Empathic AI Communication and Analysis

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Empathic AI Communication and Analysis

This course is part of multiple programs.

Instructor: John Whitworth

Included with

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4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

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There are 4 modules in this course

You'll learn the LAER framework (Listen, Acknowledge, Explore, Respond)—a structured approach to empathic communication that builds trust and de-escalates conflict. You'll discover how to use ChatGPT to practice responses, analyze conversation sentiment, and identify improvement areas. Through realistic role plays and coach dialogues, you'll practice handling frustrated customers, conduct AI-assisted conversation analysis, and complete quality assessments. Most importantly, you'll develop judgment for when to follow AI suggestions versus trusting your own read. By course completion, you'll confidently apply empathic techniques, use AI tools critically for conversation analysis, and drive ongoing improvement. Essential skills for any customer-facing role in an AI-augmented workplace.

Transform your customer communication skills by combining proven empathy frameworks with AI tools like ChatGPT and Claude. Whether you're in customer support, client services, or any people-facing role, you'll master techniques that turn difficult interactions into positive outcomes. You'll learn the LAER framework (Listen, Acknowledge, Explore, Respond)—a structured approach to empathic communication that builds trust and de-escalates conflict. You'll discover how to use ChatGPT to practice responses, analyze conversation sentiment, and identify improvement areas. Through realistic role plays and coach dialogues, you'll practice handling frustrated customers, conduct AI-assisted conversation analysis, and complete quality assessments. Most importantly, you'll develop judgment for when to follow AI suggestions versus trusting your own read. By course completion, you'll confidently apply empathic techniques, use AI tools critically for conversation analysis, and drive ongoing improvement. Essential skills for any customer-facing role in an AI-augmented workplace.

What's included

1 video

Learn to apply the LAER framework (Listen, Acknowledge, Explore, Respond) and practice generating empathic responses with ChatGPT. Discover why structured empathy outperforms improvised approaches and master the AI-assisted practice workflow.

What's included

3 videos1 reading

Master AI-assisted sentiment analysis to evaluate conversation effectiveness, and learn to conduct quality assessments that transform individual interactions into organizational learning. Use ChatGPT/Claude to extract actionable insights and document improvement recommendations.

What's included

2 videos1 reading

What's included

1 video1 reading1 assignment

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Instructor

John Whitworth

29 Courses2,844 learners

Offered by

Coursera

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