OET Speaking: Useful phrases for communication (Relationship building)

Summary

Hannah, a doctor and English tutor, explains the relationship-building criteria in the OET Speaking assessment. These criteria are worth up to three points overall. She recommends building a flexible bank of useful phrases, while practising how to adapt them naturally to each scenario rather than memorizing them mechanically.

1. Initiate the interaction appropriately

• Introduce yourself and clarify your role.
• Check the patient’s name and, where relevant, how they prefer to be addressed.
• Explain why you are meeting and what will happen next.
• If the role-play card says you have met before, acknowledge this, but briefly remind the patient of your name and confirm theirs.

2. Show an attentive and respectful attitude

• Use active listening. Because the assessment is recorded, verbal signals such as “mm-hmm” and “I see” help convey attention; nonverbal cues such as nodding may not be captured.
• If you and the patient disagree, explain that your recommendation is intended to protect their best interests.
• Ask permission before continuing with questions, especially if the subject may be upsetting or embarrassing. Acknowledge the patient’s feelings and explain why the information is needed.

3. Take a non-judgmental approach

• Avoid expressing shock, telling patients they are wrong, or insisting that they agree with you.
• Offer advice without sounding coercive. For example, say you would “strongly advise” a course of action.
• When correcting a misconception, first acknowledge why the patient might think that, then provide accurate information.
• If a patient is reluctant about a management plan, recognize that it is a significant decision. Consider offering written information and arranging a follow-up discussion.

4. Show empathy

• Acknowledge the patient’s feelings with phrases such as “It sounds like this has been a stressful time for you” or “I can see that you seem very upset.”
• Invite the patient to say more, if appropriate.
• Avoid saying “I understand how you feel,” since you cannot know exactly what another person’s experience is like. Instead, say that it is understandable to feel worried, upset, or frustrated in the circumstances.
• In a recorded exam, verbal expressions of empathy are especially important because nonverbal cues such as eye contact and nodding may not come across.

Speakers and sources featured

• Hannah — the video’s presenter, a doctor and English tutor from England.
• OET website glossary and official marking criteria — cited as the source for the relationship-building criteria and their definitions.