Recognise and respond to mental health symptoms. Sometimes the difference between a person becoming overwhelmed by a mental health issue and getting the help they need is the caring intervention of an ordinary person like you.
Compassion, clarity and courage. All of us have to face difficult conversations in the workplace and the way we prepare and approach these can make the difference between a disaster and moving forward positively. Such conversations might involve conflicting opinions, giving feedback, uncomfortable topics, addressing complaints and grievances or delivering bad news.
Prevent violence and defuse volatile situations. Conflict is an inevitable part of dealing with people and we will all encounter an aggressive customer or agitated colleague at some time.
How we respond to a potential crisis can make the difference between smooth resolution and an emergency situation.
The transformative power of deep understanding. Empathy is a key element of Emotional Intelligence and has been hailed as a twenty-first century “superpower” for anyone dealing with human beings. Going far beyond intellectual understanding or sympathy, which might be considered “feeling for” someone, empathy is all about “feeling with”.