This document provides guidance for communication skills in various healthcare scenarios. It outlines steps to take which include greeting the client, observing body language, showing empathy, active listening, being respectful of the client's time and needs, and concluding by summarizing and planning next steps. Example questions and statements are provided for maternity, pediatric, and mental health scenarios that focus on understanding the client's situation and concerns, providing information, and determining how to make the client feel comfortable.

1. PROFESSIONAL COMMUNICATION 3
In all scenarios…
1. Greet and acknowledge client and introduce name to the patient.
2. Observe SOLER. Must be congruent to the client age.
3. Empathy: acknowledge client’s emotional state
4. Active listening using different communication skills learned in Access, such as: Open ended,
Clarification and Feedback.
5. Be respectful, don’t rush the client to answer, don’t speak to fast, just be calm/be yourself.
6. Concludesconversationbysummarizing,statesnextstep,whentofollow up,whenare theygoing
to return, or leaving your contact information.
Possible Questions and Statements…
MATERNITY
Scenario 1:
 How are you coping with your situation?
 Is there someone helping you in taking care of the baby and the house?
 Is your husband help you in taking care of the baby?
 Have you considered looking for a baby sitter?
 Does your parents, brother or sister visit you at home and help in taking care of your baby?
 Do you feel satisfied with your role being a mother?
 Empathy and Clarification: It seems/sounds like… You are saying…
Scenario 2:
 It seems like you are not pleased with the amniocentesis results? Can we talk about?
 Is it part of the culture that you really need to have a girl in the family?
 Is it really hard for you to say to your husband that you will be having another baby boy?
 Try to let your husband understand that you are having a healthy baby boy.
 What is usually your husband reaction if he is upset? Would you like to share about it?
 Have you and your partner considered to adopt a baby girl?
 If youhave a questionyouare alwayswelcometovisitourclinic.Icanalsogive toyoumycontact
informationif youlike me to talk to your husband, if you are not confident to tell him directly.
PEDIATRIC
Scenario 1:
 How are you feeling?
 You do not seem feel alright?
 Did you received a vaccination before?
 It seems to me you are worried, what makes you worry, can we talk about it?
 May I know what terrify you about vaccination?
 Aside being vaccinated, is there anything else that makes you worry?
 It sounds like you don’t know what will happen, would you like me to discuss it to you?
 What can I do to make you comfortable?
 Are you prepared to do the procedure now, or you need some time?
 Is your parents coming, do you want them to be here?

2.  Can you tell me what you know about vaccination?
 Can you tell me what scare you about vaccination?
Scenario 2:
 Introduction: Is it okay that I can sit here? Do I am too close to you. Do you want me to move a
little back? It is just you and me, can we talk about it?
 You seems very quiet and sad. Is there anything I can help?
 What makes you sad? Do you want to talk about it?
 Do you know the reason why your friend move?
 Do you have still communication with your friend?
 Do you have any other friends here in school?
 What are your interests? What are your hobbies?
 It sounds to me that you have a great time and memories with your friend.
 Do your family knows that your best friend have already move?
 Empathy:It soundslike youare sad,frustrated…whatcan we do to helpyouor how can we help
you?
 If you have a question, we are here to help you.
MENTAL HEALTH
Scenario 1:
 Introduction: How are you feeling right now?
 It seems to me that you are anxious of what will happen. Is this your first time to visit a
respirologist?
 Do you have an idea what will happen? Do you want me to explain it to you?
 Are you scare in seeing your doctor?
 Does the procedure scare you?
 Can I ask you a question, when was the last time you smoke?
 What are your concerns in seeing a respirologist?
 Do you have a plan to quit smoking?
 Do you have a family? What have they said about you smoking?
 What can I do to help you to make you comfortable?
 It seems to be that you use smoking to cope with your problems.
Scenario 2:
 Introduction: Is it okay that I can sit here? Do I am too close to you. Do you want me to move a
little back?It is justyou and me,can we talkabout it? Are you comfortable talkingtome? Is this
the perfect time to talk to you?
 How can I help you? Can you tell me about what you are feeling?
 Acknowledge: It seems that you are not drinking your coffee and just staring at it. Is there
something bothering you?
 Do you have any support? Do you talk/share your problems to family and friends?
 What is your plan?
 Do like the coffee, or do you want me to get something else for you to drink?
 Do you want me to get you a fresh cup of coffee?
 How can I help you? How do you want to be help?