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Texts, terms, and perspectives related to empathy in a counseling context—explained in an understandable way and backed up by scientific sources.

Our understanding of empathy

Empathy means perceiving, understanding, and responding to other people's feelings and thoughts. 

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Empathy can be trained

Empathy is important for good counseling: it builds trust, can motivate clients, and helps to break down prejudices (Klonek et al., 2020; Lambert & Barley, 2001; Ritter et al., 2002). That is why research has been conducted for many years to determine whether empathy can be specifically promoted.

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Empathy at the job center

At the job center, employees and clients often encounter challenging situations. Discussions are embedded in bureaucratic structures and often take place under pressure—whether due to stressful life situations, language barriers, or differing expectations (Hiller/Zillmer-Tantan 2021, Terpe 2011, Heidig et al. 2015). Empathy can be a key bridge here (Rübner/Weber 2021, Tountopoulou et al. 2019). 

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Labor market integration in Germany

In Germany, labor market integration is a central component of job placement. The aim is to bring job seekers and employers together and to offer appropriate support measures when obstacles arise.

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Glossary

Empathy

The ability to understand other people's feelings and perspectives. At the job center, empathy helps to build trusting relationships with clients.

Sources: Batson et al., 2002; Rübner & Weber, 2021

Cognitive empathy / perspective taking

The ability to understand another person's point of view or perspective without losing the necessary professional distance.

Sources: Batson et al., 2002; Cuff et al., 2016

 Affective empathy / compassion

Empathizing with the emotions of others. In the job center context, affective empathy helps employees recognize emotional stress and defuse critical situations.

Source: Batson et al., 2002, Rübner & Weber, 2021

Empathy guides

Interculturally sensitive and trained teenagers and young adults who engage in conversation with job coaches/integration specialists and exchange perspectives on critical situations in counseling sessions. 

Job coach / integration specialist

Specialists at the job center who advise job seekers, draw up support plans, and assist with professional integration. They also conduct integration interviews and coordinate individual measures.

Source: Federal Employment Agency, 2025

Job center

Public institutions that support people in need of assistance who are capable of working, provide benefits in accordance with SGB II, and coordinate integration measures. Job centers work closely with the Federal Employment Agency, local authorities, and educational institutions.

Source: SGB II, Federal Employment Agency, 2025

Integration interview

Structured consultation between job coach and client in which career goals, measures, obstacles, and support options are discussed and documented.

Source: Federal Employment Agency, 2025

Labor market integration

The process of integrating job seekers into the labor market on a long-term basis. This includes counseling, training, placement, and follow-up support.

Source: Rübner & Weber, 2021; Federal Employment Agency, 2025

Case manager

Specialists who provide support to clients in particularly complex life situations. They offer holistic, employment-oriented counseling, take individual circumstances into account, and coordinate the necessary support measures.

Source: Federal Employment Agency, 2025

Integration plan / cooperation plan

An individually tailored plan that sets out goals, measures, and steps for labor market integration. It is regularly reviewed and adjusted.

Source: Federal Employment Agency, 2025

 Bibliography