Empathy Training

Welcome to the Barry Deep Funeral Homes training course on empathy!

****IMPORTANT!****

PLEASE READ BEFORE CONTINUING WITH EXAM!

It is highly important that you read this section to receive a complete grade for this training module!!!

 

PLEASE MAKE SURE TO SCREENSHOT THE ENTIRETY OF THIS EXAM ONCE COMPLETED BUT BEFORE SUBMITTING!

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The Clear Glass Team

Linda Nguyen

Linda Nguyen- Communication Director

This is Linda. Linda advises companies in Communication and Human Resources on the development and deployment of growth and transformation strategies. Linda has more than nine years of consulting experiences, she specializes in business, organizational change management and mergers. Linda, is also a communication connoisseur enthusiast.  

Jeremy Scott

Jeremy Scott- Project Manager

This is Jeremy. Jeremy has backgrounds in finance and the hospitality industry. Jeremy was a prime candidate for our organization. Jeremy brings fresh ideas to training and development in a sometimes stale industry. With an upbeat attitude and positive outlook on all trainees, Jeremy brings energy to the team and competes in marathons. Jeremy’s motto, “Everyone can be someone.” 

Vincent Calligan

Vincent Calligan-  Lead Analyst 

This is Vincent. Vincent helps global organization plan and deploy innovative and highly agile sales solutions that drive more profitable growth. Vincent has nearly four years of consultant experience, Vincent specializes in internal organization, price and profit optimization, and operation excellence. Vincent is a passionate skier. e He

Paulina Reynoso

Paulina Reynoso- Communication Analyst

This is Paulina. Paulina helps organizations and leadership team design and execute programs that enable high performance. Paulina has been with the company for nearly three years. Paulina specializes in culture and leadership issues, in organizational design, management and leadership development. Paulina is a lover of art. 

Rachel Bates

Rachel Bates- Strategy Analyst

This is Rachel. Rachel helps organization shape and design their business and transformation strategies. Rachel has nearly five years with the company under her belt, with leadership and communication capabilities Rachel is always bringing new and innovated ideas to the table. Rachel is zealous about gardening. 

Barry Deep Funeral Home

Step One

This objective will give you as the trainee a bigger, better, deeper understanding of Barry Deep Funeral Home

This organization has been pass down through three generations starting with Barry Deep himself. 

Barry Deep wanted to create a place where people would come to in the time of need. A place where people knew that their love ones were taken in with care. A place where integrity, respect, compassion, caring and honor goes a long way.

You as a staff are the face of this organization. The first faces that everyone sees when they walk through the doors. 

Step Two

Quotes staff will Learn.

  • “If you want to become more helpful to others, you must begin with yourself.”

Mission Statement- The mission at Barry Deep Funeral Home: We understand that family is everything. We, here at Barry Deep, guarantee to provide quality funeral arrangements for honoring cultural differences and recognizing the value of every life. We are here to accommodate you and your family in your time of need. A finally resting place for your love one and to give you and your family peace of mind.

Company motto: “Bigger, Better, Barry Deep.”

Step Three

Values at Barry Deep (creates a strong foundation)

  • Integrity- is the quality of being honest, moral uprightness
  • Respect-a feeling of deep admiration for someone or something elicited by their abilities.
  • Compassionate- feeling or showing sympathy and concern for others.
  • Caring- displaying kindness and concern for others
  • Honor- high respect

Barry Deep Funeral Home (Quiz)

What are the 5 values of Barry Deep?

  • Integrity, Values, Caring, Respect, Trust
  • Excellence, Caring, Honor, Quality, Accountability
  • Compassionate, Integrity, Respect, Caring, Honor
  • Ethical, Compassionate, Trust, Faith, Caring

What is not part of Barry Deep Funeral Homes mission?

  • Guarantee to provide quality funeral arrangements.
  • We are here to accoodate you and your family in your time of need.
  • We understand that family is everything.
  • None of the above.

What is the company motto?

  • Bigger, Better Deeper
  • Brighter, Better, Barry Deep
  • Bigger, Better, Barry Deep
  • Brighter, Bigger, Barry Deep

What is Empathy?

Step One

Trainee will be taught that understanding empathy is a key to established a successful relationship with another person.

Empathy: the ability to perceive another’s experience and communicate that perception back to the person. 

Examples:  I listen to you as you speak to me and though I cannot experience your experience, I begin to have a mental picture of the essence of what you are describing.

Step Two

Having the ability to convey accurate empathy

Empathetic Listening: (aka- active listening or reflective listening) a way of listening and responding to another person that improves mutual understanding and trust. It enabling the listener to receive and accurately interpret the speaker’s message and then provide an appropriate response. 

We will teach the 5 keys step of empathic listening

Pros of empathetic listening:

  • Lets you builds trust & respect
  • It enables the one in need to release his/her emotions
  • Helps reduce tension
  • Encourages the surfacing of information
Creates a safe environment for sharing and problem solving

Step Three

Give the person you are connecting with your full attention. (The person in front of you is your sole focus at this particular moment.)

Do not speak when the other person is in the middle of communicating their issue. (Empathic listening means that it is your job to actually hear what is being said.)

Offer a summary of what you have heard to the speak, when they are done talking.  (Repeating and summarizing what they have said shows them that you were listening, and reaffirms to yourself what you heard.)

What is Empathy? (Quiz)

How is empathy exactly defined?

  • Empathy is the ability to perceive another’s experience and communicate that perception back to the person.
  • Empathy is being able to understand the others emotions and feelings.
  • Empathy is the ability to understand and share the feelings of another.
  • Empathy is the capacity to understand or feel what another is experiencing.

Which one of the choices below is not of empathetic listening?

  • Empathetic listening lets you build trust and respect.
  • Empathetic listening enables the one in need to release his/her emotions.
  • Empathetic listening enables you as the listener to gain control over another.
  • Empatetic listening helps reduce tension.

Why is it important to repeat what was being said?

  • It shows the speaker that you were listening.
  • It reaffirms to yourself what you heard.
  • It proves that you have a good memory.
  • Answer A and B.

Understanding your own emotions.

Step One

Working in this line of business it can drain you and everything starts to become repetitive. The feeling starts to become Deja vu, a repeat of something that is played over and over. Someone crying can have no effect on you.

In this section, we will analyze how you feel now. What can you do to improve your emotions to better assist your clients need?

It might start with a quivering lip or maybe your eyes start blinking faster and faster to keep the tears from escaping.

Evaluate yourself:

  • Do you cry?
  • How often do you cry?
  • Do you cry alone?
  • Do you become sadden when you see someone crying?

Step Two

Doing and observing someone crying is not a sign of weakness. Crying is shedding of tears in response to an emotional state. It is a natural emotional response to certain feelings, usually sadness and hurt. Others cry because of beauty or even because of happiness.

Yet, crying in front of people can still be awkward for the person crying and the people around them.

On a good note, crying can release stress hormones or toxins from the body.

Step Three

What to do and how to handle and respond to someone who is crying?

  • Doing nothing can make the crier feel worse.
  • Do something supportive- in this line in business hugging would be INAPPOPRIATE, listening in an empathetic would work.
  • Do not assume you know how to comfort them. “Ask how you can help, ask what you can do?”
  • Do not cry if you are under pressure and are in a stressful situation with a client.

Sometime you have to step back and examine the situation, put yourself in their shoes. Yes, even though you’ve gone through this experience multiple time before, this might be the clients first time. Take a moment and think about the first time you dealt with something tragic or your first funeral service. You were willing to do anything to accommodate the guest because you felt what they felt. Now, use that when you feel like you’ve stopped reacting to a client cry. 

Understanding your own emotions (Quiz)

Crying is

Crying is  

What is the best way to handle someone who is crying?

  • Leave them to cry.
  • Do something supportive, such as empathetic listening.
  • Comfort them by hugging them.
  • Start Crying with them.

Understanding a clients needs is very important. Being able to put yourself in their shoes is more important.

  • Understanding a clients needs is very important, but being able to put yourself in their shoes is more important.

Distinguishing Emotions

Step One

Being able to recognize emotion in other through facial expression and body language is one of the key steps in empathy training. 

Body language is the process of communicating non-verbally through body movements and gestures. Research shows that 60%-90% of communication is nonverbal. Body language is controlled by our subconscious mind and is not always in accordance with what we are saying.

Learning about your body language. Posture, by maintain a relaxed posture when you are sitting or standing. Keep your back straight but not stiff and relax your shoulders. This will reinforce the idea that you feel comfortable with your surroundings. 

Take up space, you do not have to sprawl out but try sitting or standing with your legs apart a bit. This will signify to others that you are at ease with yourself. 

Step Two

Lean, by leaning in slightly when someone is speaking demonstrates that you are actively listening as oppose to leaning away this signals that you are disinterested or hostile to the situation.

Arms, crossing your arms shows that you are turned off or tense by what is going on around you. Practice hanging your arms comfortably at your side or even bringing your hands together in your lap to show others that you are open to what they are communicating. 

Hands, by talking with your hands this is an easy way to incorporate gestures into your conversation. Using your hands can help lead you to appear more credible and assured. 

Eye contact, maintaining good eye contact lets others know that you are interested in the conversation, this also shows signs of respect. 

Small movements, such as a simple actions of agreement like nodding your head or smiling can show empathy. This simple gestures let people know that you are on their side or that you can identify with their situation. 

Step Three

Things not to do while engaging with someone:

  • Checking the time-signals that you do not want to be there or you have more important things
  • Looking at the ground- this tells people that you are shy or disinterested
  • Touching your face- can indicate that you are lying
  • Picking at something- demonstrates boredom and disapproval/shows that you are rude
  • Sitting on the edge of your seat says that you are literally on edge both mentally and physically.
  • Tapping- can indicate stress or impatience

Facial expression- Simple facial expression can let you tell when a conversation is going sour or if the conversation you are having is going smoothly.

To make sure you are conveying your thoughts and opinions how you want, practice your body language so that your movement match your words.

Distinguishing Emotions (Quiz)

Body language is

  • the process of communicating non-verbally through body movements and gestures.
  • 60%-90% non-verbal.
  • controlled by our subconscious mind.
  • all of the above.

When paying attention to your body gesture you should focus on

  • posture.
  • hand gestures.
  • eye contact.
  • all of the above.

Facial expression is the last thing to be concerned with when engaging in a conversation.

  • Facial expression is the last thing to be concerned with when engaging in a conversation.

Helpful Techniques

Step One

Several proven techniques to diffuse a highly emotional situation.

These three techniques are:

  • Seek out a quiet, empty spot to cool down
  • Focus on something that made you happy recently
  • Listen to or watch something upbeat

Step Two

Technique one:  Seek out a quiet, empty spot to cool down.

One of the most effective strategies when you reach a heightened state of emotion is to remove yourself altogether from the situation. This can give you time to return to a rational state before making any decisions and save you some public embarrassment of yourself and anyone involved. Remember, when anyone is in a highly emotional state, they don't always make the best decisions.

Step Three

Technique two: Focus on something that made you happy recently.

Always instruct a highly emotional guest to focus on something that makes/made them happy. Focusing on a positive thing can evoke positive emotions in you. If you focus on a time when you and the deceased were happy, you can't help but put on a little smile for those memories. Remember, as someone who is not in a highly emotional state, you are the voice of reason. Make sure everyone remains as calm as reasonably possible.

Step Four

Technique three:  Listen to or watch something upbeat.

Music can set the emotional tone. You don't want to have something too upbeat at a memorial service, funeral, or body viewing, but some positive music will set the tone of the event. If you play the saddest song you can think of, because you feel sad, you will create a room full of sad guests. In many religions a funeral is considered a celebration of life. Keep that in mind when suggesting ambient music for an event.

Helpful Techniques (Quiz)

It is your job to help a guest who is in a  highly emotional state.

  • It is your job to help a guest who is in a highly emotional state.

A guest at the Barry Deep Memorial hall bursts into tears while talking about her late husband’s tragic death. What might be the best course of action?

  • Ignore it, it is none of your business.
  • Burst into tears with them, you want to seem empathetic.
  • Offer a tissue and some quiet time to reflect.
  • Tell her to suck it up! What’s done is done!

Listening to upbeat music can affect your mood.

  • Listening to upbeat music can affect your mood.

Why is empathy important?

Step One

Empathy in the funeral home business is very important, you as an employee will be dealing with customers having a variety of emotions. 

Step Two

Being able to show that you do care about the tragedy they may have gone through will better prepare you for this job. Not saying that you should cry along with them, but showing or even looking as though you do not care will hurt this funeral homes image. Telling customers, we do not care about your losses only the money you give us.

Step Three

As an associate of the Barry Deep Funeral Home, you are on the front line of our image. 

Even if you don't know it you represent the brand. It is not only important to have some emotion when entertaining a client, but to make sure they know it. 

You want to represent yourself and your brand well while providing the best service you can. 

Why is empathy important? (Quiz)

Of the following reasons it is important to a Barry Deep associate to keep empathy at the front of your mind, which of the following were covered previously? (More than one correct answer)

  • You represent the front line of the Barry Deep hospitality team.
  • It will promote spending more money from the clients.
  • Clients will display a range of emotions.
  • It’s just important because you should do it anyway.
  • Being able to show that you care complies with the Barry Deep missions and values.

Empathy Vs. Sympathy

Step One

To express sympathy is when you make it known that you are aware of an individuals distress and that you have compassion for them.

To express empathy takes caring further by not only making it known that you are aware and expressing compassion but ALSO showing a deeper level of understanding by entering into an individuals’ experience.

Step Two

Two ways to enter an individuals experience by:

  • Reflecting a persons expressed feelings back to them
  • Paraphrasing what a person has said to you to demonstrate an understanding

Step Three

Why is it important to know the difference?

  • Expressing sympathy can leave a person feeling like someone feels sorry for them which can create of sense of inferiority
  • Expressing empathy enables everyone to feel on the same emotional level and is a more effective form of communication.

Empathy Vs. Sympathy (Quiz)

I feel your sorrow.

  • Empathy
  • Sympathy

I understand this has been a great loss for you.

  • Empathy
  • Sympathy

I am so sorry about your loss.

  • Empathy
  • Sympathy

Can I help you with that?

  • Empathy
  • Sympathy

Let me do that for you.

  • Empathy
  • Sympathy

How awful. Poor you.

  • Empathy
  • Sympathy

I feel and understand your pain.

  • Empathy
  • Sympathy

I feel so sad for you.

  • Empathy
  • Sympathy

What to say and when? (Scenario)

Funeral Scenario

Final Exam

What is not part of Barry Deep funeral home mission?

  • Guarantee to provide quality funeral arrangements.
  • We are here to accommodate you and your family in the time of need.
  • We understand that family is everything.
  • None of the above.

How is empathy exactly defined in this lesson?

  • Empathy is the ability to perceive another’s experience and communicate that perception back to the person.
  • Empathy is being able to understand the others emotions and feelings.
  • Empathy is the ability to understand and share the feelings of another.
  • Empathy is the capacity to understand or feel what another is experiencing.

Which one of the choices below is not of empathetic listening?

  • Empathetic listening lets you build trust and respect.
  • Empathetic listening helps reduce tension.
  • Empathetic listening enables the one in need to release his/her emotions.
  • Empathetic listening enables you as the listener to gain control over another.

Crying is..

  • a sign of weakness.
  • can be ugly.
  • is a natural response to certain feelings.
  • can is contagious.

How do you handle and respond to someone who is crying?

  • Do nothing, walk off and let them cry.
  • Do something supportive such as empathetic listening.
  • Comfort them by hugging them.
  • Start crying with them.

Body language is

  • the process of communicating non-verbally through body movements and gestures.
  • is 60%-90% non verbal.
  • controlled by our subconscious mind.
  • all of the above.

When paying attention to your body gesture you should focus on

  • Posture
  • Hand gesture
  • Eye contact
  • All of the above

A guest at the Barry Deep Memorial hall bursts into tears while talking about her late husband’s tragic death. What might be the best course of action?

  • Ignore it, it is none of your business.
  • Burst into tears with them, you want to seem empathetic.
  • Offer a tissue and some quiet time to reflect.
  • Tell her to suck it up! What’s done is done!

Of the following reasons it is important to a Barry Deep associate to keep empathy at the front of your mind, which of the following were covered previously? (More than one correct answer)

  • You represent the front line of the Barry Deep hospitality team.
  • It will promote spending more money from the clients.
  • Clients will display a range of emotions.
  • It’s just important because you should do it anyway.
  • Being able to show that you care complies with the Barry Deep missions and values.