Table 2.
Outcome | Definition | Examples |
Information gathering skills | ||
Open questioning techniques | Questions or statements designed to introduce an area of inquiry without unduly shaping or focusing the content of the response. | "How are you doing?"; "Tell me how you've been getting on since we last met..." |
Half‐open questioning techniques | Questions that limit the response to a more precise field. | "What makes your headaches better or worse?" |
Closed questioning technique | Questions for which a specific often one‐word answer such as yes or no is expected, limiting the response to a narrow field set by the questioner. | "Do you have nausea?"; "How many days have you had the headaches for?" |
Eliciting concerns | A combination of open and closed questions to make a precise assessment of the patients perspective. | "Tell me more about it from the beginning..."; "What worries you the most?"; "What do you think might be happening?" |
Clarifying/summarising | Checking out statements that are vague or need amplification and summarising (the deliberate step of making an explicit verbal summary to verify ones understanding of what the patient said). | "Could you explain what you mean by light headed?" "Can I just see if I have got it right? You have had headaches before, but over the last two week you have had a different sort of pain . . . " |
Explanation and Planning | ||
Giving appropriate information | The correct amount and type of information (procedural, medical , psychological) to address patient needs and facilitate understanding. | ''There are three important things I want to explain today. First I want to tell you what I think is wrong, second what tests we should do, and third what treatment options are available.'' |
Checking understanding | Checking patients understanding by direct questions or asking the patient to restate in own words | "Do you understand what I mean?"; |
Negotiating | Negotiating procedure or future arrangements by taking into account the patient's concerns. | ''Do you mind if I examine you today? Would you prefer it if your husband came with you?'' |
Supportive or relationship building skills | ||
Acknowledging concerns | Verbalising the thoughts and concerns expressed by the patient, and express acceptance. | "I can see that you are worried by all this"; "I sense that you feel uneasy about having to come to see me ‐ that's ok, many people feel that way when they first come here." |
Showing empathy | Verbalising the feelings and emotions expressed by the patient. | ''I can sense how angry you have been feeling about your illness. I can understand that it must be frightening to think the pain will come back.'' |
Reassurance | To reassure appropriately about a potential discomfort or uncertainty without providing false reassurance. | ''I will do my best to help you.'' |
*Adapted from Silverman 2005 and LaComm.