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Communication and relationship management skills

Isabella realised that her communication skills were key to providing safe, holistic and compassionate person-centred care. She was keen to ensure that Olivia was heard and was actively involved in her care and that she fully understood the decision-making process.

Isabella demonstrated an understanding of how to ask questions in a therapeutic way. For Olivia to feel safe Isabella explained why she was asking the questions before asking. This then enabled Isabella to contribute to the assessments. Olivia felt heard and accepted, and was able to be open about her behaviours and did not feel judged if she had self-harmed in between appointments.

Isabella has been able to work on her therapeutic engagement and relationship skills while working with Olivia. She was also able to demonstrate some positive professional working relationships with her practice supervisors, practice assessor and the wider multi-agency teams.

1. Underpinning communication skills for assessing, planning, providing and managing best practice, evidence-based nursing care

1.1 actively listen, recognise and respond to verbal and non-verbal cues

1.2 use prompts and positive verbal and non-verbal reinforcement

1.3 use appropriate non-verbal communication including touch, eye contact and personal space

1.4 make appropriate use of open and closed questioning

1.5 use caring conversation techniques

1.6 check understanding and use clarification techniques

1.7 be aware of own unconscious bias in communication encounters

1.8 write accurate, clear, legible records and documentation

1.9 confidently and clearly present and share verbal and written reports with individuals and groups

1.11 provide clear verbal, digital or written information and instructions when delegating or handing over responsibility for care

2. Evidence-based, best practice approaches to communication for supporting people of all ages, their families and carers in preventing ill health and in managing their care

2.1 share information and check understanding about the causes, implications and treatment of a range of common health conditions including anxiety and depression, […]

2.2 use clear language and appropriate, written materials, making reasonable adjustments where appropriate in order to optimise people’s understanding of what has caused their health condition and the implications of their care and treatment

2.6 use repetition and positive reinforcement strategies

2.7 assess motivation and capacity for behaviour change and clearly explain cause and effect relationships related to common health risk behaviours including smoking, obesity, sexual practice, alcohol and substance use

2.8 provide information and explanation to people, families and carers and respond to questions about their treatment and care and possible ways of preventing ill health to enhance understanding

2.9 engage in difficult conversations, including breaking bad news and support people who are feeling emotionally or physically vulnerable or in distress, conveying compassion and sensitivity

3. Evidence-based, best practice communication skills and approaches for providing therapeutic interventions

3.4 talking therapies

3.5 de-escalation strategies and techniques (see reflective account for 3.5, 3.6 & 3.7)

3.6 cognitive behavioural therapy techniques

3.7 play therapy

3.8 distraction and diversion strategies

3.9 positive behaviour support approaches

4. Evidence-based, best practice communication skills and approaches for working with people in professional teams

4.2.6 effective co-ordination and navigation skills through:
4.2.6.1 appropriate negotiation strategies
4.2.6.3 appropriate approaches to advocacy (See reflective account)