Verbal Communication Strategies Flashcards
Confrontation
Presenting the client with a different reality of the situation
Example: “Do you think it could be due to anything else… extremely stressed… mentally unwell?” “Having medication, coming into the hospital… Do you think any of those things would help you at the moment?”
Doubt
Expressing or voicing doubt when the nurse is confident about details
“I’m not sure if this is due to MI5”
Validation
Clarifying your understanding of the client’s situation
“It sounds like you don’t feel safe, have I got that right?”
Acceptance
Encouraging and receiving information in a nonjudgemental manner
Example: “I appreciate from what you are saying that you are really worried about this MI5 experience”
“I certainly believe you’re having a difficult time at the moment”
Interpretation
Putting into words what the client is implying or feeling
Example: “That must be very difficult for you”
Normalizing
Telling the client that certain experiences might be common in others
Example: “ Sometimes people tell us they are getting thoughts put into their heads that aren’t their own. Have you had any experiences like that?”
Restatement
Repeating the main idea expressed lets the client know what we heard
Example: “ So you’re getting thoughts in your brain that aren’t your own”
Reflection
Redirecting the idea back to the client for classification of emotional overtones, feelings, and experiences
Silence
Remaining quiet but nonverbally expressing interest during an interaction
Observation
Stating to the client behaviors the nurse is observing
Open-ended statements
Introducing an idea and letting the patient respond
Presenting Reality
Acknowledging that the clients perceptions are real to them, but admitting that the nurse does not share perceptions
