THE NEXT WORDSA learning prototype by Kevin Reque

EMPATHY IN PRACTICE / 01

Someone needs to feel heard.
What do you say next?

One conversation. Your own words.
A chance to try again.

Listen, respond, then send your words to hear what the caller says next.

01

Hear the concern

START HERE · Listen or read

You’re a claims representative. A caller has described a car accident and an urgent care visit. They pause, then say:

Your response 1 of 3

“The doctor says I need to stay off work for a few days. I drive for a living. If I’m not driving, I’m not getting paid. I’ve got rent coming up, and I don’t know what I’m supposed to do.”

Recorded voice · Select play to listen

Finish listening or select the button above to unlock Step 2.

YOUR TASK

Respond to what matters to them right now. Keep it to two or three sentences, just as you would on a call.

What makes a useful response?
  • Recognize the concern

    Notice the worry about missed income and rent, beyond the injury.

  • Acknowledge without minimizing

    Respond to that worry naturally, without telling the caller how to feel.

  • Keep the conversation open

    Ask a relevant question or give space before moving into the process.

  • Stay accurate

    Avoid guarantees about coverage, payment, or recovery.

Fictional practice scenario · No coverage decision required

02

Find your words

Attempt 1

First, hear their concern.

Listen to the caller or confirm you’ve read their words in Step 1.

Then it’s your turn.
04

Coaching for your next try

Your response will guide the feedback.
Look for one thing to keep and one thing to change.