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Lesson 2: The First Driver of Trust: Empathy

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In this lesson, we will explore the practices of empathy. Empathy is experienced as “I believe you care about me.” Learners will be able to describe techniques to enhance your expression of empathy such as when to use open-honest questions and how to formulate them. We will practice skills such as listening for understanding (rather than responding). We will discuss how to avoid the temptation to “fix” or “solve” other people’s problems or respond immediately to their concerns, and instead respond with curiosity and interest in the person’s experiences and seek to understand their perspective. Finally, we will combine these practices as we use the five steps of a one-to-one meeting.

  • Learning Objectives:
    • At the end of this lesson, you will be able to: 
      • Ask open honest questions 
      • Listen to understand 
      • Avoid the impulse to “fix now” 
      • Learn the practice of “appreciative inquiry” 
      • Identify the five steps of a one-to-one meeting  
      • Make an “ask” and follow up on commitments with accountability 
      • Respond with gratitude and understanding when met with ‘no thanks’
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