Therapeutic communication means listening to and understanding the client while promoting clarification and insight. It enables the nurse to form a working relationship with both the client and peers, using both verbal and nonverbal communication. Remember that nonverbal communication is the most accurate reflection of attitude.
Eliminate! Do not look for the correct response. Instead, eliminate the wrong answers.
Why Ask Why? Remember, don’t ask why!
This Isn’t about You. Focus on the client, not on the nurse.
A Word from Harry Truman. Don’t pass the buck. Know what is within the scope of the RN’s responsibilities.
This Isn’t the Army. Don’t be authoritarian.
Treat It Like a Contract. Read all choices before selecting the correct answer.
RESPONSE: GOAL/PURPOSE
Using silence: Allows the client time to think and reflect; conveys acceptance. Allows the client to take the lead in conversation.
Using general leads or broad opening: Encourages the client to talk. Indicates your interest in the client. Allows the client to choose the subject.
Clarification: Encourages recall and details of a particular experience. Encourages description of feelings. Seeks explanation; pinpoints specifics.
Reflecting: Paraphrases what client says. Reflects on what client says, especially the feelings conveyed.
HOW TO SELECT THE CORRECT THERAPEUTIC COMMUNICATION ANSWER
Strategies for Therapeutic Communication
Use these strategies to eliminate answer choices:
Authoritarian Answers
Eliminate answer choices in which the nurse is telling the client what to do without regard to the client’s desires or feelings. Examples include:
• Insisting that the client follow unit rules.
• Insisting that the client do what you command, immediately.
Close-Ended Questions
Eliminate close-ended questions that can be answered with the words yes, no or another monosyllabic response. Close-ended questions discourage the client from sharing thoughts and feelings. Examples include:
• “Are you feeling guilty about what happened?”
• “How many children do you have?”
“Why” Questions
Eliminate responses that are “why” questions: ones that seek reasons or justification. “Why” questions imply disapproval of the client who may become defensive. A “why” question can come in many forms and need not always begin with “why.” Any response that puts the client on the defensive is non-therapeutic and therefore incorrect. Some examples of “why” responses:
• “What makes you think that?”
• “Why do you feel this way?”
“Let’s Explore” Questions
Another incorrect answer choice that many graduate nurses select is the choice that includes the word “explore.” On the NCLEX-RN exam, avoid being a junior psychiatrist. It isn’t the nurses’ role to delve into the reasons why the client is feeling a particular way. The client must be allowed to verbalize the fact that he or she is sad, angry, fearful, or overwhelmed. Some examples of “let’s explore” responses:
• “Let’s talk about why you didn’t take your medication.”
• “Tell me why you really injured yourself.”
“Don’t Worry” Answers
Eliminate all answer choices that offer false reassurance. These responses would discourage communication between the nurse and the client by not allowing the client to explore his or her own ideas and feelings. False reassurance also discounts what the client is feeling. Some examples:
• “It is going to be OK.”
• “Don’t worry. Your doctors will do everything necessary for your care.”
Nurse-Focused Answers
Eliminate all answer choices if the focus of the comment is on the nurse. Be careful, because these answer choices may sound very empathetic. The focus of your communication should always be on the client. Examples of responses to avoid:
• “That happened to me once.”
• “I know from experience this is hard for you.”
Don’t simply look for the specific words that you see here; you may need to “translate” the answer choices into the above errors of therapeutic communication.
Using the Process of Elimination
How do you select the correct response? By choosing whatever response is left! The correct response will usually contain one or both of the following elements:
Give correct information. Offering information encourages further communication from the client. Examples of giving correct information include:
• “You are experiencing acute alcohol withdrawal; you may see and feel things that aren’t real.”
• “There are many reasons for memory loss; tell me more about what you have noticed.”
Be empathetic and reflect the client’s feelings. Empathy is the ability to perceive what another person experiences using that person’s frame of reference. Reflection communicates to the client that the nurse has heard and understands what the client is trying to communicate. When reflecting feelings, the nurse focuses on the feelings and not the content of what is said. Examples of empathetic, reflective statements:
• “I can see that you are frightened about being here.”
• “You seem very upset. Tell me how you’re feeling.”
