In every setting across health and social care, communication plays a central role. Whether supporting a child in residential care, sitting with an older adult in a nursing home, or providing daily help to people in supported living, how we speak and listen matters. Yet, good communication is often overlooked. It can be treated as a soft skill, something that comes naturally. But therapeutic communication is more than being friendly or polite. It is an essential part of person-centred care.
When communication is poor, people feel unheard, unsafe, and uncertain. When it is done well, it builds trust, eases distress, and creates the conditions for genuine care.
Below are key therapeutic communication techniques used across care settings. These are simple approaches that help support workers, carers, nurses, and managers improve how they connect with the people they care for.
Acceptance
What it means: Acknowledging someone’s feelings without judgement.
Example:
Resident: “I don’t see the point in all these tablets.”
Carer: “It sounds like the medication is causing you a lot of frustration. Thank you for telling me.”
This response shows respect for the person’s feelings and encourages further conversation.
Clarification
What it means: Asking for more detail to avoid misunderstandings.
Example:
Client: “I just feel like giving up.”
Support Worker: “When you say ‘giving up’, can you help me understand what that feels like for you?”
Clarifying avoids assumptions and opens a safe space for reflection.
Reflecting
What it means: Encouraging the person to consider their own thoughts and choices.
Example:
Young person: “Do you think I should tell my dad I’m angry with him?”
Key worker: “What feels important to you about saying it — or not saying it?”
Reflecting supports the person to weigh up their own values and feelings.
Silence
What it means: Allowing space for the person to think and speak in their own time.
Example:
After a resident shares something difficult, the carer remains quietly present, offering a gentle nod and open posture.
This creates space for the person to continue when they are ready, without pressure.
Open-ended Questions
What it means: Inviting fuller responses, not just yes or no answers.
Example:
“What would you like to talk about today?”
“Can you tell me what’s been on your mind this week?”
These prompts let the person take the lead and share what matters most to them.
Focusing
What it means: Gently highlighting a topic that seems important.
Example:
Resident: “I haven’t really been eating. Not that anyone cares.”
Carer: “It sounds like feeling uncared for has been really upsetting. Can we talk more about that?”
Focusing helps the person feel heard and gives them permission to express themselves.
Summarising
What it means: Repeating back key points to check for understanding.
Example:
“You’ve said that since your daughter moved away, you’ve felt more alone and your mood’s been lower. Is that right?”
Summarising validates their experience and keeps communication clear.
Paraphrasing
What it means: Rewording the person’s message to reflect back what they’ve said.
Example:
Client: “I just can’t deal with everyone today.”
Support Worker: “It feels like today has been overwhelming and you need some space — is that how it feels?”
This shows attentive listening and encourages further dialogue.
Giving Recognition
What it means: Noticing a positive behaviour without giving overt praise.
Example:
“I saw that you joined in with the group today and stayed the whole time. That took courage.”
Recognition supports confidence while keeping the focus on the person’s actions.
Offering Presence
What it means: Being with the person without needing to talk or fix things.
Example:
“I’m here if you’d like some quiet company. Would you like that now or to arrange a time for it?”
This kind of support can mean a great deal, especially during distress.
Presenting Reality
What it means: Gently correcting false beliefs or perceptions.
Example:
Resident: “They’ve hidden my medicine again.”
Nurse: “I checked and your medicine is still in the drawer, just as we left it yesterday. Would you like me to show you?”
This keeps the person safe while respecting their experience.
Exploring
What it means: Encouraging the person to talk more about something they’ve raised.
Example:
“You mentioned earlier that things have felt different since your birthday. Could you tell me more about that?”
This invites openness and deeper connection.
Encouraging Comparison
What it means: Helping someone reflect on past coping strategies.
Example:
Nurse: “It must have been difficult when you went through a divorce. How did you cope with that?”
Client: “I walked my dog outside a lot.”
Nurse: “It sounds as though walking your dog outside helps you cope with stress and feel better?”
This supports the person to draw on their own strengths.
Making Observations
What it means: Noticing how the person appears and inviting them to speak.
Example:
“You’ve been looking a bit more tired these last few days. How have your nights been?”
Observations can start helpful conversations, especially when someone is withdrawn.
Offering Hope
What it means: Supporting a belief that things can improve.
Example:
“I remember you managed a similar challenge before — you found your way through that, and I believe you can again.”
Hope is often quiet and steady. It helps people feel less alone.
Using Gentle Humour
What it means: Lightening the mood when appropriate.
Example:
Resident (smiling): “I must be your most demanding customer.”
Carer (laughing): “You’re keeping me on my toes, that’s for sure.”
Shared humour can build trust, when the timing and tone feel right.
Confronting (only with trust)
What it means: Gently challenging inconsistencies when trust is in place.
Example:
Client: “I haven’t touched any alcohol this month.”
Support Worker: “Yesterday you told me you’d had a drink on Friday night. I want to make sure we’re being honest with each other so we can work through this together.”
Used carefully, this technique helps support change without shame or blame.
Putting People First
Therapeutic communication techniques are not about scripts or quick fixes. They are about building relationships that help people feel safe, respected, and in control of their care.
In services where time is short and pressures are high, it can feel easier to focus on tasks. But every conversation is a chance to do good work. The words we choose, the way we listen, and the space we hold can make all the difference.
At SNG Healthcare, we support providers who want more than just staff. They want people who communicate with care. Because that is where person-centred care begins — in how we speak, listen, and connect.
