What are some effective ways to build rapport with patients experiencing a mental health crisis?

Building rapport with patients experiencing a mental health crisis is a crucial skill for patient advocates. Rapport is the feeling of trust, understanding, and connection that you establish with another person. It can help you communicate effectively, reduce conflict, and support the patient's recovery. In this article, you will learn some effective ways to build rapport with patients experiencing a mental health crisis, based on the principles of patient-centered care and advocacy.

1 Listen actively

One of the most important ways to build rapport with patients experiencing a mental health crisis is to listen actively to what they are saying and feeling. Active listening means paying attention, showing interest, reflecting back, clarifying, and summarizing what the patient is expressing. It also means avoiding interruptions, distractions, judgments, and assumptions. By listening actively, you can show the patient that you respect their perspective, validate their emotions, and empathize with their situation.

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Dr. Jens Behnke

Leitung Kommunikation I Key Account bei Homöopathisches Laboratorium Alexander Pflüger I Integrative Medizin, Forschung, Gesundheitspolitik
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Das wichtigste ist Empathie. Zuhören, ohne zu urteilen, und Mitgefühl zeigen. Schaffe eine sichere Umgebung, indem du Ruhe ausstrahlst und klare Kommunikation anbietest. Biete praktische Hilfe an, sei es durch Ressourcen oder durch Unterstützung beim Erarbeiten von Bewältigungsstrategien. Wichtig ist auch, die Autonomie zu respektieren und gemeinsam Lösungen zu finden, die dem Patienten helfen, Kontrolle zurückzugewinnen.

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Ruth Eleonora Ketter

LLS Lebensberatung, Lebenshilfe, Supervision
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Den Patienten in seiner Einmaligkeit akzeptieren und ihn nicht in eine Diagnoseschublade stecken. Den Patienten in seiner "Not" ernst nehmen und keine pauschalen Ratschläge erteilen. Ratschläge sind Totschläger in einem Krisengespräch. Den Patienten sogenannte Entlastung anbieten, die er selbst entscheidet. Auf den Blickkontakt achten, er sagt mehr aus, als es Worte tun. Wenn der Patient stabil genug ist ihm eine Rückmeldung geben, wie sie ihn als Außenstehender wahrnehmen. Ihn in seinen "gesunden Anteilen" unterstützen. Es aushalten, dass es dem Patienten schlecht geht!!! Das ist leider etwas was die wenigsten aushalten können und deshalb gehen sie schnell dazu über für den Patienten aktiv zu werden oder unnütze Ratschläge zu erteilen.

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Stephanie Schilling

Crisis Response and Intervention
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Active listening goes beyond listening to showing the individual you are listening. Using encouragers and reflecting what you hear is critical to active listening. The foundation to building rapport during crisis response includes active listening.

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2 Use open-ended questions

Another way to build rapport with patients experiencing a mental health crisis is to use open-ended questions that invite them to share more about their thoughts, feelings, and experiences. Open-ended questions are those that cannot be answered with a simple yes or no, such as "How are you feeling today?" or "What brought you here?" or "What are your goals for recovery?" Open-ended questions can help you understand the patient's needs, preferences, and values, as well as encourage them to explore their options and solutions.

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Stephanie Schilling

Crisis Response and Intervention
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One thing I've found helpful is avoiding "Why?" questions. "Why" can be an open ended question, but can also come off as challenging. Try to ground yourself in questions, as some people have also considered "Tell me more about..." as open ended, but that isn't a question. Avoiding these simple errors can increase building rapport quickly.

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3 Express empathy

Empathy is the ability to put yourself in the patient's shoes and understand their feelings and point of view. Expressing empathy can help you build rapport with patients experiencing a mental health crisis by showing them that you care and that you are not judging them. You can express empathy by using statements such as "I can see that you are feeling overwhelmed" or "I understand that this is a difficult time for you" or "I appreciate your courage in seeking help". You can also use non-verbal cues such as eye contact, nodding, and smiling to convey empathy.

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Aditi Kumar

Chief Clinical Officer and Co-Founder @Pause | Counseling Psychologist, Art Therapist
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Adding voice modulation to your expression is talked about very less. While expressing empathy our interactions need to consist of a good combination of tonality and modulation. It helps the client feel validated regarding their feelings and adds to the empathy even more.

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4 Respect boundaries

Respecting boundaries means recognizing and honoring the patient's limits, rights, and choices. It also means setting and maintaining your own boundaries as a patient advocate. Respecting boundaries can help you build rapport with patients experiencing a mental health crisis by creating a safe and comfortable environment for them to express themselves and receive support. You can respect boundaries by asking for permission before touching, sharing, or disclosing information, by following the patient's lead and pace, and by acknowledging and addressing any discomfort or resistance.

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5 Provide information and resources

Providing information and resources can help you build rapport with patients experiencing a mental health crisis by empowering them to make informed decisions and access the help they need. Information and resources can include facts, options, benefits, risks, alternatives, and referrals related to the patient's condition, treatment, and recovery. You can provide information and resources by using clear, simple, and accurate language, by checking for understanding and feedback, and by offering to follow up or accompany the patient if needed.

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6 Be authentic and supportive

Being authentic and supportive means being yourself and showing genuine interest and concern for the patient. It also means being honest, reliable, and consistent in your words and actions. Being authentic and supportive can help you build rapport with patients experiencing a mental health crisis by establishing trust and rapport. You can be authentic and supportive by using your own name and personal experiences, by expressing your opinions and feelings respectfully, by keeping your promises and commitments, and by praising the patient's strengths and achievements.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are some effective ways to build rapport with patients experiencing a mental health crisis?

1

2

3

4

5

6

7

1 Listen actively

2 Use open-ended questions

3 Express empathy

4 Respect boundaries

5 Provide information and resources

6 Be authentic and supportive

7 Here’s what else to consider

Patient Advocacy

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What are some effective ways to build rapport with patients experiencing a mental health crisis?

1

2

3

4

5

6

7

1 Listen actively

2 Use open-ended questions

3 Express empathy

4 Respect boundaries

5 Provide information and resources

6 Be authentic and supportive

7 Here’s what else to consider

Patient Advocacy

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