Training packages and descriptions

C&C Empathy Training promote reasoned empathy and emotional development, through workshops, consultancy, and thought provoking presentations.

The founder Carolyn, runs interactive and intensive development workshops either in-house, or regionally. Carolyn is also an established keynote speaker. talking on topics such as leadership, complaints, patient safety, inquests and protecting mental health. Her talks are both inspirational as well as emotive and insightful for future learning. If your organisation is wishing to embrace empathy into their vision for optimum outcomes,Carolyn can work with you to embed this through consultancy or by supporting you to develop your own conference designated to the theme of empathy. For more on how C&C Empathy Training can work with your organisation, click on the link below for the printable brochure.


More details of Carolyn's workshop training days can be found below. Carolyn can be booked to speak at your event and for your organisation on one of the subjects in the conference brochure below. Or Carolyn will work with you to fulfil your conference requirements. For more information, call Carolyn on 07541 798 949

All Autumn 2019 regional days can be found here

A Journey Through Complaints Using Empathy

"Hospital Trusts must listen well to complaints" Rob Behrens, Parliamentary Health Service Ombudsmen, 17th August, 2017

The National Quality Board has identified 8 key principles concerning bereaved families and carers in the National Guidance on Learning from Deaths guidelines, which Trust Boards are now accountable for ensuring compliance with alongside the Serious Incident Framework. Part of this compliance is ensuring training for staff to be able to support bereaved parties 'Providers should review and, if necessary, enhance skills and training to support this agenda' (National Guidance on Learning from Deaths March '17)

'Investigation teams must be compromised of staff who have the skills to apply the Duty of Candour compassionately, and the skills to support individuals at a time of complex bereavement' CQC Learning Accountability and Candour.

Description: This one-day course is for healthcare professionals who wish to gain confidence and insight into handling complaints and serious incidents in an empathetic and compassionate way. They will improve how they approach emotive and difficult conversations with patients loved ones and the bereaved, learning how to recognise and gain vital 'emotional data'. Through thought provoking and authentic content, delegates will develop understanding of the complex emotions in complaints and when a death has occurred and biases that can create barriers to reaching meaningful resolutions and learning lessons. Delegates will develop confidence and knowledge to work with bereaved families and to positively improve how patients and loved ones experience their organisation.


Key Learning Outcomes:
  • Understanding a journey through complaints - observing hidden cues, reading and understanding 'emotional data', building confidence in working with the bereaved
  • Identifying and understanding empathic and emotionally focused thinking
  • How lack of empathy in one-on-one encounters has the potential to cause psychological harm
  • Understanding what gets in the way and develop, manage and optimise reasoned empathy in complaints
  • How to help achieve meaningful resolutions and reach a 'Safeguarded Personal Resolution' ® and learn lessons
  • Understand yourself better to safeguard your own mental health and personal well-being. Be more reflective personally and professionally for best practice and CPD requirements.


IDEAL FOR: Complaints managers (healthcare and non healthcare sector), PALS and patient experience teams, legal teams, lead investigators and all healthcare and social care professionals aiming to improve how they reach meaningful resolutions.

A Journey Through Communication Using Empathy

“...tuning in to another person does more than give us an understanding of their view – it tells us how best to communicate with that person: what matters most to them, their models of the world...” Daniel Goleman

Description: A one-day course to develop a deeper level of communication to approach difficult and sensitive conversations with patients, families, clients and colleagues with empathy. Delegates will develop psychological understanding of themselves and others to best communicate with compassion and confidence. For nursing the training includes self-awareness for reflection to assist with the latest NMC revalidation requirements.


Key Learning Outcomes:
  • Observing the presence and absence of emapthy, hidden cues and understanding 'emotional data'
  • Explore the 'Funnel of Life' and the implication on communication. Identifying and understanding the difference between empathy, sympathy and apathy, and the impact on the human connection.
  • How power imbalances and not communicating authentic empathy, can cause short and long term distress and hinder communication
  • Understanding the difficulties of listening and what gets in the way of responding with empathy.
  • Learn to recognise, listen to and understand 'emotional data', and the emotional experience.
  • Explore the difficulties of listening and what gets in the way of responding with empathy.
  • Achieving 'Safeguarded Personal Resolution' ® How to develop a professional, compassionate approach.


IDEAL FOR: The course is ideal for health and social care professionals, legal professionals, student clinical staff, advocacy staff, receptionists and all public facing professionals or those with a wish to understand more about empathy and how we communicate.

Using Empathy and Emotional Development Conference Subjects

“Carolyn presented at the Health Education England: East Midlands Nurse Leadership summit in February 2015 and was an inspiration for all nurses present and reminded us of our unique role and responsibilities to our patients and their significant others.” Ruth Auton, Health Education England.

Description: Carolyn has been public speaking since 2006 about the emotional side of health and social care on many subjects, 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 has had work and narratives published by the BMJ and the Open University and has trained FY1 Junior Doctors in emotional engagement. She has regular conference topics she presents but is happy to work with your organisation to provide the a tailor made presentation to suit your requirements.


Conference Speaking Topics
(see brochure for further details)
  • COMPLAINTS INVESTIGATION: The link between empathy and the Duty of Candour
  • COMPLAINTS HANDLING: Preventing Psychological Harm - Yellow and red will never make green
  • NURSE METRICS: Measuring Our Emotions at Work and providing a positive experience of care
  • PATIENT EXPERIENCE AND SAFETY: The value of listening with empathy​ and communicating with care
  • LEADERSHIP: The role that empathy has in inclusive and compassionate leadership roles
  • INQUESTS: The emotional experience, what can be going on under the surface for families?


IDEAL FOR: Complaints conferences, Nursing conferences, Nurse training, Leadership conferences, Information Governance conferences. Patient Safety/Experience conferences, Advocacy training.

A Journey Through Inquests Using Empathy

Bishop Jones made 25 recommendations in his report where he put much emphasis on culture and the bereaved. Within his recommendations, he stated that 'Bereaved families must be put at the heart of inquests, through training of coroners that includes bereaved families, and renewed guidance from the Chief Coroner.' 

Description: Going through an inquest as a family member, or loved one, elicits powerful and sometimes conflicting emotions; needing the inquest to take place, yet hating that it even has to, all at the same time. In this one day course,  confidence and insight will be developed in understanding and analysing some of the needs of people going through inquests. Through real life narratives from the founder Carolyn Cleveland, from her own experience of an inquest, delegates will learn to identify vulnerable significant people and explore some of the unconscious biases that can influence how we view and sometimes judge people and what can get in the way of authentic empathy. Having the opportunity to further analyse Carolyn's narrative on a deeper level, enables the exploration of not only our own emotions but personal and cultural attitudes, power imbalances and how these impact on communication, behaviour and outcomes within the inquest process and legal system. 


Key Learning Outcomes:
  • Understanding a journey through an inquest - explore the fuller picture, observing the presence and absence of empathy
  • Learn to listen, recognise and understand ‘emotional data’, and the emotional experience
  • Explore the ‘Funnel of Life’ and recognise vulnerability and the implication this has on communication.
  • Identifying and understanding the difference between empathy, sympathy and apathy, and the impact on the human connection
  • Observe how biases and the lack of empathy in one-on-one encounters has the potential to cause psychological harm
  • Explore what gets in the way of responding with empathy and how to develop a reasoned approach to support personal wellbeing


IDEAL FOR: All professionals working within the inquests process.

A Journey in Leadership Using Empathy

A multitude of skills are required and one of the most important skills is empathy. The 2015 Global Empathy Index identified that the top 10 businesses (among 160), that had effectively empathic leaders and managers generated 50% more net income per employee, than the bottom 10 businesses.

Description: This one-day course examines, in a unique, thought provoking and human way, the important role empathy and emotional awareness plays in inclusive leadership, staff well-being and productivity, and what erodes it. Delegates will develop understanding of the psychology of emotionally focused thinking and outcomes and learn essential skills to understand and implement effective relationship focused work, underpinned with empathy and emotional development.


Key Learning Outcomes:
  • Who are we? Understanding & developing the human connection
  • How to identify and understand emotionally focused thinking and practice and staff focused leadership
  • How lack of empathy in one-on-one encounters has the potential to cause psychological harm, how to respond to others using empathy
  • How to cultivate empathy and inclusive leadership- communicate at a deeper level
  • How to use your new skills to enhance the human connection and handle difficult conversations
  • How to manage empathy to prevent burn out and improve retention
  • Understand reflexive leadership and how to use these skills for staff well- being and productivity


IDEAL FOR: All those in leadership or management roles and want to improve their interactions skills and human connection skills with their workforce.

Training and Consultancy Options

All our courses and consultancy can be delivered in-house at your location with the following options available to offer complete flexibility for your organisation:

For further details, including bespoke packages, please email