Empathic and Compassionate Care
Skill (list, description, examples, nonexamples)	Measurement
17. Engage in nodding and minimal expression (“hmm…,” “uh huh,” “okay”) - Description – Nod and use minimal expression such as “hmm…” “okay” to demonstrate that you are actively listening to your interviewee - Example – As the interviewee describes her son’s challenging behavior, the clinician quietly nods their head - Nonexample – The interviewee reports that that they were not sure if the clinician had been listening to them during the interview. When the interview is reviewed, it is noted that the clinician never nodded their head or used minimal expressions such as “hmm” or “okay” to demonstrate active listening	Partial interval recording (1-minute intervals) (+) nodded head or used minimal expression at least once (–) did not nod head nor use minimal expression at least one
18. Refrain from interrupting while the other person is speaking - Description – While the other person is speaking, do not begin talking until they are finished speaking (exception – the use of minimal expression to demonstrate active listening) Example – As the interviewee describes his daughter’s communication skills, the interviewer nods and says “mmhmm.” When the father finished his sentences, the interviewer asks which modality of communication his daughter uses Nonexample – As the interviewee describes his daughter’s communication skills, the interviewer interrupts the father speaking to ask which modality of communication his daughter uses	Whole interval recording (1-minute intervals) (+) did not interrupt the speak throughout interval (–) interrupted the speaker at least once during the interval
19. Deliver statements of empathy to interviewee (e.g., “That sounds really difficult”) - Description – During the interview, the interviewer delivers empathic statements when applicable - Example – After the interviewee states that they are disappointed they can no longer go to the grocery store because of their son’s disruptive behaviors, the clinician says, “That must be very challenging, I’m sorry to hear that” - Nonexample – After the interviewee states that they are disappointed they can no longer go to the grocery store because of their son’s disruptive behaviors, the clinician says, “Okay,” and then asks an unrelated question that is next on their list of questions.	Partial interval recording (entire duration of call) (+) delivered an empathic statement at least once (–) did not deliver any empathic statements throughout the interview
20. Summarize information provided by interviewee by making statements such as “sounds like you’re telling me that…,” “let me summarize what we’ve discussed so far” - Description – During the interview, the interviewer summarizes the information that they have received from the interviewer at least once - Example – The interviewee describes each of their concerns for their twins. After, the clinician states, ”It sounds like your primary concerns are to decrease hitting each other and teaching both of them how to talk more effectively” - Nonexample – The clinician writes down all of the interviewee’s concerns but does not state a summary of all of the concerns at any point during the interview	Partial interval recording (entire duration of call) (+) summarized the information provided by the caregiver at least once during the interview (–) did not summarize the information during the interview
21. Ask for feedback/correction (e.g., “Did I get that right?” “Can you clarify if I missed anything in my understanding?”) - Description – During the interview, the interviewer requests feedback/correction when they repeat or summarize the information provided by the interviewee - Example – The interviewee describes each of their concerns for their twins. After, the clinician states, ”It sounds like your primary concerns are to decrease hitting each other and teaching both of them how to talk more effectively. Did I get that right?” - Nonexample – The clinician summarizes the parent’s concerns by saying, ”It sounds like your primary concerns are to decrease hitting each other and teaching both of them how to talk more effectively” and then immediately continues by asking when they should schedule their next consultation.	Partial interval recording (entire duration of call) (+) asked for feedback/correction at least once during the interview (–) did not ask for any feedback/correction from the caregiver throughout the interview
22. If corrected, listen, reflect, and respond until interviewee confirms the interviewer is correct - Description – The interviewer listens and fixes any errors they make during the interview until the interviewee indicates that the interviewer is correct - Example – The clinician learns that Inga speaks Russian and moved to the United States when she was a toddler. The clinician assumes that Inga was born in Russia and asks, “How old were you when you left Russia?” Inga clarifies that she was born in Bulgaria, not Russia. The clinician states, “Oh, I see. You were born in Bulgaria?” and Inga nods. - Example – The clinician says, “It sounds like your biggest concern is to work on Theo’s yelling.” The parent says, “I am concerned about that, but I want him to stop trying to run out of the house more than anything.” The clinician then says, “I’m sorry I misunderstood. So, our top priority is to work on stopping him from running out of the house and then we can focus on yelling?” The parent says, “Yes, that sounds great” - Nonexample – The clinician is corrected by the parent about their top concern for their child. The clinician does not respond to the correction and moves on to the next question in the interview.	% of correct responses/ total # of corrections by the caregiver (+) listened to the feedback, summarized the correct information, asked for additional feedback or correction, and waiting until the caregiver confirmed that the interviewer was now correctly stating the information (–) did not follow at least one of the steps described above following an instance of correction