Empathy in the Workplace - Unit 4
C2 Proficiency · Listening Multiple Choice Interview · Ready for C2 Proficiency Workbook, Macmillan
You will hear part of a conversation between Joanna, an HR manager, and Duncan, a member of staff, about empathy. For questions 1–5, choose the answer (A, B, C or D) which fits best according to what you hear.
Why has Duncan come to Joanna's office?
to complain about an apparently inappropriate decision
to clarify the nature of his work
to enquire about the purpose of a course
to discuss what kind of training he requires
When dealing with disputes between employees, Joanna prioritises ...
ensuring both parties are satisfied with the outcome.
conducting research to uncover what really happened during the dispute.
identifying who is responsible for the underlying problems.
minimising the risk of similar issues arising again.
What technique does Joanna NOT use when attempting to understand Duncan's training needs?
responding positively to his opinions and expectations
explaining the hidden benefits of the training course
presenting her own understanding of his desires and requirements
using checking questions to obtain confirmation of her interpretations
What point does Joanna make about 'the dark side to empathy'?
You may experience it when you witness another person suffering.
It's easier to influence somebody whose emotional state you understand.
It typically involves emotional empathy without cognitive empathy.
It can be used to trick people into believing they have defeated you.
Why does Joanna avoid giving any examples of empathy techniques?
She believes empathy should never be used for manipulation.
She is reluctant to pre-empt the content of the training course.
She thinks Duncan is more likely to respond positively to his own ideas.
She is trying to sway Duncan into supporting her viewpoint.
Available as a free printable PDF worksheet with an optional answer key.
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