Empathy, Understanding, and Listening in Interactions with Neurodivergent Customers

“Sensory differences between individuals often result in misunderstanding and misperceptions. This may lead to ineffective communication between frontline staff and customers.

Organizations can improve customer communication by improving empathy toward the customers through 1) increased awareness, knowledge, and understanding of sensory differences and 2) active and reflective listening.”

Check out my peer-reviewed article in Listening in Education and Training.