1) What is empathy? a) Empathy is telling someone you are sorry b) Empathy is sympathy c) It is when you recognize the emotion someone is experiencing and letting then know that you understand what they are going through 2) You must experience the same challenge as the customer to be able to express empathy. a) True b) False 3) Miss Nelson's purse was stolen with all her cards and money. Please choose the best empathy statement for her. a) I am sorry, I am going to restrict your cards b) Miss Nelson you must be terrified right now, what I can do is to put an urgent restriction on your cards c) I understand but be careful next time 4) Is practicing empathy a choice? a) No b) Yes 5) Which behaviour helps you to build a relationship with your customer? a) owning the issue b) signature response c) relating to the customer experience d) layered emotional concerns 6) Choose the odd word. a) feel b) recognize c) understand d) judge 7) Find the one that is not connected with empathy. a) communicate understanding b) see their world c) prepare fighting d) accept them 8) What is the main difference between empathy and sympathy? a) the first few letters b) empathy - feeling with others / feeling for others c) number of hugs 9) A way or ways to be empathetic with a customer. a) That is what I expect to happen in that situation b) Constantly interrupt the customer c) That is to picture yourself or a loved one calling for the same reason as the customer d) Repeat yourself until the customer agrees. 10) This statement shows empathy. a) I understand your frustration but there is nothing we can do b) It must be hard trying to stick to a budget. c) Don't plan ahead before signing to a service d) I understand your frustration, I try to stick to a budget at home as well. 11) It is easier to empathize with someone when which of the following conditions is true? a) When we have been in a similar situation b) When we know someone else that had the same situation c) When we are not familiar with the situation d) None of the options are true. 12) Which of the following statements is correct? a) Empathy can result in a deeper connection between the client and therapist to improve the working relationship b) Empathy can also be used in order to validate a person's feelings c) Showing empathy to a friend can improve the relationship between you and your friend. d) All options are correct. 13) What does care mean? a) Making sure we carry out instructions correctly. b) Always arriving at work on time. c) Supporting and looking after someone. 14) Why is care important? a) It helps to prevent and and manage suffering b) Because care makes the health facility functions well. c) Good care keeps the medical and nursuing 15) What does it mean to be kind? a) Not hurting people, especially those we do not like. b) Being friendly, welcoming and wanting to help. c) Always giving people what they want. 16) James called for his account balance and while building rapport he said he is not ok because his father died recently. Choose the most suitable response. a) Mr. James my condolences to you and your family and I hope with time you will be able to get through this difficult situation b) I am sorry c) I hope you feel better soon d) I apologise for the passing of your father 17) What are the three (3) types of empathy? a) Emotional b) psychology c) Empathetic Concern d) Cognitive e) physical f) There is only one type of empathy 18) Choose the odd one a) understanding b) sincerity c) listen d) bold e) genuine 19) Choose the best response for what is cognitive empathy? a) To understand your own perspective b) To understand from another's perspective c) To see the bigger picture 20) What is emotional empathy? a) understanding your own emotion b) understanding someone else's emotion c) unable to understand someone else's emotion d) To physically feel what another person feels 21) What is empathetic concern? a) It is the ability to sense what someone needs from you b) not knowing what someone needs from you  c) making yourself available d) Giving everyone what they need if it is destroying you

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