Augmented Interaction context | Limited Interaction context |
---|---|
1. Warm, Friendly Style | 1. Neutral, Impersonal Style |
- Shake hands - Thank patient for participation in study - Frequent use of patient’s name. - Sit face to face, not separated by a desk - Appropriate smiling - Appropriate use of humor | - Do not initiate hand shaking - Do not thank patient for participation - Infrequent use of patient’s name - Sit separated by desk - Limit smiling - Avoid humor |
2. Attentive | 2. Distracted |
- Frequent eye contact - Leans in at appropriate points - Appropriate use of head nods - Limited use of computer or clipboard | - Infrequent eye contact - Bodily posture conveys distance - Minimal use of head nods - Frequent use of computer or clipboard |
3. Active Listening | 3. Minimal Active Listening |
- Open-ended questions that emphasize patient’s experience of illness - Avoid interrupting patient - Patient speaks more than clinician - Allow some silence for contemplation - Reflections - Clarifications | - Closed-ended questions (yes or no) - Tightly focused on review of systems - Interrupt patient to keep to script - Clinician does most of the talking - Fill silences quickly - Avoid reflections - Avoid clarifications |
4. Personalized Content | 4. Generic Content |
- The clinician will encourage the patient to speak for the majority of the time - The clinician’s explanation of the illness and treatment will be personalized, using the patient’s own words wherever possible | - The clinician will dominate the interview, speaking for the majority of the time - The clinician’s explanation of the illness and treatment will be generic with no personalization for the patient |
5. Empathic Connection | 5. Reduced Empathy and Connection |
- Partnership (We’ll work together) - Empathy (That must have been painful) - Validate emotions | - No expression of partnership - No empathy expression (but not callousness) - Avoid emotional content |
6. Mirroring | 6. No Mirroring |
- Mirror patient’s prosody (volume, pace, intonation) - Avoid medical jargon - Use vocabulary familiar to patient | - No effort at mirroring patient’s prosody - Use medical jargon - No effort to use vocabulary familiar to patient |