Whether through presentations, interviews, or day-to-day conversations, it is not only what you say but how you say it that determines how other people perceive you...
Seen as a key skill of modern nursing practice, communication is a continuous process in which one person interacts with another through written or spoken language, facial expressions, gestures and body language. A person’s culture determines how they express their feelings and what type of verbal and non-verbal expressions are appropriate.
Most nurses can benefit from enhancing their communication skills, and with a little effort you can learn to get your point across clearly and concisely. Apart from giving you the feeling of being in control and respected, the development of effective communication skills improves career development opportunities, enhances self-esteem and helps with stress management.
Remember that to be a good communicator and to understand what other people are communicating you need to be a good listener, and to be aware that listening is an active process. When we ‘hear’ we acknowledge the presence of sound, when we ‘listen’ we interpret and process that sound. Being a good listener is a skill that makes a big difference in how we come across to other people, whether in the clinical area, when giving presentations, in an interview or in day-to-day conversation. Good communicators are always good listeners.
Be aware of your posture and stand tall with your shoulders back and sit in an erect position. Remember that poor posture inhibits the efficiency of breathing and will make your voice sound less controlled and powerful. Avoid fidgeting, grimaces and rolling your eyes. Instead try to radiate energy, enthusiasm, competence and confidence.
If something is not clear always ask questions so that you can get more information and demonstrate your interest. Try not to use ‘why’ questions too much though because sometimes they can make people feel threatened. Instead of saying ‘why do you want to do that course? Try ‘Is there something specific that you want to achieve?’ Also remember:
• Avoid speaking when you are angry or upset. If you are faced with a potentially difficult situation try and take time out to think about how you are going to respond. Visualising the situation and working out what you are going to say will help to steady your nerves.
• When speaking try not to use qualifying statements such as ‘you know’, ‘like’ or ‘right’ and avoid ums and errs because they will make you sound less confident and definite.
• Always avoid addressing people by their first name unless they ask you to. Elderly people in particular may prefer to be addressed formally as Mr or Mrs X and this should be respected. Likewise never use forms of address such as ‘dear’, ‘love’ or sweetheart’ because it can come across as unprofessional and patronising.
• If you are an extrovert avoid monopolising conversations as this can come across as rude and annoying. Likewise introverts can come across as aloof and detached. Understanding differences in personality will help understand different conversation styles.
Remember that others may have a different conversational style from yours. Some people see asking a lot of questions as a way of gaining involvement, others make far greater use of statements. Someone who tends to make statements may feel that the person who asks questions is intrusive. Conversely if you have an enquiring style you may feel that the person who favours statements is unresponsive.
The development of effective communication can prevent many problems in the clinical area. It can improve the patient’s perception of the level of care received and also impact on the way nurses are perceived in society as a whole. Efficiency is improved and a more pleasant working environment created. Being assertive enables you to stand up for your rights by making your opinions and needs clear in a non-threatening way. Being known as an effective communicator will mean that your view is more likely to be heard and people will be more likely to seek your opinion.
Some tips for effective communication:
• Keep well informed. Keep up to date with workplace news and developments and always advise and pass on information to others.
• Give praise and support to colleagues and always remember to show your appreciation when someone has helped you out. Try and link the praise to a specific activity or quality to make it more effective.
• When giving feedback always make it constructive. Always start with a compliment then suggest ways to improve.
• Understand how people from different cultural backgrounds generally react in certain situations
• Have respect for other people’s opinions even if they differ to your own.
• Recognise and acknowledge other peoples contributions.
• Avoid getting involved in gossip - what you say may come back and haunt you.
Balzer Riley, J. (2003) 'Communication in Nursing'
Mosby
Desmond, J; Copeland, L.R. (2000) ’Communicating with Today's Patient: Essentials to Save Time, Decrease Risk and Increase Patient Compliance'
Jossey Bass Wiley.
Sully, P. Dallas, J. (2004) 'Essential Communication Skills'
Mosby