Providing Quality Contraceptive Counseling Education A Toolkit for

Providing Quality Contraceptive Counseling & Education: A Toolkit for Training Staff Activity 2. 2 The OARS Model – Essential Communication Skills 1

Client-Centered Communication Skills Rapport-building happens the moment an encounter begins. Effective communication will help build and maintain rapport throughout a client encounter. The goal is to listen for the client’s goals and preferences and communicate with empathy, understanding and with intention. Family Planning National Training Centers · Supported by Office of Population Affairs 2

OARS Model: Using essential communication skills O = Open-Ended Questions A = Affirming R = Reflective Listening S = Summarizing Family Planning National Training Centers · Supported by Office of Population Affairs 3

What are open-ended questions you ask clients (or patients)? Family Planning National Training Centers · Supported by Office of Population Affairs 4

Open-ended Questions • Building a trusting and respectful professional relationship • Gaining an understanding about the client and the “client’s world” • Learning about the client's needs- today and possibly in the future • Being more efficient (for you and for your client) Family Planning National Training Centers · Supported by Office of Population Affairs 5

What affirmations do you offer clients (or patients)? Family Planning National Training Centers · Supported by Office of Population Affairs 6

Affirming • Builds rapport; demonstrates empathy and trust that your client can make good decisions • Affirms the client’s strengths and abilities so you can build on them Family Planning National Training Centers · Supported by Office of Population Affairs 7

What are the ways you use reflective listening? Family Planning National Training Centers · Supported by Office of Population Affairs 8

Reflective Listening • Listening to what the client says, then briefly reflecting key words or phrases • To check accuracy and understanding • To show that you are listening • To help the client explore her/his own thoughts and feelings • Observing the client’s behavior (e. g. tears, smiles, etc. ) and reflect possible feelings • Same as above • Demonstrating your desire to understand the client’s experience and needs Family Planning National Training Centers · Supported by Office of Population Affairs 9

When do you summarize what your client has been saying? Family Planning National Training Centers · Supported by Office of Population Affairs 10

Summarizing • Transition - Reflecting what’s been said so far and moving to a new topic • Closing - Reflecting what’s been said during the session and moving to a plan of action Family Planning National Training Centers · Supported by Office of Population Affairs 11

Case Study: Celine I’d like you to meet Celine. Family Planning National Training Centers · Supported by Office of Population Affairs 12

Case Study: Celine, age 21, single Celine is currently in school and works 2 part-time jobs. She’s been sexually active “off and on” for a few years. She’s used withdrawal, condoms, pills and the sponge. She’s never been pregnant but she does worry that “one of these days” she might get pregnant. • She wants children in the future, but now or in the next 3 -4 years. • She says that she is interested in an IUD but her friend tried one and has “horrible bleeding. ” • • Family Planning National Training Centers · Supported by Office of Population Affairs 13

What is the skill? What’s your intent? Celine, I see that you’re in school and working 2 jobs. You must be really busy. Coming to the clinic today must have taken some real planning. It’s great to see you. Family Planning National Training Centers · Supported by Office of Population Affairs 14

What is the skill? What’s your intent? You’ve told me you’ve used different methods of birth control and you haven’t gotten pregnant. It also sounds like you don’t want to plan a pregnancy soon. So you’ve been thinking about one of the long acting methods of birth control. But you’re a bit worried about more bleeding with an IUD, which is one of the possible side effects. Family Planning National Training Centers · Supported by Office of Population Affairs 15

What is the skill? What’s your intent? What birth control methods have you used in the past and how did they work for you? Family Planning National Training Centers · Supported by Office of Population Affairs 16

What is the skill? What’s your intent? So Celine- we’ve talked about the various IUDs and how there might be some bleeding with an IUD, or at least a change in bleeding patterns, depending on which IUD you choose. It also sounds like your periods are pretty light and you don’t have many cramps. Your health history says you are a good candidate for an IUD. But you’d like to do some more thinking about what you want to do next…It is important to take time and feel right about it. (pause…) So, what method might you use in the meantime – in case you need birth control? You said you really don’t want to get pregnant right now. Family Planning National Training Centers · Supported by Office of Population Affairs 17

OARS Model: Using essential communication skills O = Open-Ended Questions A = Affirming R = Reflective Listening S = Summarizing Family Planning National Training Centers · Supported by Office of Population Affairs 18

Questions/Comments Family Planning National Training Centers · Supported by Office of Population Affairs 19

References & Resources The Four Habits Model. Oakland, CA; Kaiser Permanente, The Permanente Medical Group, Physician Education and Development; 2011. Available from: http: //ndep. nih. gov/media/The-Four-Habits-Model-508. pdf Joyce BL, Steenbergh T, Scher E. Use of the Kalamazoo Essential Elements Communication Checklist (adapted) in an institutional interpersonal and communication skills curriculum. J Grad Med Ed. 2010 Jun; 2(2): 165 -9. Makoul G. Essential elements of communication in medical encounters: the Kalamazoo consensus statement. Acad Med. 2001 Apr; 76(4): 390 -3. Miller, WR and Rollnick S. Motivational interviewing: helping people change. 3 rd ed. New York: Guilford Press; 2013. Family Planning National Training Centers · Supported by Office of Population Affairs 20

Contact us Family Planning National Training Centers · Supported by Office of Population Affairs 21