E
mpathy, which is the ability to understand the perspective of
others, constitutes the second area of emotional intelligence. Em-
pathy is characterized by three competencies:
1. Respectful listening, which is the ability to give careful and respect-
ful attention to others;
2. Feeling the impact on others, which is the ability to assess and de-
termine how situations as well as our words and actions affect
others; and
3. Service orientation, which is the desire to help others.
Competency 1: Respectful Listening
Empathy requires us to respectfully listen to others. Respectfully listen-
ing means that we’re listening with the purpose of understanding. ...