Compassion Connected Communication

Compassion is a critical driver of patient experience, staff well-being, and trust. Grounded in emotional intelligence, this presentation explores compassion as a learnable skill that is expressed through observable behaviors, especially in moments when emotions escalate or dignity is threatened.

Participants will examine the differences between sympathy, empathy, and compassion; consider how self-awareness and emotional regulation shape interactions; and explore how compassion can support service recovery by de-escalating situations, restoring trust, and strengthening human-to-human connection. The session also highlights how communication models, such as C.I.CARE or an organization’s preferred approach, can help teams consistently operationalize compassion across the care experience.

Speaker: Kelly Rippon M.A., CPXP | System PX Consultant, Geisinger

Learning Objectives
-Understand the difference between sympathy, empathy, and compassion.
-Recognize emotions of others and gain self-awareness and regulation of our emotions.
-Apply Emotional Intelligence principles to service recovery events.

Non-members can purchase webinars at a cost of $49 each.