Empathic Communication and Engagement in Behavioral Telehealth
Webinar 2

Empathic Communication and Engagement in Behavioral Telehealth

HELD: Wednesday, May 6, 2020, 10:00am-11:30am​ (PST)

Please join us for the webinar: Empathic Communication and Engagement in Behavioral Telehealth. This is the second webinar in the 12-webinar series, Minimizing Disruptions in Care Through the Use of Behavioral Telehealth (Video and Phone). The goal of this webinar is to provide an overview of practical tips and strategies in creating a virtual experience that is warm, relational, empathic and engages clients in a manner that promotes connection and access to care. The Learning Objectives include:

  • Increased understanding of relational challenges and solutions that arise in a virtual environment.
  • Increased knowledge of strategies to engage clients through collaborative care and solutions, client empowerment, choice, and transparency.
  • Improved skills in helping clients increase tolerance for stress, loneliness, and uncertainty.

This webinar series is intended to not only build skills in telehealth, but also to highlight some of the learning from the field in offering behavioral telehealth services. We want to hear from you so please bring your innovations, success stories and learning from your own transition to telehealth resulting from COVID-19.  


Elizabeth Morrison is a Licensed Clinical Social Worker, with a Masters in Addiction Counseling. She is a practicing clinician, providing services to MediCal and uninsured patients in a primary care clinic.  Elizabeth has been providing services via telephone, video, and text since the Shelter in Place order began. She has over 15 years of experience in developing effective and sustainable Integrated Behavioral Health (IBH) services in primary care organizations. She wrote the first widely distributed ‘how to’ manual on IBH.  A thought leader in the field, Elizabeth has also served on integrated care advisory boards for the California Primary Care Association and the UCSF School of Medicine. She is an expert Motivational Interviewing (MI) Trainer and has been providing research-based training and Train the Trainer courses in MI and other empathy-based communications for healthcare professionals for over 20 years.

Bryan Knowles, LMSW, is an implementation specialist/trainer at the University of Kansas. He has experience as a case manager, therapist, and program manager at a community mental health center. He now helps similar agencies implement the Strengths Model of Case Management (SMCM) to promote recovery for people experiencing mental illness. Bryan was the consultant to a pilot Strengths Model for Youth program serving adolescents.  Additionally, he developed a specialized protocol for delivering SMCM to people who experience co-occurring mental health and substance use disorders (called Strengths Plus). Bryan is a member of the Motivational Interviewing Network of Trainers (MINT) and has trained and consulted widely on the use of motivational interviewing.


Empathic Communication Final Slides

Low Empathy = Toxicity

Unconditional Love Impact

Empathy Opportunities Map (General)

Empathy Opportunities Map COVID info

EM Consulting MI Skills Vert

Empathic Communication New Companion Guide

Empathic Communication on the Phone


E. Morrison website -

Questions and Answers Section

Questions and Answers for Webinar 2 document