Empathic AI Communication and Analysis

Overview

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.

Syllabus

Introduction

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.

Foundations of Empathic Communication with the LAER Framework

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.

AI-Powered Analysis and Quality Improvement

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.