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LEARNING KEY SKILLS IN NURSING MANAGEMENT References Donaldson, M. C. (2007). Nego- tiating for dummies (2nd ed.). New York: Wiley Publishing. Feldhahn, S. (2009). The male factor: The unwritten rules, misperceptions, and secret beliefs of men in the work- place. New York: Crown Business. Hahn, J. (2009). Effectively manage a multigenerational staff. Nursing Management, 40(9), […]

Identify and use the appropriate method (in person, phone, voice mail, text, e-mail, letter) for your communications. Tools for Communicating Effectively 1. Identify and use the appropriate method (in person, phone, voice mail, text, e-mail, letter) for your communications. 2. Evaluate your communication skills in various situations. Think of ways to improve. 3. Practice using

Be prepared when you deliver your message. The best-crafted message, delivered by the appro- priate medium can misfire by a sender who fails to listen carefully, avoids responding out of fear of consequences, or undermines the message with qualifiers, such as “I don’t know if you’re interested.” (For more information on communicating effectively, see Sullivan,

COMMUNICATING EFFECTIVELY 129 Enhancing Your Communication Skills Communication skills can be learned. Suggestions to improve your communication skills are shown in Table 9-3. To communicate effectively, first consider your relationship to the receiver (e.g., boss or patient). Then craft your message. Be clear about your goal in your mind so that you can com- municate

Manager’s Checklist The nurse manager is responsible for: ● Mediating conflict in a timely manner ● Knowing organizational policies and procedures that support staff decisions ● Allowing open and complete discussion of the problem ● Actively listening to both participants ● Using assertive communication to facilitate problem solving Place Your Order Here!

Josie informs Dr. Welborne that his earlier behavior is unacceptable. Within a few minutes, he apologizes to Josie and asks to speak with Susan. He also apologizes to Susan. Josie and Susan discuss the incident and ways Susan can help diffuse similar situations in the future. As with Dr. Welborne, Josie indicates that Susan’s behav-

LEARNING KEY SKILLS IN NURSING MANAGEMENT 2. Through delivery: • Be enthusiastic. • Speak clearly and forcefully. • Make one point at a time. • Do not tolerate interruptions. 3. By listening: • Listen for facts. • Pay attention to emotions. • Listen for what is not being said (e.g., body language, mixed messages, hidden

TABLE 9-3 Improving Communication 1. Consider your relationship to the receiver. 2. Craft your message, including your goal and how to answer responses. 3. Decide on the medium based on your relationship, the content, and the setting. 4. Check your timing. 5. Deliver your message. 6. Attend to verbal or written responses. 7. Reply appropriately.

Four ways that generate power are: 1. With words: • Use the other person’s name frequently. • Use strong statements. • Avoid discounters, such as “I’m sorry, but . . . ?” • Avoid clichés, such as “hit the nail on the head,” “goes without saying,” “easier said than done.” • Avoid fillers (such as

COMMUNICATING EFFECTIVELY 127 Propp and colleagues (2010) found that two processes were critical to ensuring collabora- tion with physicians and other members of the health care team. These were ensuring quality de- cisions and promoting team synergy (see Table 9-3). Developing a collaborative practice model, nurses can build their credibility with physicians and enhance the