Empathy, more than just a word

Empathy is defined as the ability or the capacity to understand another person’s thoughts, feelings, or emotions.

While I was teaching a class, I asked the attendees, do you believe you have the ability or the capacity to understand another person’s thoughts, feelings, or emotions? Of course the response was a resounding yes. I would agree that most people do have the ability to understand, however, the definition of Empathy alone does nothing to promote a positive patient experience. What creates a positive patient experience is that we care about what we understand.

Vehicles of communication indicate if we care about what we understand.

Our Tone, Expression, body language, choice of words, and actions serve as vehicles of communication. How we use these vehicles clearly lets the person that we are communicating, and interacting with know exactly how we feel. These are a true test, and are used as a measurement of the perception of your organization as well as our individual presentation.

I would encourage you to examine your use of the vehicles; when you are interacting with someone, does it add value to the experience or take away from it? The vehicles serve as deal makers and deal breakers. They are used daily, as they serve as our communicative tools. People are often accused of being uncaring- are you labeled as such? How does one come to that conclusion?

Empathy is not a stand-alone word; we must make it clear that we care about what we understand. In our personal relationships the use of these vehicles are indicators to the person on the receiving end of how you feel about them. Know that you are very powerful person – I say that because, based on how you use the vehicles, determines if a customer will say, ‘I will never come back to your establishment, or I will come back’. They say, I value you, or I don’t. The patient and family are watching you- you are sending a message.

Think about it.