The Importance of Compassionate Communication in University Services

Since last summer, Géraldine Dufour and I have been working with University Services, facilitating their strategic and practical development in Compassionate Communication.

This was ahead of the recently launched ARC Compassionate Communication initiative¹ following its development with the HE Mental Health Implementation Taskforce. The Government’s Student Support Champion, Edward Peck (NTU) recognises that:

“Academic Registrar’s and their teams play vital roles in students’ experiences. They are responsible for thousands of small but important touchpoints with students, and, as we have heard from parents and students, these are moments that matter. It is these interactions, perhaps even more than the actions of senior leaders or the objectives within strategy documents, which drive the culture of the organisation as experienced by its students.”

A recent personal connection to a student who experienced a lack of compassion convinced me that this work is critical and not simply a ‘nice to have’²

A family friend is in their second year of an undergraduate programme at a British university They achieved first-class marks throughout the first year, and on receiving a lower mark for the first assignment of the second year, they sought advice from tutors on how to improve the mark. The tutors referred it to the internal moderator to see if anything further might be improved. The internal moderator spotted that a conversation/interview with a fellow student had been included without ethical approval processes being followed. This stemmed from naivete but, rather than being addressed as a key learning point, was treated in a punitive way. Their mark was reduced to zero; a meeting was called where the student was told to ‘be honest’ and accused of a “serious violation”, which would be addressed by an investigatory panel.

Although the matter was eventually resolved after an informal panel meeting—which felt anything but informal—the student was left feeling punished for demonstrating initiative and creativity, as originally encouraged in the assignment brief.

Tutors sympathised but distanced themselves from responsibility, characterising the situation as a failure of university procedures. After the meeting, the course leader encouraged the student to pursue further studies in the field beyond their first degree, citing their excellent potential. While well-intentioned, this mixed message only added to the student’s confusion and frustration.

Strategically developing and fostering a culture of compassionate communication should significantly enhance the quality of interactions within and across university communities; they need to resolve the split between faculties and academic processes that feel punitive, the opposite of compassionate.

Beyond the student experience mentioned above, every university in my network is overseeing frequent, large-scale, and complex change programmes. Many of these come in the wake of recent disruptions, such as course restructures, redundancies, and other significant challenges. These, too, require a compassionate approach.

Without compassionate communication, there is a significant risk that people will feel change is being imposed upon them rather than implemented collaboratively. Integrating compassion into the change process, especially when implemented at speed to create more efficient organisations, helps ensure that those affected understand the need for change.

Why Compassionate Communication Matters

Compassionate communication is more than just a method of conveying information; it is a way of connecting with colleagues, students and other stakeholders. It involves recognising the emotions and needs of others and responding with empathy and understanding.

This approach can lead to numerous benefits within a university setting, such as:

• Enhanced Student Support: Students often encounter various challenges, from academic pressures to personal difficulties. By practising compassionate communication, university staff can create an environment where students feel supported and are more likely to seek help.

• Improved Staff Relations: Compassionate communication fosters a more positive work environment. When staff members feel understood and respected, job satisfaction and collaboration improve. This, in turn, enhances overall university efficiency and effectiveness.

• Stronger Community Engagement: Universities are integral parts of their communities. By being benign, honest, and open in their interactions, universities can build trust and strengthen their relationships with both internal and external stakeholders. This can lead to more fruitful partnerships and improve relationships with the community.

Principles of Compassionate Communication

To implement compassionate communication effectively, university administrators can adopt the following principles:

• Authentic Listening: Truly listening without planning your response can create a sense of connection and understanding. This means being present in the moment and giving full attention to the speaker.

• Openness and Honesty: Transparent communication builds trust. This involves sharing information openly and admitting mistakes when they occur. Honesty is fundamental in fostering trust within university communities.

• Empathy and Understanding: Recognising and validating others’ emotions is crucial. Acknowledging feelings and showing genuine concern for well-being can significantly improve interactions.

• Non-Judgmental Approach: Avoiding judgments and focusing on observations can help in addressing issues constructively. This means carefully describing situations factually without attributing blame or making assumptions.

• Patience and Respect: Allowing others the time to express themselves and respond at their own pace shows respect and consideration. This can lead to more meaningful and productive conversations.

Implementing Compassionate Communication

For senior leadership teams, implementing compassionate communication requires a commitment to these principles at all levels of the institution. This can be achieved through:

• Training and Development: Providing training sessions for staff on compassionate communication techniques equips them with the skills needed to interact effectively with students, colleagues, and community members.

• Policy and Practice: Embedding compassionate communication into university policies and practices ensures that it becomes a core value of the institution. This can include guidelines for interactions, feedback mechanisms, and support services.

• Leading by Example: Administrators should model compassionate communication in their daily interactions. By demonstrating these principles, they can encourage others to adopt similar approaches.

Compassionate communication is a powerful tool for enhancing university services. By being benign, honest, and open, universities can create a more supportive, collaborative, and engaged community. This not only benefits students and staff but also strengthens the university’s role within the broader community.

1. https://arc.ac.uk/student-commitment ↩︎
2. Anonymised and shared with permission ↩︎

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