Table 2.

Types of HCP communication skills *

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.