Q&A: Skills for effective motivational interviewing

Q: What skills does a case manager need to conduct a successful motivational interview?

A: There are three key communication skills for successful motivational interviewing, including:

1. Informing. This is the process of delivering facts about a patient’s diagnoses or condition. These may be lab values, weight, or blood pressure. For the case manager, it may also include providing information about health plan benefits.
2. Asking. This skill includes using open-ended questions—such as those listed above—to understand a patient’s problems from his or her perspective.
3. Listening. This skill is an active process by which the case manager might repeat back to the patient what he or she was just told by the patient (Douaihy, Kelly, & Gold, 2014).

There are also three important communication styles that case managers must know when practicing motivational interviewing, including:

1. Directing, which is necessary in cases when patients must have clear information to follow through on a plan. Examples include instructions on preparation for a procedure, steps to complete an insurance form, and a special diet.
2. Following, which is directed by the patient. In this case, the case manager allows the patient to lead the conversation and create the plan based on his or her intuition and inner wisdom. This can be effective when working with a patient on a weight loss program. The patient knows his or her own routine and habits. He or she also knows where temptation is present. The case manager listens and affirms the plan the patient creates.
3. Guiding, which is the best example of motivational interviewing by listening and providing advice and expertise. Using the weight loss example, the case manager might inform and guide the patient about avoiding some of the pitfalls for diet failure in his home. The case manager might also instruct the patient on foods that have hidden calories or sodium (Douaihy, Kelly, & Gold, 2014).

For more information, see Case Management Guide to Population Health: Management Across the Continuum of Care. Need expert advice? Email your questions for consideration in the Revenue Cycle Daily Advisor. Note: We do not guarantee that all questions will be answered.