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Test Differentiating affective responses

QUESTION 1: In the text, what characteristic distinguishes compassion from sympathy?

QUESTION 2: According to the text, how does a compassionate agent respond to lost luggage?

QUESTION 3: According to the text, what effect does empathy have on the relationship with the buyer?

QUESTION 4: What is the text’s main criticism of pity in service?

QUESTION 5: What difference does the summary highlight between compassion and sympathy?

QUESTION 6: According to the text, what does adopting an empathetic stance during a conflict achieve?

7th QUESTION: In the example of the luggage, how would a friendly agent react according to the text?

QUESTION 8: In the text, what does putting yourself in the other person’s shoes entail when practicing empathy?

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