2.2 Therapeutic and Non-Therapeutic Communication Techniques

Question 1

Communication Techniques

Answer 1

Using
Silence - Allows patient to take control over conversation

Accepting - Eye contact or nodding conveys positive regard

Giving
Acknowledgement - Indicates awareness (I see you have made your bed today)
Broad openings can direct focus (What would you like to talk about today)

Offering oneself - “Ill stay with you a while”

Encouraging comparison - “Was this episode similar to..”

Restating - Repeat ideas

Reflecting - Direct questions/feelings back to the patient “What do you think you should do?”

Focusing - take notice of a single idea/word

Exploring - Delving further into a subject “Tell me more about..”

Seeking - Seek clarification “Tell me if my understanding agrees with yours”

Presenting - Present reality “I understand the voices sound real but I do not hear it”

Voicing - Express uncertainty to the reality of your patients perception

Verbalizing - Put into words what the patient has implied

Attempting - Put into words the feelings your patient has expressed

Formulating - Formulate a plan of action to prevent anger or anxiety

Question 2

AVOID THESE COMMUNICATION TECHNIQUES

Answer 2

Giving false re-assurance or advice (this implies the nurse knows what is best for the patient)

Rejecting a patients questions “lets not talk about this right now”

Approving or Disapproving “It’s good for you or You shouldn’t have”

Agreeing/Disagreeing “Implies that the nurse can judge a patient for being right/wrong

Probing - Pushing for answers a patient does not want to discuss

Defending what the patient has criticized implies the patient does not have a right to express opinions

Requesting an explanation indicates the patient must defend their behavior

Indicating external sources of power encourages patients to blame others for their thoughts/behaviors

Belittling causes patients to feel insignificant or unimportant

Using denial avoids helping the patient identify and explore areas of difficulty

Interpreting results in therapist telling patient the meaning of their experience

Introducing unrelated topics causes nurses to take control of the discussion

Question 3

Active Listening

Answer 3

• Attentive and desire to hear and understand what the patient is saying.
• Nurse communicates acceptance and respect for the patient, trust is enhanced
• Climate is established that promotes openness and honesty

S - Sit squarely facing the patient (indicates nurse is ready to listen)
O - Open posture (Open arms and legs suggests nurse is ready to listen)
L - Lean forward (indicates involvement in the interaction)
E - Eye Contact (Conveys nursing involvement)
R - Relax

Question 4

Motivational Interviewing

Answer 4

• Based on EBP and PCC that promotes guiding patients to explore their own motivation for change and advantages/disadvantages of their decisions
• Incorporates active listening with therapeutic communication but focuses on what the patient wants to do

Question 5

Process Recordings

Answer 5

• Written reports of verbal interactions with the patient
• Verbatim accounts used for improving interpersonal communication techniques
• Written by nurse/student to improve communication techniques

Question 6

Feedback

Answer 6

• Communication that helps patients consider a modification of behavior
• Gives patients information on how they are being perceived by others
• Presented in a way that discourages defensiveness of the patient

USEFUL WHEN
- It is descriptive not evaluative
- Is specific, not general
- Directed at a behavior that the patient has the potential to modify
- Imparts information rather than offering advice
- Is well-timed