The point of practicing empathetic understanding is not to validate or agree with the customer (or any other speaker), but merely to understand where he’s coming from and to stay calm so you can remain engaged in the communication. This is why empathy is essential for active listening. You need empathy to recognize why the customer is screaming—he’s frustrated that a brand-new product broke the first time he used it. This understanding allows you to set aside the customer’s emotions and ensure you aren’t derailed from interpreting the main points of his message.
The point of practicing empathetic understanding is not to validate or agree with the customer (or any other speaker), but merely to understand where he’s coming from and to stay calm so you can remain engaged in the communication. This is why empathy is essential for active listening. You need empathy to recognize why the customer is screaming—he’s frustrated that a brand-new product broke the first time he used it. This understanding allows you to set aside the customer’s emotions and ensure you aren’t derailed from interpreting the main points of his message.
