Communication Techniques

Question 1

Broad Opening Statement

Answer 1

Opening statement or question to begin rapport

Ex: Good morning, how are you feeling today?

Question 2

Clarification

Answer 2

seeking to make clear that is which not meaningful or that which is vague
Ex: I’m not sure that I follow

Question 3

Restatement

Answer 3

Repeating the main idea expressed

Ex: I hate this hospital, and responding with you hate this hospital

Question 4

Paraphrasing

Answer 4

transforming the client’s words into the nurse’s words, keeping the meaning intact
Ex: “This is really not fair. I am only 24 years old and now I’m dying.”
Nurse: “It doesn’t seem right or fair when you are so young to be facing this.”

Question 5

Reflection

Answer 5

Directing back to the client’s feelings, ideas, or questions
Ex: Client: “I can’t get out of the hospital to see my kid’s school program. This is the third event I’ve missed. My kids say it’s okay, but I’m not so sure.”
Nurse: “You’re feeling frustrated and guilty because you are missing important family events and you have no control over it.”

Question 6

Summarization

Answer 6

Organizing and summing up that which has gone before

Ex: During the past hour, you and I have discussed

Question 7

Using Silence

Answer 7

Utilizing absence of verbal communication

Question 8

Offering General Leads

Answer 8

Giving encouragement to continue. Includes nonverbals such as head nodding and paralanguage
Ex: Go on, And then, Tell me

Question 9

Making or Sharing Observations

Answer 9

Verbalizing what is perceived

Ex: You are trembling

Question 10

Giving Recognition

Answer 10

Acknowledging, indicating awareness

Ex: I see that you have fixed your hair today

Question 11

Offering Self

Answer 11

Making oneself available

Ex: I will stay with you until your daughter gets here

Question 12

Encouraging Description of Perception

Answer 12

Encouraging client to describe how he sees the situation and meaning for him
Ex: “What is your understanding about what the doctor just shared with you? What does this mean for you and your family right now?

Question 13

Encouraging Comparison

Answer 13

Asking that similarities and differences be noted

Ex: How is this pain compared to what you experienced last night?

Question 14

Focusing

Answer 14

Concentrating on a single point

Question 15

Exploring

Answer 15

Delving further into a subject or idea

Ex: Tell me more about how you are feeling now

Question 16

Giving Information

Answer 16

Making available the facts the client needs
Ex: It is unlikely that you will be able to go home until you have finished these new tests that your doctor told you about

Question 17

Verbalizing the Implied

Answer 17

Voicing what the client has hinted or suggested

Ex: Client: “I can’t talk to you or anyone.” Nurse: “It sounds like you think no one understands.”

Question 18

Seeking validation

Answer 18

Searching for mutual understanding

Ex: “You seem to be feeling better now after your bath.” Or “I believe you are telling me that…….”

Question 19

Reframing

Answer 19

Changing the way (frame) in which a person sees events to assist them in changing the meaning

Question 20

Acknowledging

Answer 20

Acknowledging what the client has said

Ex: Apologizing

Question 21

Sharing

Answer 21

Sharing your personal experiences AS APPROPRIATE

Question 22

Closing

Answer 22

Statements at the end of an interaction that close in a meaningful way