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Empathy and sympathy are often mixed up, but they're totally different emotions. A psychotherapist explains the key differences between the two reactions:
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Empathic concern is often confused with empathy. To empathize is to respond to another's perceived emotional state by experiencing feeling of a similar sort. Empathic concern or sympathy includes not only empathizing, but also having a positive regard or a non-fleeting concern for the other person. [2]
Compassion fade is the tendency of people to experience a decrease in empathy as the number of people in need of aid increases. The term was coined by psychologist Paul Slovic. [ 39 ] It is a type of cognitive bias that people use to justify their decision to help or not to help, and to ignore certain information. [ 40 ]
For Hume, and for fellow sympathy-theorist Adam Smith, the term "sympathy" is meant to capture much more than concern for the suffering of others. Sympathy, for Hume, is a principle for the communication and sharing of sentiments, both positive and negative. In this sense, it is akin to what contemporary psychologists and philosophers call empathy.
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Research has shown that the emotional state of the customer is directly influenced by the emotions displayed by the employee/service provider via emotional contagion. [23] But this influence depends on authenticity of the employee's emotional display, such that if the employee is only surface-acting, the contagion is poor, in which case the ...