13 February 2025
Leightons has introduced a trial of a new course designed to enhance the emotional awareness and communication skills of professionals.
The Empathic Consulting Course was developed by Leightons and The Hearing Care Partnership and rolled out in 2024 across the audiology side of the business and is now being trialled with dispensing opticians.
The course is aimed at improving patient experience and outcomes, while empowering employees, emphasising skills required for fostering meaningful patient relationships.
The training was created by Beth Newbould, learning and development lead in audiology, and Claire Vernon, learning and development manager, and takes inspiration from experts in psychology and communication.
The training is structured into three workshops, the first of which explores the emotional factors that influence patient interactions and encourage participants to approach consultations with greater empathy.
The second workshop provides practical tools, such as reflective listening, and is followed by a final session on self-reflection and the importance of long-term professional growth and patient satisfaction.
Vernon shared: “While technical skills are crucial for our team, we recognised a significant gap in training for the softer, more interpersonal skills that are just as vital.”
It is hoped the course will help to boost confidence and foster a greater sense of fulfilment.
“After a successful rollout in audiology, we’re excited to now collaborate with dispensing opticians to trial the programme, fine-tuning it if necessary to ensure it delivers the greatest possible impact,” she added.
Participants in the course have described improvements in their communication, listening and empathy skills, and shared that this has deepened their connections with clients. Patients have also reported feeling more understood.
Ryan Leighton, CEO of Leightons, said: “This course has helped elevate our position and equipped our employees with the tools needed to create more effective, industry-leading consultations and ongoing care.”
The Empathic Consulting Course forms part of a development programme that is being launched by Leightons.
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