2. It is also important to be seen to be listening. The patient should feel that they have your undivided attention and that you are listening to them. Therefore, it may be necessary to hand the beeper or telephone to someone else, and to endeavour not to be distracted by other activity.
3. Let the patient speak and let them finish what they are saying. Avoid talking over him or her. Don't start your sentence until they have finished theirs. If you don't do this, you may give the patient the impression that you are not really listening. It is also important to encourage the patient to talk and to feel comfortable during short silences. After a short silence, it may be appropriate to ask the patient to tell you what they have been thinking about during the silence.
4. Respond to what the patient is saying. This again confirms that you are listening. Do this by reiterating back to the patient what you have heard. Where possible use the same terminology the patient has used. You may also reflect what the patient is saying by starting a sentence like "It sounds as though what is worrying you the most is how your wife will cope..."
5. Show empathy in your communication. "Empathy is helping another person know that you care about him (or her) as an individual." is important that the patient feels that you are making a connection between what the patient is saying and what they are feeling. The fact that you have identified the emotions the patient is feeling,
Presentation for the Life Planning Centre in Tokyo, Japan, 23 February 1997,
