Steps 1-2
01: Use appropriate body language
The way we stand or sit, our facial expressions and our eyes can speak more than the words we say. Smiling, maintaining eye contact, having an open stance and nodding occasionally are signs of positive, open body language.
02: Demonstrate empathy, not sympathy
Try to put yourself in the person’s shoes to understand their situation and how they are feeling. Often, when someone is ill or worried about a loved one or child being ill, reassurance and understanding from you and your team will go a long way. However, try to avoid sympathy and phrases such as ‘I know how you feel” as this may offend the person.