I would now like to discuss the feelings and thoughts I experienced at the time

I would now like to discuss the feelings and thoughts I experienced at the time. Before I gave Mrs R. her cup of tea, I approached her in a friendly manner and introduced myself; I tried to establish a good rapport with her because I wanted her to feel comfortable with me even though I was not a relative or family member. When I first asked Mrs R. if I could get her a cup of tea, she looked at me and replied, “I have asked the girl for a cup of tea, I don’t know where she is.” I answered “Well, I will see where she is and if I cannot find her, I will gladly get one for you Mrs R”. In doing this, I demonstrated emphatic listening. According to Wold (2004, p 13), emphatic listening is about the willingness to understand the other person, not just judging by appearance