Training packages and descriptions

C&C Empathy Training have put together the ideal combination of sessions and training days to give your staff the best learning outcomes.

Firstly, we run a selection of courses detailed below at easy to reach locations throughout the UK.

Secondly, all our courses can be delivered in-house at your location, along with consultancy and faciliatation,to offer complete flexibility for your organisation.

Thirdly, Carolyn is an established, thought provoking keynote speaker and talks on many subjects surrounding authentic but reasoned empathy and emotional development. She can be booked to speak at your event and for your organisation on one of the subjects in the conference brochure below. Or Carolyn will work with you to fulfil your conference requirements. For more information, call Carolyn on 07541 798 949

A Journey Through Complaints Using Empathy

“Three out of four investigations by hospitals into complaints that patients suffered avoidable injury or death fail to identify serious failings in care, leaving distraught families in the dark.” Julie Mellor Parliamentary Health Ombudsman, Dec 2015

'Investigation teams must be comprised of staff who have the skills to apply the Duty of Candour compassionately, and the skills to support individuals at a time of complex bereavement' CQC Learning Accountability and Candour.

Description: A one-day course ideal for those working with families raising an initial concern or following the official complaints procedure. Delegates will develop the confidence to handle such conversations with reasoned empathy, aiding honest investigations and preventing prolonged psychological harm (Duty of Candour). This course can be adapted for non health and social care professionals.

 


Key Learning Outcomes:
  • Understanding a journey through complaints - observing hidden cues, reading and understanding 'emotional data'
  • Identifying and understanding empathic and emotionally focused thinking
  • How lack of empathy in one-on-one encounters has the potential to cause psychological harm
  • Understanding what gets in the way and develop, manage and optimise reasoned empathy in complaints
  • How to help achieve meaningful resolutions and reach a 'Safeguarded Personal Resolution' ® and learn lessons
  • Understand how to be more self-reflective and use these skills for personal well being, best practice and CPD appraisal

 

IDEAL FOR: Complaints Managers (healthcare and non healthcare sector), PALS and Patient experience teams, Lead Investigators and all healthcare and social care professionals aiming to improve how they reach meaningful resolutions.

A Journey Through Communication Using Empathy

“...tuning in to another person does more than give us an understanding of their view – it tells us how best to communicate with that person: what matters most to them, their models of the world...” Daniel Goleman

Description: A one-day course to develop a deeper level of communication to approach difficult and sensitive conversations with patients, families and other members of staff with empathy. Delegates will develop psychological understanding and essential skills to best communicate with compassion and confidence. The training includes self-awareness and reflection skills in line with the latest NMC revalidation requirements.

 


Key Learning Outcomes:
  • Who are we? Understanding therapeutic relationships in care
  • How to identify and understand emotionally focused thinking and practice
  • How lack of empathy in one-on-one encounters has the potential to cause psychological harm, how to respond to others using empathy
  • How to develop empathy- communicate at a deeper level
  • How to manage empathy to prevent burn out
  • Understand reflexive working and how to be use these skills for CPD & revalidation and measurement

 

IDEAL FOR: The course is ideal for induction training, student nurses, nurses, matrons, clinical staff, advocacy staff, receptionists and all frontline health and social care professionals.

Using Empathy and Emotional Development Conference Subjects

“Carolyn presented at the Health Education England: East Midlands Nurse Leadership summit in February 2015 and was an inspiration for all nurses present and reminded us of our unique role and responsibilities to our patients and their significant others.” Ruth Auton, Health Education England.

Description: Carolyn has been public speaking since 2006 about the emotional side of health and social care on many subjects, reaching audiences including government officials, medical and legal professionals, advocates, junior medics, complaints staff and members of the public. The basis of Carolyn presentations underpins the core of the LEED Communication Programme® Carolyn has had work and narratives published by the BMJ and the Open University and has trained FY1 Junior Doctors in emotional engagement. She has regular conference topics she presents but is happy to work with your organisation to provide the a tailor made presentation to suit your requirements.

 


Conference Speaking Topics
(see brochure for further details)
  • COMPLAINTS INVESTIGATION: The link between empathy and the Duty of Candour
  • COMPLAINTS HANDLING: Preventing Psychological Harm - Yellow and red will never make green
  • NURSE METRICS: Measuring Our Emotions at Work and providing a positive experience of care
  • INFORMATION GOVERNANCE: Human Verses Policy
  • PATIENT EXPERIENCE AND SAFETY: The value of listening with empathy​ and communicating with care​

 

IDEAL FOR: Complaints conferences, Nursing conferences, Nurse training, Information Governance conferences. Patient Safety/Experience conferences, Advocacy training.

A Journey Through Care Homes Using Empathy

“Patient satisfaction is critical to determining healthcare provider and institutional reputations. Medical professionals who communicate with empathy have higher patient satisfaction ratings.” (Riess, 2012)

Description: This one-day workshop will provide delegates with essential skills to understand & implement effective relationship focussed work. They will gain deeper understanding of loss within life, communication and the role empathy plays in this. Developing understanding of unconscious biases and behaviour to improve outcomes and deliver evident compassionate care. The workshop will explore human nature on an individual and larger scale and what we universally need and struggle with, developing skills to communicate existing empathic abilities and understanding what gets in the way.

 


Key Learning Outcomes:
  • Who are we? Understanding therapeutic relationships in care
  • How to identify and understand emotionally focused thinking and practice
  • How lack of empathy in one-on-one encounters has the potential to cause psychological harm, how to respond to others using empathy
  • How to develop empathy - communicate at a deeper level
  • How to use your new skills to develop the human connection and empower yourself to understand loss
  • How to manage empathy to prevent burn out
  • Understand reflexive working and how to be use these skills for CPD & revalidation and measurement

 

IDEAL FOR: Care home managers and frontline staff in health and social care.

A Journey in Leadership Using Empathy

A multitude of skills are required and one of the most important skills is empathy. The 2015 Global Empathy Index identified that the top 10 businesses (among 160), that had effectively empathic leaders and managers generated 50% more net income per employee, than the bottom 10 businesses.

Description: This one-day course examines, in a unique, thought provoking and human way, the important role empathy and emotional awarness plays in inclusive leadership, staff well-being and productivity, and what erodes it. Delegates will develop understanding of the psychology of emotionally focused thinking and outcomes and learn essential skills to understand and implement effective relationship focussed work, underpinned with empathy and emotional development.

 


Key Learning Outcomes:
  • Who are we? Understanding & developing the human connection
  • How to identify and understand emotionally focused thinking and practice and staff focused leadership
  • How lack of empathy in one-on-one encounters has the potential to cause psychological harm, how to respond to others using empathy
  • How to cultivate empathy and inclusive leadership- communicate at a deeper level
  • How to use your new skills to enhance the human connection and handle difficult conversations
  • How to manage empathy to prevent burn out and improve retention
  • Understand reflexive leadership and how to use these skills for staff well- being and productivity

 

IDEAL FOR: All those in leadership or management roles and want to improve their interactions skills and human connection skills with their workforce.

Training and Consultancy Options

All our courses and consultancy can be delivered in-house at your location with the following options available to offer complete flexibility for your organisation:

For further details, including bespoke packages, please email carolyn@cc-et.co.uk