University of Toronto

SPP OBSERVATION GUIDE

TECHNIQUES
What you use: specific tools used to express styles and attitudes
F Addressing disagreements FF Negotiating FF Reiterating
F Asking permission FF Normalizing FF Repeating
F Bridging FF Paraphrasing FF Summarizing
F Clarifying FF Prioritizing FF Using the patients language
F Explaining why questions are being basked FF Qualifying FF Validating
F Facilitating FF Quantifying
F Linking FF Reflecting

STYLES
How you do it: behaviours or how attitudes are expressed
LISTENING STYLE: Active SPEECH PATTERN
FF Responds to verbal and non-verbal cues FF Adjusts to patients level of understanding
FF Uses silence and interruptions appropriately FF Pacing is appropriate to context
FF Checks in FF Vocabulary is appropriate to context
FF Jargon is appropriate to context
QUESTIONING STYLE: Appropriate use of
FF Open-ended ORGANIZATION
FF Closed-ended FF Flexibility (follows patients cues, not rigidly bound to
FF Directive predetermined plan)
FF Multiple FF Appropriate focus and use of time
FF Gathers adequate quality/quantity of biomedical
NON-VERBAL STYLE: Appropriate information
FF Facial expression FF Gathers adequate quality/quantity of psychosocial
FF Eye contact information
FF Body language FF Actively integrates biomedical and psychosocial
information to create a complete context

ATTITUDES
Who you are: point of view, informed by values, culture and environment
BEING EMPATHIC HAVING SELF-AWARENESS
FF Understanding the patients experience F Being non-judgemental
FF Acknowledging this understanding to patient F Being aware of assumptions
FF Checking in with patient to clarify understanding F Being open-minded

BEING HONEST PROFESSIONAL DIALOGUE

FF Telling the truth F Encouraging discussion and feedback
FF Admitting a lack of knowledge F Seeking common ground
F Respecting patients viewpoint
F Seeking to put patient at ease

c 2007 Standardized Patient Program, Faculty of Medicine, University of Toronto