Competency Details ( Empathy )

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Financial Skills Framework

Skills Dictionary

Empathy

skill Behavioral Competency

Understanding and sharing the feelings of others, demonstrating compassion and sensitivity. Builds strong interpersonal relationships by actively listening and responding to the emotional needs of colleagues, clients, and stakeholders.

Skill Code: B011

Level 1

Listens attentively to others. Shows basic understanding of others’ emotions and perspectives. Responds with care and concern when needed.

Level 2

Recognizes emotional cues in others and adjusts responses accordingly. Validates the feelings and concerns of others, showing active interest. Provides support in emotionally charged situations.

Level 3

Actively listens and asks questions to understand others’ emotional perspectives. Balances empathy with problem-solving, offering assistance where needed. Demonstrates patience and openness when managing interpersonal challenges.

Level 4

Coaches others on empathetic communication techniques. Effectively manages team dynamics by acknowledging and addressing emotional needs. Encourages a culture of empathy in the organization, promoting emotional intelligence in decision-making.

Level 5

Creates frameworks to integrate empathy into leadership, client engagement, and organizational practices. Leads by example in creating an emotionally supportive and understanding work environment. Advocates for policies and practices that consider the emotional well-being of all stakeholders.