Communication Techniques:

THERAPEUTIC:

1.Using Silence - utilizing absence of communication

2.Accepting – giving indication of reception; indicating that the nurse has hear and is willing to hear
what the client says

‘YES’

“Uh hmm”

“I followed what you said”

3.Giving recognition – Acknowledging indicating awareness

“Good morning, Mr. S”

“I noticed that you combed your hair”

4.Giving broad opening – allowing the patient to take that initiative in introducing topic; using open
ended questions that provide opportunity for the client to introduce topic

“Is there something you would like to talk about?”

“What are you thinking about?”

“Where would you like to begin?”

5.Offering seif – making oneself available’; introducing self and identifying relationship

“I’ll sit with you awhile”

“I’ll stay here with you”

6.Offering general leads – giving encouragement to continue

“Go on”

“And then”

“Tell me about it”

7.Placing the event in time or in sequence – clarifying the relationship of events in time; assessing time
frame and sequence of an event over time.

“Was this before or after?”

“When did this happen?”

8.Making Observation – Verbalizing what is perceived; verbalizing what nurses sees in client’s
appearance and behaviors.

“You appear tense”

“I notice that you’re biting your lips”

“It makes me uncomfortable when you….

9.Encouraging description of perception – asking the patient to verbalize what he perceived; having the
client describe his/her view of an event or experience.

“Tell me when you feel anxious?”

“What is happening?”

“What does the voice seem to be saying?”

10.Encouraging Comparison – asking that similarities and differences be noted.

“Was this something like?

“Have you had similar experience?”

11.Restating – repeating the main idea express

Patien: “ I can’t sleep. I stay awake all night”

Nurse: “You have difficulty sleeping?”

“You say that mother left you when you were 5 years old.”

12.Reflecting – directing back to the patient questions, feelings and ideas.

Patient: “Do you think I should tel the doctor?

Nurse: “Do you think you should?”

13.Focusing – concentrating on single point

“This point seems worth looking at more closely”

14.Exploring – delving further into a subject or idea

“Tell me more about that”

“Would you describe it more fully?”

15.Giving information – making available the facts that the patient needs.

“My name is ….”

“Visiting hours is ….”

16.Seeking Clarification – seeking to make clear that which is not meaningfuk or that which is vague;
trying to clear up confusion about events or people.

“I’m not sure that I follow.”

“What would you say is the main point of what you said?”

17. Presenting Reality – offering for consideration that which is real; giving a realistic explanation of
what the client sees or hears.

“I see no one in the room.”

“Your mother is not there,I’m a nurse.”

18.Voicing doubt – expressing uncertainty as to the reality of the patient’s perception; gently
questioning the reality of the client’s perceptions.

“Really “,”That’s hard to believe.”

19.Seeking Consensual Validation – searching for mutual understanding for accord in the meaning of the
words; two or more people achieving agreement of

“Tell me whether my understanding of it agrees with yours.”

20.Verbalizing the Implied – voicing what the patient has hinted at or suggested

“Patient: I can’t talk to you or anyone. It’s a waste of time.”

“Nurse: Is it your feeling that no understands you.”

21.Encouraging Comparison – asking the patient to appraise the quality of his experience.

“What are you feelings in regard to?”

22.Attemping to translate into feelings – seeking to verbalize the feelings that are being expressed only
directly.

“Patient: I’m dead.”

“Nurse: Are you suggesting that you feel lifeless? Or is it that life without meaning.”

23.Suggesting Collaboration - offering to share, to strive, to work together with the patient for his
benefit.

“Perhaps you and I can discuss and discover what produces your anxiety.”

24.Summarizing – organizing and summing up that which has gone before.

“Have I got this straight?”

“You’ve said that …”

25.Encouraing Formulation of Plan of Action – asking the patient to consider kinds of behavior likely to
be appropriate. In further situations; planning approaching resolution of a problem in graded steps.

26.Humor – discharge of energy through comic enjoyment of the imperfect.“That gives a whole new
meaning to the word nervous, “said with shared kidding.

27.Sharing Perceptions – asking patient to verify nurse’s understanding of what patient is thinking or
feeling.

“You’re smiling, but I sense that you’re really very angry with me.”

28.Confrontation – describes contradictions in the client’s behavior or feelings that are sending mixed
message.

“You said that you really love your mother, but you refuse to reconcile with.”

29.Listening –focuses on or attends to all the client’s behaviors; this is communicated nonverbally by
facing and leaning forward.

30.Self-disclosure – nurse occasionally and cautiously reveals something from her own experience to
make connection with the client’s experience.

NON_THERAPEUTIC:
1.Reassuring – indicating that there is no cause for anxiety; trying to make the client feel better
superficially and not to worry or to anxious.

“Everything will be alright.”

2.Giving Approval – sanctioning patient’s ideas or behavior.

“That’s good.”

3.Rejecting – refusing to consider or showing contempt for the patient’s ideas or behavior.

“Let’s not discuss.”

4.Disapproving – denouncing the patient’s behavior or ideas.

“That’s bad.”

5.Agreeing – indicating accord with the patient.”

“That’s right.”

6.Disagreeing – opposing the patient’s idea.

“That’s wrong.”

7.Advising – telling the patient what to do.

“I think you should.”

8.Probing – persistent questioning for the patient of unrelated topics.

“Now tell me about.”

9.Challenging – demanding proof from the patient.

“But how can you be the president of the USA?”

10.Testing – appraising the patient degree of insight.

“Do you know what kind of hospital is this?”

11.Defending – attempting to protect someone or something from verbal attack.

“This hospital has fine reputation.”

12.Requesting an explanation – asking the patient to provide reasons for thoughts, feelings, behavior
and events, demanding the rationale for an action, thought or feeling.

“Why?”

13.Indicating the existence of an external source – attributing the source of thoughts, feelings and
behavior to others or to outside influences.

“Who told you that you are satan?”

14.Belittling feelings expressed – misjudging the degree of the patients discomfort.

Patient: “ I have nothing to live for… I wish I were dead.”

Nurse: “Everybody gets down in the dumps.” or “I’ve felt that way.”

15.Making stereotype comments – offering meaningless clichés when client is sad or upset.

“Nice weather we’re having.”

“It’s for your own god.”

16.Using denial – refusing to admit that a problem exists.

Patient: “I’m nothing.

Nurse:”Of course you’re something. Everybody is something.”

17.Interpreting – seeking to make conscious that which is unconscious,

Telling the patient the meaning of his experience.

“Unconsciously you are saying…”

18.Introducing unrelated topic – changing the topic

Patient: “ I like to die.”

Nurse:”Did you have visitors this weekend?”

19.Changing the topic – nurse communications is unwillingness to continue with the client’s topic.

20.Interrupting – nurse shows disrespect for the client by breaking into and interfering with his/her
communication.

21.Moralizing – nurse passes judgment on the client by telling him/her what is right/wrong, good/bad.

22.Social Response – nurse uses superficial, social conversation that is not client-centered.

23.Giving literal responses – responding to a figurative comment as though it was a statement of fact.

Clint:”They’re looking in my head with television camera

Nurse:”Try not to watch television.”

“What channel.”

24.Asking closed-ended questions – yes or no answers instead of allowing exploration of client’s feelings

Nurse:”Do you understand everything I’ve told you about ECT?”