Interviewer: Manuel
Interviewee: SA (Colleague)
Transcribers
Name 1: Manuel
Name 2:
Text below:
Q1-What in your view is the difference between empathy, sympathy and compassion?
A1-Empathy is the 2nd step in our SEAN framework for delivering customer experience and we use it to deliver. S is for screening and identifying the customer request; E is for empathising (walking in the customers shoes); A is for deciding on the best action required and; N is for the finding the most efficient way to take action. Daniel Goleman provides a definition and we use this to understand empathy: " Empathy means taking feelings into thoughtful consideration and then making intelligent decisions that work those feelings into the response". We use the Oxford dictionary for sympathy: " Feelings of pity and sorrow for someone else's misfortune. The sharing of another's emotions, agreeing or favouring". Compassionate care means to deliver as you would to a family member. It is the mum's test: if it is good for your mum then it is good for everyone else!
Q2-What would be the advantage of empathising with your worst enemy?
A2-It could help you see the world through their mistaken eyes!
Q3-What are the disadvantages of sympathising when people are angry or distressed?
A3-When customers are angry or distressed we need to remain calm and not be drawn into their negative emotions since we do not have time for this! We need to move on to what is relevant and keep to what we can do for them which sometimes might be involve saying no or saying sorry.
Q4-What are the advantages of creating an organisation or society based on the value of compassion?
A4-We treat each other in the same way as we would like to be treated ourselves. This is the cornerstone value of the NHS: deliver compassionate care. If it is widened to all of society it will help all organisations, families, institutions to become less abusive and more caring.
Q5-How can we best deliver training to workers so that they appreciate the differences between empathy, sympathy and compassion?
A5-Through workshops that provide examples of different scenarios.