Response that Block Communication

using falsely comforting phrases in an attempt to offer reassurance

it will be ok
don't worry. everything will be fine

you promise something that will not occur or is unrealistic

making a decision for a client; offering personal opinions; telling a patient what to do with phrases such as "should do," "ought to"

takes decision making away from the patient; inhibits spontaneity; impairs decision making; creates doubt

if i were you i would....
i think you should...
why don't you....

making an assumption without validation; jumping to conclusions

easily leads to a wrong conclusion; often viewed as accusatory or argumentative

You're afraid to give your own injection.
Your husband isn't very supportive.
You aren't really trying.

trying to impose the nurse's own attitudes, values, beliefs, and moral standards on a patient about what is right and wrong

easily leads the patient to doubt personal values; creates feelings of guilt and resentment; causes friction between you and the patient

abortion is wrong!
having cosmetic surgery is frivolous.
you shouldn't even think that.
he is really a good doctor.

stereotyped or superficial comments that do not focus on what the client is feeling or trying to say

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

you can't win them all.
isn't that nice?
i don't make the rules, i just follow them.
the doctor knows best.

responding negatively to criticism; often in response to feelings of anger or hurt on your part; usually involves making excuses

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

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.

challenging or arguing against the patient's statements or perceptions

denies that the patient's perceptions are real and valid; implies that the patient is lying, misinformed, or uneducated

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?

asks the patient to explain his or her actions, beliefs, or feelings with "why " questions

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

inappropriately focusing the discussion on something other than the patient's concern

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

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.