Empathy

Empathy is the ability to understand and share the feelings of others, fostering positive and compassionate interactions. Frontline workers with strong empathy can connect emotionally with customers and colleagues, enhancing relationships and overall job performance.

Beginner competence definition

Beginnes have the ability to recognize and acknowledge the feelings of others with guidance. Frontline workers at this level may require support in expressing empathy in various situations.

Intermediate competence definition

Intermediate individuals have the capacity to actively listen, understand, and respond empathetically to the emotions of others. Frontline workers at this level contribute to positive interactions and may assist in de-escalating emotionally charged situations.

Advanced competence definition

Advanced individuals are characterized by a high level of emotional intelligence, the ability to navigate complex emotional dynamics, and having a positive influence the emotional atmosphere. Frontline workers at this level play a key role in creating a supportive and empathetic work environment.