Communication is challenging situations

Question 1

To demonstrate empathy you should consider which two factors?

Answer 1

• Identifying the other persons emotional state

- Acknowledging it

Question 2

What are the 5 types of verbal empathetic response?

Answer 2

• Reflective
• Legitimising
• Supportive
• Partnership-building
• Respectful

Question 3

Describe non-verbal empathetic responses

Answer 3

• Tone of voice
• Facial expression
• Touch

Question 4

Describe the SPIKES protocol acronym for the six stages of the bad news consult

Answer 4

1. Set up
2. Perception
3. Invitation
4. Knowledge
5. Empathy
6. Strategy and summary

Question 5

Describe the process to follow when dealing with anger from a client

Answer 5

• Stay calm
• Active listening
• Empathy
• Rapport
• Information and support
• Follow up