Lesson 4: When You Don’t Feel Empathy (But Still Need to Act With It)
Objective: Teach learners how to stay professional even if they don’t personally “feel” empathy.
Reality: Sometimes the customer is rude, unfair, or complaining too much.
Still, we respond with care — not because we agree, but because it’s our job.
Golden Rule: Act empathetic, even when you don’t feel it.
Helpful Phrases:
- “I understand this is important to you.”
- “Let’s work on fixing this together.”
- “I’ll do my best to help you today.”
Activities:
- 🧠 Scenario: “You’re tired. The customer is yelling.” → What would you say?
- 🎭 Role-play: Tough customer — stay kind and focused
- ✅ Mini quiz: Choose the most empathetic (but still firm) response
PDF Download: “Professional Empathy in Tough Moments – Cheat Sheet”
📘 Glossary for Module 4
| Term | Meaning |
|---|---|
| Empathy | Understanding and sharing someone’s feelings |
| Emotional Intelligence | Knowing your emotions and the emotions of others, and acting smart about them |
| Respond | Think, then speak calmly and kindly |
| React | Speak or act quickly, often with emotion or anger |
| Trigger | Something that makes you feel strong emotions |
| Verbal nod | Small words that show you are listening (like “I see,” “Okay,” “Right”) |
| Professional | Respectful and calm, even when it’s hard |
| Frustrated | Feeling annoyed or upset because something isn’t working |
| Kind tone | Warm, polite voice or words |
| Cheat Sheet | A quick list of helpful tips you can look at any time |
