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"It’s not an exaggeration to say that your training, from what must be 7+ years ago, is one of the very few training sessions that has stuck with me. I think your story, delivery and structure of the training is incredible and something I have raved about for years."

Pathway to Progress: Feedback That Drives Growth

C&C Empathy Training Ltd delivers transformative training to healthcare professionals, equipping them to understand and utilise their empathy to enhance patient care, strengthen team dynamics, and handle emotionally charged situations such as complaints and incidents with greater confidence. Professionals are supported to not just recognise what needs doing, but the why it is important and understanding where the barriers lie.  Feedback from participants consistently highlights the immediate impact of this training, integrating its principles such as the Empathy Navigation Pathway ™ as well changes in their practice, communication and leadership.

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Insights and themes identified through immediate and subsequent data collection from 20 sessions with participants include:

Complaints Managers and PALS Officers / Executive teams / Consultants, Doctors and Nurses / Physios and Occupational 

Key Themes of Change

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1. Immediate Applications in Practice
The implementation of  specific, practical changes in their roles such as staying in an enquiring mind were identified:
"Taking more time to focus on the emotional context behind communication, not just the facts."
"Approaching conversations with curiosity, seeking to understand the ‘why’ behind people’s reactions."

2. Strengthening Communication and Listening Skills
Active listening emerged as a crucial takeaway, with participants committing to ensuring others feel heard and validated:
"I’ll ensure my body language and verbal responses show empathy, making sure the person knows they’re truly being listened to. I want to avoid being one of the characters shown in Carolyn's video!"
"Asking questions like, ‘Have I captured everything?’ is a simple yet powerful tool to demonstrate empathy in challenging conversations - I know even if I don't know what to say, I am communicating that I am interested."

Name one thing you are doing differently?

"A week or so after the course I had a meeting with a family, in which I felt very uneasy due to the concerns and the anger expressed by family. My professional brain wanted to try to defend the decision making, however I was able to reflect at the time that that was not what the family needed. Instead I was able to be aware of my feelings but act in a more empathic way with the family. I am more aware of how I am feeling and able to control how I respond (empathic not just ed by my emotions at the time)." 

3. Psychological Safety in Leadership
Leaders highlighted the role of empathy in creating safer, more open environments for staff and teams:
"This training reinforced the need to listen with intent, essential for building trust and psychological safety."
"Empathy in leadership improves both team dynamics, civility and patient care outcomes, it’s a skill every leader must cultivate."

4. Reframing Complaints and Emotional Interactions
Participants recognised the importance of addressing the emotions underlying complaints and interactions, not just the facts:
"I now focus on the emotional components of complaints, ensuring families and staff  feel understood while addressing the technical details."
"This training made me realise the impact of empathy on de-escalating conflict and creating a more human connection with patients and families and loved ones."

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Long-Term Impact


1. Improved Patient Experience
By addressing both emotional and factual concerns, healthcare professionals described how they felt more understanding of how understanding the narrative to build trust  and connection in patients, families and loved one.

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2. Stronger Team Dynamics
Many spoke of understanding the different kinds of empathy and emotional intelligence to promotes psychological safety in leadership, enhancing collaboration, morale, and overall team effectiveness.

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3. Enhanced Resilience and Well-Being
Participants acknowledged the need for self-care to sustain empathy energy long term and avoid burnout, leading to more sustainable professional engagement.

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Quotes Highlighting Transformative Learning

  • "Empathy isn’t just about being nice—it’s a practical skill and in using Carolyn's empathy navigation pathway we can transform how we approach situations that patients and colleagues are facing, and our own personal situations."

  • "Behind every clinical fact is a human story. This training has taught me to see and address both. We all have a story that will clash at points with others, and we need to stay in an enquiring mind."

  • "I am so much more aware of when I feel less resilient or more stressed that can reduce my ability to empathize with others. This can be when I have things going on at both work and in my personal life. I also recognise the importance demonstrating empathy can have when there are additional barriers to access such as culture or language."

  • "The ability to reflect is important never thought about this before it was when we were talking in groups and I said it a number of times which made me think that this is important to how to deal with concerns or when talking to staff."

  • "The session brought home to me in a powerful and real way how empathy strengthens leadership with trust and psychological safety."

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Recommendations for Ongoing Evidence Collection
To provide more robust evidence of sustained impact, organisations could, or secure C&C Empathy Training Ltd to support. putting in place:
•    Follow-Up Surveys: Gauge behaviour changes and outcomes 3-6 months post-training.
•    Reflective practice process: Staff self-reflect on their experiences, of the what needed doing, the why it was important and where barriers still lie.
•    Case Studies: Document specific examples of improved patient care or team interactions attributed to the training.
 

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