1.2 Evaluate the importance of demonstrating ‘empathy’ and ‘active listening’ for communication with Individuals, carers, relatives, staff and others

Qualification: Level 4 Certificate in Principles of Leadership and Management for Adult Care (RQF)
Unit: Unit 5: Communication and Information Management in Adult Care
Learning outcome: 1 Understand communication in managing care services
Assessment criteria: 1.2 Evaluate the importance of demonstrating ‘empathy’ and ‘active listening’ for communication with Individuals, carers, relatives, staff and others

• Empathy is the ability to feel and understand the emotions of others
• The importance of demonstrating empathy with individuals, carers, relatives, staff and others:
  • Individuals feel listened to, valued and understood
  • Helps to build genuine trust and respect
  • Helps us to understand how to respond appropriately to a situation
  • Demonstrates genuine care and interest
• Active listening is the ability to truly listen to and understand what others are saying
• The importance of demonstrating active listening with individuals, carers, relatives staff and others:
  • Individuals feel listened to, valued and understood
  • There is less likelihood of misunderstandings
  • Prevents important information from being missed