What to say and Not what to say

Using Silence – Allows patients time to gather thoughts or express themselves.

Say

Verbalizing the Implied – Helps patients express feelings they may not have

verbalized. Example: "You seem to be feeling overwhelmed.“

Say

Restating – Repeats main thoughts to validate understanding.

• Example:

• Patient: "I can’t study. My mind keeps wandering."

• Nurse: "You have trouble concentrating."

Say

Focusing – Concentrates on a single point or issue.

Example: "Let’s look more closely at that (particular concern.)“

Say

Exploring – Seeks further details. Example: "Tell me more about that particular

situation."

Say

Seeking Clarification – Ensures accurate understanding. Example: "I’m not sure that

I understand. Would you please explain?“

Say

Making Observations – Identifies what is noticed about a patient’s behavior.

Example: "You appear sad today."

Say

Reflecting – Encourages self-exploration of thoughts and feelings. Example: "What

do you think you should do?"

Say

Belittling Feelings – Minimizes patient emotions. Example: "Everyone feels that way

sometimes."

Not

Indicating an External Source of Power – Implies loss of control. Example: "Your

doctor knows what’s best."

Not

Defending – Blocks open communication. Example: "Your doctor wouldn’t do that."

Not

Giving Reassurance – Provides false hope. Example: "Everything will be fine."

Not

Giving Advice – Discourages patient autonomy. Example: "You should leave your job

if it stresses you out."

Not

Rejecting – Refuses to consider patient ideas. Example: "Let’s not talk about that right

now."

Not

Requesting an Explanation – Can make the patient defensive. Example: "Why did you

do that?"

Not