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NHS Approved Training: Bridging Civility – Exploring emotional Pathways for lasting workplace change

Training dates throughout the year:

Tue, 13 Aug 2024
Virtual, Online
Virtual, Online Fully booked
Mon, 14 Oct 2024
Virtual, Online
Virtual, Online

NHS Framework Approved Training

This one day course will explore civility, the impact of it being present and the impact of it not being.

Moreover, it will delve into understanding the underlying causes of incivility, highlighting how empathy, emotional intelligence, and personal well-being form the cornerstone for cultivating a culture of civility on an individual level, within teams, and in interactions with service users.

It is well known statistic that people who even just witness incivility towards another are 50% less likely to help another person. (Civility Saves Lives) There is also a clear link to patient safety.

Often, we avoid visiting difficult emotions in others, as well as ourselves, because we don’t feel confident, or skilled. We are feeling hurt by another’s incivility to us, or, we simply don’t have the emotional reserves. Understanding the emotional dimensions and stories, acknowledging our collective humanity and vulnerabilities, brings the human focus towards colleagues, patients, and loved ones, to enable authentic learning around civility.

Emphasizing that personal well-being stands as the most potent antidote to incivility. Understanding the profound repercussions of incivility and acknowledging the crucial role of emotional intelligence in fostering civility, facilitates introspection and motivates individuals to cultivate an environment grounded in respect, support, transparency, and continuous learning.

In a supportive and relaxed environment, delegates, will have the opportunity to gain in depth knowledge of the emotional component, relate to, analyse, and realise the significance of civility, building confidence in their own abilities, to make positive culture changes in organisations.


All healthcare professionals wanting to understand on a deeper level, the importance of civility, the impact on it when it is not present and how a civil and psychological safe culture can be supported.


  • Emotional Insight: Sensing incivility’s Impact on Patient Safety, Life, and Trauma, comprehending the ‘Funnel of Life and our shared humanity and fallibility

  • Civility’s Impact: Understand the significance of civility and its effects on workplace culture, patient safety, and relationships.

  • Understanding Emotional Perspectives: Recognise and perceive perspectives, comprehend emotional positioning and motivations, and recognise vulnerability in oneself and others.

  • Roots of Incivility: Identify underlying causes of incivility, emphasising empathy, emotional intelligence, and personal well-being in nurturing respectful environments.

  • Emotional Intelligence: Develop emotional intelligence to navigate and mitigate the impact of incivility, fostering resilience and managing difficult emotions.

  • Culture of Respect: Foster environments grounded in respect, support, transparency, and continual learning, driving positive cultural changes within organisations.

  • Confidence in Change: Gain confidence in analysing and enacting positive shifts, contributing to authentic learning and supportive workplace cultures.

FACILITATOR: Carolyn, has a background in psychology and counselling, specialising in loss, fear and vulnerability, and conceived C&C Empathy Training from her study and personal experiences of adversity within life, trauma, healthcare incidents, and vulnerability.

Carolyn experienced the loss of a child in a healthcare incident and found many individuals and organisations struggled with civility particularly when managing their own stress and fear, causing harm rather than understand the lived emotional experience, motivations and needs, impacting on psychological safety. Carolyn works with several healthcare trusts, NHS England, public and private organisations, legal firms, and whose work has the endorsement of the former Chief Coroner following her work on the National Coroner’s Officers Training Programme 2019.

At the core of Carolyn’s work, is her thought-provoking experience, told with honesty and candour, along with humour. This is joined together with her academic study, analysis and her personality, and belief that understanding ‘why’ something needs doing, rather than just ‘what’ needs doing, is vital and supportive in long term positive change for and staff wellbeing and ultimately patients.

Carolyn is an advocate and affiliated with Civility Saves Lives, which aligns with her long standing her approach to empathy and emotional intelligence development She actively fosters a training environment which promotes genuine understanding, personal reflection, and kindness in a real, human and supportive way.

Facilitated by:

Carolyn Cleveland

C & C Empathy Training Ltd

In-house Training

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Fee Options

Virtual NHS, Schools, Care and Public Sector



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

Supporting Organisations

Tue, 13 Aug 2024
Virtual, Online
Virtual, Online Fully booked
Mon, 14 Oct 2024
Virtual, Online
Virtual, Online

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