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The words “I” and “you” are essential in an empathy statement, as will
be highlighted later.
When you use personal pronouns (and especially “I” rather than a
more corporate “we”) the listener understands that you are
personally involved and interested in them as an individual. They feel
that you understand their situation and that you want to help them as
a priority.
Active Verbs
Compare: “This will be resolved by our team” with: “I will ask
our team to resolve this.”
The first version is anonymous, lacking personality and has no
underlying responsibility, whilst the second makes you believe
that there is a real person actively working to fix an issue, and
who might physically chase the team until it is done.
So, replace passive verbs with active verbs, which add a
sense of immediacy.
Authenticity
Be genuine, honest and be yourself. Reading standard phrases
without being authentic creates resentment and can increase
anger. It is more important to be natural, calm and positive than
to get the exact phrasing correct.