Communication Skills that will be emphasized:

• Signpost - Signposting is sometimes called mapping out the consultation. What mapping out the consultation means is that we verbally provide structure. We acknowledge openly where the conversation is headed. Mapping out the consultation is a way to orient the client. Just like a compass tells you which direction you’re facing, a consultation map tells the client the order in which consultation events will happen.  
• Chunk and check - Consultations work better when we break down what we have to say into segments. Each segment represents two or three sentences of material that we want to convey. We deliver that chunk. Then we check in with our client. We are checking that the client is with us. We are checking for mutual understanding. Only then, can we move on to the next chunk. This prevents us from losing our client. This prevents us from getting to the end of the consult, only to have the client say, “I didn’t catch any of that, can you start over?” Chunking and checking allows us to identify sources of misunderstanding early so that we can correct misconceptions before it is too late. 
• Summary - Summarizing is a communication tool that allows you, the clinician, to review key data or concepts with the client. Summarizing may be used to review case history that the client provided; our list of concerns for a given patient; the order of diagnostic tests that will be performed; our clinical findings; and our treatment plans, including recommendations for at-home patient care. Summarizing is also often used to wrap-up a consultation by emphasizing key take-away messages that we want our clients to hold onto long after they have departed from the clinic.  

Communication Skills that will be emphasized: 

Case management is often complicated by the complexities of clinical disease for which there are no easy answers. Clients may desire or expect guarantees concerning diagnosis or prognosis when in fact such guarantees may not be possible. Such situations require a fusion of communication skills to invite dialogue that solicits and acknowledges the client’s perspective yet balances unrealistic expectations against the patient’s clinical reality. Structuring skills, such as signposting, check-ins, and summary statements facilitate these conversations by guiding the client through transparent decision making and taking the time to ensure mutual understanding. This module will introduce the learner to all three structuring skills.