Take Showing empathy from exercise to real work in Customer Relationships.
A realistic scenario
You're mid-project and the situation calls for showing empathy. It's easier to keep moving on autopilot — that's exactly the moment to apply it on purpose.
Walk it through
1. Pause and read the room. Decide that showing empathy is the right move right now. 2. Set the bar. Out loud or in writing, state the outcome you're aiming for. 3. Execute the rep. Name the feeling under what they said. 4. Make it visible. Share what you did and why, so the value is seen — not just done. 5. Reflect. Capture what worked so it becomes a default next time.
Avoid the common trap
⚠ Pitching instead of listening, or asking leading questions that plant the answer. Watch for it, and course-correct early.
Level up
- Do it when nobody asked you to.
- Teach it to a teammate — explaining it cements it.
- Stack it with the other skills in Customer Relationships.
You've completed the Showing empathy track. Put it to the test with a real-world challenge.