Safewards intervention refresher: 
Soft words

Background and aims
Background
A primary flashpoint leading to violent incidents is limit setting. Whenever nurses have to ask patients to do something (or stop them from doing something), this can give rise to frustration.
This intervention provides some ways to avoid confrontations and work more collaboratively with patients.

Aims
•	Expand the skills and tactical choices of staff in flashpoint situations
•	Increase the options applied on the ward
•	Give patients clear and powerful examples of how to treat each other and other people in the community
Task: What are the 4 main themes of soft words?
•	Respectful and polite
•	Turning down a request from a patient
•	Asking the patient to do something
•	Asking the patient to stop doing something

In groups, sort the soft words into the themes

Task: Creating our own set of soft words
In groups:
•	use the four main themes to edit or compile a list of your own soft words
•	present the soft words to the group and explain how your soft words fit into one of the four themes
Task: What soft words have you used in practice?
Task: Soft words in practice
What are some examples on our ward of:

•	common requests from patients
•	things we ask our patients to do
•	things we often ask our patients not to do
Soft words fidelity
•	Hanging up signs
•	A soft option as the standard of communication described is high. Expect to be challenged.

Soft words – long-term implementation
To renew and regain attention:
•	take soft words statements away for a while before doing the intervention again
•	reformat or redisplay statements in new ways
•	Challenge a team to write their own verses or compose their own soft words
Soft words methods adjustments
CAMHS	none
Forensic 	none
Older people	none, but may want to create expanded version with greater relevancy