Responding with Empathy

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Presentation by Alistair Sutherland form Leeds Partnership NHS Foundation Trust.

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Responding with Empathy

  1. 1. Alastair Sutherland PALS Team Leader Leeds Partnerships NHS Foundation Trust
  2. 2. A Brief History of Anxiety
  3. 3. Introduction <ul><li>Small number of considered postings </li></ul><ul><li>Positive feedback, internal and external </li></ul><ul><li>Increased promotion during 2011 </li></ul>
  4. 4. How Do We Approach Responses? <ul><li>Co-ordinated by PALS </li></ul><ul><li>Relevant Senior Manager involved </li></ul>
  5. 5. First Response: What can’t we do? <ul><li>Fix things </li></ul><ul><li>Go into the specifics of a case </li></ul>
  6. 6. First Response: What CAN we do? <ul><li>Apologise </li></ul><ul><li>Empathise, acknowledge and listen </li></ul><ul><li>Explain </li></ul><ul><li>Ask for more information </li></ul><ul><li>Signpost to other services </li></ul>
  7. 7. Demonstrating Empathy <ul><li>Use the poster’s words </li></ul><ul><li>Step into their situation </li></ul><ul><li>Acknowledge thoughts and feelings </li></ul><ul><li>Personalise the response </li></ul><ul><li>Write as an individual, not an organisation </li></ul>
  8. 8. Summary <ul><li>A good response to a negative posting can have positive outcomes for all concerned </li></ul><ul><li>Check whether the response stands up when taken out of context? </li></ul><ul><li>Would YOU be happy receiving that response? </li></ul>
  9. 9. Response Checklist <ul><li>B e apologetic where appropriate </li></ul><ul><li>E mpathise and acknowledge </li></ul><ul><li>A sk for more information </li></ul><ul><li>T ell them more about the how and why </li></ul><ul><li>I ndependent/voluntary organisations? </li></ul><ul><li>T hank them for their feedback </li></ul>

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