“…Open dialogue also helps service users to convey their preferences and concerns to professionals and that enables professionals to consider what matters to the users (B€ ack-Pettersson et al, 2014;Skorpen et al, 2015). For service users, the important aspects of dialogue include professionals taking the time to listen and be responsive to their ideas, opinions and feelings (B€ ack-Pettersson et al, 2014;Blegen et al, 2016;Coatsworth-Puspoky et al, 2006;Eriksen et al, 2012;Happell, 2008;Schr€ oder et al, 2006;Schroeder, 2013;Sercu & Bracke, 2016;Shattell et al, 2006;Skorpen et al, 2015;Topor et al, 2006). Even when service users are incoherent or angry and reveal negative views of their treatment or professional relationships, they prefer professionals to stay calm, act respectfully, and take them seriously (Coatsworth-Puspoky et al, 2006;Lindwall et al, 2012;Schr€ oder et al, 2006;Shattell et al, 2006).…”