Empathy Competencies and Behaviors in Professional Communication Interactions: Self Versus Client Assessments

IF 1.4 Q2 COMMUNICATION

Business and Professional Communication Quarterly Pub Date : 2023-01-03 DOI:10.1177/23294906221137569

Melissa Fuller, M. D. de Jong, Elanor Kamans, Marca Wolfensberger, M. van Vuuren

引用次数: 0

Abstract

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.

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职业沟通互动中的移情能力和行为：自我与客户评估

同理心是沟通专业人士的一项重要能力。本文研究了移情在教育环境中的两个方面：自我与他人评估的有效性和移情在交际行为中的表现。沟通专业的学生在与两位客户的讨论中扮演中介角色，他们的同理心通过自我评分和客户评估来衡量。对评分最高和最低的学生的视频进行分析，以确定与移情相关的行为。自我评价的同理心和客户的评价之间没有相关性。几种言语和非言语行为与同理心相对应：肢体语言、提问的另一种取向、转述和解决方案取向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Business and Professional Communication Quarterly COMMUNICATION-

CiteScore

2.40

自引率

38.50%

发文量

期刊介绍： Business and Professional Communication Quarterly is the only refereed journal devoted to research that advances the teaching of communication in the workplace. The journal aims to present the many interdisciplinary, international, and organizational perspectives that characterize the field and specifically to publish research that advances knowledge about business and professional communication pedagogy and praxis in both academic and workplace settings, including technical and scientific communication, rhetoric, program design and assessment, the impact of technology, sustainability, global and multicultural issues, nonprofit communication, and best practices. As an interdisciplinary journal, BPCQ welcomes manuscripts that address a variety of theoretical, applied, and practical approaches and topics in the teaching and praxis of business, corporate, organizational, professional, or technical communication, including qualitative and quantitative research on classroom teaching or assessment, case studies of specific classroom techniques, reports on strategies for program development, innovative assignments or methodologies, and reviews of scholarship relevant to business and professional communication pedagogy. BPCQ especially welcomes manuscripts that address the principles of SoTL (scholarship of teaching and learning). BPCQ also publishes articles on a particular theme, for which a call may be announced on the ABC website: http://www.businesscommunication.org. Information on submitting book reviews can be found at http://www.montclair.edu/cwe/bcq