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using falsely comforting phrases in an attempt to offer reassurance
false reassurance
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it will be ok
don't worry. everything will be fine
false reassurance
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you promise something that will not occur or is unrealistic
false reassurance
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making a decision for a client; offering personal opinions; telling a patient what to do with phrases such as "should do," "ought to"
giving advice or personal opinions
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takes decision making away from the patient; inhibits spontaneity; impairs decision making; creates doubt
giving advice or personal opinions
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if i were you i would....
i think you should...
why don't you....
giving advice or personal opinions
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making an assumption without validation; jumping to conclusions
false assumptions
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easily leads to a wrong conclusion; often viewed as accusatory or argumentative
false assumptions
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You're afraid to give your own injection.
Your husband isn't very supportive.
You aren't really trying.
false assumptions
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trying to impose the nurse's own attitudes, values, beliefs, and moral standards on a patient about what is right and wrong
approval or disapproval
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easily leads the patient to doubt personal values; creates feelings of guilt and resentment; causes friction between you and the patient
approval or disapproval
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abortion is wrong!
having cosmetic surgery is frivolous.
you shouldn't even think that.
he is really a good doctor.
approval or disapproval
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stereotyped or superficial comments that do not focus on what the client is feeling or trying to say
automatic responses
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tends to belittle the individual's feelings and minimize the importance of the message;communicates the message that you are not taking the patient's concerns seriously
automatic response
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you can't win them all.
isn't that nice?
i don't make the rules, i just follow them.
the doctor knows best.
automatic responses
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responding negatively to criticism; often in response to feelings of anger or hurt on your part; usually involves making excuses
defensiveness
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implies that the patient has no right to an opinion; often you end up ignoring or minimizing the patient's concerns because you are focusing on defense of yourself or others
defensiveness
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i'm doing the best i can.
oh, i'm sure the night nurse wouldn't have done that.
you must not have heard me right.
defensiveness
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challenging or arguing against the patient's statements or perceptions
arguing
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denies that the patient's perceptions are real and valid; implies that the patient is lying, misinformed, or uneducated
arguing
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how can you say you didn't wink, when i heard you snoring all night long?
how could your pain level be so high? you were just talking and laughing with your visitor?
arguing
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asks the patient to explain his or her actions, beliefs, or feelings with "why " questions
asking for explanations
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frequently viewed by the patient as accusatory; patient often thinks you now the answer and are testing him or her; risks causing resentment, insecurity, and mistrust
asking for explanations
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inappropriately focusing the discussion on something other than the patient's concern
changing the subject
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rude and shows lack of empathy; blocks further communication, and sometimes makes patient feel uncomfortable about expressing feelings; interrupts thoughts, and often inhibits the sharing of important information
changing the subject
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we'll worry about that later. it's time for your bath now.
lets talk about something else. talking about having cancer is making you too sad.
changing the subject
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