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Test Compassion as a central service tool

QUESTION 1: What is the main difference the text establishes between pity and compassion?

QUESTION 2: According to the text, what does it mean to put yourself in the other person’s emotional shoes?

QUESTION 3: What is one action that distinguishes a compassionate worker according to the text?

QUESTION 4: What effect does applying compassion have on daily operations?

QUESTION 5: According to the text, what is the consumer usually seeking behind an angry complaint?

QUESTION 6: What does the compassionate quality eliminate in the worker-user relationship?

QUESTION 7: According to the summary, distinguishing between pity and compassion ensures what kind of interactions?

QUESTION 8: According to the text, what immediately restores institutional trust?

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