Packet for Communication Techniques
Packet for Communication Techniques
Techniques for Facilitating Effective Communication
Therapeutic Techniques for Obtaining Relevant Information/Questioning
|Technique |Example |
|Giving broad openings – allowing patient to introduce the topic |Is there something you'd like to talk about? |
| |What are you thinking about? |
| |Where would you like to begin? |
|Open-ended questions – nurse chooses subject but allows for patient |How have you been? |
|direction |What do you think about..? |
|Indirect statements – similar to open-ended questions |I'd like to hear about..? |
|Exploring - delving further into a subject or idea |Tell me more about that. |
| |Would you describe it more fully? |
| |What kind of work? |
| | |
|Techniques for Responding | |
|Restating or paraphrasing - repeating main idea expressed in own words|Pt. "I can't sleep. I stay awake all night." |
| |Ns. "You have difficulty sleeping?" |
|Reflecting - verbally giving back the feeling part of the patient's |Pt. "My brother spends my money and then has the nerve to ask for |
|message |more." |
| |Ns. "This causes you to feel angry?" |
|Making observation – verbalizing what is perceived |You appear tense. |
| |Are you uncomfortable when you...? |
| |I notice that you're biting your lips. |
| |It makes me uncomfortable when you... |
|Seeking clarification - trying to make clear what you do not |I'm not sure that I follow |
|understand |What would you say is the main point of what you said? |
| |I'm not sure that I follow you. |
| |Could you say it another way? |
|Offering general leads - giving encouragement to continue |Go on. |
| |And then? |
| |Tell me about it. |
| | |
|Accepting - giving indication of reception |Uh hum. |
| |I follow what you said. |
| |Nodding. |
|Giving information - giving facts to the patient |My name is... |
| |Visiting hours are... |
| |My purpose in being here, is... |
| |I'm taking you to the... |
|Reassurance - truthful reassurance that patient is being listened to |I am here. I care. |
|and that we understand what they say | |
|Using silence - utilizing the absence of verbal communication to | |
|collect thoughts or control emotions | |
|Summarizing - organizing and summing up what has been said |Have I got this straight? |
| |You've said that... |
| |During the past hour you and I have discussed. |
| | |
|General Techniques | |
|Giving recognition/focusing on client - acknowledging, indicating |Good morning, Mrs. X. |
|awareness |You've tooled a leather wallet. |
| |I notice that you've combed your hair. |
| |Tell me about yourself. |
|Offering self - making oneself available |I'll sit with you for a while. |
| |I'll stay here with you. |
| | |
|Techniques Which Inhibit Effective Communication |
| | |
|Nontherapeutic Techniques for Obtaining Relevant Information/Questioning |
| | |
|Technique |Example |
| | |
|Requesting an explanation or probing - asking for reasons |Why do you think that? |
| |Why do you feel this way? |
| |Why do you do that? |
|Multiple questions |Did you sleep well, enjoy your breakfast, and have a good morning? |
|Overuse of closed questions - inhibits client; disrupts flow of |Are you in pain? |
|communication |Is it here? |
| | |
|Nontherapeutic Techniques for Responding | |
| | |
|Advising - telling patient what do; giving own opinion |I think you should... |
| |Why don't you..? |
|Giving approval or disapproval - saying client has or has not measured|That's good. |
|up to nurse's standards |I'm glad that you... |
| |I'd rather you wouldn't... |
|Agreeing/Disagreeing - nurse's judgment that patient is right or wrong|That's good. |
| |I don't believe that... |
| |I agree. |
|Blaming/Moralizing – being judgmental |Don't you know that smoking is bad? |
| |What have you done to your child? |
| |Abortion is sinful. |
|Patronizing the client – talking down client |It's time for our bath. |
|Belittling feelings expressed - telling patient his problems are not |Pt. "I have nothing to live for... I wish I were dead." |
|important |Ns. "Everybody gets down that way sometimes." |
|False reassurance – indicating there is no cause for anxiety |I wouldn't worry about... |
| |Everything will be all right. |
| |You're coming along fine. |
|Making stereotyped comments - offering meaningless clichés |Fine weather we are having. |
| |I'm fine, how are you? |
| |It's for your own good. |
| |Keep your chin up. |
|Defending - attempting to protect someone from verbal attack |This hospital has a fine reputation. |
| |No one here would lie to you. |
| |But Dr. B. is a very able psychiatrist. |
|Changing the subject |Pt. "I'd like to die." |
| |Ns. "Did you have visitors this weekend?" |
|Stumped silence - silence due to confusion | |
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