About 'CLASS'

‘C’ for context

The CLASS and SPIKES protocols both begin with attention to the "context", or "setting" in which the interaction will take place. Here are some valuable pointers for getting it right.
      Get the setting right (9:32)

‘L’ for Listening skills

Once the setting is right, other techniques come into play. The first has to do with listening skills- the "L" of the CLASS acronym. There are dozens of techniques for this. Here are some ways to remember the most useful ones.
      Listening Skills- Practical Tips (11:59)

‘A’ for Acknowledging

The "A" of CLASS stands for acknowledging the patient's emotions. The technique for doing this—the empathic response—is outlined here. This is a critical skill.
      A = Acknowledging - The empathic response (21:52)

‘S’ for Strategy

The first "S" of CLASS stands for strategy, the forming of a plan.
      S = Strategy (6:43)

‘S’ for Summary

The second "S" of CLASS stands for summary. This is very important, and very often left undone in clinical interviews and interactions.
      S = Summary (6:36)


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