Communication and Behavioural Skills
What this domain tests
Communication and Behavioural Skills tests therapeutic communication, active listening, empathy, professional boundaries and teamwork. Questions often present a patient who is anxious, angry or shy and ask for the best response.
Core rules and concepts
- Therapeutic communication is purposeful, respectful and patient-centred. Use open-ended questions, reflection, summarising and silence.
- Active listening: face the patient, maintain comfortable eye contact, nod and clarify rather than interrupt.
- Empathy means recognising the patient's feelings, for example: You seem worried about the test.
- Avoid false reassurance, medical jargon, blame and leading questions.
- Maintain confidentiality; share information only with the care team on a need-to-know basis.
- Obtain informed consent before care and respect refusal.
- Professional boundaries: do not accept gifts that create obligation, do not share personal problems and do not use the patient for personal benefit.
- Work in a team: report clearly, use SBAR (Situation, Background, Assessment, Recommendation) and hand over accurately.
Worked example. A patient says, I am scared of this injection. Reasoning: the best response is empathetic and invites more information: You are scared. Can you tell me what worries you most? This acknowledges feelings and assesses the concern. Saying do not worry, it will not hurt is false reassurance and blocks communication.
Traps that cost marks
Do not say I know exactly how you feel. Do not promise that everything will be fine. Do not use technical terms the patient cannot understand. Do not discuss a patient in a corridor or lift.