THERAPEUTIC COMMUNICATION

Technique Definition Example

Using Silence Gives person time to think
and say more.

Accepting Receiving information in a Yes.

non-judgmental manner.
Does not necessarily indicate
agreement.
Giving recognition Shows awareness of change
or efforts. Does not imply
right or wrong.
Offering self Making self available and
showing interest, concern and
desire to understand.
Uh hmm
I follow what you say
I’m with you
Good morning, Mr. Santos
I noticed you shaved this morning.
You’ve combed your hair
I’ll sit with you for a while.
I would like to spend some time with
you.

Giving broad Clarifies that the lead is to be Where would you like to begin?
openings taken by the client What are you thinking about?
What would you like to discuss?
Offering general leads Using neutral expressions to Go on.
encourage the client to And then.
continue talking. Tell me about it.
Placing the events in Asking for relationships What lead up to…?
time or sequence among events. What happened before?
When did this happen?
Making observations Commenting on what is seen You seem restless.
or heard to encourage I noticed you’re biting of lips.
discussion of feelings and You appear tense when you…
thoughts. Helpful with
withdrawn patients.

Encouraging Asking for client’s views of What is happening to you right now?
descriptions of their situation. What does the voice seem to be
perceptions saying?
Voicing doubt Expressing uncertainty about That doesn’t sound like it.
the reality of client’s Isn’t that unusual?
perceptions and conclusions,
used when the nurse wants to
explore other explanations.

Presenting reality Offering a view of what is real
and not, without arguing with
the client.
Encouraging Asking for similarities and
comparison differences among feelings,
behavior and events.
I know the voices are real to you, but I
don’t hear them.
You are not in heaven, you are in the
hospital.
Has this ever happened to you before?
Is this the way u felt when..?

Restating Repeating the main idea Pt: I can’t sleep. I stay awake all night.
expressed Nurse: You have difficulty sleeping?

Reflecting Directing feelings and ideas Patient: do you think I should?

back to the client. Nurse: Do you think you should?
Patient: My brother spends all the

Focusing Concentrating on a topic until
its meaning is clear.
Exploring Looking at certain ideas more
fully. However, if the patient
chooses not to elaborate, the
nurse should not pry.
Giving information Providing information that will
help clients make better
choices.
Seeking clarification Clarifying vague
communications, help clients
clarify own thoughts.
Verbalizing the Rephrasing or putting into
implied concrete terms what the client
implies to highlight an
underlying message.
NON-THERAPEUTIC COMMUNICATION TECHNIQUES
Technique Definition
Reassuring Closes off the communication
by giving information that is
not based on facts and truth.
Giving approval Encourages the client to
continue doing something for
the sake of the nurse’s
approval rather than for own
learning.
Rejection This is a communication
barrier since the patient may
avoid expressing his or her
own thoughts / feelings to
avoid the risk of rejection.
Disapproving Denies the client’s thoughts
and feelings by implying that
the nurse has the right to
judge the client and the client
has to please the nurse.
Agreeing Provides no opportunity for
the patient to change their
money and still has the nerve to ask for
more
Nurse: This makes you angry?
Explain more about…
This point seems worth looking at more
closely.
Tell me more about…
Can you describe it more fully?
I am…
My purpose on being here is…
This medication is for…
The rules and regulations of this ward
are…
What do you mean by…?
What is the main point of what you just
said?
I’m not sure I follow you.
Patient: There is nothing to do at home.
Nurse: It sounds you might be bored at
home.
Patient: I can’t talk to you or to anyone.
It’s only a waste of time.
Nurse: Do you feel no one
understands?
Example
Don’t worry.
You’ll feel better tomorrow.
Everything will be alright.
That is good.
Talk to the doctor about this.
That is not good.
I’d rather you wouldn’t.
That’s right.
I agree.
 views.
Disagreeing Challenging the patient to I disagree with that.
defend his/her thoughts and
feelings which serves as a
hindrance in the
communication process.

Advising Fosters dependency and I think you should…

inhibits the problem-solving
process.

Probing Communication barriers that Tell me about…

may make the patient feel Let’s talk about your family and
needed and valued only for relatives.
the information they can give.

Testing Implies that the nurse feels Do you know what this drug is for?
that the patient needs help.

Defending Gives the impression that the Dr. Santos is a very good doctor.
client has no right to express The hospital staff is very competent to
own opinions and feelings. take care of you.

Requesting an “Why” questions require Why did you?

explanation analysis of the problem which
increases anxiety. Patient
may respond defensively.

Minimizing feelings This technique fails to Patient: I wish I were dead.

explore the feelings of the Nurse: Everyone gets down once in a
patient. while.

Making stereotypical Blocks off the communication It’s for your own good.
comments process since the patient is
encouraged to have empty
responses.

Changing the subject Fails to address the message Let’s discuss that later.
of the patient. The nurse Let’s leave that and talk about…
maybe threatened by an
anxiety provoking topic thus
the perceived need to change
the subject.

Using denial Closes off the communication Patient: I’m nothing

by failing to identify the Nurse: Of course you’re something,
feelings and thoughts of the everybody’s something.
patient.