Journal of Business and Technical Communication Jul 2021

Conceptualizing Empathy Competence: A Professional Communication Perspective

Melissa Fuller University of Twente ; Elanor Kamans Hanze University of Applied Sciences ; Mark van Vuuren University of Twente ; Marca Wolfensberger Hanze University of Applied Sciences ; Menno D.T. de Jong University of Twente

Abstract

Empathy competence is considered a key aspect of excellent performance in communication professions. But we lack an overview of the specific knowledge, attitudes, and skills required to develop such competence in professional communication. Through interviews with 35 seasoned communication professionals, this article explores the role and nature of empathy competence in professional interactions. The analysis resulted in a framework that details the skills, knowledge, and attitudinal aspects of empathy; distinguishes five actions through which empathy manifests itself; and sketches relationships of empathy with several auxiliary factors. The framework can be used for professional development, recruitment, and the design of communication education programs.

Journal
Journal of Business and Technical Communication
Published
2021-07-01
DOI
10.1177/10506519211001125
Open Access
Closed
Topics
multimodality professional writing multilingual writers

Citation Context

Cited by in this index (1)

  1. Carlson et al. (2023)
    Tuning to Place: Using Photos to Better Understand Problems in Technical Commun…
    Journal of Business and Technical Communication

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