Client communication skills

Question 1

What are the benefits of building a relationship?

Answer 1

Enhanced patient satisfaction
↑ adherence to medical recommendations
Facilitating patient trust and willingness to fully disclose pertinent info
↓ litigation

Question 2

Empathy statements

Answer 2

Recognize, legitimate, respect feelings and offer support (creating a safe space)
Our response to emotions in others
Put oneself in another’s shoes

Question 3

Examples of empathy

Answer 3

No I get it. I would be upset too
I realize how complicated it is to
I can see why that made you angry
I can imagine how frustrating that would be

Question 4

Bonding statement

Answer 4

Share something common between you and client
Earlier the better @ appointments
“Rotties are my favorite breed”

Question 5

Reflective listening

Answer 5

To understand a speaker’s idea by offering the idea back
Key element of client-centered therapy

Question 6

Types of reflective listening

Answer 6

1. Repeat
2. Rephrase
3. Summary (If i’m hearing you correctly… what i hear you saying is… it sounds like…)

Question 7

Closed-ended questions

Answer 7

Yes or no questions

Question 8

Open-ended questions

Answer 8

4W and 1H: what, who, where, why and how
Tell me…
Please describe …