Ch. 8 – Empathy and empathic listening techniques

Articolo tradotto dal libro “Parliamoci chiaro” estratto e pubblicato con il permesso dell’autore, Prof. Daniele Trevisani www.danieletrevisani.it www.comunicazioneaziendale.it –

Articolo redatto a cura di Dott.ssa Giada Bonsi, CIELS Padova

Ch. 8 – Empathy and empathic listening techniques

Listening is one of the most critical skills in negotiation and selling. The classic stereotype of the seller intent on “talking over the other”, on “winning the conversation”, on always having the last word, is wrong.

The empathic approach has the opposite idea: listening deeply to understand the mental map of our interlocutor, his belief system, and finding the psychological spaces to insert a proposal.

In the ALM method we distinguish some main types of empathy:

Based on observation angles:

  • Behavioural empathy: understanding behaviours and their causes, understanding the why of the behaviour and the chains of related behaviours.
  • Emotional empathy: being able to perceive the emotions experienced by others, understanding what emotions the subject feels (which emotion is in the circle), of what intensity, what emotional mix the interlocutor experiences, how emotions are associated with people, objects, facts, internal or external situations experienced by the other.
  • Relational empathy: understanding the map of the subject’s relationships and their affective values, understanding with whom the subject relates voluntarily or by obligation, with whom he has to relate in order to make decisions, work or live, what is his map of “significant others”, of referents, of interlocutors, of “relevant others” and influencers who affect his decisions, with whom he gets along and who does not, who affects his professional (and in some cases personal) life.
  • Cognitive empathy (or of the cognitive prototypes): understanding the cognitive prototypes active at a given moment in time, the beliefs, values, ideologies, mental structures that the subject possesses and to which he anchors.

Fonte: Articolo tradotto dal libro “Parliamoci chiaro” estratto e pubblicato con il permesso dell’autore, Prof. Daniele Trevisaniwww.danieletrevisani.itwww.comunicazioneaziendale.it –

Articolo redatto a cura di Dott.ssa Giada Bonsi, CIELS Padova

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