Module 4: Empathy and Emotional Intelligence

Goal: Teach learners how to recognize emotions (their own and the customer’s), show empathy, and respond in a kind, helpful, and human way.

🧠 This module goes a bit deeper into human connection — but we’ll keep it beginner-friendly, with practical language and examples.

✅ Suggested Structure: 4 Pages (Lessons)

Each lesson builds emotional awareness step by step, with simple vocabulary and high interaction.

Lesson 1: What Is Empathy? (Feel with the Customer)

Objective: Help learners understand empathy in simple words and actions.

Key Ideas:

• Empathy = “I understand how you feel.”
• It means putting yourself in the customer’s shoes.
• Empathy is not the same as agreement — it’s recognizing emotion.

Common Phrases:

• “I’m really sorry that happened to you.”
• “I understand how that can be frustrating.”
• “Thank you for explaining. I know it’s not easy.”

Activities:

• 💬 Match: Emotion → Best empathetic phrase
• 🎭 Role-play: One acts as a customer in distress; the other responds with empathy
• 🎧 Audio: Listen to 3 responses — Which one shows empathy?

Downloadable PDF: “10 Empathy Phrases You Can Use Today”