Compassion Is A Core Competency In Healthcare With Liz Bruno [Podcast]

The competency of demonstrating compassion is a retention tool.

Meet Liz Bruno, the Chief Learning Officer at Baptist Health Jacksonville. Liz oversees an impressive six-hospital system with a staggering 14,000 employees. And she’s a force to be reckoned with—a true rebel at heart and a shining example of compassion in the healthcare field.

Liz sees the impact and knows the research. Healthcare providers who learn to practice real compassion are more effective, more energized, have better days, and are more likely to stay.

Get the scoop in this episode of OnCompassion. Watch my top three takeaways video, listen to the audio, or read the transcript.

What’s In This Episode

• Liz shares how her previous experience as a dancer, nurse, and caretaker for her brothers formed her passion for healthcare.
• Liz describes her role and how she views compassion in healthcare.
• Liz explains how we should be teaching compassion to healthcare providers.
• How do you combat burnout?
• What are the biggest disruptions healthcare if facing now?

Compassion in Healthcare Highlights

Listen To The Audio

Read The Transcript

Intro – Nate Regier: Are you a leader who cares deeply about a positive and trusting work culture, but also wants to keep a laser focus on performance? Do you ever feel pulled between the two? Good news, you don’t have to choose. My podcast is dedicated to the belief that compassion and accountability are meant to work together. Never before in our history has the need for Compassionate Accountability^® been greater. Everything from our personal wellbeing to our collective survival depends on it. So I share wisdom, stories and best practices from experts who are in the trenches making compassionate accountability a reality.

I’m Nate Regier, our host for On Compassion with Dr. Nate. I’m also the founder and CEO of Next Element Consulting and author of four books about compassion at work, including my new book, Compassionate Accountability: How Leaders Build Connection and Get Results. I’m a husband, dad, competitive barbecuer, woodworker, and avid outdoors person. Thank you for joining me and I hope you’ll implement the tips and tools in this show. If you benefit from my podcast, please subscribe, rate, and review to help us reach more listeners. Also, be sure to visit my website at next-element.com and go to the podcast page to access the notes and links for each show.

Nate Regier: I want to start with a shout-out to Meredith Bell, my friend, fellow podcaster, and supremely generous soul. Meredith introduced me to my guest on this episode. She knows my passion for compassion in healthcare and the type of person I’m looking for for my podcast. So when I reached out to her about getting to know each other and being on my podcast, she said something to the effect of, “If you’re a friend of Meredith, you’re a friend of mine.” That says so much about Meredith. And it also says a lot about Liz Bruno.

I’m going to keep the introduction short because I’ve learned that Liz isn’t the kind of person that does well with boxes and formalities. Liz Bruno is the Chief Learning Officer at Baptist Health in Jacksonville, Florida, serving a six hospital system with 14,000 employees. She has a rebel soul, an angel’s heart, and doesn’t mince words when it comes to what’s going on in healthcare. Maybe that’s because she grew up with seven brothers, and I’ve learned that in past lives she was a dancer and was in the Army Reserve Nurse Corps. Beneath it all, Liz is a kindred spirit when it comes to understanding what real compassion can look like in the world of healthcare and what we need to be focusing on. I guarantee you’ll enjoy learning about Liz in her own words a lot more than from me. So let’s have some fun together today. Liz, welcome to On Compassion.

Liz Bruno: Good morning, Nate. Thank you so much for having me on.

Nate Regier: It is great to have you here. And you were telling me that you’re coming from Jacksonville and it’s a rare gray day in Florida.

Liz Bruno: Yes. We don’t have many of these, so it’s very strange because we’re so used to sunshine. We’re totally spoiled.

Nate Regier: Yeah.

Liz Bruno: It’s still a wonderful morning. I’m healthy and I have a great set of team members and a wonderful day. So life is good.

Nate Regier: Well, I love your positivity. I’ve just enjoyed that every time we talk. So a dancer and a nurse, what’s your story, Liz?

Liz Bruno: Oh Lord. Well, I was in the corps de ballet of a professional company. Broke my foot, became… Really broke my foot. I have some hardware in there.

Nate Regier: Oh, my!

Liz Bruno: And became a nurse. I grew up in a family of healthcare people. My mom was a nurse and of my seven brothers, six of them had a disorder called a gammaglobulin anemia, six out of the seven. And so they have all passed on.

Nate Regier: Oh, wow.

Liz Bruno: And I grew up nursing, so when I stopped dancing, I became a nurse and it’s been a wonderful journey for me.

Nate Regier: Wow. So a lot of caring for your own family.

Liz Bruno: Yes. Yes. Uh-huh.

Nate Regier: Wow. So they call you Chief Learning Officer, but when I talked to you, you said if you could retitle yourself, you’d give yourself a different name. What would you really like to be called?

Liz Bruno: I was thinking that Learning and Development Goddess has a certain panache.

Nate Regier: It does.

Liz Bruno: It does. I think so, but our HR department just can’t quite bring themselves to put it on a badge. So I was thinking about making my own badge.

Nate Regier: Yeah, well, you could have two. And maybe when this podcast goes live and it’s really trending, maybe then that will be enough influence that we can get your title changed.

Liz Bruno: Yes. Life is short. I want to be a goddess.

Nate Regier It is. So what are you doing these days? Will you share a little bit about your role at Baptist Health and what you work on?

Liz Bruno: I am very, very blessed because I have a wonderful team. We design, develop, and deploy training for the entire system. We focus a great deal on not just our clinical team, but that’s about 65%, but also on our folks who are non-clinical who support the work of patient care and also our electronic health record. We just transitioned from one to another.

Nate Regier: Oh, fun.

Liz Bruno: Well, I will tell you, I seriously considered drinking. Really seriously drinking. But I’m not good at it. So until I can find a substitute vice, I just had to go along. So we focus a great deal on the training that’s required for the knowledge, skills, and abilities at the bedside because everything is changing all the time. The knowledge is changing, the technology is changing, but also fundamentally, people come out of school and there’s no way they know everything they need to know or have all the skills they need to have. So we work a lot on that transition.

We also work on when people come in from the outside who have experience, and we welcome them, we assess where they are and we work on the competencies. And it’s funny because I am familiar with your work, and I feel like that’s how I really clicked in with you, because to me, the compassion piece is a competency. And while you can focus on the technical skills and while you can design fabulous training and deploy it in many, many different ways, which we do, the compassion piece is so important to everything. And not just for our folks at the bedside, but for our leaders, for our folks who are in IT and revenue cycle and strategic sourcing. Compassion makes everything better.

Nate Regier: Wow. And you said a lot there that you’re noticing that among all the technical competencies and there’s new ones every day, and it’s a challenge, there’s still this differentiator, this secret sauce maybe you could call it, which is compassion. And it applies at all levels. What is it, if you could define it or describe it, what is that thing that you’re calling compassion?

Liz Bruno: Well, there was a time I thought, like a lot of people do, that compassion is just empathy in action. And while that holds some water, it doesn’t hold the whole glass. It really doesn’t. Because you can be, and this sounds like it shouldn’t make sense, but you can be compassionate without empathy because not everyone’s compassionate, not everyone’s empathetic. It is truly, I grew up, I was blessed to grow up in a family where I was surrounded by compassionate people, my parents, the caretakers of my very sick brothers. And it’s hard for some people to understand that you can still be compassionate without having that outpouring of Mother Teresa-esqe, you know?.

Nate Regier: Yeah, yeah.

Liz Bruno: There are those people. And you know what? I’m not one of them. I am an empathetic person, but I don’t have the same level of empathy that my mom had or many other people I’ve met who are just… But I’m also not on the other end of the spectrum, which is absolutely none. And it’s taken me a long time. You want to talk about a journey to understand how important it is to be able to help people tap into what will allow them to be more compassionate? There’s lots of different reasons. And it was funny, I think I even mentioned this to you in one conversation we had.

Talking to a physician, not here at Baptist, but from another healthcare system, a surgeon actually. And he and I were talking about, and he said, “Oh, you’re one of those touchy feely people.” I said, “I’m touchy, but I’m not feely.” But he said that over the years, because his wife and some of his staff had taught him to behave in a compassionate manner because his patients had better outcomes when he did it. And the work that Trzeciak and Mazzarelli did.

Nate Regier: Yes.

Liz Bruno: I have to admit, and I don’t just tell this to anyone, I have a wild crush on Trzeciak’s brain.

Nate Regier: Yes.

Liz Bruno: I’m not sure I would know him if I fell over him in the elevator, but I do have a wild crush on him because he came at his work from a research standpoint, and through that massive in-depth work showed how compassion improves outcomes and satisfaction and it makes life better for the person demonstrating compassion. So going back to the surgeon that I talked about, he said it was hard for him to change, but once he did, he said, “My patients were happier, my patients did better, and I felt better.” That is what I’ve seen consistently throughout my career.

Nate Regier: Well, you mentioned Trzeciak. He’s amazing. And I got to interview him on my podcast. It’s a great episode. But him and Mazzarelli’s book, Compassionomics is just incredible. If you’re in healthcare, if you aren’t convinced on the research about the power of compassion to change and to improve almost every measurable outcome in healthcare, read that book. He’s one of the pioneers.

But you bring up a really interesting point I’d like to dive deeper in, and this is this idea that if we define compassion as empathy and action, we’re really limiting ourselves and we’re also making it inaccessible to people that maybe don’t have a lot of mirror neurons or who aren’t all big, huge bleeding hearts and Mother Theresas. And that’s a topic I tackle in my new book, Compassionate Accountability, is one of the barriers, I think, to people learning to practice compassion that works is thinking, well, I have to have a big heart. I have to have a soft heart. So either I’m not cut out for this or I don’t want to be that touchy feely softy.

And so one of my points, and I think you would agree, is that there are many on-ramps to compassion.

Liz Bruno: Yes.

Nate Regier: And it’s a learnable, teachable skill that people from all walks of life with all kinds of backgrounds can learn to do. What are you finding in terms of the trends in healthcare on how you teach people to behave compassionately?

Liz Bruno: Well, I honestly think that different forces have come together to impact how compassionate people are. With the pandemic, we had a lot of folks who “burned out”. And the problem there is now I can’t feel anything. A lot of people numbed out. And so when someone can’t access their own empathy, helping, I’m going to use your phrase because I’m going to steal it now, shamelessly, which I believe in stealing from the best. I don’t care. So I think it’s important to help them see the on-ramps, the other on-ramps. Your patients will do better. You will be more successful. And that old phrase, fake it till you make it is a powerful thing even when you’re not burned out.

And I tell people this every day, you wake up every morning and you have a certain amount of physical, emotional, intellectual energy. Depending on, if you have small children, people walk around for a couple of years sleep-deprived, and then they’ll tell you, I’m stupid because I have small children. There are times you have to say to someone, it’s okay to come in and do your job. Because everyone’s going to have bad days, and we’re not going to judge you on your worst day. However, we are in the business of healing. We can’t cure everything. To heal means to help make whole. So we have to be accessible to our patients and their families, the people who love them. And so teaching people how to do that when they are barely functioning, whether it’s I’m burned out, whether it’s I’m exhausted, is a really important thing to do. So we do teach that. We teach that to new nurses coming in the door. And they’re idealistic and energized and exhausting because they’re so energized, right?

Nate Regier: Yes, yes. They’re passionate and-

Liz Bruno: Oh, they’re passionate. And God, was I like that.

Nate Regier: I bet you the question I get asked the most when people are asking for support is, how do we deal with burnout? And what advice do you have for nurses, for doctors that are experiencing the symptoms of burnout? And one of the things that I often say is there’s a difference between zoning out and leaning in. And the last thing you would think to advise somebody who’s burned out is to lean into the relationship. But I think what’s missing is how do we lean in in a way that protects our boundaries, builds relationships, but in a way that still honors our identities? And again, back to a problem of if we think empathy is the only on-ramp, then we can get so enmeshed and take on so much negative energy that we forget who’s feeling what.

Liz Bruno: Right.

Nate Regier: And it’s difficult. And I guess that’s where the notion of accountability comes in. We’ve kind of resonated around how accountability is a really important part of this.

Liz Bruno: It is. It is. You just said a lot as well. So I will tell you that sometimes giving people words they can use is powerful. I had a lovely young baby nurse, we call them when they first come in the door and she said, “Oh, Miss Liz.” Because I’m in the south. Miss Liz.

Nate Regier: Miss Liz.

Liz Bruno: Miss Liz.

Nate Regier: But you’re also a goddess. You’re the learning goddess.

Liz Bruno: Yes, that point well made. So she said, “I just don’t have your words,” because I was talking about communicating with difficult patients. And I realized then that sometimes we need to help give people the words and then it follows, the feelings will follow. And so while I don’t believe in some of that old “therapeutic communication” stuff that they taught back when I was, and I don’t even want to tell you how many years ago that was, a young student, I do believe sometimes we have to give them tools. We have to give them words. We have to help them see, I love your on-ramp, and help them see that by leaning into the relationship with that parent or that patient or that family, that they then will feel better, feel more, and have more energy. They will be energized by the leaning in versus the pulling back.

Nate Regier: Oh, I’m thinking of an example. We were working with a large hospital system, and this physician, a pediatric physician, surgeon really struggled. And there was this really difficult case that was really high stakes. It was a four-year old and the emotions are so high, the stakes are high. And it always seemed like a big battle between her and all her nurses and staff on getting the paperwork, getting the insurance, talking to the family. And it wasn’t the kind of an environment that brought the kind of positive energy you would want. And she kept thinking she had to do more, do more, do more, and was burned out. And finally, we gave her the words and she was able to approach her team and say, “I’m scared and I want your support.” And completely leaned in and changed the conversation from I’m barking orders try to get you all to do stuff, versus we are a team and we’re working together. And it really completely transformed the situation. I love what you said though about we need to give people the words first. Little tools, little ladders, little handles they can hold onto.

Liz Bruno: Yes. That is brilliant. Because you helped her know it was okay to be vulnerable. That is so amazingly powerful. And physicians are frequently told, you’re the captain of the ship. You’re the dish… You’re the general.

Nate Regier: Be strong for your patient.

Liz Bruno: Be strong. You have to really… When in fact, that vulnerability allows people to come together and move toward, again, I’m going to say healing, because sometimes there’s cure involved. Hopefully most of the time. But the healing is not just for that patient. It’s for everybody.

Nate Regier: Yeah. Well, and the most restorative benefits of compassion are when we truly struggle together towards something new and different. And there’s something amazing to show for it at the end. There’s a process. I’m curious, what do you say to healthcare providers that are burned out that the last thing they would even consider is to lean in? How do you convince them that getting vulnerable is actually a key towards more energy and better care?

Liz Bruno: It depends on the person, but one thing that I’ve found is that if someone is a parent, they’ve done this. They’ve done it. Because when they are burned out and seriously thinking about running away to Tahiti, they know they can’t. Or most of them know they can’t.

Nate Regier: Yeah. Yeah.

Liz Bruno: And I ask them, explore with me. Have you been able to lean in with your family, whether it’s your children? If you don’t have children, your siblings, your whomever? Most people can find an example where leaning in made the difference, but they don’t see the connection necessarily between that and what they’re doing with patients.

Nate Regier: That’s brilliant. Because that is the kind of empathy that doesn’t burn us out. That’s cognitive empathy, basically saying, can I find something in my life where I’ve walked in that space, or maybe I’ve felt that way. And just doing that doesn’t mean I have to take on your pain, but it means I can appreciate it and I can understand it at least cognitively. And that’s really, really brilliant. I’m going to steal that. And because of what you just shared, I want to share something. So literally just before I got on the call with you, I’ve been feeling pretty overwhelmed. I came off of two weeks on the road just feeling like I’m not keeping up and I need my mommy. Do you ever feel that way?

Liz Bruno: Oh, yeah.

Nate Regier: So today I called my mom and I said, “Can I come work at your house?” She has a wonderful apartment. She makes tea. She has a beanbag that’s heated in the microwave when I get there for my back. And just because it feels good. And I said, “Mom, can I come hang out at your house? I need a respite.” And she’s like, “Come on over. I’ll make soup for lunch.” And I think there’s just something about remembering when people have taken care of us too and been there for us, that’s a…

Liz Bruno: That is, oh my God. I love that.

Nate Regier: I’m going to go hang out with my mommy today after this because I need it.

Liz Bruno: I think that’s wonderful. Allowing yourself, and this is another thing about healthcare providers, and I really don’t care what discipline you’re in. It’s really hard because you’re busy taking care of everybody with an elbow and a gallbladder to sometimes allow yourself to be taken care of, to be willing and able to ask for help, to be willing and able to be vulnerable enough to ask for what you need as opposed to just stuffing and giving, giving, giving and not stepping back and saying, what do I need to fill up myself right now? And honestly, that’s a lesson I have to learn and relearn all the time.

Nate Regier: I wish we would lift up more examples of that in the media. We had the examples of the superheroes and oh my gosh, during COVID, yeah, nurses that worked many, many shifts. Going above and beyond, and that’s amazing. It’s crazy. That’s the stuff that makes the news. But it seems like we ought to spend more effort lifting up the power of vulnerability or somebody that got real with a patient or someone that was willing to get vulnerable, and it transformed something and change the whole myth that that makes you weak or makes you incompetent or somehow compromises your credibility. Wow.

Liz Bruno: It is so powerful. And I’ve seen so many wonderful examples from physicians, from nurses, from respiratory therapists.

Nate Regier: Yeah.

Liz Bruno: It’s just phenomenal when you have those stories. And I believe in teaching from stories. When you have those stories, it makes a huge difference. People go, “oh.” So we’re big story collectors here at Baptist.

Nate Regier: We are. I remember a physician that I was working with that was really struggling. He said, “It’s been a long time since I felt like a healing machine.” And I asked him about that, and he talked about how just the distractions, the busyness, the feeling pulled from the patient relationship. He didn’t mean be a superhero, he just meant to be a healing machine. Whatever that looks like in your relationships. So Liz, I’m curious, you’re in the learning and development space. You’re tasked with also having your eye on the horizon. What do you see coming down the pike that is going to most disrupt the way we think about, how we provide healthcare and the work that you do? Or what’s happening now even?

Liz Bruno: Yeah. Well, shortages. Everyone’s dealing with shortages. Everyone’s dealing with shortages of primary care providers and nurses and other things. So here at Baptist, we have wonderful relationships with our academic partners in the region, but we’re also doing a lot of our own development. We’re looking at what does the caregiver look like that we want working in our environment? And so we started with a certified nursing assistant program, but the focus was on acute care. And the focus was on not just skills, but the ability to communicate and to connect with compassion. And we’ve brought in now back to a model that includes licensed practical nurses. And so we are doing some work there as well. So the whole shortage thing is an issue. We really try very hard to make sure that students who come in the door, and we have thousands and thousands of them understand that one of the expectations we have is compassion.

So that’s one thing, but so much is going on technologically that can potentially take away from relationship building that you mentioned a minute ago. The electronic health record, while it is magnificent and wonderful can also, we made the change last July, we’re still in the phase of people going “grrr” because we changed things and all of that and making it the best it can be. We’re doing that, but we have to be careful that the technology doesn’t take away from the relationship. It is wonderful to be able to do a virtual meeting with your primary care provider or your specialist. That is a wonderful thing, not to have to drive in and all of that. We have to be careful though, that we need to make sure our providers, whether they’re physicians or mid-level providers, have the tools to be able to not just be compassionate in person, but being able to do that virtually. That takes a certain amount of energy.

Nate Regier: Are you doing some training with your folks on how to be compassionate virtually?

Liz Bruno: Yeah. We’re doing some planning and designing right now of that. There’s so much that we have to learn on the fly. The same thing with nursing. You’ll see more and more, and if you read anything that’s going on, virtual nurses who are maybe doing the admission questionnaire or the discharge education, those are really powerful points in the trajectory of care. But we need to make sure it’s not just about checking a box, but it’s about connecting and having that relationship because that is where the healing comes in.

Nate Regier: So you’re, you keep coming back to the same thing. Compassion seems to be the connector. We can keep working on the technology and we need to, but we can’t forget that at the end of the day, that’s really where the healing happens. But it’s also, it’s not just healing for the patient. It’s where the healthcare provider gets their energy and their joy and their passion and is able to wake up tomorrow wanting to come back and do it again. And I’m guessing everyone’s complaining about shortages and it’s a reality. And at the same time, if you are teaching your nurses compassion skills, your doctors compassion skills, they’re having a more rewarding day. They’re feeling more energized, they’re less likely to leave.

Liz Bruno: Absolutely. It is, to me, the competency of demonstrating compassion. That sounds very businessy, but it’s not. It is and it isn’t. Is a retention tool.

Nate Regier: Yeah. Well, I’m glad to hear that because we believe, and we’ve dedicated our whole business to operationalizing compassion. And it can be taught, it can be scripted until you get it. It can be turned into protocols and best practices. And so that’s really exciting. I’m so glad you’re focusing on that. And I’m guessing that healthcare systems that are making that a priority are going to start stemming the tide and turning things around for themselves sooner than others.

Liz Bruno: I think you’re right. And we still have a lot of work to do, but we have a very energized leadership team. We have our executive leadership team, our senior leadership team, and our clinical leaders. We’re moving in directions that I think have so much potential. So much potential. So it’s very-

Nate Regier: Yeah, as we wrap this up, I’m curious, what are you most energized about? What is most exciting for you when you think about the next few years?

Liz Bruno: Well, I’m very excited about this clinical school that we’re putting together for growing our own LPN scrub nurses, and we’re going to have a medical lab, a scientist school, and all of those kinds of things. But I am looking at how do we help all of our caregivers incorporate self-care into their armamentarium, and part of that, a big part of that, is compassion. Compassion for your colleagues. Just because you’re not dealing with patients doesn’t mean that you shouldn’t be thinking in terms of compassion. People make mistakes. And I think one of the things, and you mentioned it just a moment ago, the whole accountability compassion thing where people see those two things as mutually exclusive. Well, I’m a big believer in they are not mutually exclusive, and we have to help leaders see that, and we have to help them with the knowledge, skills, and abilities to see. And it’s not where are you on the continuum? It’s pull it together and make it one.

Nate Regier: Yes. That’s the breakthrough. That is what I believe the massive… It’s like going through the black hole to the other side because I’m convinced more and more when I talk to folks like you that treating compassion and accountability like they’re in tension, like they’re opposites, like they’re fighting with one another is where most of our problems originate from. And the reality is they’re not. And when you really realize that accountability is an element of compassion, all of a sudden, all these new things become possible. Well, Liz, you’re doing some amazing things. I love your energy. I love your creativity. I want to come visit someday and experience some of those amazing things you’re doing maybe on a sunny day.

Liz Bruno: I think that would be marvelous. You’d be as welcome as the flowers in May.

Nate Regier: Yes. And you can secretly slit me the name of your HR director, so we can get your name changed. I’ll advocate for that. But is there anything, if people would like to get to know you better or learn more about your work, where should they go, or the work of Baptist Health? Where should they go?

Liz Bruno: Well, I’m on LinkedIn. Now, I have to update it a little bit. So those of you who haven’t updated your LinkedIn profile for a while, you can just empathize with me.

Nate Regier: Yes.

Liz Bruno: But I am on LinkedIn and the Baptist website is definitely accessible. We are the Baptist Health that’s in Jacksonville, Florida as opposed to the one that’s in Miami.

Nate Regier: Great. We’ll put those links in the show notes so people can reach out and learn more about you and connect if they want to. Liz, thank you so much for who you are, for what you’re doing, and for the energy you bring to the world.

Liz Bruno: Nate, thank you for having me. Blessings to you.

Nate Regier: Here are my top three takeaways from a delightful conversation with Liz Bruno, the Learning and Development Goddess at Baptist Health in Jacksonville.

First, compassion is so much more than empathy in action. Liz said it like this: while defining compassion as empathy in action holds some water, it isn’t the glass. Not everyone is empathetic, so they need other on-ramps to practice the behaviors of compassion. So we need to help people tap into what will help them activate the behaviors of compassion. Liz shared a great story of a physician who found another way to get on board with being more compassionate in his work.

Number two, sometimes we need to give people the words. We have to be accessible to our patients and their families even when we’re struggling. So sometimes teaching people how to do that when they are barely functioning is really important. Liz provides training on specific words and phrases that can make the biggest difference in the moment. This helps in the short term while people learn the deeper compassion skills and principles to regain their balance and be able to lean into the relationship instead of checking out.

And finally, the competency of demonstrating compassion is a retention tool. Wow. Liz sees the impact and she knows the research. Healthcare providers who learn to practice real compassion are more effective, more energized, they have better days, and they’re more likely to stay.

Outro – Nate Regier: Hey everybody, I hope you enjoyed this episode of On Compassion with Dr. Nate. If you haven’t already, I invite you to buy a copy of my new book, Compassionate Accountability: How Leaders Build Connection and Get Results. Buy multiple copies and unlock some great bonuses, like a free keynote presentation. When you buy the book, you’ll get access to a host of resources to bring more compassion to your workplace. Find out more at compassionateaccountabilitybook.com. If you’ve already read the book, I’d really appreciate an Amazon review. Thanks.