Demonstrating Empathy in Challenging Situations

Chapter Six starts by introducing the following strategies that foster empathy when caring for people who are difficult: choosing not to judge; imagining what it is like to be the other person; listening to their story; understanding that acting out is often a desperate cry for help; and taking a step back when conflict happens. The focus of the discussion then moves to the topic of substance use. Impediments to substance use recovery are identified as: the use of stigmatizing language, client self-shame, therapist stigma, counsellor burnout and compassion fatigue. The following treatment modalities that support recovery in people who use substances are explored: non-judgement and acceptance; clinician empathy; teaching social skills and empathy to clients; and meaning centered therapy (MCT). MCT is specifically recommended as an adjunct to other current and relevant treatment modalities for substance use, because it is evidence-based, person-centered, responsibility focused, and associated with positive outcomes. It is established that the greatest factor in creating a positive outcome for any client with substance use, regardless of theoretical premise is counsellor empathy. The second portion of the Chapter illustrates effective ways to communicate care to people who are seriously ill or dying. Three specific case studies of lived experiences are presented. In the first narrative, a nursing instructor takes a time out to gather her emotions after a startling incident. The second story concerns the importance of offering palliative care when a cure is no longer an option. In the third case study, a doctor shares a story of how a dying patient taught him some valuable lessons about life. In the Case in Point, a nursing student learns to stop judging people with substance use. An exercise in tolerance and acceptance is proposed, followed by an additional teaching strategy on how to respond with empathy when faced with challenging circumstances.