所谓同理心,是指能够放下自己的立场,设身处地地理解他人的情绪,感同身受地体会身边人的处境及感受,并采取合适的方式对这种需要进行有效回应。作为一种人与人之间交往的艺术,在企业尤其是邮政这种劳动密集型企业的日常经营、服务和管理工作中,同理心扮演着重要的角色。对客户和员工情绪、感受及需要的充分认知,不仅可以促使基层邮政各项工作顺利地开展,还能够帮助 The so-called empathy means that you can put aside your own position, put yourself in a position to understand the emotions of others, experience the situation and feelings of the people around you, and take appropriate measures to respond effectively to such needs. As an art of association between people, Empathy plays an important role in the day-to-day management, service and management of enterprises, especially postal labor-intensive enterprises. A full understanding of the emotions, feelings and needs of our customers and employees will not only facilitate the smooth implementation of various postal postal work, but also help