chapter  10
Developing empathy
ByMike Robson, Ciarán Beary
Pages 9

For the facilitator role to be effective a good and trusting relationship has to be developed with the customer. In fact this needs to be more than just relating to each other well; facilitators have to be able to understand the minds of their customers and to see things through their eyes. Many people would claim that such relationships are based on 'chemistry', and that therefore they cannot be created, they are either there or not. This is very far from the truth: there are many skills that people can develop that will help them to build such relationships with any and all of their customers. Though obvious it is not always easy to put into practice, especially as many people are a little cautious about the facilitator at the outset mainly because it is new and an unknown quantity.