Session 6 B

Tactical Empathy and the Ombuds Function

Time: Wednesday 12:40 PM –1:50 PM

Presenter(s): Amarah Khan, Conflict Resolution Officer City of Seattle – Learn more about this presenter by visiting the presenter page.

Level: Emerging


Empathy is the experience of understanding another person's thoughts, feelings, and condition from their point of view, rather than from one's own. Empathy facilitates pro-social or helping behaviors that come from within, rather than being forced, so that people behave in a more compassionate manner. Tactical empathy allows conflict management professionals to deliver authentic affirmation and care in response to each issue brought to their attention.

Learning Objectives

  1. Learn how to customize care.
  2. Understand applied techniques for listening and affirming.
  3. Learn from scenarios and role play how best to avoid making false promises.
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