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Empathy training for service employees: A mixed-methods systematic review
Mathieu Lajante1, Marzia Del Prete2, Beatrice Sasseville3
1The emoLab, Ted Rogers School of Management, Toronto Metropolitan University, Toronto, Ontario, Canada.
Plos One
|August 14, 2023
Summary
This systematic review synthesizes empathy training programs for service employees, finding four key skills: communication, relationship building, emotional resilience, and counseling. While current research focuses on healthcare, these skills are transferable to other service sectors.
Area of Science:
- Service research
- Organizational psychology
- Healthcare management
Background:
- Empathy training is increasingly demanded in service industries.
- Systematic review of empirical papers on empathy training programs in service domains.
- Focus on effectiveness in service quality, employee well-being, and user satisfaction.
Approach:
- Mixed-methods systematic review of 44 studies (2009-2022).
- Searched health, business, education, and psychology databases.
- Data-based convergent synthesis design using the Mixed-Method Assessment Tool.
Key Points:
- Nearly 50% of studies lacked an empathy definition.
- Four core empathic competencies identified: communication, relationship building, emotional resilience, counseling.
- Training predominantly in face-to-face, group settings within health services (physicians, nurses).
Conclusions:
- Identified empathic skills are transferable beyond healthcare to sectors like business.
- Highlights research gaps and limitations in current empirical research.
- Proposes a research agenda for future empathy training in service settings.
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