30/11/2019
Empathy
• NURSE
Challenging situations requiring empathy
• Rows and squabbles
• Name the emotion
• Problems
• Understand the emotion
• Worries
• Respect the emotion
• Difficult behaviour
• Support the person
• Negotiating
• Explore the emotion
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Empathy is not that easy!
Empathy exercise: in pairs
• Select a recently occurring scenario at work eg phone call to a colleague, dissatisfied relative etc………some situation in which you remember feeling uncomfortable
• Describe the event • Listener avoids being directive or problem solving and focus on demonstrating empathy only
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Thank you ! edoherty@rcsi.ie
@evadoherty
@humanfactorsPS
www.rcsi/humanfactors
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