Recently I was sharing a problem with a good friend over text. Not only did he respond right away, which I didn’t expect because it was late his time (he lives in a different timezone), but he was very thoughtful in his reply. Some things he did that made me feel better:
I later realized that he had woken up midway through the night and saw my message, and seeing that I was in need, chose to respond rather than return to sleep. Our conversation ended up being over an hour long. Needless to say, I was very thankful and later texted him, “Thanks X. I really appreciate having you as a friend. 🙂 “
Empathy is the ability to understand and share the feelings of another person. Having the ability to put yourself in other’s shoes, and to relate and understand where they are coming from, even if you have not been in the situation before.
It goes without saying that being empathetic is an important skill. I have shared personal problems with friends before but got replies that made me feel worse, and made me deeply regret sharing my problem. I have also made casual remarks that people would pick up, which later turned into heartfelt conversations, like with my good friend above.
When you are empathetic towards others, you help them feel better about themselves. You let them know that they are not alone in their problems. You also strengthen your relationship with the person, because when you seek to share the feelings of the other, you allow thoughts and emotions to flow between the both of you.
So how can we be more empathetic? Here are 8 tips to be empathetic to our friends, colleagues and family.
On the other hand, when you brush off or dismiss that emotion (e.g. “Relax,” “What’s the big deal?”), or you try to avoid the topic or say something irrelevant, you are not acknowledging — or respecting — their feelings. Think about emotions as the connecting point in a conversation. How you respond to an emotion is central to whether the person continues to share or closes off. When someone expresses an emotion, like “I’m sad,” “I’m angry,” or “I’m frustrated,” acknowledge the emotion. For example: “I’m so sorry that you are feeling this,” “This must be really frustrating,” or “What happened?”
For example, say your friend confides to you that she just broke up with her long-term boyfriend. Asking questions like, “What happened?”, “Are you okay?” or “Why did you guys break up?” can help her open up. It also tells her that you want to hear more. On the other hand, giving nondescript remarks like, “I see, hope you can move on,” or “Breaking up is normal,” or “Rest well and take a break” are not only unhelpful, but shuts them from opening up further.
This is where mirroring comes in. Mirroring means to imitate someone’s nonverbal signals — gesture, speech pattern, or attitude — to build rapport. In my opinion, NLP practitioners have made a bad rep out of mirroring. They teach people to replicate a person’s mannerisms from head to toe. But this misses the point — mirroring is about connecting authentically with others. The goal is not to “copy” someone’s mannerisms blindly, but to use it to build rapport.
For example, if your friend shares a personal fact, reciprocate by sharing a personal fact of your own (if relevant). If they make eye contact, reciprocate by giving eye contact. If they look away, look away and give them some private space. Don’t copy every aspect of their body language without thought. Instead, adjust your behavior to match their tone and vibe.
For example: Someone tells you he just got retrenched. You reply, “I see. Hope you can get a job soon.” What’s wrong with this? Firstly, the person just got retrenched, so he’s likely feeling hurt and depressed. The more empathetic thing to do is to understand how he is feeling first. Secondly, the person may be retrenched because the job market is bad. Saying “Hope you can get a job soon” can feel like you’re rubbing salt into a wound, because it reminds them of the uncertainty ahead.
What will help is to (a) connect the person based on their current emotional state, and (b) move them forward with forwarding questions. In the retrenchment example, a good way to approach the conversation will be asking the following questions, in this order: “I’m so sorry to hear that. What happened?” → “How are you feeling now?” → “What are your plans?” → (and if he wants to look for a job soon) → “What kind of jobs are you looking for?” Insert other questions in between, depending on the exchange.
Another example: Someone just ended a long-term relationship. Saying “Cheer up and be happy” right away is insensitive as it downplays the person’s pain. Instead, ask questions like “How are you feeling?”, “Are you okay?”, “What happened?”, or “Do you want to talk?” to move them out of their pain. While you may have good intentions in telling the person to be happy, it doesn’t help as you are not acknowledging their pain. It’s the same as denying their emotion and trying to tell them that their pain is not real, or not justified. Put yourself in the person’s shoes and imagine how they feel (tip #1). Pace and match the person’s emotional state, rather than trying to rush the conversation to a specific end point.
