Responding to the Question

Responding with appropriate comments and the right amount of information to client questions is an essential Tobacco Treatment Specialist skill. Using brief statements and avoiding jargon (unless it's the client's jargon) demonstrates genuine interest in helping the client.

Each client may require different information depending on their:

• Level of education
• Reading skills
• Reading comprehension
• Understanding of health terminology

Remember that your responses may be influenced by your:

• Body language
• Eye contact
• Facial expressions
• Gestures
• Physical appearance
• Posture
• Tone of voice

(Adapted from Napolitano, 2000)

Keep in mind the items mentioned above impact both individual and group treatment. Words common to health professionals may be completely unfamiliar to your clients
(Adapted from Hochhauser, 1998).

Restating and clarification

Restating and clarifying client statements are important aspects of reflective listening. The word "reflect" means to bounce back like a mirror bouncing back light rays. Therefore, you check out your assumptions by rephrasing in your own words what the other person is saying. In addition, you add on what you think they are feeling and what you think they may like to do (Ellner, 1993).

You can rephrase what the person has said to you by starting with:

• I hear you saying...
  
• Are you saying...
  
• It seems to me that you feel...
  
• It sounds like you...
  
• Could you be saying that...

Determining level of information

Keep in mind the Readiness to Quit Model (Stages of Change) when determining the level of information presented to the tobacco user. The messages shared with the person should reflect the person's readiness to quit (Rollnick, Butler, & Stott, 1997). In addition, remember that if you are not a licensed healthcare provider, you are not give advice on specific medical conditions or on the use of medications.

Someone who is not ready to quit will probably not want to spend time listening to you about a quit plan. However, if someone tells you that they have tried to quit before and are really interested in trying again within the next 30 days, helping them develop a quit plan would be the effective level of information to share with them.

When responding to client questions on tobacco and health, do not overwhelm the client with too much information. The type and amount of information should relate directly to the questions and concerns of the tobacco user. Restating and clarifying the question will help you determine the level of information to be shared with the client.

Referring to information sources

Once you identify the purpose of the question and the level of information that needs to be provided, you can:

• Answer the question
  
• Refer the clients to other information sources
  
• Refer the client to a medical provider

If the client is only asking for information or looking for reassurance, you can answer the question directly. When you are unsure or don't know the answer, you can refer the client to other sources of information. The state of Arizona has resources available at little or no cost to the client. These include county and statewide resources:

• Materials and services from the Arizona Smokers Helpline are available to every Arizona resident.
  
  
• The Arizona Tobacco Education and Prevention Program's Local and Tribal Projects provide comprehensive programs addressing tobacco use prevention, cessation and environmental tobacco smoke.
  
  
• National organizations such as the Centers for Disease Control and Prevention, American Cancer Society, American Heart Association, and the American Lung Association provide materials for tobacco users.
  
  

Clients with specific questions about their own medical conditions, treatment, and/or medications, should be referred to their healthcare provider. Remember that if you are not a licensed provider, you should refer patients to appropriate resources. Review the Treatment Specialist's role for more information.