Episode Description:

In this episode of Everyday Learning, Michelle and Kaiz focus on one of the most practical service skills of all the words we use when showing empathy.

Empathy is not only a mindset. It is expressed through language. Even with good intentions, the wrong phrase can escalate a situation. Words like “calm down” may seem harmless, but they can unintentionally dismiss how someone feels. In service, what you say matters as much as how you feel.

Michelle and Kaiz break down what makes an empathy statement effective. A strong empathy response acknowledges the feeling, takes ownership on behalf of the brand, and offers a clear path forward. When spoken well, empathy lowers tension, builds trust, and helps resolve issues faster.

Today’s Mantra:

“Empathy, when spoken well, builds trust.”

Exercise for Frontliners:

Practice one empathy phrase out loud until it feels natural. Try saying, “That sounds very frustrating,” or “Thank you for your patience while we sort this out.” Repetition builds confidence and calm delivery under pressure.

Manager Reflection:

Leaders, create a short list of approved empathy phrases for your team. Display them in staff areas and practice them regularly. When teams share a common language for empathy, responses become consistent, professional, and reassuring.

Listen, reflect, and share this episode with someone who serves with heart.