A Journey Through Leadership Using Empathy

Event details


Florence Nightingale Community Hospital

London Road
United Kingdom

View map

52.9153132, -1.4676352

Event Organiser

NCORE (National Centre of Rehabilitation Education)

01332 254679



A Journey Through Leadership Using Empathy  

8th June 2022

Florence Nightingale Community Hospital, London Road, Derby DE1 2QY.  

Trainer:  Carolyn Cleveland

BSc (Hons) Cert Counselling

Founder and Managing Director of C&C Empathy Training


This one day course examines, in a unique, thought-provoking and human way, the important and beneficial role empathy and emotional awareness play in inclusive leadership, staff well being, productivity and retention, and what erodes it. The day is an empathy journey that will help develop an understanding of the psychology and neuroscience of empathic and emotionally focused thinking and challenging unconscious processes. It will examine, in an authentic and honest way how our own emotions and biases influence us and our outcomes. Essential knowledge and skills, through interactive learning, will be developed to understand and cultivate personal empathy for others, balanced with personal awareness and self-care


    Learning Outcomes

    • Who are we? Evoking & developing the human connection: Recognising the practical presence and absence of empathy
    • How to identify and understand empathic and emotionally focused thinking and linking to inclusive leadership: Understanding the impact of our perceptions, emotions and belief systems on outcomes
    • Recognise 'emotional data': Observing hidden cues and perspective taking
    • Identifying the benefits of empathy and what gets in the way: Why is empathy on the decrease in the 21st century?
    • How lack of empathy in one-on-one encounters has the potential to cause psychological harm. Challenging our thinking and perceptions: Recognising the difference between empathy, sympathy and apathy - Demystifying empathy
    • How to cultivate empathy. Personal leadership responsibility and embedding into the culture: How empathy underpins business ethics and achieving an SPC (Safeguarded Personal Communication)


    Who will Benefit

    This course is suitable for anyone in healthcare and is transferable to many roles and levels from an experienced healthcare professional, wishing to expand their real-life perspective to support them in inclusive and compassionate leadership, to someone at the beginning of their career wishing to cultivate and embed this ethos in their work life for a positive cultural application.

    This thought-provoking course addresses the world of someone going through a complaint or serious incident and how to improve their emotional experience and protect against further psychological harm. At the same time, looking at our own emotional and psychological influences on our behaviour, outcomes and mental health.


      Attendance Information

      • Attendance Certificate: Yes
      • CPD Hours: 7



      • £130


      Quotes from previous delegates

      ''I really enjoyed the training and have been mentioning it to everybody. Carolyn's style and how you delivered it was amazing and really touched me. Thank you.''
      Senior Occupational Therapist from Salters Meadow Health Centre.

      ''Amazing training event with colleagues from the NHS, hospice care and PHSO. Thank you @carolynccet for your inspiring and unique Empathy and Emotional Development day - personal and often shocking experience of the complaints system with academic and therapeutic insight and learning.''
      Helen Hughes, CEO Patient Safety Learning

      ''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''
      Complaints Manager, Barchester Health

      ''It's real - stop, think and change, kind of training day''
      Head of Patient Experience

      ''Many trusts have improved their process for managing patient complaints and we saw a great deal of commitment to getting this right. However, we have not found much innovative practice and many patients told us of their dissatisfaction with their experience of making a complaint. Response to complaints was too often managed inflexibly without considering the needs of the individual complainant. Defensive responses to complaints were still too common, leaving the complainant dissatisfied.''
      Care Quality Commission, 2nd March 2017

      ''Anyone involved in complaints handling would benefit from this empathy training. This course should be compulsory!''
      Complaints Manager, NHS England

      ''I found it a really powerful session, which made me reflect on how processes and systems can block empathy and how we sometimes think we are listening to someone but we really are not''
      Complaints Manager and Patient Experience Lead, NHS Trust

      ''I thoroughly enjoyed the day, it has made me think differently both professionally and personally and I know it will make a lifelong difference. The day flew by and left me wanting more, that's a sure sign of worthwhile training.''
      Senior Primary Nurse