Leading with empathy - encouraging employees to act in a customer-oriented way

Führen mit Empathie – Mitarbeitende im kundenorientierten Handeln fördern
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Basics of leadership


Total time 80 minutes

This e⁠-⁠training introduces the relevance and benefits of empathic leadership. Participants will learn what empathy is, how to recognise emotions and how to communicate empathically. With the knowledge about different types of people and their motives, empathic action is strengthened.


Target group

  • Managers in the distribution of insurance products

Learning objectives

  • Understand how the demands on leadership are currently changing Understand what empathy means Recognise the benefits of acting empathetically towards staff and clients, but also the challenges associated with it

  • Reflect on one's own leadership style and how to deal with other people

  • Perceive other people better, empathise with them and be emotionally attuned to them.

  • Better understand other people and their communication, personality and motives for becoming more customer-centred

  • Acting more empathically and meeting people where they are at


Working in a team
Acting fairly and with integrity
Appreciating colleagues
Allowing for errors
Showing caution
Showing confidence

Authoring tool



Animated illustrative videos
Enacted scenes
Transfer tasks
Key messages
Knowledge Check
Interactive elements
Moderated video lectures
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