"Regardless of position or title, healthcare professionals from the bedside to the boardroom will discover Critical Conversations in Healthcare as a complement to enhance competency and purpose in managing communication to promote ‘win-win’ results." –Martin S. Manno, PhD, RN, NEA-BC, CEN Associate Chief Nurse, Medical Center Education and Library Services Corporal Michael J. Crescenz VA Medical Center "Cheri Clancy’s Critical Conversations in Healthcare is a superb and inclusive primer on the importance of communication skills for practicing nurses. It is a wonderful resource on conversational know-how in healthcare." –Joan Kearney, PhD, APRN, FAAN Professor and Chair, Yale University School of Nursing Have you ever wished for help finding the right words when you are midway through another difficult conversation with a colleague, manager, or patient? The third edition of Critical Conversations in Healthcare feature do’s and don’ts, reflective questions, and practical tools to help you improve your on-the-job interactions. Whether you are new to the bedside or CEO of a major healthcare facility, this fully revised third edition will show you how to: · Communicate mindfully · Interpret body language · Deal with gossip and harassment · Address workloads and management styles · Overcome conversation traps · Improve the patient experience · Work with frustrated families, angry physicians, and uncooperative colleagues TABLE OF CONTENTS Chapter 1: The Importance of Effective Communication in Healthcare Chapter 2: Body Language Exposed Chapter 3: The Emotionally Intelligent and Emotionally Competent Nurse Chapter 4: Mindful Conversations Chapter 5: Mind Over Matter Chapter 6: Impromptu Scripting, Phrasing, and Acronyms Chapter 7: Interprofessional Coaching Conversations Chapter 8: Improving Patient Experience Chapter 9: Fostering a Healthy Workplace Environment Chapter 10: Organizational Culture and Behavior Chapter 11: On Social Media Chapter 12: Conclusion Appendix A: Sample Rounding Template Appendix B: Develop Your Own AIDET Worksheet