To be a successful healthcare provider, clinical nurse or nurse leader, you need exceptional communication skills—and you need to be able to use them during high-stress situations.
Why Is Communication Important in Nursing?
Having good communication skills is essential to collaborating on teams with your fellow nurses and colleagues from other disciplines. It’s also important to patient-centered care.
Nurses who take the time to listen and understand the concerns of each of their patients are better prepared to address issues as they arise, resulting in better patient outcomes.
On the other hand, poor communication, or lack of communication in healthcare, can lead to patients misunderstanding directions and failing to follow treatment protocols. It can also lead to workflow breakdowns on the team, resulting in a medical error. A report by the Joint Commission found that poor communication in healthcare during patient transfers contributed to 80% of serious medical errors.
Additionally, patients who have established an open and secure dialogue with a nurse or healthcare provider are more likely to disclose the true extent of their symptoms. Healthcare communication competency offers a primary means for establishing a trusting, collaborative relationship with patients and families. Interpersonal communication skills influence the quality of decisions made, as well as the level of patient motivation to follow treatment protocols and achieve desired clinical outcomes.
Effective Communication Skills for Nurses
For nurses, good communication in healthcare means approaching every patient interaction with the intention to understand the patient’s concerns, experiences, and opinions. This includes using verbal and nonverbal communication skills, along with active listening and patient teach-back techniques. Below, we explore 10 communication skills that are important for nurses.
1. Verbal Communication
Excellent verbal communication is key. Aim to always speak with clarity, accuracy, and honesty. It’s also important to know your audience and speak appropriately according to the person’s age, culture, and level of health literacy. If you are feeling stressed out or frustrated, be aware of your tone of voice and don’t let these emotions leak into your patient interaction. You can:
- Encourage patients to communicate by asking open questions like, “Can you tell me a bit more about that?”
- Avoid condescending pet names like “honey” or “sweetie” and instead use the patient’s first name or name of choice.
- Speak in clear, complete sentences and avoid technical jargon.
2. Nonverbal Communication
Using elements of nonverbal communication—such as facial expressions, eye contact, body language, gestures, posture, and tone of voice—is also essential in creating rapport. Simply smiling can go a long way. You can also:
- Show interest in what the patient is saying by maintaining eye contact and nodding your head.
- Smile, but don’t stare.
- Sit down when you can, and lean forward to show you’re engaged.
- Use nonthreatening body language that conveys openness.
3. Active Listening
“Active listening” means listening in order to understand the other person’s experience. The highest and most effective form of listening requires complete attention and engagement. This skill is important not only for clinical nurses but also for nurse executives and other healthcare providers as a tool for building trust and commitment with their staff. Active listening includes both verbal and nonverbal communication skills. For example:
- Nod your head, but never interrupt.
- Lean forward and maintain eye contact to let the person know you’re engaged.
- Include minimal verbal encouragement, such as “I understand,” and “go on.”
4. Written Communication
Written communication skills are also essential for effective nurse-to-nurse communication. As a nurse, you will be responsible for creating and updating the patient’s medical record. It is critical that the medical record is accurate and current so your patients can receive the best care possible. Also, remember to protect patient confidentiality. Some tips:
- Make notes immediately following patient care so you do not forget anything.
- Write legibly and clearly, using simple language.
- Be sure to note accurate dates and times.
5. Presentation Skills
Effective presentation skills are most applicable during “handover”—when you are transferring patient care to another nurse or other healthcare providers. These skills will also help you demonstrate your knowledge and expertise clearly in a variety of workplace settings, such as presenting at conferences, participating in job interviews, giving case reports to physicians, and more. It’s a good idea to:
- Plan out your presentation and practice.
- Pay attention to both your verbal communication and body language.
- Add visuals to your presentation for a better explanation.
- Understand your audience and know what they want and need from the presentation.
6. Patient Education
Nurses are in charge of most of the communication between the healthcare team and patients. This includes informing patients and family members of health conditions, diagnoses, treatment plans, and medication protocols. This skill is especially important for family nurse practitioners who work with patients and families to provide health and education counseling.
Patients teach-back is an effective communication strategy where providers ask patients to repeat the information back to them. This method improves patient understanding and encourages adherence to care instructions. Poor understanding of information can cause patients and their family members to feel anxious or become defensive. For example, you can say:
- “We’ve gone over a lot of information. Now I’d like you to repeat it back to me to make sure you remember everything.”
- “Can you repeat the instructions for taking this medicine back to me?”
- “Let’s review what we just discussed. Can you explain it to me in your own words?”
7. Making Personal Connections
It’s important to get to know the person behind the patient. Patient-centered relationships are critical in helping patients feel safe and comfortable. Creating meaningful connections with patients can improve outcomes and trust. Some ideas:
- Spend a couple of extra minutes every day with each patient getting to know them.
- Find out a fun fact about each patient.
- Show interest in their lives and share stories of your own.
8. Trust
It’s important for healthcare professionals to inspire trust in patients by listening actively and taking every complaint and concern seriously. Building trust takes time. Healthcare settings are scary for some patients. It’s important to make them feel as comfortable as possible.
Trust is something that nurse educators and leaders should also cultivate as they work to develop the next generation of nurses. To inspire trust, nurse leaders and educators should:
- Always tell the truth.
- Share information openly.
- Be willing to admit mistakes.
9. Cultural Awareness
You will likely work with people every day who come from a wide range of social, cultural, and educational backgrounds. Every patient and coworker is unique, and it’s important to be aware and sensitive. For example, gauge the patient’s fluency with English and grade your vocabulary accordingly or bring in a translator if necessary and possible. With trans and gender nonbinary patients, be sure to use their preferred name and pronoun.
10. Compassion
Conveying compassion is an essential communication skill in healthcare. Studies show that compassion can assist in prompting fast recovery from acute illness, enhancing the management of chronic illness, and relieving anxiety.” You can deliver compassionate nursing care by putting yourself in the patient’s shoes and understanding their needs and expectations.
How to Overcome Communication Barriers in Nursing
Sometimes the message sent is not always received the way it was desired. Communication barriers in nursing result in weak patient-nurse interactions and relationships. To overcome these, we must first understand the types of communication barriers that nurses face. In the article “Communication and Language Needs,”. Three common communication barriers in nursing: physical, social, and psychological.
Physical Barriers
The environment in which you communicate with a patient can make a huge difference in effective communication. Busy, loud, and distracting settings can increase patient stress. To create a safe and comfortable environment, try closing doors, opening blinds, and mitigating outside noises whenever you can.
Social Barriers
Social barriers include differences in language, religion, culture, age, and customs. Understanding each patient’s cultural background can help nurses avoid prejudice and communicate clearly. It’s a good idea to tailor your communication strategies depending on the patient’s age, as well.
Psychological Barriers
Anxiety and stress are psychological barriers, as are dementia and other cognitive conditions. To help reduce their influence, it helps to take extra time to listen, empathize, and be supportive. Such psychosocial care has been proven to improve patient health outcomes and quality of life.
Nurses may also need to overcome their own psychological barriers. Speaking to patients and family members about death, disease, and other sensitive topics can be distressing. Many nurses experience feelings of anxiety when discussing patient medical needs and conditions.
REFERENCES
- The Joint Commission. “Joint Commission Center for Transforming Healthcare Releases Targeted Solutions Tool for Hand-Off Communications.” Joint Commission Perspectives 32, no. 8 (August 2012): 1, 3. https://pubmed.ncbi.nlm.nih.gov/22928243/.
- Agency for Healthcare Research and Quality. “Use the Teach-Back Method: Tool #5.” Last reviewed September 2020. https://www.ahrq.gov/health-literacy/quality-resources/tools/literacy-toolkit/healthlittoolkit2-tool5.html.
- Chen, Cassandra Siyun, Sally Wai-Chi Chan, Moon Fai Chan, Suk Foon Yap, Wenru Wang, and Yanika Kowitlawakul. “Nurses’ Perceptions of Psychosocial Care and Barriers to Its Provision: A Qualitative Study.” The Journal of Nursing Research 25, no. 6 (2017): 411–418.
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JOHN NOORD
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