Characteristics of effective communication in a mental health setting

Communication in mental health creates a supportive and understanding environment where individuals feel safe to share their thoughts and emotions. By implementing the characteristics of effective communication in a mental health setting, mental health professionals can help clients open up about their experiences. Using specific approaches like a person's first language helps vastly in creating a degree of separation between the person and the diagnosis. 

The power of words in mental health

A study on the power of language and labels published in the Journal of Counseling & Development provides, “Research has demonstrated that Americans have high levels of discomfort with people who have a mental illness, ranking their reactions to individuals with mental illnesses as even more uncomfortable than their reactions to individuals with severe facial disfigurement.” The culture surrounding mental health has changed within the past decade. The shift from stigma based behaviors towards an inclusive approach to care that considers the needs and feelings of the person with a mental illness.

The specific words and phrasing used in communication influence how messages are received. When professionals use language that respects and values the person, it can make individuals feel heard, understood, and respected. This sense of being valued encourages clients to engage more deeply in the therapeutic process. Conversely, language that focuses solely on the condition can make individuals feel defined by their illness, reinforcing negative stereotypes and contributing to feelings of shame or worthlessness.

Transformative communication in mental health can lead to better outcomes by fostering a therapeutic relationship built on mutual respect and understanding. When individuals feel valued and respected, they are more likely to engage in their treatment, share openly about their experiences, and adhere to therapeutic interventions. This positive engagement empowers clients, enhances their self esteem, and promotes recovery. 

Taking tone from verbal to written word

Tone has the ability to encourage patients to open up and engage more fully in their treatment. However, written communication like emails and text messages often struggle to convey the same emotional depth as spoken words. Verbal tone benefits from vocal inflections, facial expressions, and body language that all help to convey empathy and warmth, elements that are missing in written forms.

To maintain a supportive tone in writing, mental health professionals should start by using a friendly greeting and addressing the patient by name, creating an immediate personal connection. Choosing words carefully to express empathy, such as “I understand” or “I’m here to help,” are simple ways of creating an approachable tone. Clear and concise language helps prevent misunderstandings while preserving a warm and encouraging tone. Incorporating polite phrases, expressing gratitude, and offering reassurance can further enhance the compassionate nature of written communication.

The characteristics of effective communication

1. Demonstrating empathy by verbally affirming the patient's feelings and showing genuine interest through active listening. This helps patients feel understood and valued.
2. Maintaining a calm and composed demeanor to create a safe and nonthreatening environment, helps in reducing patient anxiety and promoting open communication.
3. Using clear and simple language, avoiding medical jargon, to ensure that patients fully understand their diagnosis, treatment options, and any other information provided.
4. Addressing patients by their names and tailoring communication to their individual needs and preferences, helps in building a personal connection and trust.
5. Ensuring consistency and reliability in follow up communications to build trust and show that the mental health professional is dependable and committed to the patient’s care.
6. Using a person's first language (e.g., "person with schizophrenia" instead of "schizophrenic") to emphasize the individual over their diagnosis, thereby reducing stigma and promoting a more positive self image.
7. Practicing reflective listening by paraphrasing or summarizing what the patient has said to validate their feelings and show that they have been heard accurately.
8. Asking open ended questions encourages patients to share more detailed responses, which provides deeper insights into their thoughts and feelings.
   
   

Best practices 

Verbal communication

1. Active listening: Show you are listening by nodding and using verbal affirmations like "I see" and "Go on." Paraphrase what the patient says to ensure understanding, e.g., "So, you're feeling overwhelmed by work?"
2. Empathetic tone: Use a calm and soothing voice, especially when discussing sensitive or difficult topics. Match your tone to the patient’s emotional state to show empathy and understanding.
3. Open ended questions: Ask questions that require more than yes or no answers, such as "Can you tell me more about your experience with that?" Encourage elaboration with prompts like "What happened next?" or "How did that make you feel?"
4. Reflective listening: Reflect back on the patient's feelings and statements to validate their experiences, e.g., "It sounds like you're feeling really stressed about this situation." Use summarizing statements at the end of discussions to confirm understanding, e.g., "To sum up, you're feeling anxious about the upcoming changes at work."
5. Clear and simple language: Avoid using medical jargon. Instead, explain concepts in everyday language, e.g., "Instead of 'anxiolytic,' say 'medication that helps reduce anxiety.'" Break down complex ideas into smaller, more manageable parts to ensure understanding.
6. Personalized communication: Use the patient’s name frequently to create a personal connection. Refer to previous conversations or shared information to show you remember and care about their history.
   
   

Written communication

1. Warm greetings and personalization: Start with a friendly greeting and the patient’s name, e.g., "Dear John, I hope this message finds you well." Reference past conversations or specific details to personalize the message, e.g., "Following up on our last session..."
2. Clear and simple language: Use plain language and avoid jargon. If technical terms are necessary, provide clear explanations, e.g., "Anxiolytic (a medication that reduces anxiety)." Organize information into short paragraphs and use bullet points for clarity.
3. Empathetic and supportive tone: Use phrases that convey empathy and support, e.g., "I understand how challenging this must be for you." Include positive and reassuring statements, e.g., "You are making great progress."
4. Reflective and summarizing statements: Summarize key points at the end of the message to reinforce understanding, e.g., "To summarize, we discussed the following steps..." Reflect on the patient’s concerns or achievements mentioned in previous communications.
5. Confidentiality and privacy: Use secure communication platforms for sharing sensitive information, like HIPAA compliant email.
6. Consistency and reliability: Respond promptly to messages to show attentiveness and reliability. Follow up on action items or agreed on steps to reinforce commitment and support, e.g., "As promised, here are the resources we discussed."
7. Emotional support and validation: Offer validation and support in your messages, e.g., "It’s completely normal to feel this way, and I’m here to help you through it." Provide encouragement, e.g., "Keep up the great work with your coping strategies."
8. Structured and organized content: Use headings and subheadings to organize content and make it easily navigable. Provide a summary or recap of key points at the end of the communication.

See also: Top 12 HIPAA compliant email services

FAQs

What is a person first language?

Person first language is a way of speaking that emphasizes the individual before their condition.

Is consent necessary to text patients?

Yes.

How can email be used by mental health professionals?

Mental health professionals can use email to provide appointment reminders, follow up on sessions, share resources, and offer support while ensuring confidentiality and security.