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The “STAR Approach” (Development Dimensions International, n.d.) is a useful technique for answering behaviour-based questions:

• Situation: Provide background and context

• Task: Describe what you needed to do

• Action: Explain what actions you took and how you did it

• Result: Describe the outcomes of your actions

• Learn more tips about using the “STAR approach”.

The SPIKES model is used for delivering bad news and was developed by Robert Buckman, MD, Associate Professor of Medical Oncology, University of Toronto and modified from the original version.

• Setting  - where you as healthcare professional sit in relation to patient/family members; create best physical circumstances.

• Perception  - why here today: as you know we have done some tests; ask before tell to get patient’s understanding of medical situation.

• Invitation  - how much does the patient want to know? e.g. “how would you like me to provide information about your test results?” Some prefer the big picture and some prefer every small detail; let patient ask questions.

• Knowledge - (physician tells “bad” news: don’t tell them they have cancer immediately — use “tumour” first; did I answer your questions?

• Empathy  - listen for and identify emotions of patient and identify cause, validate patient’s feelings and expressions, offer resources and other support.

• Summary - summarize discussion.

_{(Sandrick, K.1998)}