Empathy
Empathy is about being able to accurately hear out and understand the thoughts, feelings and concerns of others, even when these are not made explicit.
Type
Behavioural
Competency Area
Equity
Levels
Understands unspoken content
Demonstrates active listening skills (such as asking probing questions, not interrupting)
Recognises body language, facial expression, and/or tone of voice to understand the unspoken message
Recognises unexpressed or poorly expressed thoughts, concerns, and feelings
Picks up signals when others are not feeling comfortable and displays consideration
Has concern for others
Open to diversity of opinion
Understands both what is being said by a person and underlying reasons for the emotional state of the person
Understands and appreciates other’s concerns and feelings
Probes to understand people’s issues, unspoken thoughts, and feelings
Displays openness to diversity of opinion and adapts behaviour to be helpful and considerate
Expresses concern for others
Makes inferences that go beyond the explicitly expressed content and emotion
Identifies a unique characteristic or the strengths of the other person
Is sensitive to underlying problems, and why people act or behave the way they do
Demonstrates empathy by correctly understanding reactions or emotions of others
Builds trust by demonstrating respect for other’s point of view
Acts as a role model
Displays an in-depth understanding of the ongoing reasons for a person’s behaviour and response
Understands the longer-term reasons for behaviour
Makes a balanced assessment of a person’s strengths and weaknesses based on a deeper understanding of the individual
Demonstrates an astute understanding of others’ views by asking the right questions at the right time
Creates and promotes an environment of respect
Creates a culture of mutual trust and respect
Encourages others to read deeper into others’ emotions by providing practical tips
Creates the systems promoting empathy