What you will be able to do
- Distinguish understanding, feeling and wanting to help, and bring all three together.
- Recognise and name other people's emotions precisely.
- Put yourself in the other person's place with their constraints, not yours, and spot your blind spots.
- Respond to someone in difficulty without minimising or consoling too quickly.
- Act with empathy, while keeping the right distance that protects you.
Who it is for
For anyone who works with clients, colleagues or a team: a client who complains about everything, a colleague who announces she is leaving, a young team member who keeps making mistakes. The method works whatever your job: at a front desk, in a workshop, at a patient's bedside, behind a screen, on a building site or at the head of a team. The module follows a difficult start to the season at a hotel reception desk, but the exercises and the exam put you in many other situations.
How the module unfolds
- 1IntroductionWhat the skill covers, and what the module will teach you to do.
- 2A running story, “A season at the Belvédère”The same working situation stays with you from one step to the next, with a character from the story who plays the role of mentor.
- 3The theory, with everyday examplesIn each lesson, the method set out simply, with examples drawn from working life.
- 4The game, “The inner portraits”Each step you complete moves the game forward, right to the last one.
- 5The signature exercise, “The empathy map”The module's method, to apply to your own situations.
- 6Two role playsTwo conversations to see through to the end, with detailed feedback on your choices.
- 7The examTen random questions about new situations. Eight correct answers unlock The Method and your certificate.