Table 4 The re-formatted factor structure and assigned items for each factor

1

Engaging

1- Greeted warmly and showed interest.

2- Introduced himself or herself.

3- Posture and gesture of the provider showed care and concern.

4- Maintained eye contact appropriately when talking with the client.

5- Used facial expressions.

6- Conducted small-talk and the creation of a friendly environment.

2

Delivering

1- Used appropriate vocal tone and volume, pace for situations.

2- Used words that show care and concern throughout the interview.

3- Explained using words/ terms that are easy to understand.

4- Used short sentences instead of long sentences.

3

Questioning

1- Clarity of the questions asked.

2- Open-ended vs. close-ended questions used during the interview.

3- Clarified details as necessary with more specific closed-ended questions.

4- Moved effectively to additional questions

4

Responding

1- Used empathy to build a relationship with the client.

2- Did not interrupt the client when the client was talking.

3- Listened effectively to the client’s responses.

4- Responded explicitly to the client’s statements about ideas, feelings, and values.

5

Ending

1- Summarized what was discussed.

2- Assessed client’s understanding of the problem.

3- Provided time for the client to ask questions.

4- Acknowledged the client and closed the interview.