Empathy

Knows the difference between empathy (putting yourself in someone else’s shoes) versus sympathy (feeling sorry for/understanding what someone is going through) and knows when to use one approach or the other.
Connects with others by being a good listener, asking questions to help understand what the other person is feeling, being honest, and mirroring positive nonverbal communication to build trust.
Develops good relationships with people from different backgrounds and cultures by showing they are respected and valued.
When working with clients or customers, makes decisions based on client or customer needs and points of view, and asks how satisfied they are with the outcome.

Videos:

Self-Assessment of EMPATHY