C&C Empathy Training (CCET)
Works with individuals and organisations who want to bring a more empathic and compassionate approach into their daily practice or workforce and improve culture and results with their unique empathy and well-being courses.
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, compassionately engage and prevent harm? Do you want to improve your organisational culture or how you handle complaints, vulnerability 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, civility, psychological safety and a just and learning culture.
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, compassionate engagement and emotional awareness leap out of the textbook to create a truly experiential learning experience to effect authentic change.
NHS Resolutions Annual Report and accounts 2022/23:
An estimated £4.6 billion has been saved for the taxpayer as more cases are resolved without payment of damages [...] This positive, less adversarial approach, involves diverse and more empathetic methods of resolving compensation claims. Read more
Counsel magazine article - 'Client empathy - upskilling safely'
Carolyn Cleveland - Founder of C&C Empathy Training Ltd, who has been involved in the past with coroner and coroner’s officer training, has recently published an article in Counsel magazine (May 2023 edition) on this interesting topic. It has also been highlighted in the Chief Coroners National Coroner's newsletter. If you would like to read the original article, here is the link
The charity that CCET is supporting Autumn 2023 is Winston's Wish This charity has been close to the Carolyn Cleveland's heart (founder of CCET) for many years. It works and supports children and families who have had a bereavement, supporting all involved including schools.
"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
Stockport Homes is committed to providing exceptional customer care and recognises that sometimes officers can get caught up in the day-to-day stresses and pressures of working life which can in turn effect how we engage with customers who contact us for help. As Head of Service for a team dealing with complex complaints of antisocial behaviour (ASB) I wanted to find an empathy trainer who could help us recalibrate and refocus our approach to handling complaints and reports of ASB with empathy. The training from Carolyn did exactly what we needed it to. The training was thought provoking, heartfelt, emotional, and personal and took those in attendance on a real journey of understanding what empathy really is and how we need to take care of ourselves in order to deliver services with a truly heartfelt empathetic approach. Carolyn is a wonderful lady and a fantastic trainer. SHG has been so impressed with the training provided by Carolyn that it now intends to roll it out further to other frontline services.
Liz Smith, Head of ASB, Stockport Homes
"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
"A wonderful opportunity -take if you can get it. Gentle but powerful session to look at myself in a non-intrusive way. Carolyn’s honesty, vulnerability and humour throughout helped me to see parts of myself, identify some of my not so helpful thinking and even change my mind all whilst caring for the person I am. My take way from the day- Self-awareness and self-compassion are beautiful gifts to self from which help to others can flow. Life learning not just for work. Thank you". Nikki Patton, Housing Needs, Borough Council of Kings and Lynn West Norfolk
Nikki Patton, Housing Department, Borough Council of West Norfolk and Kings Lynn
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