1.4 Explain how communication and positive interactions can support development of therapeutic relationships with individuals

This guide will help you answer 1.4 Explain how communication and positive interactions can support development of therapeutic relationships with individuals.

Supporting positive relationships is a key part of working in health and social care. Communication and positive interactions play a central role. The way you speak, listen, and respond affects how individuals feel and respond to care. This guide covers how effective communication and positive interactions build and support therapeutic relationships.

What Is a Therapeutic Relationship?

A therapeutic relationship is a supportive connection between health or social care staff and individuals receiving care. It is professional, honest, and respectful. The main focus is on helping the individual to achieve better health, wellbeing, and independence.

Therapeutic relationships are based on:

• Trust
• Respect
• Empathy (the ability to understand another person’s feelings)
• Professional boundaries
• Consistent and safe care

These relationships can support recovery, comfort, and growth for people using health or social care services.

The Role of Communication in Therapeutic Relationships

Communication means how we send and receive information. It can be spoken, written, sign language, gestures, facial expressions, body language, or through devices and technology.

Clear communication helps individuals understand what is happening and have a say in their care. It helps build trust, reduces anxiety, and supports teamwork between staff and individuals.

Features of Good Communication

• Active listening: Give the individual your full attention. Show interest with eye contact and head nods. Do not interrupt.
• Clarity: Use plain language. Avoid medical jargon or technical terms unless you explain them.
• Open questions: These encourage a fuller response. For example: “How are you feeling today?” instead of “Are you okay?”
• Feedback: Summarise what the individual has said to check that you understood (“So you’re saying you feel more tired than usual, is that right?”).
• Non-verbal cues: Your body language, facial expressions, and tone matter as much as words. Sit at the same level, appear relaxed and open.
• Consistent messaging: Give the same information each time, so the individual feels they can rely on what you say.
• Adaptation: Change your communication style if needed. Use pictures, large print, or translators for individuals who have difficulty understanding spoken language.

Barriers to Good Communication

• Background noise
• Time pressure
• Language differences
• Sensory impairments (such as hearing or vision loss)
• Emotional distress

Being aware of these helps you adjust your approach.

Positive Interactions and Their Role

Positive interactions are exchanges that leave the individual feeling valued, respected, and safe. The way you say things matters as much as what you say.

Practising positive interactions means:

• Greeting a person warmly, using their preferred name
• Showing genuine interest in their wellbeing
• Giving time and patience, especially if they are slow to communicate
• Using humour carefully to lighten difficult moments
• Respecting personal space and cultural traditions

Impact of Positive Interactions

Positive interactions benefit both individuals and staff. They can:

• Improve mood and wellbeing
• Increase motivation to participate in treatments or discussions
• Reduce distress and conflict
• Increase confidence and self-worth
• Help staff to understand a person’s needs and wishes better

Every interaction is a chance to build or weaken trust. Positive, caring contact leads to stronger relationships.

Building Trust Through Communication

Trust underpins every therapeutic relationship. Without trust, individuals may avoid sharing their real feelings or needs. They might refuse help or become anxious.

Good communication helps trust form over time. Staff show that they:

• Listen and remember details about the person’s life
• Keep promises (for example, returning when they say they will)
• Treat information shared as confidential
• Admit mistakes when they happen and offer solutions

Example:

If you promise to bring an individual some water after their meal, returning as promised shows reliability. If you forget and apologise honestly, you show respect for their feelings.

Respect and Dignity in Communication

People using health and social care services often feel anxious, vulnerable, or frightened. They may have little control over their bodies and decisions. Treating each individual with respect and dignity helps them feel safer and more in control.

Ways to communicate respect:

• Speak directly to the individual, not just to family or colleagues
• Ask how they wish to be addressed
• Use positive and encouraging words
• Support choices, even if you disagree, unless unsafe
• Avoid shouting or using a “baby” voice (unless a learning disability or age-appropriate)

Dignity means letting people retain a sense of self-worth and independence wherever possible.

Empathy and Understanding

Empathy means showing you understand and care how a person feels. Unlike sympathy, which is simply feeling sorry for someone, empathy connects to their experience.

Ways to build therapeutic relationships using empathy:

• Mirror the person’s language about their emotions (“You seem worried about your test tomorrow.”)
• Reassure them if they are upset, without making promises you can’t keep
• Listen non-judgementally, even to strong emotions like anger or sadness
• Recognise your own feelings but keep your reactions calm and supportive

This lets individuals know their emotions are acceptable and their story matters.

Maintaining Professional Boundaries

Therapeutic relationships must remain professional. This avoids misunderstandings, keeps individuals safe, and protects staff from accusations of favouritism or abuse.

Professional communication involves:

• Not sharing personal problems or private details about yourself
• Using polite, friendly language—not over-familiar words or nicknames unless the individual prefers them
• Explaining clearly what you are doing
• Respecting privacy and confidentiality
• Declining gifts or invitations that might cross the staff-individual boundary

Boundaries show respect for both the individual and staff member.

Adapting Communication to Meet Individual Needs

Everyone communicates differently. Some people need extra support, due to age, culture, disability or illness.

You might need to:

• Find out if the individual uses sign language, an interpreter, or hearing aids
• Use visual aids like pictures, diagrams, or objects of reference
• Print important information in large text or accessible formats
• Use simple language or plain speech for individuals with learning disabilities
• Allow extra time for those who struggle to find words or process their thoughts
• Be patient if a person has dementia, and repeat or rephrase messages if needed

Start by asking the individual or their family how they prefer to communicate.

Confidentiality and Trust

When individuals share private information, staff must treat this discreetly. Confidentiality means not sharing personal details unless the law or safety requires it.

Always explain:

• Who will see their information and why
• When you might have to share it (such as serious risk of harm)
• How information is kept safe

Good confidentiality practices increase trust and support a strong therapeutic relationship.

Communication in Difficult Situations

Sometimes individuals will be upset, angry, or confused. Communication is still important in these moments.

Tips for managing difficult interactions:

• Stay calm and speak gently
• Listen to the person’s worries without arguing or interrupting
• Use a soft, reassuring tone and gentle body language
• Offer choices wherever possible to give them some control
• Avoid making promises you can’t keep

If you feel unsafe, seek support from other staff without leaving the person alone.

Non-Verbal Communication

Not all communication is spoken. Non-verbal cues can show more than words.

Non-verbal communication includes:

• Posture (face the person and look relaxed)
• Eye contact (shows attention and respect)
• Facial expressions (for example, smiling, nodding)
• Touch (a handshake or gentle hand on the shoulder if appropriate)
• Proximity (not standing too close or too far)

People notice your tone, body language, and expressions. Using positive non-verbal communication helps individuals to feel reassured and supported.

Involving Individuals in Their Care

Therapeutic relationships improve when individuals are included in decisions. This is called person-centred care.

To support involvement:

• Listen to their ideas and wishes
• Explain options and risks in plain language
• Allow time for questions
• Respect choices, unless they put the person or others at risk
• Involve family, carers or advocates when requested and agreed

This approach encourages independence and respects individuals as experts in their own lives.

Team Communication

Working with colleagues well is another aspect of positive interactions. Individuals feel safer when staff communicate clearly.

Good team communication involves:

• Sharing relevant information (with consent)
• Using handovers to pass on up-to-date details
• Following agreed plans and protocols
• Respecting the skills and roles of others

Poor staff communication confuses individuals and can cause errors. Good teamwork supports a stronger therapeutic approach.

Final Thoughts

Strong communication and positive interactions are the foundation of therapeutic relationships in health and social care. Skill in these areas allows staff to offer support that encourages wellbeing, inclusion, and dignity. Every positive contact brings individuals closer to feeling safe, valued, and able to take part in their own care. By focusing on these principles, health and social care staff make a real and lasting difference.