Have you ever heard the expression “before you judge a man, walk a mile in his shoes”? Chances are, you have. We use this phrase as a reminder to be aware of (and try to understand) another person’s feelings; which is the essence of empathy, the topic of this month’s Customer Service Tip. Empathy can be a powerful communication tool when used correctly. To use the power of empathy, we have to first understand what it is. According to a paper published in the International Journal of Caring Sciences, empathy is described as “the ‘capacity’ to share and understand another’s ‘state of mind’ or emotion” and a “powerful communication skill” that uses active listening and deepens understanding. In the context of healthcare, The Society for General Internal Medicine describes empathy as “the act of correctly acknowledging the emotional state of another without experiencing that state oneself.”

In healthcare, the customer’s experience is often an emotional one. Our customers trust us with everything from a minor health concern to a life-changing experience. The emotions connected to a cough or cold could be expressed as an annoyance or inconvenience, while major health concerns can be overwhelming or terrifying. Have you ever experienced a rude or angry customer? That type of behavior is an insight into how they feel (their emotional state) and should be our first clue to take action.

It may seem overly simple, but acknowledging your customer’s feelings (before addressing their concern) is the powerful skill known as “communicating with empathy.”  This immediate reaction to our customer’s emotional expression can defuse a tense situation, build trust, create or deepen a personal connection, and in a clinical setting- it can potentially improve outcomes and patient satisfaction.

Here are a few example phrases you can use to communicate with empathy:

Empathy is also communicated in non-verbal ways such as active listening, making eye contact, open body language, and personal touch.

Here are 3 specific ways you can build your non-verbal empathy skills:

1. Make eye contact. This can be difficult, especially if your customer is upset or angry, but take cues from your customer. If they are trying to make eye contact with you, you should also try.
2. Listen. When your customer is describing their experience, listen with an open mind. Think about how you would feel or react if you were in their shoes. When they are done speaking, respond with empathy to acknowledge you heard their concern.
3. Body language. Be aware and mindful of the story your body language is telling. Are your arms crosses? Are you slouching or turned away from your customer? Are you fidgeting or picking at your nails? These non-verbal cues tell your customer you do not care. Face your customer, be open and relaxed, and avoid body language that tells the wrong story.

Do you have feedback, suggestions, or ideas on communicating with empathy?  Send an e-mail to customerservice@ykhc.org and keep an eye out in the Napartet News for more Customer Service topics and tips.