Therapeutic Communication Techniques
Effective Therapeutic Communication Techniques
| Technique | Description | Example |
| Active listening cues | Use of nonverbal and verbal cues to encourage clients/client’s families to continue talking. | Acknowledging that you are listening by nodding your head, saying yes, and offering general leads. |
| General Leads | Questions used to propel or guide the conversation forward. | What happened next? |
| Silence | Deliberately silent to give people involved in the conversation time to reflect and process what could be said next. | No speaking |
| Touch | Sometimes there are no words and a light touch to the top of the hand, arm, shoulder, or back conveys a caring message. Caveat, you must look for cues that the other person will accept being touched. If they recoil do not touch them. |
A light touch to the top of a hand, arm, shoulder, or back. |
| Making Observations | Observing a client’s demeanour or behaviour can help to open up a conversation and for the client to tell you more. | You appear to be in pain |
| Acknowledging | Acknowledging what a client has said to be their experience builds trust. | I agree having to wait for results can be frustrating and scary |
| Paraphrasing | Repeating what the client has said for confirmation. This must be used sparingly as not to come across as patronizing. | Client: I twisted my left ankle at soccer and it sent shooting pains to my hip.
HCA: Your left ankle and your left hip are in a lot of pain because you twisted while at soccer. Client: Yes |
| Open-ended Questions | A questioning technique that requires expansion or further clarification. | What brings you in today? |
| Closed Questions | Closed questions can be answered simply and do not require further reflection or clarification. | Is it your left arm or your right arm that you fell on? |
Ineffective Therapeutic Communication Techniques and Behaviours
It is important to be aware of ineffective communication and behaviours that block communication, and leave the client and their family without the help that they need. The table below represents ineffective communication techniques and behaviours to be avoided.
| Ineffective Techniques or Behaviour | Description of the Block | Example |
| Why Questions | Requires the client or client’s family to explain. Invalidates the client or client’s family experience and may cause them to become defensive. | Client: I quit smoking for 6 months I didn’t feel any better. I don’t think quitting smoking will help this time either. HCA: Why don’t you think quitting smoking will be different this time? |
| Arguing | Arguing with a client implies that they are lying, misinformed or uneducated. This can exacerbate an emotional response or cause the client to shut down. | Client: The insurance company said you can bill them directly. HCA: I can’t bill the insurance company you will have to pay and put in a claim for yourself. Client: I emailed them and I have printed off their response. HCA: It does not matter what you have printed I can not bill them directly |
| Asking Personal questions | It is inappropriate to ask questions that are not relevant to the situation. | HCA: Marital Status, please. Client: Not married. HCA: Why aren’t you married |
| Giving Personal opinions | Giving a personal opinion takes away the client’s decision-making. | HCA: Would you like a listing of personal home care supports for your father? Client: No thank you, I will take care of him. HCA: Well if it was my father I would have someone come in to help us. |
| Changing the Subject | Changing the subject during a communication demonstrates a lack of empathy and will demonstrate that you don’t wish to know what the client or their family is telling you. | Client: Do you know how much longer the wait will be? I just started a new job and can’t be late. HCA: That is a really pretty lipstick colour you are wearing. What colour is it? Client: Um, Pink shell from the local drug store. I guess I will just sit back down. |
| Generalizations | Generalizations minimize the client’s or their family’s experience(s) and take the focus away from the immediate concern. | Client Family Member: My dad can’t seem to remember his phone number or answer common questions coherently. I am concerned that his new medication is causing confusion. HCA: Oh, well as parents age they do get confused. |
| False Reassurance | Discourages further expressions of feelings | Client: I am really worried about this upcoming procedure. HCA: Don’t worry Dr. Smalt can do this procedure in his sleep. |
| Sympathy | Sympathy takes the focus away from the client and attempts to move them out of their emotional state. | Client: I can’t believe that my partner died so suddenly. HCA: I am so sorry that your partner died. I can’t imagine what I would do if my partner died like that. Client: Yes that would be difficult for you. |
Use of nonverbal and verbal cues to encourage client/client's families to continue talking
Questions used to propel or guide the conversation forward
Deliberately silent to give people involved in the conversation time to reflect and process what could be said next.
Communicates concern, compassion or comfort. A light touch to the hand, arm, or shoulder. Acute awareness to the clients reception. If the client recoils do not touch them.
A caution, warning, qualification, or forewarning
Observe a clients demeanour or behaviour to assist you to open up the conversation for the client tot tell you more.
Acknowledging what a client has said to be their experience builds trust.
Repeating what the client has said for confirmation. This must be used sparingly as not to come across as patronizing.
A questioning technique that requires expansion or further clarification
Closed questions can be answered simply and do not require further reflection or clarification.
Questions that require explanation
Feelings of care or feeling sorry about someone else's sadness.
