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Table 2 Scenarios where the communication skill was poorly performed and where the performance was variable amongst residents

From: Teaching communication skills to OTL-HNS residents: multisource feedback and simulated scenarios

Communication Skills Poorly Performed Variable Performance
1. Uses appropriate body language and maintains eye contact   
2. Effectively listens to concerns and perspective of patient Scenari 3  
3. Allows patient the time to express his/her concerns   
4. Acknowledges, explores and understands concerns of the patient   
5. Picks upon clues, both verbal and non-verbal Scenari 3, 5 Scenario 7
6. Pays attention to transitions Scenari 5 Scenario 4
7. Uses open and closed questions effectively Scenari 4, 7  
8. Directs the interview effectively   
9. Remains professional with the patient   
10. Summarizes, provides closure and an opportunity for questions Scenari 1, 2, 6, 7, 8, 9 Scenario 2,3,8
11. Demonstrates empathy and support Scenari 7, 8 Scenario 2
12. Demonstrates professional behavior and treats the patient with courtesy and respect   Scenario 5
13. Negotiates with the colleague and tries to come to mutual agreement Scenari 6 Scenario 2, 6
14. Verifies understanding of situation by the colleague Scenari 2, 5 Scenario 6, 8
15. Keeps voice at a conversational level   
16. Greets patient and asks what he wishes to discuss   
17. Shares information using language that patient can understand   Scenario 8