Effective nutrition educators use a variety of methods to deliver their message › Face-to-Face—either individual or in group › Electronic—web-based,

Effective nutrition educators use a variety of methods to deliver their message› Face-to-Face—either individual or in group› Electronic—web-based, kiosk, or computer-

based› Telephone

May be individual or in group setting Considered the optimal way to provide

nutrition education Allows for personalized interactions

Establish Rapport› Helps client feel safe and welcome to

share information and talk› Use positive non-verbal communication;

greet client by name; make general comments

Example: “Good morning, Mrs. Gonzales. My name is Melissa. How are you today? How is your baby? She looks like she is really growing.”

Set the Stage› Let the client know what will be discussed› Give a brief overview of the topics to be

covered during this visit Example: “Today we are going to see how Janie is growing and talk about any concerns you may have.”

Paraphrase› Shows that you understand what the client

has said› Restates the basic ideas and facts that you

hear in your own words Example: “So it sounds like you are having trouble getting David to eat. Is that right?”

Ask Open-Ended Questions› Conveys interest and encourages the client

to keep talking› Use questions that start with “What”,

“When”, “Who”, “How” or “Tell me about”. Example: “What are your thoughts

about breastfeeding?”

Reflect Feelings› Shows understanding of how client feels› Helps client evaluate her/his feelings

Example: “You feel that others are judging you because Missy is overweight.”

Validate Feelings› Acknowledge the worthiness of the other

person› Identifies feelings as okay or normal

Example: “I have heard that from a lot of parents.”

Summarize› Sum up the conversation and clarify› Restate the facts. Ask about next

steps/goals Example: “We talked about fixing healthy snacks. What do you think you will do at home?”

Address the Client’s Concerns› Get client’s involvement or buy-in› Answer client’s questions

Example: “What questions do you have about feeding your new infant?”

Web-based, computer or kiosk› Provides client flexibility› Fun for some clients; may intimidate others› Should lead client through information to

goal setting› May require additional steps to document

in KWIC› Follow-up happens at next scheduled visit

To work well:› Get client buy-in for new technology› Prepare client for what to expect› Assist client to log-in first time if needed› Work out how education will be

documented in KWIC client record› Plan to follow up on learning/goal at next

certification visit

Not routinely used in Kansas Breastfeeding Peer Counselors use for

ongoing education and support Can be used for nutrition education

rarely for clients with limited ability to come to clinic (e.g. homebound health condition)

Telephone Counseling Tips› Prepare for call in advance› Reduce/eliminate distractions› Review client information› Determine any specific information to

share› Ask permission to talk to client at this time› Listen actively to client’s words and

message

During and after call:› Ask open-ended questions› Use language that is easily understood› Verify understanding and answer questions› Congratulate and praise for small steps

taken› Allow for pauses and silences› Summarize main points of conversation› Document call in KWIC client record