| A | B |
|---|
| Open ended inquiry | asking questions that will get more information |
| listening | paraphrase what has been said to show the member you understand |
| background knowledge | before you begin to educate the member, find out what the member is already doing for their condition |
| exploring | have the member express both positive and negative sides of their behavior, help the member identify and overcome barriers, focus on small doable steps |
| scaling | a way of discovering barriers by measuring two important scales- conviction and confidence |
| conviction | how important is the goal to the member? If the conviction is low, explore the barrier |
| confidence | how confident is the member that the goal can be attained? If confidence is low, explore the barrier |
| eighty twenty rule | the member speaks 80% of the time, the case manager speaks 20% of the time |
