Empathic AI Communication and Analysis

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

• Master techniques to turn difficult interactions into positive outcomes
• Learn LAER framework to enhance empathic communication and trust
• De-escalate conflicts using communication strategies
• Use ChatGPT to practice responses and analyze conversation sentiment
• Identify communication improvement areas through AI analysis
• Practice real scenarios to improve customer handling skills

• Basic computer and internet skills
• Ability to read English instructions and complete short activities