Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

This practical book suggests ways in which healthcare students and practitioners can develop their compassion strengths. Discussing what compassion is and means, it includes a new compassion strength model and a series of exercises the reader can use for reflecting on and developing their practice. A hallmark of healthcare practice is compassion, yet there is a lack of understanding as to what compassion is and how it can be developed in practice. The book begins with the challenge of defining compassion, particularly looking at healthcare contexts and making links between self-care and caring for others. It then presents a new, evidence-based holistic model that brings together key elements of compassion for self and other, along with a scale that readers can measure themselves against. Identifying eight strengths "self-care, connection, communication, competency, empathy, interpersonal skills, character, and engagement" Durkin provides the theoretical background to each, accompanied with suggestions for practice and reflective activities. It ends with a selection of vignettes that readers can use to try out their strengths. Highlighting the concept of compassion strengths, and compassion as a way of being, this is an essential read for healthcare students and practitioners, whether involved in direct patient care or management.

Bringing together the crucially important topics of cultural competence and compassion for the first time, this book explores how to practise ‘culturally competent compassion’ in healthcare settings – that is, understanding the suffering of others and wanting to do something about it using culturally appropriate and acceptable caring interventions. This text first discusses the philosophical and religious roots of compassion before investigating notions of health, illness, culture and multicultural societies. Drawing this information together, it then introduces two invaluable frameworks for practice, one of cultural competence and one of culturally competent compassion, and applies them to care scenarios. Papadopoulos goes on to discuss: how nurses in different countries understand and provide compassion in practice; how students learn about compassion; how leaders can create and champion compassionate working environments; and how we can, and whether we should, measure compassion. Culturally Competent Compassion is essential reading for healthcare students and its combination of theoretical content and practice application provides a relevant and interesting learning experience. The innovative model for practice presented here will also be of interest to researchers exploring cultural competence and compassion in healthcare.

A compass for leaders lost in the paradoxical space between attention to people and attention to results-with Compassionate Accountability you don't have to choose! Sadly, compassion and accountability are too often in tension-leaders feel they have to pick one or the other. But solely prioritizing accountability can create toxic work environments that drive away good talent. On the other end of the spectrum, being too nice can compromise performance and productivity. Finding harmony between compassion and accountability is the ultimate catalyst for improved results and a thriving workplace. The solution is recognizing that compassion and accountability are not opposites. In fact, accountability is an element of compassion. Compassionate Accountability is the process of building connection while getting results. This book shows how this foundational mindset, philosophy, and way of living can lead to a thriving organizational culture. It covers such topics as these: Why you can't practice compassion without accountability How to turn on the three switches of the compassion mindset-and the predictable damaging consequences when they're turned off The key role Compassionate Accountability plays in a healthy leadership culture Six areas to focus on to start building your culture of Compassionate Accountability Five common barriers to compassion for leaders-and how to overcome them Plus, readers will find real case examples of how organizations have adopted Compassionate Accountability, along with quizzes and self-assessments to help them learn and apply the concepts. Leaders seeking a renewed sense of fulfillment in their roles and increased leadership impact will find inspiration, guidance, and a road map for cultural transformation.

How do we define compassion? Is it an emotional state, a motivation, a dispositional trait, or a cultivated attitude? How does it compare to altruism and empathy? Chapters in this Handbook present critical scientific evidence about compassion in numerous conceptions. All of these approaches to thinking about compassion are valid and contribute importantly to understanding how we respond to others who are suffering. Covering multiple levels of our lives and self-concept, from the individual, to the group, to the organization and culture, The Oxford Handbook of Compassion Science gathers evidence and models of compassion that treat the subject of compassion science with careful scientific scrutiny and concern. It explores the motivators of compassion, the effect on physiology, the co-occurrence of wellbeing, and compassion training interventions. Sectioned by thematic approaches, it pulls together basic and clinical research ranging across neurobiological, developmental, evolutionary, social, clinical, and applied areas in psychology such as business and education. In this sense, it comprises one of the first multidisciplinary and systematic approaches to examining compassion from multiple perspectives and frames of reference. With contributions from well-established scholars as well as young rising stars in the field, this Handbook bridges a wide variety of diverse perspectives, research methodologies, and theory, and provides a foundation for this new and rapidly growing field. It should be of great value to the new generation of basic and applied researchers examining compassion, and serve as a catalyst for academic researchers and students to support and develop the modern world.

Using compassion as the foundation, Dr. Emelia Sam explores the way in which contemporary healthcare can be transformed from the inside out. Compassionate Competency serves as a guide for the healthcare community to deliver the type of service that patients deserve while providers simultaneously find meaning and fulfillment in the care they give.

There is good and increasing evidence that cultivating compassion for one's self and others can have a profound impact on our physiological, psychological and social processes. In contrast, concerns with inferiority, shame and self-criticism can have very negative impacts on these processes and are associated with poorer physical and mental health. The Compassionate Mind Workbook is for anyone who is interested in how compassion - in the form of ideas and practices derived from Compassion Focused Therapy (CFT) and other approaches - may help us to engage with, understand and ultimately, try to alleviate suffering. CFT utilises both Buddhist practices and Western psychological science. It draws on neuroscience, insights into emotion regulation and identity formation, interpersonal psychology and a range of psychotherapeutic models. CFT-based interventions can help people with a range of mental health problems develop compassion for themselves, be open to the compassion of others and develop compassion for others. This workbook is a step-by-step guide to CFT, in which the chapters build your understanding of yourself, the skills that give rise to a compassionate mind, and ways to work with whatever difficulties you're struggling with in life. The exercises, prompts and case stories in this book provide an understandable and practical way to develop compassion.