Admissions Management: Empathy Map

January 12, 2021 | Assessment and Optimisation

Empathy is the ability to emotionally understand what other people feel, see things from their point of view, and imagine yourself in their place. Essentially, it is putting yourself in someone else’s position and feeling what they must be feeling.

  • Do you understand all of the feelings or thoughts that our residents, clients and family members are experiencing during their process of assessing which product or service suits them the best?
  • Does your marketing and promotional efforts reflect how you understand what is important to your potential resident, client and family member?
  • What channels are potential residents, clients and family members accessing to find the information?
  • What process and data are you referencing to continuously validate or challenge your sales, marketing and admissions strategy?

“Empathy doesn’t require that we have the exact same experiences as the person sharing their story with us . . . empathy is connecting with the emotion that someone is experiencing, not the event or the circumstance.”

Brene Brown.

What are the attributes of empathy?

Brene Brown the American professor, lecturer, author, and podcast host suggests the attributes of empathy are a complex set of skills including:

  • Be kind
  • Be curious
  • You don’t need to fix it or make people feel better
  • Connecting and listening is powerful 
  • Try to understand how the person is feeling (not how you might feel in the same situation)
  • Help people know that they are not alone in their feelings. Even if you’ve never had that experience, you might know the feeling
  • Let people know that you are grateful they shared with you

Check out the empathy map we use at Mirus Australia to facilitate client workshops to better understand why, when and how current process and systems support desired actions and results. 

You can download a copy here and please contact us for more information on facilitated workshops.