Table 3 Final coding framework per categories of instrumental and affective communication behaviours
Category | Codes |
|---|---|
Instrumental | Identified problem Listens attentively Confirms problem and screens further Negotiates agenda Elicits history Uses open and closed questioning Facilitates responses Periodically summarizes Uses concise questions and comments Avoids jargon Establishes timeline Systematic/organized Summarizes to confirm understanding Transitions Logical sequencing Appropriate timing Shares thinking Explains rationale Chunks and checks Assesses starting point Asks pertinent questions Gives information Adheres to regulations Clarifies information Contracts with patient for next step Provides safety nets Checks understanding Summarizes session |
Affective | Greets patient Introduces self Confirms identity Obtains consent Provides privacy Demonstrates respect and interest Positive demeanor Non-judgmental Empathetic Sensitive Professional Listens attentively without interrupting Reacts to verbal and non-verbal cues Encourages expression of feelings Eye contact Facial expressions Posture, movement Gestures Rate of speech Volume of speech Tone of speech Hesitation Confidence Assertiveness Maintains composure Friendly/Social talk |