1. Therapeutic Communication: Answer basic tool using interaction focused on the pt andthe pt's concerns 2. Caring: Answer demonstration of empathy for and connection with the pt 3. Empathy: Answer ability to perceive, reason, and communicate understanding of anotherperson's feelings without criticism 4. Self-concept: Answer awareness of your own biases, values, personality, cultural back-ground, and communication style 5. Components of nonverbal communication (7): Answer Physical Appearance Facial Expression Posture/positioning (in relation to the patient) Gestures Eye contact Tone of voiceUse of touch 6. Non-therapeutic responses: Answer false reassurance, sympathy, unwanted advice, biased questions, change of subject, distractions, technical/overwhelming language,interrupting