Lesson 7 of 12 8 min video · 6 exercises
Communication & role-play stations
A full SPIKES mock role-play, the standardized-actor approach, risk checks, and the role-plays that come up most.
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Key takeaways
- Empathy first, information second
- SPIKES: Setting, Perception, Invitation, Knowledge, Emotions, Strategy & summary
- Role-plays are designed to be difficult: you can't fix it, so validate
- Intro + confidentiality, gather info, background, validate, risk check, close
- Open questions, one at a time; preface sensitive ones
Practice
Lock in the lesson before you move on.
Exercise 1 of 6
Put in order
Put SPIKES in order.
- 1Acknowledge and give space to emotions
- 2Set up a private, calm setting
- 3Share the information clearly, in small pieces
- 4Ask what they understand so far
- 5Summarize, agree next steps, offer support
- 6Ask how much they'd like to know