P - Perception
I - Invitation
K - Knowledge
E - Empathy
S - Strategy and summary
Pointers
- Start off with "You look worried, do you mind telling me what's worrying you?" as opposed to asking concerns directly
- Pick up more unspoken Qs even when there is clearly nothing - "You look very quiet, may I know what's going on in your mind?"
- Say things like "I'm really sorry to say that, " or "Unfortunately, " or "I'm afraid that, "
- ACKNOWLEDGE FEELINGS/CONCERNS
- Don't BLOCK cues!
- Be honest about uncertainties - "I'm sorry, but I can't guarantee that..."
- It is possible to pause after every step, and the pause doesn't need to be right at the end
- ASK FOR PERMISSION TO GO ON, EVEN BETWEEN STEPS! YOU CAN ASK FOR PERMISSION MORE THAN ONCE!
- Don't forget to summarising
- PAUSE PAUSE PAUSE! Just keep pausing as much as possible!
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