Baycrest - End of Life Volunteer Manual
46
General recommendations:
• Speak normally. Tell them who you are. Tell the person what
you see, for example, the weather, if it's warm or cold. If the
person was a baseball fan, tell them the latest Blue jay scores.
• Be relaxed. You do not have to communicate all the time. Just
sitting with the patient is valuable
• Avoid saying anything negative. Be positive! Continue to express
words of love and encouragement.
TECHNIQUES THAT HELP COMMUNICATION AND EMPATHY:
Giving broad
openings
How do you feel?
Is there something you'd like to talk
about?
Where would you like to begin?
Accepting
I understand... I agree... I hadn't thought
of that...
Using silence Yes, Uh-huh, Hmmm, nodding.
Offering general leads
Go on and then?
Tell me about it.
Placing the event in
time
What seemed to lead up to...?
or in sequence Was this before or after...?
When did this happen...?
Making observations
Are you uncomfortable when you...?
I notice you are biting your lips.
Giving recognition
Good morning, Mr. Smith
You've written some letters today.
I notice you've chosen your favourite
music for today.
Giving information
My name is....
I'm here because I'll be taking you to the...
