Customer/Patient Empathy, Communication&Anticipation| London TFE

Overview
Course Outline
Scheduled Dates

Course Overview

This course strengthens essential patient-facing capabilities that directly influence trust and satisfaction: empathy, communication, and anticipation. Participants learn how to recognise emotional cues, communicate with clarity and respect, and proactively address patient concerns before they escalate. The programme is designed for real-world healthcare settings where time pressure and anxiety are common, ensuring staff maintain professionalism while delivering reassurance and confidence.

Objective:

Participants will be able to:

Demonstrate empathy using practical communication behaviours
Listen effectively and respond with clarity and reassurance
Identify emotional cues and patient concerns early
Anticipate needs to reduce anxiety and complaints
Communicate consistently across diverse patient groups
Maintain professional boundaries while showing compassion

Course Outline

Day 1: Foundations of Empathy in Healthcare

Empathy in healthcare: behaviours and impact
Understanding patient anxiety and uncertainty
Professional compassion without overstepping boundaries
Recognising barriers to empathetic communication

Day 2: Effective Communication and Active Listening

Listening skills for healthcare environments
Clear explanations and expectation setting
Non-verbal communication and tone control
Communicating confidence and calm

Day 3: Managing Sensitive Interactions

Handling sensitive topics with professionalism
Communicating with distressed or frustrated patients
Cultural awareness and respectful language
Preventing misunderstandings through clarity

Day 4: Anticipation and Proactive Patient Support

Anticipating unspoken needs and concerns
Proactive reassurance and update practices
Reducing friction at key touchpoints
Improving internal handovers to support patient confidence

Day 5: Embedding Empathy into Healthcare Routines

Embedding empathy and anticipation into routines
Consistency standards for patient-facing teams
Team alignment on communication expectations
Sustaining patient-centred behaviours over time

Schedule & Fees

Select Month

All
September
December

Location

All
London

Popular

Customer/Patient Empathy, Communication, and Anticipation Skills

Date: 07 - 11 Sep 2026

Duration: 5 Days

Venue: London

Price: £4,500

Popular

Customer/Patient Empathy, Communication, and Anticipation Skills

Date: 07 - 11 Dec 2026

Duration: 5 Days

Venue: London

Price: £4,500

Customer/Patient Empathy, Communication, and Anticipation Skills

Date: 07 - 11 Sep 2026

Duration: 5 Days

Venue: London

Price: £ 4,500

CPD Standards

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

100000+ Members in
59+ Countries with
3000+ Chapters

Why Choose London Training For Excellence?

Reliability

We will never cancel a confirmed booking
Support

We offer around the clock support
Tailored

We customise our courses to suit your personal learning needs
Quality

Our courses are delivered by highly experienced industry experts
Recognition

All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

Get In Touch Today