Rapport.

The harmonious feeling experienced by two people who hold one another in mutual respect, acceptance, and understanding.

Empathy.

Empathy is that degree of understanding, which allows one person to experience how, another feels in a particular situation.

Empathy is neither sympathy (feeling sorry for another person) nor compassion (that quality of love or tenderness that causes one person to suffer along with another).

Remember that actions speak louder than words. A person will generally pay more attention to what you do than what you say.

Body Language.

Remember that actions speak louder than words. A person will generally pay more attention to what you do than what you say. Think about the following nonverbal messages and what they might reveal.

• Facial expressions (smile, frown, blank look, grimace).
• Gestures/mannerisms (fidgeting, toe tapping, clenched fists).
• Eye behaviors (avoiding eye contact, staring, wide eyes).
• Use (and avoidance) of touch or physical contact.
• Posture (erect, slouching, leaning toward/away from someone).
• Walk.

Silence.

Silence can be an extremely effective communication tool. It can be used to express a wide range of feelings.

Silence can be used to communicate the deepest kind of love and devotion, when words are not needed.

Silence can be a cold and rejecting sort of punishment, the “silent treatment” received for coming home late or forgetting an anniversary.

Silence can be used in an interview or conversation to encourage the other person to “open up.” Conversely, it can be used to intentionally create anxiety and discomfort in the other person.

Listening.

As a patient speaks, think about what he must be feeling. Sometimes, as a listener, you must cut through layers of words to get to the real message. You must read between the lines. Pick up the underlying meaning of the message (intent); don’t rely entirely upon the obvious or superficial meaning (content).