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Lacking Awareness

Not sure what to call this. Many people want to contribute to the well being of others but they are not aware of how empathy works.  Say will say something to try and help someone, for example, give advice. They have just not learned that the person really is just wanting or needing an empathic ear. So it's just a lack of experience or insight. They just never learned about empathy and how it works and it's benefits.