Patient‑Centered Communication Skills
Expert-defined terms from the Certificate in Motivational Interviewing for Chronic Disease Management (United Kingdom) course at London School of Planning and Management. Free to read, free to share, paired with a professional course.
Acknowledgment – Recognising the patient’s statements or emotions without… #
Related terms: Validation, reflective listening. Example: “I hear that you’re feeling frustrated with your medication schedule.” Practical application involves repeating back the core sentiment to show understanding; challenge is avoiding superficial repetition that feels scripted.
Active Listening – Fully concentrating on what the patient says, both ver… #
Related terms: Reflective listening, empathy. Example: “So you’re saying the pain spikes after you miss your exercise routine?” This skill builds trust; difficulty may arise when clinicians feel time‑pressed.
Affirmation – Positive reinforcement of a patient’s strengths, efforts, o… #
Related terms: Validation, strengths‑based approach. Example: “You’ve managed to keep your blood pressure down for three months, that’s impressive.” It encourages continued behaviour change but must be genuine to avoid perception of flattery.
Agenda‑Setting – Collaborative process of determining topics to discuss d… #
Related terms: Partnership, shared decision‑making. Example: “What would you like to focus on today – your diet, medication adherence, or exercise?” Helps manage limited time; challenge is balancing clinician priorities with patient concerns.
Barriers to Change – Factors that impede a patient’s ability to adopt hea… #
Related terms: Obstacles, resistance. Example: “I find it hard to cook healthy meals because I’m always tired after work.” Identifying barriers enables targeted problem‑solving; clinicians may struggle to uncover hidden barriers.
Behavioural Cue – Verbal or non‑verbal signals indicating a patient’s rea… #
Related terms: Change talk, sustain talk. Example: “I’m thinking about cutting back on sweets.” Recognising cues guides the interview flow; missing cues can stall momentum.
Change Talk – Patient statements that express desire, ability, reason, or… #
Related terms: Motivational language, self‑efficacy. Example: “I want to quit smoking because I worry about my lungs.” Amplifying change talk strengthens motivation; challenge is differentiating it from vague talk.
Collaboration – Joint partnership between clinician and patient, respecti… #
Example: “Let’s explore together how you might adjust your medication schedule.” Fosters empowerment; may be hindered by hierarchical attitudes.
Commitment Language – Explicit statements indicating a patient’s intentio… #
Related terms: Plan, goal‑setting. Example: “I will start walking for 20 minutes after dinner three times a week.” Solidifying commitment aids follow‑up; risk of over‑promising exists.
Confidence Ruler – Scaling tool (0–10) used to assess a patient’s confide… #
Related terms: Self‑efficacy, readiness ruler. Example: “On a scale of 0 to 10, how confident are you that you can reduce your sugar intake?” Provides quantifiable data; patients may misinterpret scales.
Contextualising Health – Placing medical information within the patient’s… #
Related terms: Cultural competence, narrative medicine. Example: “How does your work schedule affect your ability to take medication?” Promotes relevance; requires clinician curiosity and flexibility.
Core Skills (OARS) – Fundamental MI techniques #
Open‑ended questions, Affirmations, Reflective listening, Summaries. Related terms: MI toolkit, communication strategies. Example: Open question: “What concerns you most about managing your diabetes?” Mastery of OARS underpins effective MI; novices may overuse closed questions.
Decision‑Making Balance – Negotiating between clinical guidelines and pat… #
Related terms: Shared decision‑making, autonomy. Example: “Guidelines suggest a low‑salt diet, but we can adapt it to foods you enjoy.” Balances safety with personal relevance; tension may arise when preferences conflict with evidence.
Elicit‑Protect‑Provide (EPP) Model – Structured approach to discussing se… #
Related terms: Communication framework, patient‑centred dialogue. Example: “You mentioned feeling ashamed about your weight; may I ask how that impacts your daily life?” Encourages safe disclosure; requires clinician skill in timing.
Exploratory Questioning – Using open‑ended prompts to uncover patient val… #
Related terms: Open‑ended question, probing. Example: “What matters most to you when thinking about your health future?” Generates rich information; risk of digression if not guided.
Feedback Loop – Ongoing exchange where patient response informs clinician… #
Related terms: Iterative communication, reflective practice. Example: Patient: “I’m not sure I can stick to the diet.” Clinician: “What part of the diet feels most challenging?” Enhances adaptability; may be disrupted by time constraints.
Goal‑Setting – Collaborative formulation of specific, measurable, achieva… #
Related terms: Action plan, commitment language. Example: “Let’s aim for a 5% weight reduction over the next six weeks.” Provides clear direction; difficulty lies in aligning realistic targets.
Health Literacy – Patient’s capacity to obtain, process, and understand h… #
Related terms: Plain language, patient education. Example: “Can you tell me in your own words what the medication does?” Guides tailoring of explanations; low literacy may mask misunderstanding.
Hurdle Identification – Recognising practical obstacles that impede goal… #
Related terms: Barrier analysis, problem‑solving. Example: “You mentioned limited parking near the clinic; how might that affect your appointments?” Enables strategic planning; clinicians may overlook systemic issues.
Imagery Technique – Using visualisation to strengthen motivation #
Related terms: Future self, mental rehearsal. Example: “Picture yourself walking up the stairs without getting winded.” Can boost confidence; may not suit all cultural backgrounds.
Implementation Intentions – “If‑then” planning that links situational cue… #
Related terms: Action planning, habit formation. Example: “If I feel the urge to snack after dinner, then I will drink a glass of water first.” Improves adherence; requires patient insight.
Individualised Care Plan – Tailored roadmap that reflects patient’s goals… #
Related terms: Personalised medicine, care coordination. Example: “Your plan includes weekly walking groups and a medication reminder app.” Enhances relevance; may be limited by service availability.
Interactive Listening – Engaging the patient through questions, reflectio… #
Related terms: Active listening, reflective listening. Example: “You said you feel anxious about blood tests; can you tell me more about that?” Promotes dialogue; requires clinician attentiveness.
Joint Review – Collaborative assessment of progress toward goals #
Related terms: Follow‑up, outcome evaluation. Example: “Last month you aimed to reduce sugary drinks; how did that go?” Reinforces accountability; may uncover unmet expectations.
Key Message Framing – Presenting essential information in a concise, pati… #
Related terms: Health communication, message tailoring. Example: “Taking your medication at the same time each day helps keep your blood pressure stable.” Increases recall; risk of oversimplification.
Language Concordance – Matching clinician language to patient’s preferred… #
Related terms: Cultural competence, patient‑centred language. Example: “You mentioned ‘being on the high‑risk list’; let’s talk about what that means for you.” Improves rapport; may require interpreter services.
Motivational Interviewing (MI) – Collaborative, goal‑oriented communicati… #
Related terms: Patient‑centred communication, behaviour change. Example: “You seem ready to try a new exercise routine; what would make that easier?” Core methodology of the course; challenges include maintaining a non‑directive stance.
Non‑Judgmental Stance – Maintaining neutrality and avoiding blame when di… #
Related terms: Empathy, reflective listening. Example: “It’s common to find it difficult to quit smoking; let’s explore what’s been hardest for you.” Reduces resistance; clinicians must monitor their own biases.
Open‑Ended Question – Inquiry that cannot be answered with a simple “yes”… #
Related terms: Exploratory questioning, OARS. Example: “How do you feel about your current treatment plan?” Generates richer data; risk of vague answers if not followed by probing.
Outcome Evaluation – Systematic assessment of whether patient‑centred goa… #
Related terms: Joint review, feedback loop. Example: “Your HbA1c dropped by 0.5%; How does that feel to you?” Provides motivation; may be limited by data access.
Patient Activation – The knowledge, skill, and confidence a patient posse… #
Related terms: Self‑management, empowerment. Example: “You’ve learned how to adjust your insulin dose; that shows great activation.” High activation predicts better outcomes; low activation requires additional support.
Patient‑Centred Care – Approach that respects and responds to individual… #
Related terms: Shared decision‑making, empathy. Example: “Your goal of staying active is central to our treatment plan.” Core philosophy; implementation can be hindered by system pressures.
Patient Narrative – Story told by the patient about their illness experie… #
Related terms: Illness narrative, storytelling. Example: “I’ve been dealing with fatigue ever since my diagnosis, which affects my work.” Provides context; clinicians must listen without interrupting.
Plan‑Do‑Study‑Act (PDSA) Cycle – Iterative method for testing changes in… #
Related terms: Quality improvement, continuous improvement. Example: Plan: Introduce a reminder text; Do: Send for two weeks; Study: Assess adherence; Act: Refine schedule. Encourages systematic learning; may be perceived as bureaucratic.
Positive Reinforcement – Providing praise or reward following a desired b… #
Related terms: Affirmation, encouragement. Example: “Great job remembering to take your medication this week!” Strengthens habit formation; must avoid creating dependency on external praise.
Problem‑Solving Skills – Collaborative approach to identifying solutions… #
Related terms: Hurdle identification, action planning. Example: “If the pharmacy is far, could a home delivery service help?” Empowers patients; may be limited by resource availability.
Probing Question – Follow‑up inquiry that seeks clarification or depth #
Related terms: Exploratory questioning, reflective listening. Example: “You mentioned feeling overwhelmed; what specifically feels most stressful?” Enhances understanding; risk of leading if not neutral.
Reflective Listening – Paraphrasing or summarising what the patient has s… #
Related terms: OARS, empathy. Example: “So you’re saying the side effects of the medication are discouraging you from continuing.” Validates feelings; over‑use can feel mechanical.
Resistance – Patient’s expressed or unexpressed opposition to change #
Related terms: Sustain talk, ambivalence. Example: “I don’t think I can stick to a strict diet.” Recognising resistance allows strategic redirection; may be misinterpreted as non‑compliance.
Rolling Summaries – Periodic recaps that weave together patient statement… #
Related terms: Summaries, feedback loop. Example: “You’ve told me that exercise helps your mood, but work stress makes it hard to stay consistent.” Maintains coherence; must be concise to avoid information overload.
Safety Planning – Structured plan addressing potential health crises #
Related terms: Risk assessment, contingency plan. Example: “If your blood pressure spikes above 180, you will call the clinic within 30 minutes.” Provides clear action steps; requires patient understanding of warning signs.
Self‑Efficacy – Belief in one’s ability to execute behaviours needed to a… #
Related terms: Confidence ruler, empowerment. Example: “I feel capable of preparing low‑salt meals on my own.” Predicts adherence; low self‑efficacy needs confidence‑building strategies.
Skill‑Building Exercises – Structured activities that develop communicati… #
Related terms: Role‑play, feedback. Example: Practising reflective statements with a peer in a simulated consultation. Reinforces learning; requires safe environment.
Sustaining Change – Strategies to maintain new behaviours over time #
Related terms: Relapse prevention, follow‑up. Example: “Let’s schedule monthly check‑ins to review your walking routine.” Supports long‑term adherence; risk of drop‑out if follow‑up is inconsistent.
Therapeutic Alliance – Collaborative, trusting relationship between clini… #
Related terms: Rapport, partnership. Example: “I appreciate your openness about your challenges; we’ll work through them together.” Predicts positive outcomes; may be strained by mismatched expectations.
Time Management – Efficient allocation of consultation minutes to cover e… #
Related terms: Agenda‑setting, prioritisation. Example: “We have ten minutes left; let’s focus on your medication concerns.” Balances thoroughness with schedule; risk of rushed communication.
Translational Language – Converting medical jargon into everyday terms #
Related terms: Plain language, health literacy. Example: “Your blood pressure is high, which means your heart works harder than it should.” Improves comprehension; must avoid oversimplification.
Triadic Communication – Interaction involving clinician, patient, and a t… #
G., Family member). Related terms: Family‑centered care, shared decision‑making. Example: “Mrs. Patel, how do you feel about the proposed diet changes for your husband?” Incorporates support network; may complicate confidentiality.
Values Clarification – Process of exploring what matters most to the pati… #
Related terms: Motivational interviewing, patient narrative. Example: “Is staying independent more important to you than strict blood sugar control?” Aligns goals with personal meaning; can reveal conflicts with clinical recommendations.
Validation – Acknowledging the legitimacy of the patient’s feelings or ex… #
Related terms: Acknowledgment, empathy. Example: “It makes sense that you feel overwhelmed after a recent hospital stay.” Reduces defensive reactions; must be sincere.
Verbal Cueing – Use of specific words or phrases to elicit further discus… #
Related terms: Reflective listening, change talk. Example: “You mentioned wanting to feel more energetic; can you tell me more about that?” Guides conversation; over‑use may feel formulaic.
Visual Aids – Diagrams, charts, or models used to enhance understanding #
Related terms: Health literacy, key message framing. Example: Showing a blood pressure chart to illustrate trends over six months. Supports retention; must be accessible and not cluttered.
Weight Management Conversation – Sensitive discussion about body weight f… #
Related terms: Stigma‑free communication, motivational interviewing. Example: “What would you like to achieve regarding your weight for better health?” Encourages health‑focused goals; risk of triggering shame.
Willingness to Change – Patient’s expressed openness to modifying behavio… #
Related terms: Readiness ruler, ambivalence. Example: “On a scale of 0–10, how willing are you to start a walking program?” Gauges motivation; low willingness may require further exploration.
Working Alliance – Agreement on tasks, goals, and bond between patient an… #
Related terms: Therapeutic alliance, partnership. Example: “We both agree that improving your diet is a priority, and I’ll support you with resources.” Strengthens cooperation; may be disrupted if expectations differ.
Zero‑Tolerance Approach – Policy of refusing harmful behaviours without p… #
Related terms: Non‑judgmental stance, collaborative care. Example: “We cannot continue prescribing this medication while you are smoking, but let’s find alternatives together.” Balances safety with respect; must avoid alienating patients.