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Empathy Competencies and Behaviors in Professional Communication Interactions

Self Versus Client Assessments

Open access

Empathy Competencies and Behaviors in Professional Communication Interactions

Self Versus Client Assessments

Open access

Samenvatting

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.

OrganisatieAvans Hogeschool
AfdelingExpertisecentrum Future-Proof Education
Gepubliceerd inBusiness and Professional Communication Quarterly Sage Journals, Vol. 0(0)
Datum2023-01-03
TypeArtikel
DOI10.1177/23294906221137569
TaalEngels

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