Table 2 Programme objectives (1-3) related to performance objectives in social insurance physicians' knowledge, awareness, and skills

1. SIP is aware of the influence of own feelings and assumptions, minimising negative influences

Social insurance physician (SIP) knows that there is a constant interaction between SIP and claimant (CL) communication behaviour, with regard to both content and process.

SIP switches between content and process in the communication, geared to CL's verbal and non-verbal behaviour (e.g. reflects on CL's feelings, labels non-verbal behaviour).

SIP is aware of the influence of own communication preferences and own state of mind in relation to CL's verbal and non-verbal behaviour.

SIP signals the effect of own disturbing feelings and assumptions in relation to CL behaviour, and takes this into account.

SIP knows the general rules of giving adequate feedback.

SIP gives appropriate feedback about CL's behaviour, especially if it disturbs SIP.

2. SIP communicates efficiently, clearly, and empathically, attuned to claimant

SIP knows what instrumental (task-oriented, content-focussed) and empathic (affective, process-oriented) behaviour is, what the differences are, and when to use which.

SIP switches between instrumental and empathic behaviour during the interview.

SIP knows the essential elements of a first-time introduction, including an explanation of the aim of an assessment interview.

SIP uses the essential elements of a first-time introduction, including an clear explanation of the aim of the assessment interview.

SIP knows which general communication skills exist (e.g. asking open-ended/closed questions, listening, summarising, providing regular breathing spaces), and when to use which.

SIP uses general communication skills, each at the appropriate moments resulting in clarity in the communication.

3. SIP meets CL's needs for information and empathy when discussing the findings

SIP knows the importance of actually mentioning the conclusions to the CL.

SIP mentions and explains the conclusions clearly to the CL.

SIP knows the essential elements of sharing and explaining a conclusion (i.e. the elements of a bad news conversation) [31, 32].

SIP applies all essential elements (e.g. giving CL an opportunity to respond) when sharing and explaining conclusions to CL.

SIP knows how to apply the knowledge of objectives 1 and 2 (listed above) when explaining conclusions to CL.

SIP applies the skills of objectives 1 and 2 (listed above) when explaining conclusions to CL.