C&C Empathy Training (CCET)
Works with individuals and organisations who want to bring a more empathic approach into their daily practice or workforce and improve culture and results.
Why incorporate empathy?
Have you ever wished for another to understand why you feel as you do? Have you ever wanted to understand others better and prevent harm? Do you want to improve your business culture or how you handle complaints and sensitive situations? Empathy and emotional awareness are key to building relationships, trust, improving productivity and honesty. Challenging thinking to create real authentic compassionate change.
Let's be realistic though...sometimes it's not that easy! This is where CCET can help you. Using a rare and thought provoking honesty, CCET's Founder Carolyn Cleveland motivates and inspires the use of emotional awareness and empathy. Taking people on a journey through complex emotions in an emotive, candid, yet humorous way. Using learning models unique to CCET, Carolyn makes empathy and emotional awareness leap out of the textbook to create a truly experiential learning experience to effect authentic change.
FREE RESOURCE FOR SUPPORTING STAFF
AND DIFFICULT CONVERSATIONS
"CCET's leadership day was amazing. What I learnt that day from Carolyn is invaluable to my role as PALS Officer for an NHS Trust. It gave me the opportunity to work with colleagues from other departments and discuss relevant issues and how they affect us. When listening to people we should show an interest, not be distracted and ask relevant questions being mindful not to interrupt. It also gave us the opportunity to think how we should and would like to deal with sometimes difficult situations in the future in an empathic nature. Carolyn's determination is outstanding and she demonstrates that being determined and staying strong, you can achieve your goals. Sometimes during some very traumatic times, when you feel like giving up you must stay calm, think why you are doing what you are and believe in yourself."
Gary Coles, PALS Officer, NHFT
"I can't thank you enough for the day, it had so much impact and I really enjoyed it. The session felt like a gift. My colleague and I talked at length the following day about how much we enjoyed it and the practical application of your session."
Thomas Kavanagh, OD Advisor, Talent & Organisational Development, Development and Engagement, Big Lottery Fund
“I just wanted to share with you the impact your session had Carolyn on those staff fortunate enough to attend. The feedback on the day was so positive and staff from clinical and non-clinical backgrounds talked about you being inspirational. Since the session, the head of patient experience and I shared the feedback. Also, I have also been in meetings where the day has been discussed and the individuals have been sharing their learning with colleagues. The staff describe how powerful they found it, in particular allowing them to recognise how important it is for them to be considering the impact of our ‘policy and processes’ and the ‘way we do things’
Staff talked about being ‘taught’ to write and respond and behave in the way that they do and the journey you took them on allowed them to reflect how this is received by our patients and their relatives. We have had discussion around how well intentioned policies such as the Duty of Candour applied in a non-compassionate way can have a detrimental impact.
My personal reflection is that we aimed the event at staff who were implementing these processes. We will be ensuring that at the future events we have planned we have more of a mix of those who design, write and oversee the implementation of our policies as this is key to giving our staff permission to behave in a compassionate way.
Tracy Ward, Head of Patient Safety. Leicestershire Partnership Trust
"I would highly recommend this course to anyone working in the Complaints sector. The information conveyed on the day was invaluable to gaining a deeper understanding of the role of empathy in dealing with complaints. It also helped elicit a desire to connect more fully with those offering feedback on the service, and really understand their story"
Maddie Bettess, Complaints Manager, Barchester Healthcare
As a trained and (previously) practising Family Liaison Officer, interviewer for serious and complex crimes, specialist interviewer for children and a SOIT (interviewer for victims of serious sexual offences), I didn't think there was much more I could learn about empathy and the power of getting communication right and the consequences of getting it wrong. I attended 'A Journey Through Complaints Using Empathy' led by Carolyn Cleveland had my knowledge and understanding around this multi-layered topic truly opened. A thought-provoking and relevant training programme for anyone in a complaints or governance role. I highly recommend this course.
Cheryl Saggers, Manager across law enforcement, the NHS and education
“I really enjoyed having Carolyn come in to present her own personal experience of empathy which resonated well with our teams. It was refreshing to not only hear from outside of our sector, but also from someone who lives and breathes the subject they are talking about. Our teams found the day valuable and took a lot away from the session to explore the role of empathy in their own areas.”
Lee O’Neill, Customer Experience Implementation Specialist, TUI