Table 1 Structure and content of the communication training

Definition, Meaning

Transmission of messages;

Information flow through different channels;

Dialogic communication: mutual exchange in direct contact between people

Watzlawick’s theory of communication [28]

“You cannot NOT communicate!”

C. Rogers’ basic attitudes in Client Centred Psychotherapy [29]

Empathy, Appreciation, Authenticity/congruence, Transparency

Schulz von Thun’s Four-Sides Model [30]

(1) Case level, (2) Self-revelation,

(3) Relationship level, (4) Appeal

Conversation phases

(1) Relationship building, (2) Problem analysis,

(3) Searching for solution, (4) Agreement

The meaning of active listening

The emotional (affective) reaction

of an interlocutor to a speaker’s message

Conversation techniques

Questions, Echoing, Paraphrasing, Mirroring, making pauses, Encouragement to continue talking

Dealing with emotions

NURSE-Model: Naming, Understanding,

Respecting, Supporting, Exploring

Different communication channels

Verbal, Non-verbal, Paraverbal

Meaning of doctor-patient communication

Medicine is first and foremost an interpersonal relationship

Communication shortcomings

Patients are interrupted in conversation;

Unstructured conversations;

Closed questions restrict patients;

Emotional expressions are ignored;

Misleading explanations from the doctor;

Chances of good communication

Improvement of compliance;

Optimization of treatment opportunities;

Extended anamnesis;

New, possibly important information about patient

(bio-psycho-social model)

Interactive demonstration of the course of an ideal-typical accompanying conversation during blood sampling

(1) Greeting/introduction, (2) Information about the procedure, (3) Clarifying open questions, (4) Asking about the patient’s well-being, (5) Clarifying experiences with previous blood samples, (6) Announcing the next steps, (7) Announcing the prick, (8) Encouraging the patient to continue talking, (9) Announcing the end, (10) Explaining the further procedure, (11) Paying attention to the patient’s well-being, (11) Allowing questions, and (12) Saying goodbye.