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. 2025 May 16;15:12. Originally published 2025 Apr 4. [Version 2] doi: 10.12688/mep.20990.2

Beyond Difficult Discussions: Six Tools for Debriefing Tender Conversations in Healthcare

Matthew Bowker 1,2,a, Amy Younger 1,2, Amy Huggin 1,2
PMCID: PMC12416291  PMID: 40927252

Version Changes

Revised. Amendments from Version 1

This revised manuscript addresses peer reviewer feedback through several targeted modifications. We have refined our approach to terminology, positioning "tender conversations" as a complementary framework alongside established terms like "difficult" or "challenging" conversations rather than as a replacement. The introduction now explicitly states the primary intended audience (educators facilitating simulation debriefing) and secondary applications (peer observation feedback and self-reflection). In response to concerns about example clarity, we revised the micro-ruptures section to more clearly demonstrate the rupture-repair sequence, distinguishing between problematic communication and subsequent remediation. Claims regarding experienced clinicians' empathy modulation have been modified to acknowledge the complex, non-linear relationship between clinical experience and empathetic skill, with additional supporting evidence. The abstract now specifies that our toolkit was developed through literature synthesis and the authors' simulation education experience, addressing concerns about the evidence base. We've enhanced terminology consistency by providing brief definitions for specialised terms (e.g., emotional labour accounting, metaphor dissection) upon first mention. Debriefing questions throughout the manuscript have been restructured to distinguish between retrospective analysis and anticipatory guidance. Finally, the discussion and conclusion sections have been revised to more accurately reflect the interconnected nature of the toolkit components while acknowledging the complementary rather than replacement role of the "tender conversations" framework in healthcare communication education. These revisions maintain the manuscript's core contribution to communication skills debriefing while addressing reviewer concerns about clarity, evidence base, and practical implementation.

Abstract

Background

Whilst debriefing literature offers valuable tools for healthcare education, there remains a gap in resources specifically designed for debriefing communication skills. Effective communication is fundamental to patient care, particularly during sensitive interactions. This article provides a specialised toolkit for educators to enhance communication skills debriefing, developed through synthesis of existing literature and the authors' extensive experience teaching communication skills through simulation.

Methods

Drawing from literature and the authors' extensive experience teaching communication skills through simulation, we present six interconnected tools: leveraging cognitive dissonance, recognising micro-ruptures in rapport, mapping communication to clinical reasoning, differentiating sincere from performative empathy, metaphor dissection (analysis of the implicit meanings in patients' figurative language), and emotional labour accounting (the work of managing displayed emotions in professional contexts). We demonstrate these concepts through a fictional case study of Dr Morton's interactions with a patient and family.

Results

The toolkit offers specific debriefing questions for each component that encourage reflective practice. Cognitive dissonance exploration helps clinicians recognise when competing professional values affect communication. Micro-rupture identification aids in preserving therapeutic relationships. Communication mapping enhances clinical decision-making. Understanding different forms of empathy guides appropriate engagement. Metaphor analysis reveals hidden meanings in patient-clinician dialogues. Emotional labour accounting acknowledges the personal cost of managing emotions professionally. Together, these elements create a framework that strengthens communication effectiveness whilst supporting clinician wellbeing.

Conclusions

Effective debriefing of communication skills requires attention to both technical and emotional dimensions of healthcare interactions. This toolkit provides practical strategies for educators to help learners navigate the complexities of healthcare communication, ultimately improving patient care whilst supporting clinician resilience.

Keywords: simulation, debriefing, bad news, communication

Introduction

Debriefing literature largely focuses on a valuable set of skills and tools which can be widely applied. There is a relative dearth of literature on tools to support educators who are debriefing communication skills in particular. This article presents a set of tools and serves as an adjunct to traditional debriefing, shining a light on the art of communication and offering a space to refine these skills. The article is informed by literature and the authors’ substantial experience of teaching communication skills through simulation.

By debriefing our conversations, we open a window into the nuances of patient and family interactions. We explore not only what was said, but how it was conveyed, dissecting the layers of empathy, power, and emotional labour that underpin our dialogue. Through reflective discussion, we examine both verbal and non-verbal cues, recognising that every word and gesture carries meaning.

Our aim is to provide a practical toolkit that complements usual debriefing techniques, encouraging us to ask not just, “What went wrong or right?” but also, “How did our communication shape the experience?”. This toolkit is primarily designed for educators facilitating debriefing sessions following simulated communication scenarios in healthcare education settings. It can be implemented in both individual and group contexts, with particular value in structured simulation debriefing sessions where learners engage with standardised patients or role-play exercises. Secondarily, the toolkit offers value for peer-observation feedback discussions and self-reflection on recorded clinical interactions. By providing specific debriefing questions for each component, we aim to support educators in guiding learners through reflective practice that addresses both technical and emotional dimensions of healthcare communication. In doing so, we pave the way for more effective, compassionate communication that honours the humanity at the heart of healthcare.

Tips

A tender conversation

Whilst terms like "difficult discussions", "challenging conversations", or "courageous conversations" are commonly used to describe sensitive interactions, these labels can inadvertently create barriers by emphasising struggle. We propose that alongside these established descriptors, the concept of "tender conversations" offers a valuable complementary framework. As Mannix (2021) suggests, the word "tender" acknowledges both sensitivity and potential pain while avoiding defensive postures, helping clinicians lean towards empathy and care rather than steeling themselves for a challenge 1 . This conceptual reframing does not replace established terminology but rather enriches our understanding of the emotional and relational dimensions of these interactions. We can translate theory into practice by breaking down real-world examples from our case study with Dr Morton. Although fictional, the examples from Dr Morton’s case are informed by the authors’ extensive experience teaching and debriefing communication skills. The goal is simple: to reveal how our language and non-verbal signals can inadvertently betray hidden biases, and to offer practical questions that help us refine our communication in future encounters.

Case vignette

Dr Morton meets with the Thompsons in a quiet, private consultation room. Here, she is set to discuss a challenging update regarding their father, Arthur. As Mr and Mrs Thompson listen, subtle expressions of concern and hope are evident. In this setting, every word and gesture contribute to a dialogue where clinical clarity is balanced with compassionate engagement.

A toolkit

Cognitive dissonance

In clinical practice, there are moments of tension between conflicting but sincerely held inner beliefs – a quiet inner tug-of-war called cognitive dissonance. Cognitive dissonance – first described by Festinger in 1957 – describes the internal discomfort experienced when holding conflicting beliefs 2 . This internal tension, when left unexamined, can reveal hidden biases that seep into our language and gestures, subtly shaping the care we provide 3 .

Consider this exchange:

       Dr Morton has noticed Arthur is becoming more short of breath and seems quite distressed. She asks him how he feels about his symptoms.

       Arthur:           “I’m worried about my symptoms getting worse. I’m just not sure how I’ll cope…”

       Dr Morton:    “What’s worrying you the most?”

       Arthur:           “I think it’s the breathing. I’m worried that I’ll die gasping for breath.”

       Dr Morton:    “I appreciate why that is weighing heavy for you. It might be useful to discuss what we can do to help with breathlessness. We often use small doses of morphine to gently ease the feeling of being short of breath—

       Arthur:           “I don’t want morphine.”

       Dr Morton:    “What’s concerning you about morphine?”

       Arthur:           “I want to have all my faculties about me. My remaining time with my family is so precious, and I want to be fully present for all of it.”

       Dr Morton:    “We would aim to keep you fully with it, and just manage your symptoms—”

       Arthur:           “I’m not having it.”

Dr Morton faces a challenge. She is deeply motivated to help with Arthur’s symptoms, and believes they are quite manageable. She feels upset that, without appropriate intervention, Arthur faces a steady deterioration of his breathing which could be profoundly distressing. However, she also recognises and respects Arthur’s agency and autonomy. She is therefore at a crossroads and must be attentive to the cognitive dissonance arising within her.

This dissonance manifests in competing professional values: her duty to relieve suffering versus her commitment to patient autonomy. The medical knowledge she carries – that morphine could effectively ease Arthur's respiratory distress – clashes with her ethical obligation to honour his informed refusal. Each time she attempts to redirect the conversation toward what she believes is best practice, she risks undermining the very relationship necessary for effective palliative care.

In this moment, acknowledging her discomfort rather than dismissing it becomes crucial. By recognising her internal conflict, Dr Morton can explore alternative approaches that respect Arthur's wishes while still addressing his fears. Perhaps there are non-pharmacological interventions for breathlessness, or different medications with effects more acceptable to Arthur. Maybe focusing on his desire for meaningful time with family could lead to discussions about advance care planning that would ease his anxiety about future breathlessness.

The resolution lies not in eliminating the cognitive dissonance, but in using it as a signal that deeper exploration is needed. By transparently addressing Arthur's concerns and working collaboratively toward solutions that align with his values, Dr Morton can transform this moment of tension into an opportunity for person-centred care. In doing so, she models the reflective practice essential to palliative care – where awareness of our own discomfort becomes a compass guiding us toward more authentic, respectful engagement with those we serve.

When debriefing with your participants, consider asking:

  • Supressing conflict: “Is it right to suppress your discomfort here? Or should you disclose it?”

  • Explore Your Inner Conflict: “How did your own internal conflict - this cognitive dissonance - manifest during the conversation?”

“Micro-Ruptures” in rapport

In the delicate dance of difficult conversations, even the smallest missteps can unsettle the fragile rapport between clinician and family. These “micro-ruptures” - those fleeting moments when trust begins to fray - can be pivotal 4 . Recognising and addressing these cracks is essential for repairing the therapeutic alliance 5 .

Consider the following exchange that demonstrates a micro-rupture:

       Dr. Morton:    “I have the test results, and they confirm that your father's condition has deteriorated significantly. We need to discuss the next steps right away.”

Although factually accurate, this statement rushes through the emotional moment. The absence of a pause to acknowledge the family's distress, coupled with a swift transition to planning, represents a micro-rupture that risks leaving them feeling unseen and unsupported.

Now, contrast that with a reparative approach that addresses this rupture:

       Dr. Morton:     (Noticing a family member's downcast eyes) “I note that this news may potentially come as a shock to you- could you share a bit of what you're feeling?”

Here, the clinician pauses to address the subtle rupture, inviting the family to express their emotions and beginning the process of rebuilding trust.

Ruptures often manifest through subtle shifts in engagement - a change in posture, reduced eye contact, shorter verbal responses, or emotional withdrawal. Being alert to these signals requires deep presence and attention to both verbal and non-verbal cues. When we notice these subtle changes, acknowledging them directly but gently can help rebuild connection. This might mean slowing down, creating space for emotion, or explicitly checking whether we've understood correctly.

After such encounters, consider these debriefing questions to guide reflection:

For retrospective analysis:

  • "What signals first alerted you that the connection might be fraying?"

  • "When you noticed that pause, what did you feel was missing in the conversation?"

For anticipatory guidance:

  • "When you sense a disconnect in future interactions, what might help you address it in the moment?"

These questions help practitioners develop their sensitivity to rupture signals while also exploring what might prevent us from responding to them. By examining both the recognition and response aspects, we can better maintain the delicate thread of connection that supports tender conversations.

Mapping communication to clinical reasoning

Effective communication is the bridge between clinical data and compassionate care. When we pay close attention to the emotional cues and gently guide our conversations, we open the door to a richer, more nuanced understanding of the patient’s situation, ultimately informing better clinical decisions 4 .

Consider the following exchanges:

       Dr Morton:    “Your father is nearing the end of his life. Could you remind me what symptoms led you to seek help?”

In this case, the clinician moves abruptly from delivering distressing news into a clinical inquiry. This approach can leave the family feeling overwhelmed and unheard, and it risks missing important contextual details about the patient’s experience.

       Dr Morton:    “I know this is a lot to take in, and it must be incredibly hard right now. Before we go further, could you help me understand what changes you’ve noticed in his condition?”

Here, the clinician first acknowledges the emotional weight of the situation, creating a pause that allows the family to process their feelings. By inviting them to share their observations, Dr Morton not only gathers key clinical details but also integrates the patient’s narrative into her reasoning process. This thoughtful transition helps ensure that clinical decisions are informed by both hard data and the lived experience of the patient.

When debriefing, consider using these questions:

  • The necessity of communicating well: “Is communicating well a ‘nice to have’ extra, or is it necessary to deliver effective care?”

  • The impact of communication on clinical reasoning: “How might sensitive communication open up additional insights that inform your clinical reasoning?”

Differentiating sincere empathy from performative empathy

At first glance, the distinction between sincere empathy and performative empathy might appear straightforward, with sincerity viewed as inherently beneficial and performative empathy perceived negatively. However, the reality is far more nuanced. Empathy, whether sincere or performative, plays a complex role shaped by context, intention, and the experience level of the practitioner.

Performative empathy involves the deliberate use of prepared empathetic statements or gestures designed to convey understanding, even if the emotional depth behind them might be superficial. While such performative expressions can risk feeling scripted or insincere, they nevertheless serve an important function in clinical interactions, particularly in contexts where clinicians may feel caught off guard or emotionally flustered 5 . For instance, a clinician encountering a colleague in a corridor who unexpectedly shares news of recent bereavement may rely on brief, performative empathy to appropriately acknowledge the situation without creating an expectation of deeper engagement that might be inappropriate or impractical at that moment.

Conversely, sincere empathy arises naturally and spontaneously from genuine emotional resonance with another's experience. It reflects an authentic emotional engagement that communicates profound respect and validation of another's feelings 6 . Sincere empathy "involves a shift from observing how you seem on the outside, to asking about what it feels like to be you on the inside, wrapped in your skin with your set of experiences and background, and looking out at the world through your eyes 7 ." It's about recognising the unspoken emotions behind the words and responding in a way that validates those feelings. This kind of empathy requires self-awareness, a willingness to confront one's own vulnerabilities, and an openness to the narrative that the patient or family is sharing. Importantly, sincere empathy often invites further emotional disclosure, acting as a doorway to deeper conversations, which can be both therapeutically valuable and emotionally taxing.

Clinicians often navigate between these two modes depending on situational demands, their own emotional state, and their communication proficiency. Novices, consistent with the Dreyfus model of skill acquisition, often rely heavily on pre-prepared empathetic statements due to limited experience and confidence 8, 9 . While many experienced clinicians may develop greater flexibility in modulating their empathetic expressions, this capability varies considerably among individuals and contexts 5 . Research suggests that the relationship between clinical experience and empathetic skill is complex rather than linear, with factors beyond years of practice – including personality, training, and personal lives – significantly influencing empathy 10, 11 . Yannamani and Gale 10 describe this change as “evolution” in empathy, reflecting the nuanced variation that occurs.

This adaptability highlights an important consideration: performative empathy, far from being intrinsically negative, can indeed be effective. It serves as a structured tool that clinicians can rely on, especially when confronted with unexpected emotional disclosures or personal uncertainty. In some instances, carefully chosen performative statements can promote trust and provide sufficient emotional support, without the necessity – or appropriateness – of delving deeper into emotional territory.

Yet, the key risk lies in over-reliance on performative empathy. When empathy is reduced to a scripted response, it risks coming across as detached or insincere. Excessive use of scripted responses, devoid of genuine emotional resonance, can undermine trust, leading to a sense of superficiality or even emotional alienation 12 or disgust 13 . This form of performative empathy – sometimes characterised as a kind of tick-box exercise that, despite its outward appearance, can feel hollow – is often easily recognised by patients 8 . Rather than opening up a dialogue, performative empathy may inadvertently close it off, leaving the patient or family feeling misunderstood or dismissed. Hence, finding the ‘goldilocks zone’ – the appropriate balance between too little and too much empathy – becomes essential. However, this zone is not universally fixed; rather, it varies with individual preferences, cultural backgrounds, and clinical context. Therefore, clinicians must become attune to cues indicating when to adjust their empathetic engagement.

Reflective debriefing provides clinicians an invaluable opportunity to evaluate their use of empathy critically. Consider using the following questions:

  • Insight into types of empathy: "In that particular moment, was your empathy primarily performative or sincere?"

    • Follow-up: “Was this a deliberate choice?”

  • What kind of empathy the patient needs: "How did your level of emotional engagement align with the patient's needs?"

Ultimately, understanding that both performative and sincere empathy hold valuable roles in clinical practice equips healthcare professionals with a versatile toolkit.

Metaphor Dissection: When “Fighting” Cancer Undermines Hope

Metaphors deeply influence how patients, families, and clinicians conceptualise illness, treatment, and recovery. Common metaphors such as "fighting cancer," "battling disease," or "the journey of recovery" permeate healthcare conversations, shaping not only understanding but also emotional responses and decision-making processes 14, 15 . While metaphors can simplify complex medical concepts and foster a sense of unity and hope, they also carry the potential to inadvertently generate feelings of guilt, defeat, or inadequacy if the patient feels they're "losing the fight" or failing in their "journey" 16 .

Consider the following dialogue:

       Arthur:           “I feel like I’m losing this battle. Every day it's harder to fight.”

       Dr Morton:    “Arthur, I hear you using the word 'battle.' It sounds exhausting. Can we talk a bit about what that metaphor means to you?”

Here, Dr Morton gently acknowledges Arthur's metaphor, inviting him to explore its deeper implications rather than simply accepting it at face value. This reflective approach allows Arthur to unpack the emotional burdens implicit within his chosen language, providing an opportunity to reshape the conversation towards comfort, support, and realistic expectations, rather than a binary win-or-lose scenario.

Alternatively, patients may choose metaphors that downplay their experiences:

       Patient:       “The pain is just background noise.”

       Clinician:    “I notice you're describing your pain as 'background noise.' Could we explore a little more about what that's like for you?”

Recognising such metaphors as indicators of emotional or physical understatement empowers clinicians to delve deeper, potentially uncovering hidden distress or unmet needs 17 . Addressing metaphors explicitly can help validate the patient's lived experience and facilitate more accurate clinical assessments and responsive care.

Debriefing around metaphor usage encourages clinicians to pay closer attention to patients’ language, thus cultivating greater empathy and insight. Reflective questions to guide discussion may include:

  • Dissecting metaphor use: “What emotions or assumptions might underlie the patient's chosen metaphor?”

  • Acknowledging metaphor use: “How did acknowledging and exploring the patient's metaphor impact the conversation?”

  • Challenging metaphors: “Were there metaphors you used or accepted without challenge that might have shaped the patient's perspective or expectations?”

    • Follow-up: “Do you think it would be right to challenge them?”

Emotional Labour Accounting

We use the term emotional labour accounting to describe the price we pay when we manage the emotions we display in professional contexts. Emotional labour, a concept introduced by Hochschild, refers to the work of managing how we display our emotions 18 to match the demands of the situation. For example, if a patient discloses a distressing event to a clinician, the clinician exerts work to maintain a professional demeanour while inwardly feeling deeply distressed by the disclosure. Sustained high levels of emotional labour are associated with burnout and poor mental wellbeing 19, 20 . In teaching communication skills, we should ensure that our care and consideration extends to include the caregiver as well as the patient. Therefore, it is worthwhile to open a dialogue to discuss the cost of the emotional labour, so healthcare workers are better equipped to handle these challenging situations. When we openly acknowledge the effort it takes to carry our emotions, we invite others to do the same.

Consider these exchanges from our vignette:

  • Dr Morton pauses outside the consultation room. The disease has progressed despite treatment. She's running thirty minutes behind schedule, aware of the patients still waiting. Having treated Arthur for two years, she feels heartbroken that treatment is failing.

  • Yet when she enters the room, her demeanour is composed and attentive: "I am sorry you have had to wait so long to be seen today. I am with you now and you have my undivided attention. Is there anything you would like to discuss before we review your scan results together?"

It is worth noting that at some stages of the clinical communication process, allowing a glimpse of one's authentic self into these circumstances can add real, honest value to a patient/family member interaction 21 . This is a skillset that does not come easily and needs to be practiced with discernment. It should be employed when it would benefit the patient if that experience or true emotion is shared, in a way that ensures the focus of the conversation doesn't shift entirely onto the clinician. In Dr Morton's case, she might choose to briefly acknowledge her own sadness about the disease progression if she judges this would validate Arthur’s experience without burdening him with her emotions.

Following such an encounter, consider these reflective debriefing questions that can be applied more generically:

  • The cost of emotions: “What did it cost you to hold space for that interaction?”

  • The sum of the costs: “How might the accumulation of such encounters throughout a clinical day impact your emotional reserves?”

  • Personal feelings: “In what ways did your own emotional experience shape the dynamics of the conversation?”

  • Suppressing feelings: “Is it right that Dr Morton suppressed her feelings?”

    • Follow-up: “Is it okay when we reveal our distress to our patients?”

By examining these dimensions of emotional labour, we can better prepare healthcare professionals to navigate the complex interplay between professional demands and authentic human connection. This understanding shapes how we teach communication skills, emphasising both patient care and clinician wellbeing.

Discussion and conclusion

A summary of the skills is shown in Table 1.

Table 1. Summary Table of Debriefing Skills for Tender Conversations.

Skill Description Application Key Debriefing Questions
Leveraging Cognitive
Dissonance
Recognising internal
conflicts between competing
professional values and using
this awareness to improve
care
When clinician values (e.g.,
symptom relief) clash with
patient preferences (e.g.,
refusing medication)
• "How did your own internal
conflict manifest during the
conversation?"
• "Is it right to suppress your
discomfort here? Or should
you disclose it?"
Recognising Micro-
Ruptures
Identifying subtle breaks
in rapport and trust during
conversations and actively
repairing them
When noticing changes
in engagement, reduced
eye contact, or emotional
withdrawal from patients/
families
• "When you noticed that
pause, what did you feel was
missing?"
• "What signals first alerted
you that the connection might
be fraying?"
• "What stopped you from
addressing it in the moment?"
Mapping
Communication to
Clinical Reasoning
Integrating emotional
awareness with clinical
assessment to enhance
decision-making
When transitioning between
delivering difficult news and
gathering clinical information
• "How did acknowledging the
family's emotional experience
change the flow of the
conversation?"
• "How might sensitive
communication open up
additional insights that inform
clinical reasoning?"
Differentiating
Sincere from
Performative
Empathy
Understanding when to
use authentic emotional
connection versus structured
empathetic responses
When deciding how to express
empathy based on context,
experience level, and patient
needs
• "Was your empathy primarily
performative or sincere in that
moment?"
• "How did your level of
emotional engagement align
with the patient's needs?"
Metaphor Dissection Examining the underlying
messages and impacts of
metaphors used in healthcare
conversations
When patients use metaphors
like "fighting cancer" or
"background noise" for
symptoms
• "What emotions or
assumptions might underlie
the patient's chosen
metaphor?"
• "How did exploring the
patient's metaphor impact the
conversation?"
• "Were there metaphors you
accepted without challenge?"
Emotional Labour
Accounting
Acknowledging the personal
cost of managing emotions in
professional interactions
When suppressing personal
feelings to maintain a
professional demeanour or
sharing authentic emotion
judiciously
• "What did it cost you to hold
space for that interaction?"
• "How might the
accumulation of such
encounters impact emotional
reserves?"
• "Is it right that emotions
were suppressed? Is it
appropriate to reveal distress
to patients?"
Framing Tender
Conversations
Reframing "difficult
discussions" as "tender
conversations" to emphasise
care rather than challenge
When approaching sensitive
topics with patients and
families
• "How did your framing of
the conversation affect your
approach?"
• "Did the language you used
create barriers or bridges?"

Effective debriefing of communication skills emerges from understanding the dynamic interplay among various conversational approaches, cognitive dissonance, micro-ruptures, metaphor usage, emotional labour, and differentiated empathy. These elements do not simply coexist but actively shape one another, forming a synergistic framework essential to nuanced healthcare communication.

The concept of 'tender conversations' – whilst not replacing established terminology such as 'difficult discussions' or 'challenging conversations' – offers a complementary perspective that encourages empathy and openness in clinician-patient interactions. This perspective potentially influences clinicians' capacity to recognise subtle disruptions in rapport (micro-ruptures) and address them proactively rather than reactively. When educators frame sensitive discussions through this lens during debriefing sessions, they may facilitate greater attentiveness to relational dynamics that might otherwise be overlooked in purely technical analyses of communication.

Similarly, cognitive dissonance, far from being an isolated experience, serves as an internal signal that often coincides with micro-ruptures. When clinicians detect internal tension between their professional duties and personal emotions, they become more sensitive to relational strains occurring in the conversation. Reflective engagement with cognitive dissonance thus enhances clinicians’ ability to respond to micro-ruptures effectively, preserving the integrity of therapeutic alliances.

Metaphor usage interacts profoundly with both empathy and emotional labour. When clinicians sensitively decode patient metaphors, they naturally deepen empathy, moving beyond superficial reassurance towards genuine understanding. This enhanced empathy, however, also heightens emotional labour, necessitating mindful balancing of emotional engagement to prevent clinician burnout. Thus, metaphor sensitivity not only shapes patient interaction but critically influences clinician self-awareness and emotional sustainability.

The interplay between sincere and performative empathy further illustrates the interconnectedness of the toolkit elements. Clinicians who master shifting between authentic emotional resonance and structured empathic expressions may better regulate their emotional labour, allowing them to remain emotionally present without becoming overwhelmed. This balance, informed by reflective debriefing practices, reinforces the clinician’s ability to maintain therapeutic rapport and address relational strains dynamically and effectively.

Together, these communication skills interweave continuously, each amplifying the effectiveness of the other. They create a holistic approach that strengthens clinician-patient interactions, improving patient care outcomes and clinician resilience simultaneously.

Ethics and consent

Ethical approval and consent were not required

Funding Statement

The author(s) declared that no grants were involved in supporting this work.

[version 2; peer review: 3 approved]

Data availability

No data are associated with this article.

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MedEdPublish (2016). 2025 Aug 28. doi: 10.21956/mep.22567.r41838

Reviewer response for version 2

Nathan Oliver 1

Thank you for the opportunity to review the resubmitted manuscript. 

Whilst a point-by-point response to my feedback would have made things a little easier for me to follow in terms of your amendments, I enjoyed seeing the evolution of the piece on my read through and appreciate your notes highlighting the changes. 

I am happy with your responses and look forward to seeing the manuscript indexed.

If evidence from practice is presented, are all the underlying source data available to ensure full reproducibility?

Not applicable

Is the topic of the practical tips discussed accurately in the context of the current literature

Yes

Are all factual statements correct and adequately supported by citations?

Partly

Are the conclusions drawn balanced and justified on the basis of the presented arguments?

Partly

Are arguments sufficiently supported by evidence from the published literature and/or the authors’ practice?

No

Reviewer Expertise:

Simulation, Debriefing, Simulation Design

I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard.

MedEdPublish (2016). 2025 Jun 14. doi: 10.21956/mep.22567.r41935

Reviewer response for version 2

Vimala Govindaraju 1

The toolkit is a thoughtful, practice-oriented contribution to simulation‑based education. It correctly targets nuanced aspects of communication that traditional clinical debriefing can overlook. However, to move beyond a conceptual framework to a validated educational tool, future research must gather empirical data, define constructs rigorously, and test real-world impact. It presents a toolkit of six interlinked strategies designed for educators to facilitate post-conversation reflection and growth via simulation-based training. Built from literature review and the authors' experience, the toolkit is illustrated through a fictional scenario involving a tense doctor‑patient‑family dialogue.

If evidence from practice is presented, are all the underlying source data available to ensure full reproducibility?

Yes

Is the topic of the practical tips discussed accurately in the context of the current literature

Yes

Are all factual statements correct and adequately supported by citations?

Yes

Are the conclusions drawn balanced and justified on the basis of the presented arguments?

Yes

Are arguments sufficiently supported by evidence from the published literature and/or the authors’ practice?

Yes

Reviewer Expertise:

Health communication, Human communication, Interpersonal Communication.

I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard.

MedEdPublish (2016). 2025 May 23. doi: 10.21956/mep.22567.r41837

Reviewer response for version 2

Paul Phrampus 1

The authors have done a fine job at addressing my concerns and incorporating recommended edits/changes. I think there is much more clarity associated.

If evidence from practice is presented, are all the underlying source data available to ensure full reproducibility?

Partly

Is the topic of the practical tips discussed accurately in the context of the current literature

Yes

Are all factual statements correct and adequately supported by citations?

Partly

Are the conclusions drawn balanced and justified on the basis of the presented arguments?

Yes

Are arguments sufficiently supported by evidence from the published literature and/or the authors’ practice?

Partly

Reviewer Expertise:

simulation; debriefing; communications

I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard.

MedEdPublish (2016). 2025 May 16. doi: 10.21956/mep.22482.r41502

Reviewer response for version 1

Nathan Oliver 1

Thank you for the opportunity to review your work. Really interesting read with a lovely tone and cadence. I have separated my feedback into an overall section and then some point-by-point comments. I hope you find them helpful.

Overall

  • Overall, I found this a fascinating read. I like the way the authors write and the terms they have used for the various dynamics described. Really engaging approach in bringing in the case study vignette, it was novel and interesting. There is certainly a lot of value for the readership and the article will take the conversation forward on debriefing.

 

  • I did feel lost at times, wondering if we were relating to the debrief as one of Dr Morgan after watching her conversations, or whether it was a simulation. The approach with the case study was used differently and to different degrees from tip to tip as well which became a little distracting for me.

 

  • There were many claims within the manuscript which the authors appear to have taken for granted (secondary perhaps to their experience and command of the literature) which didn’t appear to be referenced. This should be addressed.

Point-by-Point

  • "Debriefing literature largely focuses on a valuable set of skills and tools which can be widely applied. There is a relative dearth of literature on tools to support educators who are debriefing communication skills in particular”.

  • A big claim, can you provide more references?

 

  • “By debriefing our conversations, we open a window into the nuances of patient and family interactions. We explore not only what was said, but how it was conveyed, dissecting the layers of empathy, power, and emotional labour that underpin our dialogue. Through reflective discussion, we examine both verbal and non-verbal cues, recognising that every word and gesture carries meaning”.

  • Nothing to add, just flagging a lovely paragraph

 

  • “Our aim is to provide a practical toolkit that complements usual debriefing techniques…”

  • I’m not sure enough is done to define what I meant by ‘usual’

 

  • “The word "tender" acknowledges both sensitivity and potential pain while avoiding defensive postures, helping us lean towards empathy and care rather than steeling ourselves for a challenge”.

  • I’m not so sure. Tender might also communicate a conversation that is intimate (which is may or may not be), or perhaps focused on comfort, after the challenging word (for example, “the tender conversation by the nurse after the bad news was delivered by the medical team today”.

 

  • “The goal is simple: to reveal how our language and non-verbal signals can inadvertently betray hidden biases

  • This is a big statement to introduce here without further development! Although I acknowledge you do lean into bias again within the vignette, it would be good to do some work here to prepare the reader.

 

  • Case Vignette.

  • I wonder if it might be a good approach to paint this like a simulation scenario, especially as you frame your later questions as ones you might ‘ask your participants’?

 

  • Supressing conflict: “Is it right to suppress your discomfort here? Or should you disclose it?”

  • What is this the goal of this question? Are we presuming the participants are aware and acknowledging the cognitive dissonance, and that they are experiencing discomfort? It is also a closed-ish framed question. You might need to walk the reader a little more into this one.

 

  • Explore Your Inner Conflict: “How did your own internal conflict - this cognitive dissonance - manifest during the conversation?” 

  • I like this question!

 

  • The questions you pose here all assume the participants have recognised that the micro-rupture has occurred, it would be good as the reader to be with you as the author for the moment. The questions feel like they are coaching us to solve a problem we aren’t aware of as debriefers yet.  

 

  • The necessity of communicating well: “Is communicating well a ‘nice to have’ extra, or is it necessary to deliver effective care?”

  • This feels like a high-risk question that might come across as patronizing. It is also quite a closed one without an easy launchpad for more insight and conversation.

 

  • “At first glance, the distinction between sincere empathy and performative empathy might appear straightforward, with sincerity viewed as inherently beneficial and performative empathy perceived negatively. However, the reality is far more nuanced. Empathy, whether sincere or performative, plays a complex role shaped by context, intention, and the experience level of the practitioner.”

  • References required

 

  • “Novices, consistent with the Dreyfus model of skill acquisition, often rely heavily on pre-prepared empathetic statements due to limited experience and confidence 8, 9 . More experienced clinicians, by contrast, are adept at modulating their empathy, seamlessly blending sincere and performative elements depending on what is most appropriate to the moment 5 .”

  • Spicy paragraph – many might say that they’ve known novices to be extremely adept at communicating empathy and clinical experts who as devoid of it. I think you need to qualify the statement as there is a lot more going on than Dreyfuss’ clinical expertise in effectively communicating empathy.

 

  • I’m interested that you didn’t use the vignette in the empathy discussion.

 

  • Follow-up: “Was this a deliberate choice?”

  • You’ve outlined how one can choose performative empathy. Do we have control over our sincere empathy?

 

  • The emotional labour section is quite profound, and the questions are strong.

 

  • I like the inclusion of the Table. I would like to see another column around debriefing examples of how to bring it into the discussion during the debrief. It feels like a small missing element that would really improve the usability of the toolkit for others.

 

  • Discussion and Conclusion 

  • You spend the majority of the space here discussing the interplay between the factors you introduce, but I wonder if another story is in how these very elements sit within the context of the debrief itself – and how not only are they a part of the toolbox in debriefing communication moments, but they are living and live artefacts occurring in our own debriefing conversations.

Thank you for the opportunity to review your work, I think it has the makings of an important addition to the conversation on debriefing.

If evidence from practice is presented, are all the underlying source data available to ensure full reproducibility?

Not applicable

Is the topic of the practical tips discussed accurately in the context of the current literature

Yes

Are all factual statements correct and adequately supported by citations?

Partly

Are the conclusions drawn balanced and justified on the basis of the presented arguments?

Partly

Are arguments sufficiently supported by evidence from the published literature and/or the authors’ practice?

No

Reviewer Expertise:

Simulation, Debriefing, Simulation Design

I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard, however I have significant reservations, as outlined above.

MedEdPublish (2016). 2025 May 6. doi: 10.21956/mep.22482.r41499

Reviewer response for version 1

Paul Phrampus 1

This manuscript presents a reflective toolkit designed to enhance the debriefing of healthcare communication. The integration of emotional labour, cognitive dissonance, metaphor analysis, and empathy evaluation into post-communication reflection is both innovative and pedagogically useful. The inclusion of practical debriefing questions and a fictional case (Dr. Morton) supports applicability across educational settings.

However, while the conceptual contributions are strong, there are several points that require clarification or revision to strengthen the manuscript’s clarity, terminological precision, and practical utility.

Major Comments

1. Terminological Shift from "Difficult" to "Tender" Conversations

The authors propose replacing the widely accepted term “difficult conversations” with “tender conversations.” While conceptually interesting, this change introduces potential confusion:

The term “tender” may imply distress, vulnerability, or the delivery of bad news. Not all challenging healthcare conversations involve these emotional elements.

This shift may lead to unintended implications or misinterpretations in practice and training.

Recommendation: Unless empirical support is available for the benefits of this reframing, consider using “tender” as a supplementary descriptor rather than a replacement. Further discussion on the risks and implications of such a terminological shift is warranted. I would recommend rephrasing the title of the article.

2. Intended Use and Audience of the Toolkit

The manuscript lacks clarity, and sometimes seemed confusing to this reviewer on the intended application:

Is the toolkit for individual self-reflection, educator-led debriefs, simulation feedback, or retrospective review of actual conversations?

This ambiguity reduces the utility for educators attempting to adopt or implement these tools.

Recommendation: Add a clear statement early in the manuscript that specifies the primary and secondary use-cases for the toolkit, including possible formats of implementation (e.g., individual, group, simulated or real-world contexts).

3. Interpretation of the Micro-Rupture Example (Page 4 of 9)

The example exchange in this section risks misleading this reviewer reader. The example indicated to the "mindful approach" is better understood as a recovery from a ruptured moment, not a contrasting standalone approach.

Recommendation: Clarify that the second statement represents a reparative response to an identified micro-rupture. Reframing this section as a demonstration of rupture and recovery would improve interpretive accuracy.

4. Assertion Regarding Experienced Clinicians and Empathy (Page 5 of 9)

The manuscript states that experienced clinicians are adept at modulating empathy. This claim is too generalized and not clearly supported by the referenced article (Larson & Yao, 2005).

Recommendation: Revise this claim to reflect the variability in empathetic performance regardless of years of experience. Either support with stronger evidence or soften the assertion by framing it as a possibility rather than a norm.

Minor Comments

1.  Clarity of Abstract and Introduction

While the abstract summarizes the key components, it does not sufficiently highlight whether the toolkit is evidence-informed, expert-opinion-based, or tested in any formal educational settings. Consider adding this clarification.

2.  Consistency in Terminology and Tone

Phrases such as “emotional labour accounting” and “metaphor dissection” are unique and rich, but may benefit from brief definitions or more accessible phrasing for general readers unfamiliar with those frameworks.

3.  Typographical/Stylistic Suggestions

Page 4: Consider restructuring the bulleted questions for micro-ruptures to make clearer which are retrospective vs. anticipatory.

Overall Recommendation

Revisions Required 

This manuscript has high potential and introduces a novel, thoughtful contribution to communication skill debriefing. Addressing the issues around terminology clarity, application context, and overgeneralization will significantly strengthen its clarity, accessibility, and impact.

If evidence from practice is presented, are all the underlying source data available to ensure full reproducibility?

Partly

Is the topic of the practical tips discussed accurately in the context of the current literature

Yes

Are all factual statements correct and adequately supported by citations?

Partly

Are the conclusions drawn balanced and justified on the basis of the presented arguments?

Yes

Are arguments sufficiently supported by evidence from the published literature and/or the authors’ practice?

Partly

Reviewer Expertise:

simulation; debirefing; ommunications

I confirm that I have read this submission and believe that I have an appropriate level of expertise to state that I do not consider it to be of an acceptable scientific standard, for reasons outlined above.

MedEdPublish (2016). 2025 May 12.
Matthew Bowker 1

Dear Professor Phrampus, We warmly thank you for your thoughtful and constructive review of our manuscript. Your detailed feedback has significantly strengthened our work, and we have addressed all points in our revision. Your comment regarding empathy in experienced clinicians particularly provoked reflection among our team; thank you for challenging us to reconsider this assertion with more nuance.

Major comments

1. Terminological Shift from "Difficult" to "Tender" Conversations

We agree that replacing established terminology without empirical support could create confusion. We have revised our approach to position "tender conversations" as a complementary framework rather than a replacement, and modified both our title and the relevant sections to reflect this balanced perspective. We now present the concept as an additional lens that can enrich understanding while maintaining connection to established terminology.

2. Intended Use and Audience of the Toolkit

We appreciate this important observation about application clarity. We have added an explicit statement early in the introduction specifying that the toolkit is primarily designed for educators facilitating simulation debriefing sessions, with secondary applications for peer observation feedback and self-reflection on recorded clinical interactions. We've also clarified implementation formats.

3. Interpretation of the Micro-Rupture Example

Thank you for highlighting this potential misinterpretation. We have reframed this section to clearly demonstrate the rupture-repair sequence, explicitly stating that the second statement represents a reparative response to an identified micro-rupture rather than a contrasting standalone approach.

4. Assertion Regarding Experienced Clinicians and Empathy

We are grateful for this input. We have revised our claim to acknowledge the complex, non-linear relationship between clinical experience and empathetic skill, noting that factors beyond years of practice - including personality, training, and institutional culture - significantly influence empathy.

Minor comments We have addressed all minor comments by:

(1) clarifying in the abstract that our toolkit was developed through literature synthesis and the authors' simulation education experience;

(2) providing brief definitions for specialized terms upon first mention; and

(3) restructuring the debriefing questions to distinguish between retrospective analysis and anticipatory guidance.

Thank you again for your valuable contribution to improving our manuscript. 

Warmest regards,

Dr Matt Bowker on behalf of all authors

Associated Data

    This section collects any data citations, data availability statements, or supplementary materials included in this article.

    Data Availability Statement

    No data are associated with this article.


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