Description:
This one day session of experiential learning not only identifies what empathy is but enables those attending to ‘feel’ empathy, analyse it and understand it on a deeper level, to understand WHY it is so important working within healthcare complaints, but also for culture and personal self care.
The session will take empathy out of the text book and into real life as delegates go on a journey of empathy and emotional awareness and the importance of both these things when working within complaints/SI’s and vulnerable people in the process.
Key learning outcomes:
• Understand, feel, analyse and explore the presence and absence of empathy, individually and culturally, developing understanding of the impact of being listened to or not within a healthcare complaint and SI.
• Seeing perspectives, the fuller picture, and understanding emotional motivations within behaviour and behind a complaint and how easily we all see things differently.
• Learn how the ‘funnel of life’ can impact on our empathic communication and our own resilience, and how our emotions influence us, and impact on others.
• Build confidence in knowing what empathy is and what it isn’t, to be skilled to use it in a reasoned way, but create the optimum mindset for a personalised approach to responding to a complaint.
• Identify and explore the difference between empathy, sympathy and apathy in challenging situations.
• Explore and analyse biases and judgments and recognise how lack of empathy and biases in one-on one encounters has the potential to cause psychological harm. Understand that concept of Safeguarded Personal Resolution (SPR ®)
Those attending will have the opportunity, in a safe and supportive learning environment, to examine how we all view things differently, exploring how our own biases and frameworks can get in the way of empathic communication. At the same time recognising the importance of personal well being, development and self compassion in this process.
Using emotive and thought provoking material, yet balanced with the science of empathy and all important humour, the real impact of empathy, or lack of it, will be explored. Supporting staff to nurture their own existing empathic attributes, and build confidence in developing awareness of how they can enhance this outlook and communicate empathy.