Useful Phrases for OET Speaking, Communication Criteria: Part A

The speaking sub test of the Occupational English Test is different from many other language tests. Not only do you have to show a high level of spoken English but you also must demonstrate good clinical communication skills. You can look up the OET speaking mark scheme here and a helpful gloassary from the OET here.

This post will be the first in a series of posts providing you with some phrases that you can use to guide your preparations for OET speaking. In this post I will talk about section A of the OET communication criteria: Indicators of Relationship Building.

A word of warning!

Do NOT just memorise these phrases to use in the exam! It will be very obvious if you just say set phrases that may not apply to the specific scenario. However, I find it is useful to have some phrases in the back of my mind which I can adapt to use for the patient in front of me.

Prefer a video?

I made a YouTube video on this topic! The phrases are the same ones I have typed out below:

Phrases to introduce yourself

Yes there are marks in OET speaking just for introducing yourself to your patient! Make sure you don’t lose these easy points!

“Good Morning, My name is Dr Joanne Smith, I am your general practitioner. Before we start can I check your name?”

“Thank you Mrs Brown. Now tell me, what has brought you in to see me today?”

Alternatively, another option is below:

“Hello, I’m Dr Joanne Smith, I am one of the surgical doctors. Firstly can I check how you would prefer to be called?”

“Thank you John. I understand you have asked to see me as you have some concerns about your operation. I am here to answer your questions as best as I can”

The second option is useful when your card shows clearly why you are speaking to the patient, outside of a straightforward consultation scenario. This would likely to apply to OET nursing and many other professions’ speaking tasks.

Phrases to demonstrate an attentive and respectful attitude

Of course we know it is important to be polite and respectful to our patients, but it can be difficult to demonstrate respect and attentiveness through a tape recorder! The OET has offered some guidance on some specific ways we can demonstrate these and therefore get the top marks!

In addition to the techniques below, you can also show active listening by saying things such as “I see” or even just “mmm” to show you are listening without interrupting.

Ensure the patient understands your motivation:

“I can see we have a difference in opinion, but I can assure you I have your best interests at heart”

A useful phrase for when you and the patient disagree

“I want to ensure your daughter gets the best possible treatment, and it is for that reason that I am referring her to hospital”

Asking permission and consent to proceed:

“I can see you are understandably upset, but is it OK if I ask you a few more questions?”

“Many people feel embarrassed about such topics, but it is important I ask some more questions in order for me to help you, would that be OK?”

Phrases to demonstrate a non-judgemental approach

It is very easy to accidentally sound judgemental in English!

Here are some things to avoid:

• Making shocked statements like “wow”
• Telling patients what they must do
• Telling patients they are wrong
• Insisting they should agree with you

What to say instead:

“I would strongly advise that you… take this medication etc”

“It is understandable to think that….however studies have shown that in fact….”

“I can see that this is a big decision. Why don’t I give you a leaflet and you can discuss it with your family. I will make you an appointment to discuss this further in the future”

Phrases to show empathy

It is really important for real life as well as OET to demonstrate empathy with our patients. Here are some useful phrases so you can sound professional and empathetic:

“It sounds like this has been a stressful time for you”

“It seems to me that this has been a big worry for you”

“I can see that you appear to be very upset by this, would you like to talk more about that?”

“I’m sorry to hear that”

Avoid the natural tendency to say “I understand how you feel”. Whatever the situation, you have not been in the exact same situation as the patient, so especially if they are upset, they can easily say “you don’t understand how I feel, you couldn’t possibly understand”.

Instead say something like:

“It is understandable to feel worried/upset/frustrated in this situation”

OR

“I appreciate that this has been worrying/upsetting for you”

That’s all the phrases!

Watch this space for subsequent articles with more phrases for the other communication criteria. You can also watch a YouTube video about the patient perspective criteria here

As always, leave me any questions in the comments!