The words we use in the workplace to talk/write to and about others including people who use the service, their families and other staff members are important. Language is a powerful indicator of the culture that exists in healthcare organisations and the culture in any organisation is most acutely felt by people who are using the service and by new staff members.
1. Compassionate communication:
Marshall Rosenberg, the founder of non-violent communication (also referred to as compassionate communication), developed the method after observing and studying the way people communicate in different cultures and contexts. Rosenberg taught NVC in over 60 countries, and his teachings continue to impact people worldwide.
The purpose of compassionate communication is to strengthen our ability to inspire compassion and to respond compassionately to others and to ourselves. It guides us to reframe how we express ourselves and hear others by focusing our awareness on what we are observing, feeling, needing, and requesting.
2. Core Emotional Concerns Framework:
Fisher and Shapiro's Core Emotional Concerns framework identifies key emotional concerns that significantly influence people's behaviour in situations of conflict or stress. Your understanding and use of the Core Emotional Concerns framework can be useful in communicating with the people who use our services and with colleagues. The Framework provides a structured approach to identifying and addressing their underlying emotional needs thus facilitating more person-centred and empathetic communication.
We recognise that language evolves, and we are mindful that context always matters. We hope that these tips are useful and we encourage you to develop a capacity to critically examine the language you use in your communication