New research reports effective practices and ongoing challenges in compassionate communication

Compassionate communication in the UK higher and tertiary education sector has, in recent years, become a subject of increasing importance and public interest.

Launched today at an event at the University of Edinburgh, a new report from QAA finds that clear and transparent messaging and robust, supportive and properly resourced systems are essential to strategies of compassionate communication in institutions' interactions with students.

It also finds that appropriately nuanced approaches can work to reconcile the apparent conflicts between compliance obligations and the expectations of compassionate communication strategies as key components within institutions' duties of care.

As part of QAA Scotland's ongoing National Review of Awarding Arrangements at Scottish universities, commissioned by the Scottish Funding Council, this report has been based on a series of workshop engagements with 218 students and staff members from 39 institutions, including representation from 20 colleges, 17 universities and 2 tertiary institutions.

The report finds:

• Clarity is a fundamental part of compassion; the two do not sit in opposition.
• There is a tension between compliance and compassion, with challenges to remaining compassionate while also complying with the requirements of institutions, professional bodies, and government processes; but this tension can be negotiated by appropriately nuanced and balanced approaches in practice.
• Parents, carers and other such third parties are an increasingly important part of students' support systems, but their involvement can create challenges in terms of communication and institutions need to set clear expectations.
• There is a need for compassionate systems which underpin communications: workshop participants observed that we can be as compassionate as possible in communications, but if the systems, policies and processes are not in themselves compassionate then the exercise is futile.

The report shares learning from a range of effective practices developed across the sector, and is accompanied by the ongoing publication of a series of resources designed to support and promote compassionate communication practices in the work of tertiary and higher education providers.

"There is no one way to approach compassionate communication and institutions will want to adopt strategies that best suit their own contexts," the report says. "Many colleges and universities already demonstrate innovative and effective practice in this area, and this project is intended to support continuous enhancement by building on this already strong foundation. All institutions are encouraged to take an opportunity to reflect honestly and constructively on their approach to communication across all stages of the learner journey. Creating spaces for genuine dialogue with staff and students can help identify what is working well and what can be improved."

The report's author, QAA Quality Enhancement Manager Megan Brown, said: "Done well, a compassionate approach can enhance student wellbeing, increase engagement with services, support earlier intervention, enable students to make more informed decisions, enhance students' sense of belonging, and, crucially, reduce harm and distress. By making the choice to prioritise compassion, institutions can cultivate a culture of empathy, in which all members of an institution's community are recognised as individuals deserving of care, respect and understanding."

Gavin Donoghue, CEO of Colleges Scotland, said: "This report highlights the importance of placing compassion at the heart of how we communicate with learners across Scotland's colleges and universities. As colleges continue to support diverse student communities, clear, empathetic and tailored communication is essential to student success and wellbeing. The report demonstrates that achieving it requires investment in people, capacity and institutional culture. This will help colleges provide the skills, confidence and support needed to create environments where every learner feels valued and able to succeed."

A spokesperson for Universities Scotland said: "We welcome QAA's work on compassionate communication as a timely opportunity to consider how meaningful changes in communication and culture can enhance the student experience. At a time when students and staff are navigating increasing pressures, this report shines a light on the positive practice already taking place across the sector while also highlighting opportunities to embed more reflective, compassionate approaches throughout our institutions."