Empathy Training

Empathy: The power of understanding and imaginatively entering into another person’s feelings*

Why Empathy Training? Organisations involved in offshoring and outsourcing are finding that Empathy (or rather the lack of it) is now the number one communication challenge they face. Accent and cultural issues aside, the ability to demonstrate empathy and form an emotional relationship with your customer are hurdles that call center agents in countries such as India are finding difficult to master. Where call center staff in Florida or Ireland are immediately able to demonstrate empathy with callers, this does not come naturally for call center representatives in India.

The ability to empathise with your customers and put yourself in their own shoes is a key skill for call center staff dealing with customer queries and sales. Too often, laboured language or a robotic and monotone voice is interpreted by the customer as demonstrating a complete lack of empathy and emotional bond.

Communicaid’s Empathy Training is designed to ensure that your call center representatives demonstrate empathy, build rapport and trust with your customers. Our Empathy Training courses will enhance the communication and, most importantly, the listening skills of your employees in order to maximise the customer experience. Whether online or face-to-face, whether extensive long-terms training or one-day workshops, Communicaid’s Empathy Training will deliver a long-lasting impact for your organisation.

Benefits

A Communicaid Empathy Training course will provide your offshore personnel with the ability to:

- Enhance your customer experience and satisfaction

- Build empathy, rapport and trust as well as strengthen relationships with customers and

  colleagues through more successful communication

- Communicate more efficiently and effectively with customers and colleagues by reducing first

  language influenced accent

Who should attend

A Communicaid Empathy Training course is suitable for:

- Front-line Offshore Customer Support Representatives

- Offshore in-country managers

- Offshore BPO personnel

- Non-native employees located in your US offices

Course content  

All Communicaid’s Empathy Training courses are designed to meet the specific needs of our clients depending on their personal/organisational requirements and existing skills set.   An Empathy Training course includes:

- Using the right predicates of speech to enhance communication

- Knowing how to match and mirror your clients in order to create immediate rapport

- Understanding the representational system in order to know a client’s communication 

  preferences

- Effectively using body language to create rapport and enhancing your sensory acuity in order

  to read situations and therefore guide communication in a mutually beneficial way

Approach

Training is available worldwide via either face-to-face instruction or one of our many e-learning and virtual learning platforms. Using a combination of published and Communicaid-unique materials and methodology, we design and deliver programmes that will meet the needs of you and your organisation.

We offer a variety of training formats for your Empathy Training course – from intensive, weeklong courses to extensive, modular lessons.  Appropriate formats will be discussed during your diagnostic consultancy.

Your Empathy Course Trainer

All Communicaid Empathy course trainers are native speakers with at least 3 years’ professional training experience in the offshore industry.  In addition to relevant academic and linguistic qualifications and experience, many of our Empathy trainers also possess considerable exposure and expertise in the professional world.

Your Empathy trainer will be assigned to you following the results of your diagnostic consultancy according to your objectives and areas of focus.  Detailed below is a sample profile of a member of our Empathy training team.

EP

NLP Certificate (ABNLP)

Advanced Diploma in Language Teaching Management

Certificate in Motivational Leadership

RSA Certificate in TEFLA

Diploma in Business & Finance

EP joined Communicaid in 1996. He possesses almost 20 years’ training experience delivering empathy and communication skills training in countries as diverse as Japan, India, the Philippines & Spain.

In addition to his many years of experience of improving the communication skills of international organizations, EP is also a certified Neuro-Linguistic Programmer and is responsible for the development of Communicaid’s Empathy & Rapport programmes.

EP has delivered Empathy training to organisations as diverse as Convergys, Prudential, Orange and Capital One.

Facts About & Empathy Training

Some people are innately empathetic and it is no coincidence that these people also have a high level of emotional quota or EQ as it is more commonly referred to. In fact, many now believe that EQ is as relevant as IQ and in many cases, more important – especially when high levels of client and customer interfacing are involved. People with high levels of empathy tend to (without even realising it) establish and maintain rapport through matching and mirroring speech, body language as well as doing many other things by understanding signals and reacting appropriately. In short, people who have this innate ability to be empathetic get results because they are “pressing the right buttons”.  

This being said there are many ways one can learn to be more empathetic. Empathy training will facilitate a greater understanding of what empathy is and how to be more empathetic by looking at rapport, predicates of language, sensory acuity and a range of key elements that will get you on the level of your customer, thus establishing a positive relationship at the outset.

* © Collins Dictionary

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