Empathy Phrases for OET Speaking: What Assessors Want to Hear
- Robin Tucker
- Jul 16
- 4 min read
In healthcare, we often practice how to separate our feelings from our job. But there are times where that separation can damage patient rapport. A patient might tell you that they are frightened or struggling with something like finances or substance abuse. For native speakers, the “right” response is a challenge. If English is an additional language, this moment can feel especially challenging. You are trying to provide a response that is both professional but caring at the same time. Most of us have practiced the professional piece, but if you miss the opportunity to express your concern, your patient will be reluctant to share further and, worse, may no longer listen to your recommendations.
If you're an international healthcare provider preparing for the OET Speaking sub-test, expressing empathy is actually directly assessed. Empathy is one of the specific indicators under the Relationship-building criterion, alongside how you open the interaction and how respectful and non-judgmental you sound throughout. Assessors are listening for a specific moment: the patient discloses something difficult, and you respond to them, not just to the clinical information they've given you. During the exam, not only are you trying to sound both professional and caring, but now you're under exam time pressure. This post gives you insight into how to express empathy as well as what to say.
There are multiple components to expressing sympathy and empathy effectively in English
First, native speakers seek to acknowledge the patient’s feelings often using indirect language. A phrase like, "that sounds really hard" rather than direct statements like, "you have a problem," which can come across as assigning blame. A patient might interpret that statement as, “YOU are the problem.” If you learned English in a more formal or academic setting, this indirectness doesn't always come naturally, and the direct version can be interpreted as blunt or clinical. See the sections below for more “vocabulary” that can be useful. But we should also go beyond the words being said, so understand that...
Timing is also important. The right phrase said a bit too fast, right on top of the patient's words, can feel like a script rather than a response. The patient will feel like you are rushing to get to your next appointment. Take a moment to consider how the patient is feeling before you respond.
Your tone is also critical. The same words — "I'm sorry to hear that" — can sound sincere or automatic depending on pace and stress. A pause after this phrase can also help emphasize that you are in the moment with the patient.
Eye contact is often important. While some cultures avoid eye contact, most American patients will appreciate if you look them in the eye as you express your concern. Looking at the chart or a computer screen eliminates any potential connection you might have with your patient. If you're taking a video-based exam or working in telehealth, be sure to look directly into the camera as much as possible to emphasize the human connection.
Now let’s review some suggestions about the language you can use as you consider your timing, tone, and eye contact.
Empathy Phrases for OET Speaking That Acknowledge What the Patient Just Shared
These work well as a first response, before you move into clinical next steps.
1. "Thank you for telling me that." This names the disclosure as something that took something to say, without commenting on its content. It works for almost anything a patient shares, from a symptom they've been hiding to a personal circumstance.
2. "That sounds really difficult." Simple and direct. This phrase validates the difficulty a patient is experiencing without requiring you to fully understand it yet.
3. "I can tell that this has been weighing on you." Useful when a patient discloses something they've clearly been struggling with for a while. It signals that you noticed the emotional weight as well as the information.
Phrases That Make Space Before You Move On
Native English speakers often pause here rather than moving straight to the next clinical question. These phrases invite your patients to share more by slowing down the interaction.
4. "Take your time. There's no rush." These phrases are especially useful if a patient stalls mid-disclosure. This is very effective if the patient is struggling with disclosure, particularly if they are crying. It signals that you are not in a rush.
5. "How are you feeling, telling me this today?" This checks in on the act of disclosure itself, which is often separate from the feelings about the underlying issue.
6. "Is there more you'd like me to know?" This phrase leaves the decision with the patient rather than assuming there's nothing left unsaid or demanding further detail.
A Word on What to Avoid
One thing that is something we often do, regardless of whether we are native or non-native speakers is rushing to reassure the patient. "Don't worry; it'll be fine." This can feel dismissive and patronizing. People are entitled to their feelings, and if you fail to acknowledge them, their willingness to share them is severely compromised. Your job is to be there with the patient as they experience those feelings and then work with them to address their issues.
Want to Practice This Before Your OET Speaking Test?
My one-on-one OET preparation sessions combine targeted language coaching with clinical communication skills, so you're building English for the exam and for real clinical practice at the same time. Book a free 15-minute consultation here.
Or try the free OET Clinical Scenario Coach, an AI-powered tool that gives instant feedback on your role-play responses.
If you want to go deeper than this one skill, these phrases are also covered in Motivational Interviewing in English for International Healthcare Professionals — a six-module course on the English skills that make patient-centered communication possible, with a downloadable reference card toolkit. Register here.
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