Group Members:

CARMELOTES, KENT NIÑO

DOMOSMOG, MARIEL
NUIQUE, ROBERT
OCTAVIANO, ANGEL MAE
PARONG, JASTINE

Guide Questions for Case 2: Rules of Engagement

1. What is Empathy?
It is the ability to understand the emotions and feelings of another human being, to be able to see
in their point of view, and imagine yourself in their shoes
2. Can you state what the problem is in this scenario?
The problem in this scenario is about why Wilson Reyes haven't been promoted in the job even if
he is capable and he is tenured enough for promotion.
3. How many years has it been since Wilson joined CTQ&A Ltd.?
It’s been around five years since Wilson Reyes first joined CTQ&A.
4. Describe Wilson and his work attitude in your own words.
Wilson Reyes is apathetic person which is he lacks of understanding on his costumer and but
also for his teammates. He is not a flexible person he just settles for his capabilities. He lacks of
self-confident.
5. Can you tell how Wilson developed his present frame of mind?
Wilson developed his present frame of mind they talked about which roles in the company he
was interested in and the knowledge skills and abilities that were required for each.
6. Differentiate empathy from sympathy (provide an example).
Empathy is putting yourself on others situation while sympathy is understanding the lack of
others and their emotions.
7. Do you think similar experiences occur in real life? If yes, cite an example.
For me yes, example in a work which is full of skilled workers and more tenured staffs.
Sometimes a newly hired staff is being accelerate to be promote because of his skills not for
being just skillful but also being good at interaction with others, having good understanding with
others and having a good positive characteristic of a staff. By this treats he/she will be promoted.
8. Do you think empathy is a critical aspect of social competence? Why or why not?
For me yes, if you know and aware of any person’s situation and emotion you are a socialize
person. We all needed empathy to gain social competence one of the example is interacting with
friends. If you are apathetic person you will gain less friends and can have a good
communication and interaction with others, so social competence is important by means of
understanding others situation and feel their emotions.
9. Is there a connection between a person’s social competence and his/her leadership capacity?
Explain your answer.
Yes, because if a person have a social competence, he/she will become a good leader. Being a
good leader, you must listen and accept suggestion or advice of your member. You have to
interact with your group members for you to know what they want or what they feel about your
plan for your group.
10. Can you think of a similar situation in the past that showed you your capacity for empathy?
What did you learn from that situation?
When my friend failed to her exam, she feels that it is like the end of the word, she felt
disappointed to herself and that time she is depressed and always moody. I felt very empathy for
her. I’m always there for her until she get better. I learned that when a friends need help, you
should help them without anything in return. In times of hard time, we should help each other
because it can lessen the pain we felt inside.
11. What can you see as other possible outcomes if Wilson learned to apply empathy very early
in his BPO career?
He will be promoted earlier than he expected and he will be effective when it comes to work and
in his teammate.
12. What other ways can you think of in order to help an acquaintance, friend, teammate develop
and apply empathy?
Explain to him/her or rather show that it’s not good that you only mind yourself it is better if you
also mind the people around you especially those who in needs. There are a lot of people who are
just waiting for your hands to help just open your eyes and mind and reach out to them and
eventually you will feel happy and contented about life.
13. If you were Wilson’s manager, how would deal with similar agents?
Just like what Wilson’s manager do to him. I will advise and give him/her some tips on how to
make his/her work be better and point out some unnecessary things that may not good in his/her
performance in work so that the promotion that they want will come immediately.
14. Do you think that not learning or knowing about empathy is a bad thing?
Yes because having no empathy may lead to constant friction in relationships or a lack of
meaningful bonds. When someone has a difficult time understanding other people's feelings or
acting in helpful ways, they may end up with few or no meaningful connections. Sometimes,
they're not even aware this is happening.
15. How effective do you think you are in terms of empathy?
I am always considerate and understanding towards to others, especially to my friends and
family.