Pillar 2:

Understand Others

Exceptional service requires understanding the people you serve. These next seven habits focus on deepening your empathy and awareness of others, helping you to connect more meaningfully and respond to their needs with care and attention. By mastering these habits, you’ll create stronger relationships with customers and provide a more personalised service.
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About the Course

"Understand Others" is designed to help you develop the crucial skill of empathy in your personal and professional interactions. By learning to truly see, hear, and understand those around you, you can build stronger connections and foster a more inclusive environment.

This course will guide you through practical techniques to enhance your ability to empathise, helping you create meaningful relationships and deliver exceptional service.

The 7 habits that make up
Pillar 2: Understand Others

Use the slider to explore all 7 habits, and click the button to learn more about each one.

Habit #8

Put The Team First

Cultivating a deeper appreciation for your internal customer relationships and recognising the value of investing in your team.
Habit #9

Use Their Name

Recognising that remembering people’s names is a skill that improves with practice, much like any other attention-based task.
Habit #10

See Their World

Understanding that everyone carries a different worldview and learning the four steps to practice empathy.
Habit #11

Listen To Understand

Learning the two key barriers to effective listening and some tips to help you listen with the intent to truly understand.
Habit #12

Squint With Your Ears

Identifying what a good listener uses beyond hearing and understanding the power of effective paraphrasing.
Habit #13

Test Your Assumptions 

Developing greater awareness that we all make assumptions and practicing the skill of turning those assumptions into questions.
Habit #14

Ask Better Questions

Recognising the difference between closed and open questions and using this understanding to elevate your conversations.

What You'll Learn

The core principles of empathy and its impact on relationships.
Strategies for fostering a culture of empathy within teams.
Techniques for active listening to truly understand others.
Practical exercises to apply empathy in real-world scenarios.
How to recognise and overcome barriers to empathy.

Key Benefits

Deeper connections with customers and colleagues.

Build stronger, more meaningful relationships by truly understanding others’ perspectives and emotions.

Enhanced communication skills.

Improve your ability to listen and respond thoughtfully, leading to more effective and compassionate interactions.

Increased emotional intelligence.

Develop greater awareness of others’ feelings, which can enhance your emotional intelligence and improve teamwork.

Better conflict resolution.

Empathy helps you navigate and resolve conflicts more effectively by understanding the root causes of issues.
Ready to take the next step towards delivering personalised, empathetic service?
Enrol in 'Understand Others' today and master the habits that will help you build deeper connections, foster inclusion, and enhance every interaction.
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Frequently Asked Questions

Who should take this course?

This course is ideal for anyone looking to improve their interpersonal skills, whether in customer service, management, or personal relationships.

What resources will I need to participate in this course?

All you need is a computer or mobile device with internet access to participate in the course. We provide all the necessary materials, including readings, videos, and guided exercises. Optional: A quiet space for meditation and self-reflection can enhance your learning experience.

Do I need any prior experience or knowledge?

No prior experience or knowledge is necessary. This course is suitable for individuals at any stage of their personal development journey. The modules are designed to be accessible and beneficial to everyone, regardless of their background.

What if I fall behind or can't complete the course on time?

The course is self-paced, so you can learn at your own convenience. You will have lifetime access to all course materials, allowing you to revisit and complete the modules at your own pace. There's no pressure to finish within a specific timeframe.
Meet the Author

Jaquie Scammell

Customer Service Keynote Speaker | Author of Service Mindset and
Multi Award Winning Service Habits | Founder/CEO ServiceQ
In 2012, I left my corporate career to follow a more intentional and purposeful path. I made a vow to myself: I took on the task of understanding how to first serve myself to better serve others.

I started this business to remind people how simple serving others can be and that service always starts with you. When you feel well, cared for, and valued, you naturally bring this into your relationships with others.
Patrick Jones - Course author

Get in touch

  • Suite 1, Level 9, 350 Collins Street, Melbourne, Victoria, Australia 3000
  • hello@serviceq.co
  • +61 431 133 904

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