Mastering Empathetic Communication
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Questions and Answers

Which approach is discussed in the text for acknowledging member's needs?

  • The 'Positive and Redirect' approach
  • The 'Yes, And' approach (correct)
  • The 'Affirm and Redirect' approach
  • The 'Empathy and Redirect' approach

    • How can you emphasize your empathy statement over the phone?

  • By speaking faster
  • By matching your tone and pace to the empathic statement (correct)
  • By using a louder voice
  • By using technical terms

    • Why is it important to pause after delivering empathy?

  • To give the member time to process the empathy (correct)
  • To show that you don't mean it
  • To make it seem more robotic
  • To rush the conversation

    • What does a 'Yes And' statement allow you to do?

    <p>Acknowledge the member's thoughts and direct the conversation to solutions</p> Signup and view all the answers

    When should you use a 'Yes And' statement?

    <p>After delivering empathy</p> Signup and view all the answers

    What should a good 'Yes And' statement highlight?

    <p>That you understand what the member is saying</p> Signup and view all the answers

    What is the purpose of adding enthusiasm and appreciation to the close of the call?

    <p>To make the member feel heard and listened to</p> Signup and view all the answers

    Which approach does the text suggest for closing a call with a member?

    <p>Expressing appreciation and enthusiasm</p> Signup and view all the answers

    What is the purpose of acknowledging the issue and providing empathy in a call?

    <p>To address the member's primary concern</p> Signup and view all the answers

    How does the text suggest conveying a friendly travel advisor approach?

    <p>By expressing appreciation and enthusiasm</p> Signup and view all the answers

    What does the text suggest about the use of a professional closing?

    <p>It is not recommended</p> Signup and view all the answers

    How can a professional handshake be transferred to a hug in a call?

    <p>By using tone and pace</p> Signup and view all the answers

    What does the text suggest about the approach to member calls?

    <p>It should be empathic and friendly</p> Signup and view all the answers

    What is the purpose of adding appreciation and enthusiasm to call closings?

    <p>To surprise and delight members</p> Signup and view all the answers

    How can surprise and delight be added to call closings?

    <p>By expressing appreciation and enthusiasm</p> Signup and view all the answers

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