Therapeutic Communication in Assistive Care: Understanding Nonverbal Cues and Practicing Empathy

Non-verbal communication

Everything communicated without words—facial expressions, body language, distance, touch, appearance, and movement.

Therapeutic communication

Communication that promotes the patient's dignity and encourages sharing of feelings and needs.

Gestures

Movements of hands, head, or body used to communicate needs and feelings.

Posture

The way a person holds their body, indicating emotions, energy levels, and willingness to engage.

Touch in healthcare

Physical contact that communicates safety and support but can feel invasive without consent.

Facial expressions

Movements of the face that convey emotions, often rapid and subtle indicators of feelings.

Eye contact

The act of looking into another's eyes, essential for building trust and connection.

Body movements

Includes pacing, fidgeting, or stillness that indicate emotional states or comfort levels.

Avoidance

Withdrawal from interaction, indicating feelings of overwhelm, anxiety, or depression.

Appearance

The overall presentation of a patient including grooming, clothing, and visible injuries.

SOLER

An acronym for attending posture: Sit squarely, Open posture, Lean slightly, Eye contact, Relax.

Empathy

The ability to understand and communicate understanding of another person’s feelings.

Sympathy

Feeling sorry for someone; can create distance rather than connection in communication.

Active listening

Listening with the intent to understand a patient's meaning, emotions, and priorities.

NURSE statements

A structure for empathetic responses: Name, Understand/validate, Respect, Support, Explore.

Kindness in healthcare

Consistently communicating respect and goodwill during care tasks.

Patience in healthcare

The ability to tolerate delays and repetition without becoming irritated.

Therapeutic silence

A pause in conversation that gives patients space to think and share.

False reassurance

Dismissing a patient's feelings with promises of safety (e.g., saying, 'Don’t worry').

Compassion fatigue

Emotional burnout resulting from caring for patients, leading to irritability or numbness.

Congruence

The alignment between a person’s verbal and non-verbal communication.

Cultural influence on communication

The effect of cultural norms on eye contact, personal space, and gestures in communication.

Objective observation

Describing exactly what is seen or heard without making interpretations or judgments.

Verification in communication

Asking the patient neutral questions to confirm observations and interpretations.

Need for consent in touch

The necessity to seek permission before physical contact in healthcare settings.

Repetitive gestures

Actions that indicate discomfort or anxiety, often requiring further inquiry.