"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