About us

C&C Empathy Training works with individuals and organistions who want to bring a more empathic approach into their daily practice or workforce and improve results.The company specialises in health and social care but can work with any orgaistaion to create more bespoke packages to promote and achieve the psychological well-being of all those involved with communication, complaints and serious investigations and people management.

Carolyn, the director, has a background in psychology, counselling and public speaking, and conceived the company from her direct experience of the public sector complaints process. Carolyn is passionate about promoting long term change through training by humanizing the system and empowering staff to support themselves, colleagues, patients and loved ones. By understanding the role that empathy and emotions play in communication and behaviour, and by recognising how self-development improves awareness, the training will benefit the outcomes of patients, staff and organisations. The courses and conference subjects show how understanding emotional data within difficult conversations, complaints and serious incidents will help professionals gain valuable insight into the needs of others and prevent psychological harm from poor communication. Through the process of listening and responding empathically and by understanding our own emotions, skills can be cultivated to best support ourselves and others reaching an optimum outcome even when the circumstances are less than optimum.

An established pubic speaker, Carolyn joined forces with nurse Vanessa Carter and developed the initial LEED Communications Programme® (Learning Empathy & Emotional Development) to take Carolyn’s vision into a training and advisory role. The belief of C&C Empathy Training is that organisations should empower staff to optimise the basic human attribute of empathy. Combining their skills, The LEED Communications Programme® is a non-biased approach from a medical and service user perspective that uses thought provoking personal narratives as analysis tools. This provides an authenticity for those attending the courses, giving them a rare opportunity to explore deeper emotions and levels of communication that stays with people far beyond the intitial training. Carolyn's expereicne is underpinned in the science and theory of counselling and psychology, to provide insightful yet robust training, as with psychological therapy training.

More about Carolyn

Team Member


Carolyn Cleveland

Founder and Managing Director

Qualifications: Cert Counselling, Level 1 & 2 Loss and Bereavement
BSc Hons (Open). Dip Special Ed Needs

Trained in counselling and humanistic psychology, including specialism in Loss and Bereavement Carolyn has been public speaking since 2006, reaching audiences including government officials, medical and legal professionals, advocates, junior medics, complaints staff and members of the public. The basis of Carolyn presentations underpins the core of the LEED Communication Programme® Carolyn first became aware of the need for empathy and emotional development at 22 when she was needed to care for a young child, whose mother had died. This motivated Carolyn to study Counselling and particularly the effect of loss, fear and sadness had on individuals.

In 2003 Carolyn found herself having to challenge a hospital over serious concerns she had over the death of a child and patient care. The NHS complaints system became a very unfriendly place to be, and the apathy that she experienced has changed her career path, as she has further trained in Communications in Health and Social Care. Social Policy, Psychology, Philosophy – (the emotional implications to individuals) and Counselling Fear and Sadness. The subject matter she presents on ranges from Complaints; Information Governance; Nurse Summits and Nurse Metrics (how empathy underpins the 6C’s, Self-awareness and reflection); Staff well-being; The value of listening to patients and loved ones; Patient Experience/Safety (understanding the conscious and unconscious motivations in behaviour and outcomes). Carolyn has had work and narratives published by the BMJ and the Open University and has trained FY1 Junior Doctors in emotional engagement.

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Who Carolyn works with

C&C Empathy Training trains and advises Boards and Leadership Teams, Complaints and Patient Experience Teams, Serious Incident Investigators and front-line staff, in both health and social care and other organisations wishing to bring a more empathic approach into their daily practice or workforce and improve results. Those working with C&C Empathy Training are supported and empowered to promote and consider psychological well-being of all those involved with communication.

WHy Carolyn uses her unique apporach

Carolyn's concept, is embedded not only an academic background, but in her experiences of the benefits and damage caused by the presence or absence of empathy. She candidly leads through example, unafraid to focus on her own challenges over the years, and drawing on them to give credibility to her training and through sensitivity, humour and thought provoking material encourages those she works with adopt this human focused approach and manage their own well-being..


Carolyn is passionate about promoting long term change through her training and advisory roles. By humanizing systems and empowering staff to support both themselves, colleagues and the service user, through understanding the role that empathy and emotions play in communication,Carolyn supports individulas and organisations to asses their behaviour, culture and results and how empathy and emotional development can be positively imparted in practice and to the benefit of service users. C&C Empathy Trainings' concept and tool kit of an SPC ® (Safeguarded Personal Communication) and SPR ® (Safeguarded Personal Resolution) provide individuals and organisations a focus on understanding and achieving empathic communication.

Carolyns vison for promoting empathy in the work place is driven through her Empathy Envoy Register ® to build support for staff well-being and further research market need. This has lead her to develop the Designated Empathy Envoy ® to help organisations translate importnat business goals into human focused initiatives.

Winner   of the Open University New Business Award 2015 and short-listed in Santander Universities New Business Award