CCET
INSPIRING, DEVELOPING & INCORPORATING EMPATHY, EMOTIONAL AWARENESS, COMPASSION & WELL-BEING
CARE & COMPASSION EMPATHY TRAINING
Enhancing Customer Experience and Staff Well-Being
Training Programmes
Are you seeking support in:
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Confidently engaging empathically and compassionately with customers, families, loved ones and colleagues in complaints incidents ?
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Interested in recognising vulnerability and preventing prolonged psychological harm?
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Seeking to develop a deeper understanding of human-focused communication and ethical leadership?
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Fostering civility, emotional intelligence, well-being and resilience?
These courses are designed for professionals and organisations who are looking to enhance their skills in empathy, compassionate engagement, and emotional awareness. Specifically tailored to improve people's lived experience , while also prioritising staff well-being and resilience
Training programmes
for public & private sectors, charities,
& individuals
A Journey Through Complaints Using Empathy
Delivered face to face, virtually, or unique E-learning version
IDEAL FOR:
Professionals wishing to enhance communication in complaints, concerns and incidents for a just, fair and learning culture. Those responsible for recognising vulnerability, improve experience and prevent further harm.
I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.' Mary Angelou
DESCRIPTION: This one-day course is for all professionals who wish to gain confidence and insight into handling complaints in an empathetic and compassionate way. They will improve how they approach emotive and difficult conversations and recognise vulnerability and the emotion often behind complaints. What people are really saying? Delegates will learn how to recognise and gain vital 'emotional data'. They will take an emotive and a humourous look at what can get in the way of empathy in complaints and customer service and the importance of seeing the whole picture and self care.
DESCRIPTION:
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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, identifying vulnerability.
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Seeing perspectives, the fuller picture, and understanding emotional motivations within behaviour and behind a complaint and how easily we all see things differently.
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Learn how the ‘funnel of life’ can impact on our empathic communication and our resilience, and how our emotions influence us, impact on others and get in the way of empathic communication.
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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 in responding to a complaint.
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Identify and explore the difference between empathy, sympathy and apathy in challenging situations.
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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 SafeguardedPersonal Resolution (SPR ®)
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 ABS Stockport Homes
IDEAL FOR:
All professionals who want the flexibility to complete training over time, without losing the immersive feel of live training. Join Founder of CCET, Carolyn Cleveland and 4 Participation Colleagues on this unique training.
Unique E-Learning Version
"It will open your mind to emotions, both in terms of why we feel the way we do and how others perceive the feelings and reactions. I liked the fact that I could complete the course in my own time, with breaks which suited me.it took the anxiousness of "walking into a room of strangers" away but at the same time I also felt involved with all the discussions without the awkwardness that training courses normally entail."
A Journey Through Leadership Using Empathy
Linking into psychological safety and a civil culture
Delivered face to face or virtually.
IDEAL FOR:
All those wanting to improve their empathic and compassionate leadership to enhance their interactions skills and human connection skills with their workforce, nurture well-being and improve their own self care.
A study by Development Dimensions International found that of more than 15,000 leaders in 18 countries workers who master empathy make the most successful leaders. It cited empathy as the No. 1 skill of a great leader.
During challenging times or when dealing with stress or burnout, cultivating happiness at work becomes crucial. Empathetic leadership, fostering a psychologically safe environment where individuals feel comfortable being vulnerable, holds significant importance.
DESCRIPTION: This one-day course examines, in a unique, thought provoking and human way, the important role empathy and emotional awareness 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 focused work, underpinned with empathy and emotional development.
LEARNING OUTCOMES
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Who are we? Understanding & developing the human connection
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How to identify and understand emotionally focused thinking and practice and people focused leadership
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Explore how a lack of empathy in one-on-one encounters has the potential to cause psychological harm, how to respond to others using empathy
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How to cultivate empathy and inclusive leadership- communicate at a deeper level
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Reinforce your existing empathy and gain the confidence to use your new skills to enhance the human connection and handle difficult conversations
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Understand reflexive leadership and develop skills for staff well- being and productivity. Explore the concept of Safeguarded Personal Communication (SPC®)
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Recognise how to manage empathy to prevent burn out and improve your own self care and staff retention and productivity
" Fantastic! I walked away with increased knowledge on empathy and how it affects us and those around us. Thought -provoking and emotive – in a good way!" Senior clinician NHFT
A Journey Through Empathy and Emotional Awareness in Communication
Delivered face to face or virtually.
IDEAL FOR:
The course is ideal for all those wanting to incorporate empathy and emotional awareness into how they communicate with those who use their service and each other, to improve well being and foster a kind and compassionate culture.
WHY ATTEND:
"..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: This one-day experiential learning session goes beyond identifying what empathy is; it explores how empathy serves as the foundation for effective communication and aligns with various initiatives, guidance, and frameworks Participants not only ‘feel’ empathy but also analyse and comprehend it on a profound level. The goal is to understand why empathy holds such significance in healthcare settings, impacting patients, loved ones, colleagues, and personal well-being.
LEARNING OUTCOMES
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Experience empathy within the context of a real life event and learning narrative
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Recognise the impact of the funnel of life and how this impacts on our empathic abilities
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Identify and understand empathically focused thinking, power imbalances and communicating with care
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Evaluate the detrimental effects of a lack of empathy and emotional awareness on patient experience and safety, emphasising the potential for psychological harm and the importance of cultivating empathetic practices.
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Develop empathic thinking to understand the stories behind communication and the systems at play potentially affecting communication along with a fun look at personalities.
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Explore the concept of Safeguarded Personal Communication (SPC®) and managing empathy to prevent burn out and improve well-being and the importance of this for resilience
•One of the best training sessions I have attended. So much learning, so much reflection, great use of humour. Felt constantly engaged throughout. •Absolutely brilliant, enlightening and covered everything we needed. Refilled my emotional/wellbeing cup. •Amazing! Great examples and feel validated. •Really enjoyed the session – very emotional and empowering story which I will remember and take with me when supporting patients on the ward. •Excellent training and Carolyn was an excellent communicator throughout the training. •A really informative day with lots of moments to stop and think. Passionately delivered.
Bridging Civility: Exploring Emotional Pathways for Lasting Workplace Change
Delivered face to face or virtually.
IDEAL FOR:
For those seeking to understand, foster, and champion a culture of civility within teams and service interactions, emphasising empathy, emotional intelligence, and personal well-being as cornerstones for positive organisational change
WHY ATTEND:
It is well known statistic that people who even just witness incivility towards another are 50% less likely to help another person. (Civility Saves Lives) There is also a clear link to patient safety. Often, we avoid visiting difficult emotions in others, as well as ourselves, because we don’t feel confident, or skilled. We are feeling hurt by another’s incivility to us, or, we simply don’t have the emotional reserves.
Understanding the emotional dimensions and stories, acknowledging our collective humanity and vulnerabilities, brings the human focus towards colleagues, patients, and loved ones, to enable authentic learning around civility. Emphasising that personal well-being stands as the most potent antidote to incivility.
DESCRIPTION: This one day course will explore civility, the impact of it being present and the impact of it not being. Moreover, it will delve into understanding the underlying causes of incivility, highlighting how empathy, emotional intelligence, and personal well-being form the cornerstone for cultivating a culture of civility on an individual level, within teams, and in interactions with service users. Understanding the profound repercussions of incivility and acknowledging the crucial role of emotional intelligence in fostering civility, facilitates introspection and motivates individuals to cultivate an environment grounded in respect, support, transparency, and continuous learning. In a supportive and relaxed environment, delegates, will have the opportunity to gain in depth knowledge of the emotional component, relate to, analyse, and realise the significance of civility, building confidence in their own abilities, to make positive culture changes in organisations.
LEARNING OUTCOMES
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Emotional Insight: Sensing incivility’s Impact within incidents, life, and trauma, comprehending the ‘Funnel of Life and our shared humanity and fallibility
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Civility’s Impact: Understand the significance of civility and its effects on workplace culture, cognitive functioning, and relationships.
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Understanding Emotional Perspectives: Recognise and perceive perspectives, comprehend emotional positioning and motivations, and recognise vulnerability in oneself and others.
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Roots of Incivility: Identify underlying causes of incivility, emphasising empathy, emotional intelligence, and personal well-being in nurturing respectful environments.
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Emotional Intelligence: Develop emotional intelligence to navigate and mitigate the impact of incivility, fostering resilience and managing difficult emotions.
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Culture of Respect: Foster environments grounded in respect, support, transparency, and continual learning, driving positive cultural changes within organisations.
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Confidence in Change: Gain confidence in analysing and enacting positive shifts, contributing to authentic learning and supportive workplace cultures.
What was your overall impression of the session? - "I really enjoyed the day and was so grateful to all those who shared stories. Its a real reality check that this is everyday life and how words and behaviours can impact the day. The inclusion of very personal subject matter allows a very genuine approach, and I am very appreciative that was shared with us to assist us in our future." Practice Development Midwife
Emotional Intelligence
Delivered face to face, virtually, or unique E-learning version
IDEAL FOR:
For anyone wanting to understand more about themselves, the human brain and how to develop their emotional intelligence
In any context, the foundation of emotional intelligence is paramount for personal and collective growth. Navigating the intricacies of emotional intelligence demands authentic self-awareness and a curious mindset. Often, individuals traverse their professional and personal landscapes without a deep understanding of the impact of their emotions on themselves and others.
DESCRIPTION: In this immersive one-day session, the primary focus is on unlocking the transformative power of Emotional Intelligence with a strong emphasis on developing emotional awareness and incorporating principles of positive psychology. The training aims to create an experiential learning environment, fostering the cultivation of empathy, kindness, and personal well-being.
Through this experiential approach, participants are empowered to not only develop their emotional intelligence but also to deepen their emotional awareness. This emphasis on heightened emotional awareness, combined with principles of positive psychology, provides a comprehensive framework for personal growth. The training equips individuals with the skills to make emotionally intelligent decisions, fostering psychological safety, building trust, enhancing creativity, and embodying the qualities of a positive and emotionally intelligent person.
LEARNING OUTCOMES
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Transformative Emotional Intelligence: Understand and apply Emotional Intelligence, emphasising awareness and positive psychology.
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Cultivate Empathy and Kindness: Equip for empathy, kindness, and personal well-being in interactions.
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Acknowledge Emotional Variations: Recognise and appreciate diversity in emotional intelligence, fostering growth.
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Navigate Well-being: Explore well-being’s impact, gaining resilience strategies for diverse environments.
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Deepen Emotional Awareness: Cultivate holistic personal growth through experiential emotional learning.
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Apply Positive Psychology: Integrate positive psychology for a comprehensive approach to personal growth.
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Harnessing Success: Explore how recognising successes becomes a powerful tool for making positive and emotionally intelligent decisions, fostering trust and creativity.
“Perception is different for everyone and that can affect how a situation is approached and handled. Even though we normalise a lot of things we see and deal with it can still build up and have an effect. Carolyn approaches the topic well, makes it relevant to career and everyday lives and how to implement it. Thank you very much for a wonderful teaching, I can implement it in many aspects of my life and can't wait to use it in my working life.” NHS Physiotherapist
BE HUMAN: Developing Empathy and Emotional Resilience to Guard Against Compassion Fatigue
Delivered face to face or virtually.
IDEAL FOR:
For those seeking to recognise their empathy and emotional resilience and wish to enhance the power of their empathy whilst developing their emotional resilience and recognising their positive psychology.
FULL DAY DESCRIPTION: This one day course will explore empathy, resilience and positive psychology. Using real life examples of second trauma, this full day session will foster, re-ignite and develop participants empathy and what gets in the way. Focus will then go to managing second trauma, positive psychology, reframing and recognising successes, to improve personal mastery, supportive outlook and overall happiness levels.
LEARNING OUTCOMES
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Understand, feel, analyse and explore the presence and absence of emotional awareness, secondary trauma, and learning the importance of being able to understand different emotional experiences/trauma, managing adversity and recognising vulnerability and what resilience really is. The importance of personal boundaries when working empathically.
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Learn how the ‘funnel of life’ can impact on our resilience, and how our emotions influence us, and impact on others.
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Seeing perspectives, the fuller picture, and understanding emotional motivations within behaviour and how easily we all see things differently and have our own narrative about life and our optimum self.
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Recognise and identify secondary trauma and understand the difference between secondary traumatic stress and burnout.
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Develop self care, managing adversity, recognising the importance of how identifying our emotions and thoughts and expressing them, supports us. Along with the vital importance of laughter
HALF DAY DESCRIPTION: This half day course will explore resilience and positive psychology. Using real life examples of second trauma and resilience, it will focus on managing second trauma, positive psychology, reframing and recognising successes, to improve personal mastery, supportive outlook and overall happiness levels.
LEARNING OUTCOMES
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Learn how the ‘funnel of life’ can impact on our resilience, and how our emotions influence us, and impact on others.
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Seeing perspectives, the fuller picture, and understanding emotional motivations within behaviour and how easily we all see things differently and have our own narrative about life and our optimum self.
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Recognise and identify secondary trauma and understand the difference between secondary traumatic stress and burnout.
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Develop self care, managing adversity, recognising the importance of how identifying our emotions and thoughts and expressing them, supports us. Along with the vital importance of laughter
What was your overall impression of the session? - "I really enjoyed the day and was so grateful to all those who shared stories. Its a real reality check that this is everyday life and how words and behaviours can impact the day. The inclusion of very personal subject matter allows a very genuine approach, and I am very appreciative that was shared with us to assist us in our future." Practice Development Midwife
