Written by Jodi Zielinski, RN
Effective and accurate communication skills are an important part of the nursing profession. Nursing can be a high-stress environment, so understanding how to communicate effectively is essential. Communication is also important for ensuring that patients understand and are prepared for their care, which in turn, provides better outcomes for each patient.
Types of effective communication and how to use them
Verbal communication
The most common form of communication used by most professions is verbal communication. Always ensure you speak clearly, accurately, and honestly. If you do not know the answer to something do not make it up, state something along the lines of, “That’s a great question, I will speak to someone and get back to you.” Try to know the audience you are speaking to and speak appropriately to that person, including age, health literacy level, and culture.
Avoid using nicknames such as honey and sweetie. Always ask how that person would like to be addressed.
Ask open-ended questions, avoiding yes and no questions. Examples would be, “Tell me more about that” or “Can you elaborate on how that feels?” This encourages open communication and can help patients feel like you are interested in their thoughts and concerns.
Try to speak clearly, and avoid using too many medical terms.
Nonverbal communication
Nonverbal communication can be just as important as verbal communication when interacting with patients. The tone of voice, facial expressions, body language, eye contact, gestures, and posture are all important parts of nonverbal communication.
Maintaining eye contact when listening and speaking to patients lets them know you’re focused on what they are saying. Nodding during the conversation also helps people feel like you are following and interested in what they are saying.
Try to get on their level, sit at the bedside, or at least lean into the conversation, arms uncrossed, communicating open body language can help people relax and open up as well.
When communicating with other medical professionals it is important to use closed loop communication to avoid errors and misunderstandings. An example of this would be the following:
The doctor comes into a room where you are assessing a patient who is short of breath and has an oxygen saturation of 87%, c/o of chest pain 8/10. The doctor enters the room and verbally orders you to place the patient on 2LNC of oxygen and start a peripheral IV line and give 5mg IV push morphine. You would say back to the provider “Dr, you would like me to place this patient on 2L oxygen via nasal canula, insert a peripheral IV, and give him 5mg morphine IV push is that correct?” Then you would wait for the provider to look at you and say yes to ensure you heard them correctly and are both on the same page, leaving little to no room for any errors.
Written Communication
Written communication skills are important as well. Teaching and charting are also important in maintaining effective communication.
If possible, try to write any needed notes as soon as patient care is completed. This helps you remember exactly what was done and how it affected the patient.
Write clearly and use simple, yet professional language.
Always ensure correct times and dates in notes.
When using written communication to educate patients, ensure it is legible, detailed, and appropriate. Many facilities have prewritten, and facility-approved education materials for you to review and educate your patients with.
Personal Connections
It is important to let others know that you are interested in their needs. This goes a long way in most relationships, including nurse to patient, nurse to nurse, nurse to provider, and nurse to family!
Spend a few minutes with patients, trying to get to know a little about them—hobbies, family dynamics, career, fun facts, etc.
Learn about your co-workers and patients. This helps break down barriers in people who may have completely different lives and backgrounds. When discussing things, you may find common ground to build on, or possibly find new interests you may not have ever thought of looking further into.
Always be honest and professional, listen completely to what others have to say, and don’t interrupt. Consider their concerns and complaints, take them seriously, and try to put yourself in their shoes. This might help you gather a more complete understanding of their fears and concerns. Communication is an integral role in the medical profession and should be at the forefront of all we do, every day in our practice.