Being the first contact of a service user is an important role, one that determines, to a large extent, an organisation’s professionalism, and commitment to service delivery. But dealing with people of different temperaments on a day-to-day basis, answering the same questions or directing them through processes can be monotonous or stressful.

However, as a service provider the needs of the service must, and to have a meaningful and gainful experience, for yourself and for the organisation that you represent, there are ways to work around it.

Bringing empathy in the heart of service is a good start.  It can be satisfying and rewarding, for both service provider and user.  

To build an empathy-based public service, a three-day pilot training on empathy is currently underway in Punakha. The first cohort of 20 service providers from the National Land Commission Secretariat, select district and thromde (municipal) administrations completed the training last week.

The second cohort training is underway and the third will complete on August 6. 

The pilot training is part of a social experiment carried out to evaluate effectiveness of the training to bring about the desired mindset and behavioral changes of the frontliners at service centres. A 360 degree feedback system will be used to evaluate the impact, findings of which will be out by October 2021. 

The social experiment is part of the Public Service Delivery (PSD) initiative of the Royal Civil Service Commission (RCSC), supported by the UNDP. The PSD task force comprises members from Gross National Happiness Commission (GNHC), Public Service Delivery Division (Office of the Prime Minister & Cabinet Secretariat) and UNDP Bhutan. 

Based on the insights gathered from relevant institutions and experts, both international and local, a group of local trainers with varying expertise in soft skills co-designed a training module. The module was successfully tested on Health Help Centre personnel of Department of Medical Services.

The empathy training has three broad modules of Empathetic Communication, Self-governance, and Experiential Learning. The training is expected to help service providers recognise importance of empathy, make service centres a safe space for open communications, and learn to listen and speak empathetically, among others. 

Addressing the participants during the opening ceremony, RCSC Commissioner Dr Ugyen Tshewang and UNDP’s Deputy Resident Representative (ai) Dao Xuan Lai emphasized the importance of service providers exhibiting empathy in their day-to-day work, for better service user experience, increasing profile of the institution or office they represented and for personal growth and satisfaction.

The efficacy of the training is assessed by an independent evaluator, the results of which will be out by October end, this year.

Addressing the participants during the opening ceremony, RCSC Commissioner Dr Ugyen Tshewang and UNDP’s Deputy Resident Representative (ai) Dao Xuan Lai emphasized the importance of service providers exhibiting empathy in their day-to-day work, for better service user experience, increasing profile of the institution or office they represented and for personal growth and satisfaction.

The efficacy of the training is assessed by an independent evaluator, the results of which will be out by October end, this year.

From the participants 

As a surveyor I deal with people from all walks of life. I might not have been a model public service delivery person, I have come to know after the training. I have often told client I will get back to them and never done that. I have not followed telephone etiquettes. I have never considered my physical presentation or body language as part of my work. I have not greeted people but dived directly into the issue they wanted addressed. I might not have considered their emotional or physical wellbeing while communicating with them.

Reflecting on these as lessons, I look foward to being more professional and empathetic.   

-  Lhamo Tenzin 

We often receive complaints that our front desk staff are rude. After the training I have realised maybe they had reasons to complain for we might have been rude, unknowingly. We may not have greeted them, given them eye contact, or acknowledged them immediately.

Often people also barge in and shout at us, and we react and end up in an argument. This is not how we should react. When people come in with such temperament, if we keep our calm and then address them politely, their stance could change.

The training is very relevant to our work. I would encourage others to get trained.  I will also be implementing what I have learnt over the course of the training, at work.

- Phurba
 

His Majesty has been visiting high-risk areas, assessing the situation in these places. He is the epitome of compassion, serving his people. In our office, people come to avail services, and we should learn from our King. People come to us avail services and we must serve them, wholeheartedly. I pledge to serve people from the heart, with empathy. 

- Tshering Lhamo