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Reflective Listening1
Feeling: Regret/remorse
Empathic response: “Sometimes it’s not so important that we go back and try to change things, but rather that we look forward with that same desire. Use that regret to make the rest of your life better. It’s actually a good thing to feel that way. It shows that you are aware and have developed a deeper understanding of things. A lot of people don’t attain that level of awareness.”
2
Feeling: Frightened/anxious/traumatized
Empathic response: “The important thing to remember is that you’re here now and safe. You have a lot of good things in your life and your experience, for whatever reason, may have been allowed to happen to help you see things afresh. Do you ever feel like things in your life, people, places appear to you in a new light since your accident? If you do, that may be an indication that you were taking them for granted before. Maybe there is a reason all of this happened.”
3
Feeling: Angry
Empathic response: “Yes, but perhaps there is something here that we are missing. He may have had a reason—at least in his own mind—for what he did. Did you ever think that perhaps he was trying to help? Maybe he thought he would be doing...
The stones hitting the car could have been an accident that he did not intend to do. It’s best not to make judgments so quickly because it really could be a simple misunderstanding. Yes, he could have asked before he did it. Yes, he might’ve paid more attention to what he was doing. But he may have actually had good intentions—that’s all I’m saying. We should really try to get to know him better and not allow bad blood to fester, don’t you think?”
4
Feeling: Scared/anxious
Empathic response: “Being pregnant is a beautiful thing: you are bringing new life into the world. The plans that we make in life are always subject to change. You know, I made plans to be a doctor—but that got derailed when my dad got sick and he needed someone to take over the business for him. I always had my heart set on medical school, but family came first. Then my sister had her first baby and I was there to help out with that. If I had been at away at med school I realize I would have missed so much. Life takes us in surprising directions, ways we never imagined for ourselves—and that can be frightening, because we can’t picture what’s going to happen next or how we will get through the next chapter.…
Emotional Intelligence What am I going to do when I learn that a classmate has basically stolen my story idea and is winning a contest using my story? What should I do if I discover that a classmate had used the plot and theme of a story I wrote a few months ago, and simply changed the names of my original characters and changed the place in which my story was
Emotional intelligence Leadership - What makes a good leader? Emotional intelligence (EI) refers to the capability to recognize, manage and assess emotions. Some researchers propose that emotional intelligence can be learned and reinforced, while others claim it is an innate trait (Cherry, 2011). Emotional Intelligence has become a crucial part of how today's leaders meet the significant challenges they face everyday. Emotional Intelligence can help leaders in an increasingly difficult leadership
Emotional Labor Implications on a Call Centre During the last two decades Contact or call centers have emerged as the answer to cost effectiveness for all sort of businesses that require back end customer services (Boreham et al., 2007). These call centers hailing from different countries are very similar with respect to markets, offered services, structure of the organization and type of workforce. This industry has flourished very quickly but usually these
Emotional Drivers Swarovski The motives behind consumer decisions to purchase luxury brands like Swarovski have been studied in a number of researches. The general findings of these studies have been that these motives are largely emotional, and that they are evolving as the composition of the luxury market segment changes. De Mooij (2005) defines emotion as an "interaction between cognition and physiology." The characteristics of emotion that or of greater concern
Armed with such information, transformational leaders can respond appropriately thus effectively averting possible fallout. This is a clear indication that they possess empathy. Empathy according to Goleman (2004) is "the ability to understand the emotional makeup of other people." By easily identifying with the thoughts and concerns of their followers, transactional leaders can better take a group's pulse while at the same time correctly reading its concerns and thoughts. Further,
Emotional Intelligence in Organizations The term "emotional intelligence" refers to a person's ability to identify and regulate his own emotions, as well as the ability to identify and respond appropriately to the emotions of others. The notion that emotional intelligence is linked to professional and commercial success has been around since the 1930s, when psychologist Robert Thorndike coined the phrase "social intelligence," essentially referring to intrapersonal and interpersonal communication skills. In