Using Empathy in Communication

Original Editor - Robin Tacchetti based on the course by Marissa Fourie
Top Contributors - Robin Tacchetti and Jess Bell

Introduction

Successful communication in healthcare leads to favourable patient care and improves patients' satisfaction and independence. In addition, effective communication can protect the patient from adverse health consequences resulting from poor communication such as medication errors or contraindications. One way to effectively communicate with patients is to use emphatic communication.

Empathy vs. Smpathy

Empathy entails the ability to understand how someone thinks, feels and believes and to respond appropriately Empathy motivates one to act on someone else's behalf attempting to help. Empathy is a choice and can be learned. Empathic communication is accomplished by listening, understanding and experiencing another persons' position.

Sympathy refers to an immediate and uncontrolled emotional reaction when a person puts themself in another person’s position. Sympathy is feeling sorry for someone.

In healthcare, empathy creates a therapeutic relationship based on understanding another person and interacting accordingly. It allows the healthcare worker to make logical decisions and maintain professional objectivity regarding patient care. Sympathy, on the other hand, may interfere with ethical decisions due to its emotional subjectivity.

Empathic Care in Healthcare

In healthcare clinical empathy has the following characteristics:

1. understanding the patients’ feelings, situation and perspectives and recognizing the difficulties of putting oneself in their position
2. communicating this understanding and confirming its accuracy
3. helping the patient

For healthcare workers there are three attributes of clinical empathy:

1. cognitive: clinician understands the patients' perspective
2. emotional: clinician is sensitive to the patient’s emotions
3. active: clinician acts therapeutically.

Healthcare workers using empathic sends a caring message to the patients. In addition, it impacts patients in a multitude of positive aspects:

• Increases:
  • patient positive responses
  • patient adherences
    • approximately half of medical recommendations (including prescriptions) are not followed by patients
  • patient outcome
  • emotional health
  • symptom resolution
  • diagnosis accuracy
    • patients feel more comfortable revealing embarrasing information that might help with diagnosis
  • patient safety
  • patient motivation and empowerment
• Decreases:
  • anxiety
  • stress
  • depression
  • heart disease
  • mortality
  • hospitilisation
  • morbidity

In addition to the positive attributes for patients, empathic care can result in favourable attributes for healthcare workers. The list below details how empathic care helps healthcare workers:

• Increases
  • well-being
  • job satisfaction
    • feel more connected to the patient and thus decreases dissatisfaction with the job and health system
  • communication with patients
• Decreases
  • stress
  • burnout
  • litigation risks

How Healthcare Workers Can Provide Empathic Care

There are ways that healthcare workers can provide empathic care to their patients. The following steps are provides by Albuquerque et al., 2023:

1. allow an acceptable amount of time to understand the patient's story
2. discuss general issues
3. offer encouragement
4. provide verbal signals that you understand what the patient is telling you
5. be physically engaged (eye contact, gestures, specific postures, appropriate touch)
6. be welcoming from beginning to the end of the session

Cognitive and Affective Empathy

Empathy can be further divided into two cognitive empathy and affective empathy (responding to someone's mental state with an appropriate emotion) Cognitive empathy refers to the ability to perceive a situation from another persons perspective beyond their own experience without judgement. Cognitive empathy can include verbal and/or non-verbal skills and can be learned through observation and experience. Affective empathy refers to the involuntary, internal response to someone else's emotional state. Affective empathy is thought to be "built in" from birth as part of personality and disposition.

Empathic Communication

According to Babaii et al., 2021, empathic communication with patients is achieved through three categories:

1. having unique and humanistic behaviors with the patients
   • maintaining their dignity
   • consider their culture and beliefts
   • friendly behaviour
   • unique way of dealing with each patient
2. providing a happy and calm and environment for the patients
   • using jokes
   • being happy
   • pleasant environment
3. decreasing the patients’ fear and consolation to them
   • giving hope
   • normalisation of new conditions
   • use of distraction and spirituality to reduce stress and anxiety

Steps to Empathic Communication

Empathic communication can be achieved with just a few steps. The Grossman Group has narrowed it down to 6 steps:

1. Listen without interruption
2. Pause and imagine how they feel
3. Let them know you hear them by reflecting back what they have said: “What I hear you saying is…”
4. Validate their feelings: “I understand you’re feeling…”
5. Offer support and close the conversation
6. Follow up after a little time has passed

Barriers to Empathic Listening

The following are barriers needed to overcome to be a good empathic listener:

• criticizing
• challenging the legitimacy of the speaker’s feelings
• giving advice
• interrupting
• changing the subject

Active Empathic Listening

Empathic listening involves more than not interrupting, nodding our heads and staring at the person talking. There are three steps in the active listening proces:

1. sensing: awareness of nonverbal, verbal, implicit and explicit information the speaker is communicating
2. processing: integrating the information obtained in the sensing stage
3. responding: verbal and nonverbal cues such as asking questions and paraphrasing; letting the speaker know you have heard what they said

This video below by Roma Sharma explains empathic listening:

Resources

• Communication Skills