Jason Barber N362 Communication Discussion Questions Scenario: Michael Wong, RN, BSN, graduated from nursing school

6 months ago and has been working as a staff nurse at a busy outpatient urgent care center since that time. He is finally feeling more confident in his role and realizes that he is making a difference in the quality of nursing care provided at the center because of his focus on patient education. However, Michael still has to ask the other nurses for assistance with performing some procedures that are not routinely performed in the center, which is somewhat uncomfortable for him because he has heard comments from other staff nurses belittling his baccalaureate nursing education. One day, when he asks one of the more experienced, associate degree nurses to help with a procedure he has not performed before, she responds, Don't they teach you anything in nursing school or are you just lazy?

How should Michael respond to the other nurse? This is very likely to be a scenario some of us might soon find ourselves in as new nurses. Michael should not take it personally and respond as a professional nurse should, professionally. He should approach the more experienced nurses in a way so as to let them know that he doesnt feel superior to them (a stereotype they might have) and values their knowledge and experience. He should also let them know that he is just trying to be the best nurse he knows how to be and that process involves learning from those with experience. Giddens states, The importance of effective collaboration and coordination to quality care and patient safety cannot be overemphasized (Giddens, p. 421, 2012).

Describe techniques for dealing with verbal conflict that Michael should use. Conflicts can be interpreted by people in different ways. Some may see conflict as a direct threat to themselves and then associate that conflict with negative behaviors and events. Cherry and Jacob state that there are some benefits of conflict that include, recognizing talents and innovative abilities, identifying an outlet for expression of aggressive urges, introducing innovation and change, diagnosing problems or areas of concern and establishing unity (Cherry & Jacob, p.402, 2011). Of the conflict resolution styles listed in Cherry and Jacob on page 403, Michael could use the compromise resolution. This conflict resolution style allows him to be assertive while allowing individuals to participate in mutual give and take. He can offer to teach or help fellow nurses in other areas that he might be better at or have more education in return for them helping him. What positive communication techniques can Michael use to help improve the relationship with the associate degree nurse? Cherry and Jacob list positive communication techniques as developing trust, using I messages, establishing eye contact, keeping promises, expressing empathy, using open communication, clarifying information, being aware of body language, and using touch (Cherry & Jacob, 2011). Michael can use the positive communication technique of expressing empathy. He needs to be able to mentally place himself in the associate degree nurses shoes to better understand the person and the emotions or feelings they may be feeling. Understanding why they feel the way they do is the first part to better communicate with each other and to create a sense of understanding.

My use of positive communication techniques includes developing trust (between myself and the patient, families, and staff), establishing eye contact (as a sign of respect growing up for me), keeping promises (and not making promises I cant keep), expressing empathy (although this is not always easy), clarifying information (one of the most important communication techniques to have as a nurse, especially as a nursing student), and being aware of my body language (made more aware of during mental health nursing classes). Negative communication techniques that I sometimes find myself using include blocking (answering in generalized terms because of being uncomfortable or unknowledgeable of the answer) and conflicting messages (stressed body language not matching stated happy mood). My most common negative message sent through my body language is one of conflicting messages. Im attentive to the patient while they are talking to me but my body language doesnt always match. I sometimes am focused on how I should look or act (telling myself to not cross my arms or appear uninterested) instead of just focusing on the patient and their needs. These negative messages sometime lead to a misinterpretation by the patient as seeing me as uncaring or uninterested, both of which are untrue. I will continue to work on improving my negative body language by recognizing it sooner and correcting it. Eventually, this type of negative communication will not be a part of my clinical communication techniques.

Cherry, B. & Jacob, S. (2011). Contemporary nursing: Issues, Trends and Management (5thed). St. Louis: Elsevier. Giddens, J. (2012). Concepts for nursing practice. St. Louis: Elsevier.