GREAT empathy – How to challenge with empathy

A half-day session (face-to-face) or 90 minutes (virtual)

There are times when your people need to challenge their customer.

Not in a rude or disrespectful way, obviously, but in a way that helps the customer see a situation in a different light.

This session will help your people to challenge with tact and with empathy, protecting the relationship with their customer.


Participants will be able to:

  • Describe the balance between courage and consideration, with the focus on remaining empathic
  • Apply a strategy for empathic challenge, helping the customer see a new perspective
  • Show their customers they are acting in the customer’s best interests

Who should attend?

Anyone in a customer-facing role, especially where there is an element of challenge such as complaint handling or sales.


A highly interactive and practical session, using real scenarios that participants bring with them.

Delivered either as a face-to-face half-day session or as a 90-minute virtual session, as you prefer.

Workshop outline

1 Introduction

  • What is an empathic challenge?
  • Why we need to challenge customers

2 Explore and apply three strategies

  • Strike the balance – courage and consideration
  • Reveal a new perspective
  • Warmth + Competence = Trust

3 Conclusion

  • Review and reflect
  • Action plan
  • End on a high

To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!