Empathy in Listening

Watch the video and tick the grids.

Never Rarely Most of the

Behavior skill time
1.Did worker remain visibly
calm?
2. Did worker maintain eye
contact?
3. Did worker get enough
information from the
customer to solve the
problem?
4. Did customer seem to feel
she was being heard?
5.Did front desk clerk
apologize ?
6. Did the worker explain to
the customer how he will
solve the problem?
7. Does the worker seem
upset after dealing with the
customer?