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

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

doi:10.1177/23294906221137569

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

Melissa Fuller (First author), Menno de Jong, Elanor Kamans, Marca Wolfensberger, Mark van Vuuren

Talent Development in Higher Education and Society

Research output: Contribution to journal › Article › Academic › peer-review

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.

Original language	English
Pages (from-to)	167-186
Number of pages	20
Journal	Business and Professional Communication Quarterly
Volume	86
Issue number	2
DOIs	https://doi.org/10.1177/23294906221137569
Publication status	E-pub ahead of print - 3 Jan 2023

Keywords

communication professionals
empathy
higher economic education
interpersonal communication
professional comunication

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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{\textquoteright} assessments. Several verbal and nonverbal behaviors corresponded to empathy: body language, an other-orientation in asking questions, paraphrasing, and a solution orientation.",

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AU - van Vuuren, Mark

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KW - empathie

KW - hoger economisch onderwijs

KW - interpersoonlijke communicatie

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KW - higher economic education

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

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Keywords

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