Communicating clearly, honestly, and compassionately

When bad news must be shared, clarity matters. Tone, pace, silence and body language also shape how the message is received. NICE recommends using plain words, avoiding jargon, checking understanding and respecting privacy. Compassion does not mean softening facts until they become misleading.

Helpful communication habits

• Start simply: give the main point early instead of circling around it.
• Use plain language: explain or avoid technical terms.
• Be honest about uncertainty: say what is known, what is not known, and what will happen next.
• Allow reaction: people may cry, withdraw, ask the same questions, or need time.
• Check understanding: distress can make people hear only part of what is said.

Some staff worry that a direct message will seem cold. Vague euphemisms can be more distressing because families or residents sense something serious but do not understand what is happening. Clear, compassionate language reduces confusion and supports decision-making.

The safest difficult conversations are usually the clearest ones: honest, plain, respectful and careful not to hide behind jargon or false reassurance.