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

Autor/inn/en	Fuller, Melissa; de Jong, Menno; Kamans, Elanor; Wolfensberger, Marca; van Vuuren, Mark
Titel	Empathy Competencies and Behaviors in Professional Communication Interactions: Self versus Client Assessments
Quelle	In: Business and Professional Communication Quarterly, 86 (2023) 2, S.167-186 (20 Seiten) PDF als Volltext Verfügbarkeit
Zusatzinformation	ORCID (Fuller, Melissa) ORCID (de Jong, Menno)
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	2329-4922
DOI	10.1177/23294906221137569
Schlagwörter	Empathy; Prosocial Behavior; Business Communication; Interprofessional Relationship; Self Evaluation (Individuals); Verbal Communication; Nonverbal Communication; College Students; Student Evaluation; Comparative Analysis + Suchen Sie Ihr Suchwort? Empathie; Unternehmenskommunikation; Non-verbal communication; Nonverbale Kommunikation; Collegestudent; Schulnote; Studentische Bewertung
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. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01