NCM 107-A
TECHNIQUE
1. Using open-ended questions
or comments
2. Providing general leads
3. Using focused questions or
comments
4.Using humor
5. Conveying acceptance
6. Verbalizing the implied
7. Paraphrasing or restating
communication content
8. Seeking clarification
9. Reflecting feelings or
emotions
10. Summarizing
11. Validating
12. Offering self
13. Calling the patient by name
14. Sharing Observations
15. Giving information
Giving the patient the opportunity to
share freely on a subject
Demonstrate the nurse’s interest in the
patient’s concerns
Focuses on the immediate need of the
patient
Allows a patient to focus on positive
progress or better times and does not
change the subject of the conversation
Acknowledges the importance of the
patient’s thoughts, feelings and
concerns
Encourages a patient to elaborate on a
topic of concern
Encourages patients to describe
situations more fully
Encourages the patient to expand on a
topic that may be confusing or that
seems contradictory
Focuses on the patient’s identified
feelings based on verbal or nonverbal
cues
Reduces the interaction to three or
four points identified by the nurse as
being significant
Allows clarification of ideas that the
nurse may have interpreted differently
than intended by the patient.
Demonstrate compassion and concern
for the patient
Shows respect and helps to establish a
caring relationship
Provides an opening for the patient to
share possible joys or concerns
Provides a means to build trust and
develop a knowledge base on which
patients can make decisions.
EXAMPLE
“Tell me more about your general
health status.”
“And then?”
“When did you start experiencing
shortness of breath?”
“You are really walking well this
morning. I’m going to have to run to
catch up!”
“I follow what you are saying.”
Patient: “I can’t talk to anyone about
this.”
Nurse: “Do you feel that others won’t
understand?
Patient: “I couldn’t sleep last night.”
Nurse: “You had trouble sleeping last
night?”
“I don’t quite follow what you are
saying.”
“You were angry when your surgery
was delayed?”
“There are three things you are upset
about: your family being too busy, your
diet, and being in the hospital too
long.”
“Did I understand you correctly
that…?”
“I’ll sit with you for a while.”
“Good morning, Mr. Trimble.”
“You look tense.”
“Your surgery is scheduled for 10:30
A.M. tomorrow.”