List 13 characteristics that can help a worker to respond sensitively in the exchange of information, assist a person to understand issues, and establish rapport.
a) Empathy
b) Active listening
c) Respect for diversity
d) Patience
e) Clear communication
f) Cultural competence
g) Non-judgmental attitude
h) Emotional intelligence
i) Flexibility
j) Trustworthiness
k) Confidentiality
l) Problem-solving skills
m) Open-mindedness