Empathy Competencies and Behaviors in Professional Communication Interactions: Self Versus Client Assessments

Abstract

Empathy is an important competence for communication professionals. This article investigates two aspects of empathy in an educational setting: the validity of self versus other assessments and the manifestation of empathy in communicative behaviors. Communication students were given a mediating role in discussions with two clients and their empathy was measured using self-ratings and client assessments. Videos of highest- and lowest-rated students were analyzed to identify empathy-related behaviors. No correlation was found between self-rated empathy and clients’ assessments. Several verbal and nonverbal behaviors corresponded to empathy: body language, an other-orientation in asking questions, paraphrasing, and a solution orientation.

The Relationship between Empathy and Competence among College Psychological Members: The Chain Mediating Role of In-Terpersonal Communication and Listening

“…In addition, individuals with strong empathy are more likely to gain the trust and closeness of others in their interactions with others, thus establishing and maintaining good interpersonal relationships and harmonious exchanges and communications (Manusov et al, 2018). In the face of changing work environments and task requirements, the higher the level of empathy, the more flexible individuals are in adjusting their behaviours and strategies (Fuller et al, 2023), and the more they are able to understand and adapt to the needs and expectations of others, so as to better complete their work tasks and improve their competence. Psychological members' empathy skills can help psychological members to be more comprehensive and in-depth in problem-solving.…”