Baycrest - End of Life Volunteer Manual
47
TECHNIQUES THAT HINDER COMMUNICATION AND
EMPATHY:
Disagreeing
I definitely disagree with...
I don't believe that.
Defending
No one here would lie to you.
But Mrs. B. is a very capable caregiver.
Offering false
reassurance
I wouldn't worry about...
Everything will be all right.
You're coming along fine.
Expressing judgement
That's good. I'm glad that you...
That's bad. I'd rather you wouldn't...
Advising
I think you should...
Why don't you...?
Attempting to
translate feelings
Patient: I can't talk to you or to anyone.
It's a waste of time.
Volunteer: Do you feel no one
understands?
Seeking clarification
I'm not sure that I follow.
What would you say is the main point of
what you said?
Encouraging
description
Tell me when you begin to feel anxious.
How would you describe your pain?
Restating
Patient: I seem to hear the clock strike
every hour at night.
Volunteer: You have difficulty sleeping?
Note: When using restating, do not overdo the obvious. Only
restate complex statements or those that seem to have an
unspoken message behind them.
Reflecting
Patient: Do you think I should tell the
doctor?
Volunteer: Do you think you should?
