The “can of worms”. A phrase I hear from time to time from learners in communication skills sessions, referring to concerns about expression of emotions.

However, far from being a distraction, emotional expressions from patients are valuable data about what matters most to them, and will help with shared decision-making about their care.

Reframing the “can of worms” as important data, and using effective strategies to respond to emotion, can transform a clinical conversation, getting to the point more quickly, with more meaning for the patient and better rapport.