Building Therapeutic Communication Skills

What You Say Matters as Much as What You Do

Therapeutic communication builds trust, reduces anxiety, and improves patient outcomes. Here’s how to connect effectively with patients:

Open-Ended Questions:

• Instead of “Are you in pain?” ask “Can you describe how you’re feeling?”
• Instead of “Did you sleep well?” ask “Tell me about your night.”

Active Listening:

• Make eye contact
• Put down your tablet/clipboard
• Use verbal cues (“I see,” “Go on,” “Tell me more”)
• Reflect emotions: “It sounds like you’re feeling scared”

What to Say:

• “I’m here to listen.”
• “That must be really difficult.”
• “What’s most important to you right now?”
• “Help me understand what you’re experiencing.”

What NOT to Say:

• “I know how you feel” (you don’t)
• “Everything happens for a reason” (dismissive)
• “At least it’s not…” (minimizes their experience)
• “You should…” (removes autonomy)

Therapeutic Silence: Sometimes saying nothing is most powerful. Sit with patients in their grief, fear, or pain. Your presence matters.

Cultural Competence: Ask about preferences, beliefs, and values. Avoid assumptions. Every patient is an individual.

Difficult Conversations:

• Be honest and compassionate
• Use simple, clear language
• Allow time for emotions
• Offer resources and support

Remember: Patients may forget your clinical skills, but they’ll never forget how you made them feel.