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EMPATHY
CARING
TRUST
ACTIVE LISTENING
HONESTY
VALIDATION
Techniques
1. Acknowledging
giving recognition, in a non-
judgmental way, of a change in
behavior, an effort that client has
made or a contribution to a
communication
2. Offering information/ Giving
information / Educating
providing, in a simple & direct
manner, specific factual information
the client may or may not request
3. Offering self
suggesting one’s presence, interest or
wish to understand the client without
making any demands or attaching
conditions that the client must comply
with to receive the nurse’s attention
“I’ll stay with
you until your
daughter
arrives”
4. Stating observation
“You appear hungry.”
“You look uncomfortable when…”
I notice you are clenching your fists.”
directing ideas,
feelings,
questions or “What do you
content back to think would be
helpful?”
clients to enable
them to explore
their own ideas
& feelings about
situation
12. Focusing
helping the client expand on &
develop a topic of importance
eliminates vagueness
or
Non-therapeutic Responses
“If I were you, I’ll
1.Giving an just go home &
have my recovery
opinion or there”
common advice
takes decision-
making away
from the client
inhibits
spontaneity,
stalls problem-
solving &
creates doubt
“This shot will 2. Offering
make you feel
better. Trust False
me.”
Reassuranc
e
using cliches or
comforting
statements of
advise as a
means to
reassure the
client
3. Being defensive
Defensiveness in response to
criticisms suggests that the
interviewee has no right to an opinion.
4. Showing approval or
disapproval
Expressing excessive approval can be as
harmful to an interviewee-interviewer
relationship as stating disapproval.
Offering excessive praise implies that the
behavior being praised is the only
5. Stereotyping “Patients here
usually die!”
Stereotypes are generalized
beliefs held about people.
i s my blood
“ Wh y ted?”
e le va
pressure
7. Changing
the subject
inappropriatel
y
• stalls progress of
the
communication
process
8. Rejecting
refusing to discuss certain topics with the client