Practice Empathic Feedback

Overview

Feedback is only useful if people can hear it. Yet most managers either avoid difficult conversations entirely or deliver them in ways that trigger defensiveness—neither approach changes behavior.

You'll apply your understanding of why empathic communication improves feedback outcomes by exploring the research on how the brain processes criticism and what makes people open to change. You'll apply the SBI (Situation-Behavior-Impact) model to structure feedback that separates observable behavior from judgment, making conversations specific, fair, and actionable.

Using AI tools like ChatGPT or Claude, you'll practice drafting and refining SBI-formatted feedback messages—then learn to verify that AI-generated language matches your intended tone and context. Through realistic role plays where you coach a manager through a feedback failure and deliver difficult feedback to a valued team member, you'll practice these skills in high-stakes scenarios.

Designed for people managers, HR professionals, and team leads. No prerequisites required.

Access to free ChatGPT or Claude recommended.

Syllabus

• Why Empathy Matters in Feedback Conversations
In this module, you'll explore why well-intentioned feedback often fails to land and discover the research connecting empathy, trust, and behavior change. You'll begin applying empathic techniques to reframe how you deliver difficult messages.
• Applying the SBI Model for Constructive Feedback
Explore how AI tools like ChatGPT and Claude can draft SBI-formatted feedback messages — and why human review is essential. You'll gain insight into how to verify that AI-generated tone and language match your intended impact. IVQ Theme: AI-assisted feedback drafting and verification

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Taught by

Coursera Support and Ritesh Vajariya

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Subjects

Artificial Intelligence