Empathy Regulation in Crisis Scenario

Empathic communication represents the first step of the “END” Communication procedure, which is followed by normalization and de-escalation communication. In this chapter, our view of empathy is conceived not only as an ability of inferring and representing the other one’s mental state but also all the interpersonal procedures and expressions given in a reciprocal and mutual communication. First, we focus on the theoretical aspects of empathic communication and even on practical aspects of this skill; that is not innate but can be learned. Then we present the neural basis of empathy, which are important for having a “neural guide” to address our communication procedures. In this chapter, we provide a number of case vignettes to better explain the difference between a “good/bad” communication and empathic communication and the different results in terms of compliance, therapeutic alliance and outcomes in crisis scenario. Furthermore, the chapter provides practical examples of “empathic” phrases that can be used by clinicians in emergency situations with psychiatric patients but even in other medical settings: the common fields of application of empathic communication basically involve all those contexts in which a healthcare professional-patient relationship is involved. Empathic communication has a cost for the clinician because if in several cases it is easy to represent the mental state of the other and tune in to it, in some cases it can be very difficult and constitute a considerable effort: that’s why we recommend a training and a careful supervision for clinicians and healthcare professionals.