appreciate your concern. Eric replied “The quality is fine, my concern would be more about the width” he continued “This young man has a very wide foot as you know and the cheaper boots will most likely be too narrow which could cause blisters.” “Well I guess we will then we’ll have to bite the bullet, and then won’t we,” said the customer, patting her son on the shoulder

5. “Good morning John, how are you this morning?” I asked. “Yeah…ok…” John replied with a sigh. “You sound a little off this morning, what’s up?” I asked. “I’m fine,” John replied, “I had a very rough night with the kids last night. Everyone was sick and Sammy was sick too so I was mum, dad, doctor, nurse and maid until about 1am this morning” “Sounds rough, is there anything I can do to help?”

Did you find empathy in the above scenarios? Read the quotes and explanations written below. Then read the vignettes above again. Then you will better understand empathy and its power as a tool of communication and persuasion.

Empathy is:

“The ability to imagine yourself in the place of another and understand another’s feelings, desires, ideas and actions. Perhaps the most obvious example is an actor or singer who genuinely feels the role he is performing.” Sam Vaknin

“Empathy depends not only on one’s ability to identify another’s emotions, but also on one’s ability to put oneself in another person’s shoes and experience an appropriate emotional response” Charles G. Morris

“Empathy is like giving someone a psychological hug” Lawrence J.

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