The 4-minute mental model behind Showing empathy.
The idea in one line
On the surface, Showing empathy can look like a single technique you either know or you don't.
Why it's worth your time
The highest-leverage information lives in the customer's head, and they rarely hand it over.
How to recognise it in the wild
1. Spot the moment. Notice when *showing empathy* is the move the situation is asking for — usually when it's tempting to skip it. 2. Name the goal. Say, in one sentence, what a good outcome looks like here. 3. See the core move. The heart of Showing empathy is simple: name the feeling under what they said. 4. Know you're done. You've got it when this stops feeling like a technique and starts feeling like instinct.
What "good" looks like
- You ask open questions and actually listen to the answer.
- You dig past the first answer to the real problem.
- People feel understood, not sold to.
Next: try the step-by-step tutorial to actually run the rep.