Making notes of information incidental to the case enhances interactions. The more personal details you retain, the more intimate the interaction and the greater the sense of personal attention.
Compare & contrast the following:
Last time you said you were going on holiday with your husband and daughter but you were worried about the journey: how well did it go?
Two weeks ago you said you were going to Greece with David & Sally but you were worried about the flight: how well did it go?
Item one says: I was listening. Item two says: I was really paying attention.
Writing only when you are speaking maintains normal eye contact. This serves to normalise the interaction, reassures the client that they have your attention and that you are writing what they are saying.
Writing while the other person is speaking reverses the normal pattern of eye contact.
Anyone who has had a medical appointment will know the unease associated with describing your symptoms to the top of your doctorâ€™s head. They write feverishly while you speak, only meeting your gaze to ask a question, then dive back into their notes again as you begin your answer. All the while youâ€™re asking yourself: what is it that theyâ€™re writing about me?