Learn the typical mistakes people make when delivering hard news, and learn to prevent them.
Seven common mistakes
What not to do
Seven mistakes come up most often — they're in the table below, each next to its antidote.
There's one general rule: stick to SPIKES, slow down on emotions, and speak in plain, human language. It's better to say less and be more present.
Seven common mistakes
| Mistake | Antidote |
|---|---|
| “Dropping” the news right away, without P and I | Ask first: what they know, how much they want to know |
| Hiding behind jargon | Plain words — as if to someone outside the profession |
| Burying them in details right after the news | Small chunks, pauses, checking understanding |
| Filling the pause with facts out of fear of the emotion | A NURSE response; hold the silence |
| Dismissing the feeling: “don't cry”, “everything will be fine” | Name and acknowledge the feeling |
| False hope — or “there's nothing we can do” | Honesty about the illness, specifics about what can be done |
| Leaving without a plan or a way to reach you | A next step, a summary, a way to get in touch |
Lesson notes
What not to do
Seven mistakes come up most often — they're in the table below, each next to its antidote.
There's one general rule: stick to SPIKES, slow down on emotions, and speak in plain, human language. It's better to say less and be more present.