I mean, you are just trying to help her understand how she can get what she wants, right? If you could get this customer to see your perspective and get her to listen to the facts, everything would be fine. If you try to explain why her return cannot be made while she is going off into a fit of rage, what do you think will happen?įrom your perspective, you feel like you can resolve this issue with logic. Still, you have an emotional child throwing a temper tantrum right in front of you. Now you have a good explanation for why the return cannot be made the way the customer wants it done. She is angry and she intends to take it all out on you.
A customer rushes up to you, terribly upset over a return she was trying to make with one of your employees. Nearing retirement and afraid of losing your jobįour Reasons Empathic Listening Is a Critical Skillġ. Trying to be more empathetic means putting yourself in someone else’s shoes and asking yourself what it’s like to be: Think of it this way: If someone in their twenties is going to communicate with a 50-year-old, they are going to have to look at the situation from both their own point of view and the other person’s point of view in order to fully understand where the other is coming from. We tend to listen to others from our own point of view because we believe ours is the correct and only one that matters, which is patently false. Humans are typically bad at using this skill. Empathic Listening requires the Receiver to also listen from the Sender’s point of view. It includes all the skills of active listening but goes a step further. Empathic Listening is a critical skill to master.
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