Empathy and support Empathy is a two-stage process that relies on understanding another person's predicament and emotions, and communicating this understanding to the person in a supportive way. 4 Empathy conveys a shared understanding and acceptance for the person's state of mind. It does not mean that you try to understand a situation that you could not possibly have experienced, but that you are involved in sharing their experience with them. By entering the frame of reference of the patient, respect for their predicament is conveyed. Basic empathy involves listening carefully to the person and communicating an understanding of the feelings, behaviours and experiences associated with what has been said.
Support is only available to the patient when the clinicians' thoughts are verbalised.
Pay attention to both verbal and non-verbal messages. Give yourself time to think and respond to what has been said. A pause can allow time for greater reflection and understanding. Frequent, short responses to the patients core message is an effective way of conveying empathy without interrupting the flow of the discussion. Structure your response to suit the patient.