Use your patient’s words.

So much of effective communication depends on figuring out how your patient communicates. Not just communication style and processing speed, but the specific word choice and imagery used. True masters of communication jump effortlessly into and out of their patients’ narratives, finding the parallels and common themes in their stories that tie everything into the bigger picture.

If your patient uses the word “terrifying,” don’t change the word to “scary” or “frightening.” Use your patient’s word. Say “terrifying.”

If your patient tells you they feel like a car breaking down, and “they just don’t make these parts like they used to,” then stay with the metaphor. See if you can extend the imagery, stretch it those few extra miles. “Sounds to me like your warranty ran out long ago” or “seems like you’ve been stuck in the shop for a while. If you could go out for one last spin, where would you go?”

See what your patient says.

Go there with him.