Let’s practice
#3 Communication skills role-play
In a group of 3, each person will have a turn in each of the following roles:
Diabetes educator – try to incorporate mirroring, active listening and at least one type of values clarification
Client
Observer / note taker / make suggestions
Please change roles after 10 minutes, then again after 20 minutes.
Case 1
Conversation with 40-year-old woman, who tends to dismiss self-management of T1DM with comments like “Well, I probably forgot to take insulin” and “I did not have more strips, so I have not really tested the last few days”.
The client returns after an HbA1c test.
Statement
Health care professional : “Your blood glucose level has gone up from 9 (last time) to 10.4.”
Client: “I don’t understand. I was sure it had gone down. But is it that dangerous? Of course, you are the expert, so I must listen to what you say. “
Forms of communication
Mirroring
Active listening
Values clarifying response
Encourage to choose consciously OR
Encourage to choose between different alternatives OR
Encourage to act upon own decisions OR
Encourage to repeat actions
Case 2
Conversation with 40-year-old woman, who tends to dismiss self-management of T1DM with comments like “Well, I probably forgot to take insulin” and “I did not have more strips, so I have not really tested the last few days”.
Statement
Client: “I know I do not exercise enough. I have a sedentary job with long hours. I should move around more, but I 'm so tired after work. And it is dark and miserable weather at this time of year and then it becomes even harder to get out of the chair.”
Forms of communication
Mirroring
Active listening
Values clarifying response
Encourage to choose consciously OR
Encourage to choose between different alternatives OR
Encourage to act upon own decisions OR
Encourage to repeat actions
Case 3
Conversation with a 55 year-old man with T2DM, who comes to an appointment after not turning up to his last appointment.
Statement
Client: "It's bad that I did not come to the last appointment. Now I'll pull myself together! I don’t want to grow old worrying about all the complications of diabetes. It’s just that I am also really busy right now".
Forms of communication
Mirroring
Active listening
Values clarifying response
Encourage to choose consciously OR
Encourage to choose between different alternatives OR
Encourage to act upon own decisions OR
Encourage to repeat actions
Case 4
Conversation with a 55 year-old man with T2DM, who comes to an appointment after not turning up to his last appointment.
Statement
Client: "I do not measure my sugar at lunch. I simply don’t have time for it - and I can’t just sit and pull my blouse up in front of all the others! I cannot always just put myself first"
Forms of communication
Mirroring
Active listening
Values clarifying response
Encourage to choose consciously OR
Encourage to choose between different alternatives OR
Encourage to act upon own decisions OR
Encourage to repeat actions