Empathy in Conflict Resolution – II: Empathetic Listening

a. Kunal listened to the complete content of the customer’s speech and thereafter began formulating responses in his mind.

b. Kunal had closed and inappropriate posture-crossed arms and legs with torso angled away from the customer. This posture gave the customer an impression that he wasn’t listening or open to what she is saying.

c. Kunal maintained eye contact with the customer more than was necessary. However, occasionally kept looking at the computer screen to get the required information or make notes.

d. Kunal was biased and prejudiced towards customers based on appearance, accents, and ethnicity.

e. He failed to resist the temptation of disconnecting from listening to what the customer was trying to say and to avoid the temptation of interjecting to rephrase his question so that he could get the answer he was seeking.

f. All of the above

Empathy in Conflict Resolution – II: Empathetic Listening

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