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

Business and Professional Communication Quarterly Jun 2023

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

Melissa Fuller ; Menno de Jong ; Elanor Kamans ; Marca Wolfensberger ; Mark van Vuuren

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.

Journal: Business and Professional Communication Quarterly
Published: 2023-06-01
DOI: 10.1177/23294906221137569
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Topics: professional writing

Citation Context

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