1. Physical – position of body (level with patient, lower if the patient is angry), body language and eye contact (avoid when situation is "hot")
2. Listening Skills – use of silence and pauses, use of patient’s own language as a bridge; appropriate use of touch.

(i.e. patient’s perception of the current situation)

Note different ways of asking; note patient’s vocabulary and comprehension; also note denial if present

(Aim to get a clear invitation to the patient to share information)

Different ways of asking (eg "Are you the sort of person who..?), Accept the patient’s right not to know.

(imparting information)

NB: ‘Aligning’ = start at a place compatible with the patient’s current comprehension. Use small chunks. Use English not Medspeak. Acknowledge all patient’s responses and tailor delivery of information appropriately to patient’s responses

Acknowledge emotions and their origins – patient’s and your own - and respond appropriately. Explore, validate and empathise their emotional responses.

Make a plan via explanation and collaboration. Summarise main areas.

Any questions for now? Contract for next contact.