Phrases That Build Trust: How to Communicate with U.S. Clients

Aug 27

Split image of healthcare interactions: on the left, a smiling nurse speaks warmly with an older woman; on the right, a doctor and patient appear concerned , illustrating the impact of communication and turst in healthcare and social work settings.

For caregivers, healthcare workers, and social workers who want to build trust and communicate with clarity

Whether you're a social worker in Mexico supporting U.S. retirees, a nurse in the U.S. learning English while caring for diverse patients, a college student preparing for a social work career, a caregiver helping English-speaking elders, or even a veterinary professional working with U.S. pet owners abroad—effective communication matters.

In social work and healthcare, language is more than just words. It’s how we build trust, ease suffering, reduce confusion, and connect across difference. And when English isn't your first language, these moments of connection can feel challenging, especially if you're navigating unfamiliar expressions or emotional conversations.

This post will help you:

· Understand commonly used English phrases in social work and healthcare settings

· Learn how and when to use them

· Avoid potential miscommunication

· Deepen your confidence in real-life English conversations

💬 Why Communication Skills Matter in Social Work and Healthcare

Helping professionals often meet people in some of life’s hardest (and most meaningful) moments. They talk about:

· illness

· grief

· family struggles

· mental health

· decision-making

· care planning

· trauma recovery

In these situations, communication isn’t just about giving information, it’s about how we make people feel. A kind tone, a reassuring phrase, or a well-timed silence can be just as important as the right diagnosis or resource.

This is also where intercultural communication becomes essential. U.S. clients may have different expectations about:

· how much to share

· how directly to speak

· how professionals should act

· what comfort sounds like

By learning to use phrases that feel natural in U.S. English—and understanding how to use them thoughtfully—you’re helping create safe, respectful, and compassionate care across cultures.

And remember, real communication includes more than words. It also includes:

· Tone of voice (gentle vs. rushed)

· Body language (eye contact, posture, gestures)

· Facial expressions (warmth, concern, openness)

· Listening with your full attention

Together, these send a powerful message: You matter. I’m here. Let’s do this together.

🩺 10 English Phrases Helping Professionals Use with U.S. Clients

For real conversations, not just textbooks

1. “Tell me more about that.”

This open-ended prompt encourages the client to expand on what they’re saying without feeling pressured.
✅ Why it matters: Shows active listening and invites deeper reflection.
⚠️ How it might go wrong: If said too forcefully or too soon, it can feel like pressure. Use a soft tone and wait for the right moment.

2. “How can I support you right now?”

This question gives the client control over how they want help, without making assumptions.
✅ Why it matters: Empowers the client and builds trust.
⚠️ How it might go wrong: May feel unclear or uncomfortable in cultures where people expect professionals to take the lead. Offer examples if needed.

3. “It sounds like you’re feeling...”

A reflective listening phrase to name and check the emotion you’re hearing.
✅ Why it matters: Helps clients feel understood and encourages sharing.
⚠️ How it might go wrong: Mislabeling the emotion can feel invalidating. Say it gently: “It sounds like you might be feeling overwhelmed—does that sound right?”

4. “That makes sense.”

Used to validate someone’s feelings or experience—even if you don’t agree with it.
✅ Why it matters: Offers respectful affirmation, especially in emotional moments.
⚠️ How it might go wrong: If said too casually or too often, it can sound dismissive. Use sincerity and pair with reflective words when needed.

5. “Can you help me understand...?”

A respectful way to ask for more information without judgment.
✅ Why it matters: Encourages openness and collaboration.
⚠️ How it might go wrong: Overuse may seem like confusion or disapproval. Keep your tone kind and curious.

6. “You’re not alone.”

A comforting phrase often used during grief, trauma, or big life changes.
✅ Why it matters: Reduces shame and helps people feel supported.
⚠️ How it might go wrong: Can feel hollow if said without follow-up. Make sure your presence and actions back up your words.

7. “Let’s take this one step at a time.”

Useful when someone is overwhelmed or facing a big challenge.
✅ Why it matters: Encourages calm and focus by breaking problems into smaller pieces.
⚠️ How it might go wrong: May sound dismissive if the person feels urgent or panicked. Offer a small action step to match the phrase.

8. “This is a safe space.”

A phrase often used to create emotional safety in therapy or supportive conversations.
✅ Why it matters: Sets the tone for honesty and openness.
⚠️ How it might go wrong: Feels meaningless if not backed by genuine respect. Be sure your behavior, tone, and words match the message.

9. “What I hear you saying is…”

This is a classic paraphrasing tool. You repeat the client’s message back in your own words, focusing on the core meaning. It helps check that you understood and shows you’re paying close attention.

✅ Why it matters: Paraphrasing helps people feel truly heard. It’s especially helpful if the client is unsure whether they’re making sense, or if their emotions are complex.
⚠️ How it might go wrong: If you repeat things word-for-word (instead of using your own language), it may sound robotic. And if you paraphrase incorrectly, the client may feel misrepresented. Always use a gentle tone and invite correction: “Let me know if I’m understanding you right…”

10. “It’s okay to feel that way.”

Normalizes emotional responses—especially ones people may feel ashamed of.
✅ Why it matters: Encourages emotional honesty and reduces fear of judgment.
⚠️ How it might go wrong: If rushed or said without real empathy, it can sound like you’re trying to move past the emotion too quickly.

Bonus Phrase: “Let me try to sum up what I’m hearing...” (Summarizing)

This phrase is useful at the end of a conversation, or after a client has shared several thoughts or emotions. You gather the key points and reflect them back briefly, to show understanding and to help the person organize their experience.

✅ Why it matters: Summarizing helps clients feel their story is coherent and meaningful. It gives a sense of structure, especially in emotionally heavy or scattered conversations.

⚠️ How it might go wrong: If your summary leaves out something important, or focuses only on what you think matters it can feel dismissive. Use phrases like: “You’ve talked about feeling tired, isolated, and unsure about what’s next. That’s a lot to hold. Did I get that right?”

🌎 You Don’t Have to Be Perfect—Just Present

Learning professional English as a second language is a brave and generous act. You are learning not just new vocabulary, but how to connect with people in crisis, across cultures, and in deeply emotional moments. That’s no small thing.

The good news is you don’t have to be perfect. These phrases are tools, not scripts. What matters most is your presence, your tone, and your desire to help. As you practice these expressions and the communication skills behind them, you’ll grow into your own voice with confidence.