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

Onderzoeksoutput: ArticleAcademicpeer review

Samenvatting

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.
Originele taal-2English
TijdschriftBusiness and Professional Communication Quarterly
DOI's
StatusE-pub ahead of print - 3 jan. 2023

Keywords

  • communicatieprofessionals
  • empathie
  • hoger economisch onderwijs
  • professionele communicatie
  • interpersoonlijke communicatie

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