Empathy in OET Speaking: Phrases, Tactics, and Patient-Centred Responses

Free mini-course on the OET exam, inc. OET Speaking: Join here.

Empathy in OET Speaking: What Examiners Expect

Empathy in OET Speaking is assessed in controlled scenarios: you pick up patient cues, acknowledge feelings, and respond without judging. Real life can be heavier, but the core behaviours are the same: listen, respect, and respond tactfully.

Three Building Blocks

• Cue recognition: Notice verbal/non-verbal signs (worry, frustration, time pressure).
• Acknowledgement: Name the feeling or priority without arguing (“I understand this is worrying”).
• Next step with rationale: Give a short reason to justify your plan (“to keep you safe…”, “to control the pain…”).
  
  Want to Learn the basics of OEt Speaking? Click here: Introduction to OET Speaking

High-Utility Empathy Phrases (OET-friendly)

• “You seem concerned about the injection. It’s quite common to feel that way.”
• “I understand your priority is your children. However, we’d like to keep you in overnight to monitor X.”
• “It’s understandable this is upsetting. Let’s go step by step so you know what to expect.”
• “Thanks for telling me that. Could you share a bit more about what worries you most?”
• “Just to check I’ve understood: you’re worried about the side-effects, is that right?”

Micro-Skills You Can Demonstrate

• Active listening: brief back-channels (“I see”), paraphrases (“So the pain started yesterday…”).
• Non-judgemental language: avoid rebuttals first; validate, then guide.
• Tactful questions: ask, don’t assume (“Would it help if…?” “What would make this easier?”).

From the Video: Typical Scenarios

Needle anxiety → “It’s normal to be worried about needles. We can use a smaller needle and explain each step before we start.”

Wants early discharge (childcare) → “I completely understand your priority is your kids. However, keeping you in today reduces the risk of X. We can explore options for childcare while you’re here.”

Real Life vs OET: What Changes?

• OET: lower-stakes, time-boxed, clear task prompts. Show cue-→-acknowledge-→-plan quickly.
• Real life: heavier news (cancer, loss, violence) is more possible. The same principles apply, but give more time, fewer words, and gentler pacing.

Reusable Templates

• Acknowledge + Invite: “I can see this is difficult. What’s your biggest concern right now?”
• Validate + Option: “That reaction is understandable. Would you like me to go over the procedure again, or focus on pain control first?”
• Priorities + Plan: “I know getting home matters to you. To keep you safe, the best option is to stay tonight; we’ll reassess in the morning.”

Common Pitfalls (and Fixes)

• Talking too much: use one empathy line, then a question to elicit more.
• Immediate rebuttal: acknowledge first, give rationale second.
• Vague reassurance: replace “Don’t worry” with concrete support (“numbing cream,” “step-by-step explanation”).

Quick Practice

1. “I can’t miss work.” → Acknowledge + rationale + option.
2. “I hate hospitals.” → Normalise feeling + specific support.
3. “I’m scared of a bad result.” → Validate + plan information in small chunks.

Related: OET Speaking: Introductions · OET Speaking Course: 1 Month · OET Speaking 1-to-1 with Amanda