We’re All Emotional Beings: That’s What It Is to Be Human

Building Cognitive-Based Compassion into Service Recovery Training

Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged