https://www.communicationbybeata.com/articlesandvideos daily 0.75 2025-04-17 https://www.communicationbybeata.com/articlesandvideos/empathy-understanding-and-listening-in-interactions-with-neurodivergent-customers monthly 0.5 2025-02-05 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/43cd98ed-722e-470d-9cee-0f5e202f3c2f/25+02+04+ND+article+title+page+-+white.png Articles + Videos - Empathy, Understanding, and Listening in Interactions with Neurodivergent Customers “Sensory differences between individuals often result in misunderstanding and misperceptions. This may lead to ineffective communication between frontline staff and customers. Organizations can improve customer communication by improving empathy toward the customers through 1) increased awareness, knowledge, and understanding of sensory differences and 2) active and reflective listening.” Check out my peer-reviewed article in Listening in Education and Training. https://www.communicationbybeata.com/articlesandvideos/what-is-individual-first-language-how-to-effectively-communicate-with-each-and-every-customer monthly 0.5 2025-04-17 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/213152e7-1bec-4e64-9799-101ced7ffb67/AdobeStock_529376743.png Articles + Videos - What is Individual-First Language? How to Effectively Communicate with Each and Every Customer. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/1b9e2f53-1918-45fe-80af-f02eda22ed12/25+04+16+diverse+customers+groups+percentages.png Articles + Videos - What is Individual-First Language? How to Effectively Communicate with Each and Every Customer. - Customers who benefit most from individual-first language constitute a large percentage of Americans. Neurodivergent individuals account for more than 20 percent of the population, persons with disabilities — 29 percent (of adults), older adults — 17 percent, and customers who don’t speak English fluently — 9 percent. Please see the Data References below for more details. https://www.communicationbybeata.com/articlesandvideos/your-customers-are-neurodiverse-businesses-may-be-overlooking-the-needs-of-30-of-their-customers monthly 0.5 2025-04-17 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/4c40ff2b-eb3e-4243-aac7-3963e66ecc2a/24+10+24+experience+and+perceive+the+world.png Articles + Videos - Your Customers Are Neurodiverse! Businesses May Be Overlooking the Needs of More Than 20% of Their Customers. - We are neurodiverse! Human brains function in many different ways. There are significant neurological differences between us. As a result, we experience and perceive the world in our unique ways. We also have different talents, strengths, challenges, and needs. https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/f6be7c1f-b6f9-4da7-9f3a-ce7447faef7b/25+01+04+calculator+pic_edited_edited_edited.jpg Articles + Videos - Your Customers Are Neurodiverse! Businesses May Be Overlooking the Needs of More Than 20% of Their Customers. - What is the actual number of neurodivergent individuals in our customer markets? It is definitely higher than the 15–20 percent suggested by the U.S. government agencies and other organizations. https://www.communicationbybeata.com/articlesandvideos/facial-expressions-and-gestures-do-they-boost-empathy-or-contribute-to-misunderstandings monthly 0.5 2024-10-04 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/069dba48-1a61-4985-8be2-ffe50759338c/24+09+19+facial+expressions+collage.png Articles + Videos - Facial Expressions and Gestures. Do They Boost Empathy or Contribute to Misunderstandings? Do facial expressions and gestures boost empathy or contribute to misunderstandings? https://www.communicationbybeata.com/articlesandvideos/helping-others-from-empathy-through-compassion-to-altruism monthly 0.5 2024-11-11 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/e06e6010-2a92-42d7-b5b5-55217411ff32/24+09+30+helping+others+post.png Articles + Videos - Helping Others: From Empathy through Compassion to Altruism. - What is the difference between empathy, compassion, and altruism? These are not distinct concepts. Instead, they’re three components of the same process: helping or serving others. https://www.communicationbybeata.com/articlesandvideos/what-is-empathy-connect-imagine-learn-listen-and-understand monthly 0.5 2024-10-16 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/0b2f0820-14a2-4754-b635-e00c785ed2da/24+10+15+what+is+empathy+graphic.png Articles + Videos - What is Empathy? Connect, Imagine, Learn, Listen, and Understand. - What is empathy? The concept of empathy has been studied by psychologists, biologists, neuroscientists, philosophers, communication scholars, and even marketing experts. There are many definitions and forms of empathy, even within specific academic fields and industries. There is basically no consensus on what empathy is. When scholars or professionals talk about empathy, they often start by defining it. Instead of selecting just one definition, let’s discuss different forms of empathy and their effectiveness. https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/40bdad94-a445-4713-8eef-565c6e1a7f2f/Chmurka+i+ja+1-cropped.png Articles + Videos - What is Empathy? Connect, Imagine, Learn, Listen, and Understand. And it’s not limited to humans. We feel the same emotional connection with other mammals with whom we share our homes. Our dogs and cats are also affected by our emotions, and we are affected by theirs. Sometimes, it’s difficult for our pets to distinguish between their emotions and ours. https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/3d93dd84-5442-4e1a-b823-e7fa9f5a0ee8/24+09+15+what+is+empathy+-differences+graphic.png Articles + Videos - What is Empathy? Connect, Imagine, Learn, Listen, and Understand. Learn about Differences First, learn about the differences between us and that person — the uniqueness of each and every one of us. We shouldn’t assume that other people will react the same way we do in a specific situation. We have different talents, strengths, challenges, sensitivities, needs, and personalities. Something that is easy to do and enjoyable for us might be difficult and unpleasant for another person. Basically, there are significant neurological, cultural, and personality differences across human beings. Listen to Understand Second, listen to the other person and learn about their stories and experiences, their issues and needs. This simple recipe for effective empathy can be summed up in three words: Listen to understand! By listening to others, we can truly understand the way they experience and perceive the world. And we can then better communicate with our loved ones, friends, neighbors, coworkers, and customers and build successful relationships with them. https://www.communicationbybeata.com/articlesandvideos/communicate-with-your-customers-using-plain-english monthly 0.5 2023-02-26 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/f2f679d8-eacb-40c1-96da-76a2bc2f3c16/AdobeStock_428941913-keyboard+and+lightbulbs-22+12+29.jpeg Articles + Videos - Communicate with your customers using plain language Plain language = communication your customers or employees can understand the first time they read or hear it. What are the results of using plain English in your customer communication? Fewer irate or frustrated clients, fewer customer service failures, and no need for your customers to contact your call center. How to write an email or text in plain language? Tip #1: Avoid jargon, legal or technical terminology, and abbreviations. Keep in mind that your customers may not be familiar with your organization's internal procedures and terminology. For example, every property manager knows what "reasonable accommodation" is, but not every person shopping for an apartment is familiar with this term. Use common, everyday words. Provide definitions and examples when using industry-specific terms. https://www.communicationbybeata.com/articlesandvideos/call-center-agents-often-interact-with-customers-who-experienced-issues-and-service-failures-at-other-touchpoints monthly 0.5 2024-09-29 https://images.squarespace-cdn.com/content/v1/62bb3226572c697e4a384b6b/adb9ded4-f8ab-4df3-abc7-02ce4cb479e5/AdobeStock_432435136+%281%29.jpeg Articles + Videos - Call center agents interact with customers who had experienced service failures at other touchpoints Call center agents often interact with customers who have experienced issues and service failures at other touchpoints, are angry and frustrated, and are in crisis. "The emergence of digital self-help channels has made matters worse for contact centers. Customers can turn to online or chat channels to solve easy problems, leaving the thorniest requests for the contact center." 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