Lesson 3: Showing Empathy by Listening and Speaking Kindly
Objective: Practice how to combine listening and speaking with empathy.
Key Actions:
- Listen fully: Use “verbal nods” → “I see,” “Yes, I understand.”
- Speak with warmth: Use calm tone and kind words
- Don’t rush the customer — even if they talk slowly or repeat
Empathy Phrases + Action = Strong Connection
- “I can imagine how that felt. Let me help you now.”
- “I hear you. Let me check right away.”
Activities:
- 🗣 Speak: Practice combining listening + empathy + action (mini dialogues)
- 🧩 Gap-fill: Complete the sentence with a kind phrase
- 🤝 Partner exercise: Empathy-response practice with feedback
