| Nonverbal behaviours |
| Maintaining eye contact |
| Forward lean to indicate attentiveness |
| Nodding to indicate understanding |
| Absence of distracting movements (e.g. fidgeting) |
| Verbal behaviours |
| Avoiding interruptions |
| Establishing purpose of visit |
| Encouraging patient participation |
| Soliciting the patient’s beliefs, values and preferences |
| Eliciting and validating the patient’s emotions |
| Asking about family and social context |
| Providing sufficient information |
| Providing clear, jargon-free explanations |
| Checking for patient understanding |
| Offering reassurance |
| Offering encouragement and support |
Reproduced from [19] with permission from the publisher.