ELDAC > Our Toolkits > Managing Risk > Trauma Informed Care > Good Communication
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Trauma-informed Communication

Validation and reassurance help reduce distress and strengthen therapeutic relationships even when you cannot resolve the underlying situation. [1]

  • Helpful phrases

  • Approaches to avoid

  • You are safe. I am here to help you.
  • Would you like me to explain what is happening?
  • We can go at your pace — there's no rush.
  • What would help you feel more comfortable?
  • Is there anything you'd like me to do differently?
  • Arguing or dismissing concerns
  • Rushing care or minimising distress
  • Forcing decisions or compliance
  • Using confrontational language or tone
  • Ignoring non-verbal signs of distress

Helpful non-verbal communication

  • Soft, calm tone of voice
  • Slow, deliberate movements
  • Eye contact at eye level
  • Open, relaxed posture
  • Gentle, predictable approach

Non-verbal approaches to avoid

  • Raised voice or sharp tone
  • Rushed or sudden movements
  • Standing over the person
  • Closed or tense posture
  • Unpredictable actions

  1. Feil, N. (2002). Validation Therapy. Baltimore: Health Professions Press.