Motivational interviewing as an approach, believes that an empathic, supportive counselling style provides conditions under which change can occur. One of the main goals when working to uphold the Spirit of MI as a coach is to be genuine and warm, express unconditional positive regard, and display accurate empathy. This can sometimes be more difficult to uncover from members when working with written messages, rather than a face-to-face conversation, where body language can also play a role.
Coaches need to note how users communicate, to be able to both spot and then respond appropriately to, the cues for empathy that occur.
Empathy Cues:
- Emotional language: Words like "frustrated," "overwhelmed," or "excited" reveal feelings.
- Self-doubt: Phrases like "I can't seem to..." or "I'm not sure if..." indicate a readiness to explore change.
- Change talk: Statements like "I'd like to try..." or "Maybe I could..." show a willingness to move forward.
- Asking for help: Questions like "Do you have any tips...?" indicate openness to guidance.
- Comparison to past behaviour: "I used to be able to..." or "In the past, I..." can suggest a desire to return to healthier habits.
- Disappointment in current behaviour: "I keep slipping up with..." or "I feel guilty about..." signals a potential tipping point for change.
- Shifting responsibility: "I know I need to..." or "This is really up to me..." shows ownership and readiness for self-directed change.
- Humour (used to express frustration): Sarcastic remarks or self-deprecating jokes can mask underlying struggles.
Responding to Empathy Cues:
- Reflective listening: Acknowledge their emotions: "It sounds like you're feeling frustrated with..."
- Affirmations: Highlight their strengths: "You've overcome challenges before, and you can do this too!"
- Open-ended questions: Encourage elaboration: "Tell me more about what 'excited' looks like for you..."
- Supporting change talk: Explore their desires: "That's great that you'd like to try! What specifically are you considering?"
Bonus Tip:
- Offer resources (selectively): If appropriate, suggest credible online resources they can explore at their own pace.
Remember:
- Avoid unsolicited advice: This can shut down the conversation.
- Focus on collaboration: You're a guide, not a director.
By recognising empathy cues and responding with MI techniques, you can build rapport and empower clients to drive their own health journey.
If you want to read more about empathy within digital health coaching, you can read the paper below by Elena as part of the Bump2Baby and Me study.