skills lab 5

ppcp phase

collect

3 blocks

empathy, nonverbal communication, supportive language

sympathy

i understand, i’m sorry, makes it about you

empathy

reflect, keeps it about the patient

in response to neutral cues

initiate dialogue

in response to neutral cues

initiate dialogue

in response to negative cues

disarm an angry patient, conflict resolution, problem solving

searching for empathy

listen, observe, reflect, probe

3 reflection starters

i can see, it sounds like, you seem to be

5 factors of nonverbal communication

posture, distance (2-4ft), eye contact, time, touch

types of touch

handshake to welcome, touch to reassure, pat on back to encourage

supportive language

begin with transitional phrases “i wanna ask you some questions to…”, invite with inclusive language “judgment free zone”

reinforce trust with

empathy “it sounds like alot”, reassurance “i am here to help”, encouragement “how are you coping”

purpose of scholarmac

collect patient info to assist with self care recommendations or patient concerns

s

symptoms

c

characteristics

h

history

o

onset

l

location

a

aggravating factors

r

remitting factors

mac

medications (brief), allergies, conditions

do all questions need to be asked in order

no

first 3 steps

set the stage (introduce yourself), express empathy, setting expectations