Language is important. It sets the stage to build rapport with contacts and opens the door to honest dialogue. It is critical to establish open communication with people exposed to COVID-19 so that they feel comfortable expressing what they need in order to safely self-quarantine and seek help if they develop symptoms. If supportive statements and genuine concern are combined with active listening and open-ended questions, powerful information can be gathered to interrupt the spread of the virus. Asking open-ended questions prompts a dialogue and elicits more detailed information, and often the information is helpful in learning more about the person and their circumstances.

This document provides suggested communication approaches for Local Health Jurisdictions (LHJs) to consider as they craft their own scripts for contact tracers. Local scripts may need to be modified to address local needs, including but not limited to highlighting available resources, cultural nuances, exposure sites, and the capture of epidemiological data. Interviewers should use what is helpful and the best fit for the interaction; all questions or statements may not be required and additional probing questions may be necessary. Programs are encouraged to share best practices in framing and phrases as they are identified.

Source: https://tools.cdc.gov/api/embed/downloader/download.asp?m=403372&c=407850