Empathy
Practical Tools
Active Listening
Definition: the intentional
practice of fully concentrating,
understanding, responding,
and remembering what is
being said in a conversation.
Different Listening Styles:
Task-oriented listening
(instructions)
Analytical listening (data)
Relational listening (rapport)
Critical listening (assess)
Make a conscious choice
about how to best listen:
Why do I need to listen right
now? Pick your style.
Who is the focus of attention in
the conversation?
Listen without an agenda
Am I still still istening? ( deciding
that you understand what the
person’s point is before they
Asking the right questions
finish talking and tuning out)
open-ended (deep)
close-ended (specific)
Paraphrasing
Boost understanding
Build rapport
Navigate Change
It's not only business → How
people deal with change and
transformation.
Big transformation → Pop our
information bubbles.
Challenge what we think Help clients through change →
non-verbal communication
we know
Make sure everyone is heard.
(Not just the loudest)
Empathy is not some
Clear and Consistent
passive thing you either
Communication as you guide
have or you don't. /Work for
them through change. (keep
it. them in the loop/ Address their
Questioning our own biases concerns /be upfront about
connect with people who challenges)
are different from you.
Echo chambers. (Break
out!)
How to go from theory to practice, and ultimately a habit?
1. Find your empathy. (Why it matters to you?)
2. Realistic goals. Baby Steps (1 or 2 techniques)
3. End of day reflection (What worked, didn't work?)
