Table 8.

Communication/behavioural interventions[18]

Nonverbal	Verbal
Maintain a safe distance	Speak in a calm, more transparent tone
Maintain a neutral posture	Personalize yourself
Do not stare; the eye contact should convey sincerity	Avoid confrontation; offer to solve the problem
Do not touch the patient
Stay at the same height as the patient
Avoid any sudden movements
Aligning goals of care	Monitoring intervention progress
Acknowledge the patient’s grievance	Be acutely aware of progress
Acknowledge the patient’s frustration	Know when to disengage
Shift the focus to a discussion of how to solve the problem	Do not insist on having the last word
Emphasize common ground
Focus on the big picture
Find ways to make small concessions