Introduction to Promoting effective communication skills in nursing practice

Aims

The aim of this module is to increase readers’ awareness and understanding of the role of effective communication in compassionate nursing care. The module can be used to help readers develop a more conscious style of communication, while enhancing their confidence and ability to notice and respond to patient cues.

Intended learning outcomes

After reading this module and completing the time out activities you should be able to:

• Outline the role of effective communication in the provision of compassionate nursing care.
• Discuss barriers to effective communication.
• Describe the core communication skills required in healthcare settings.
• Integrate effective communication skills into clinical practice.
• Identify individual learning requirements and recognise the need for support and/or additional communication skills training.

Introduction

Definition

Communication can be defined as a process during which information is shared through the exchange of verbal and non-verbal messages (Brooks and Heath 1985), and where people create a relationship by interacting with each other (Groogan 1999).

Communication is integral to the nurse-patient relationship and is one of the six fundamental values of nursing identified in the government’s strategy to deliver high quality, compassionate care for patients (Department of Health (DH) 2012). The policy document Compassion in Practice states that ‘communication is central to successful caring relationships and to effective team working’ (DH 2012). The Nursing and Midwifery Council (2015) highlights the importance of communicating clearly in its code of conduct, stating that to achieve this, nurses must:

• Use terms that people in your care, colleagues and the public can understand.
• Take reasonable steps to meet people’s language and communication needs, providing, wherever possible, assistance to those who need help to communicate their own or other people’s needs.
• Use a range of verbal and non-verbal communication methods, and consider cultural sensitivities, to better understand and respond to people’s personal and health needs.
• Check people’s understanding from time to time to keep misunderstanding or mistakes to a minimum.
• Be able to communicate clearly and effectively in English.

Effective communication helps vulnerable patients to cope with and make better decisions about their care and treatment (Donnelly and Neville 2008). However, maintaining effective communication in busy healthcare environments where patients are vulnerable and staff are frequently stressed requires advanced interpersonal skills, as well as an awareness of self and others.

A growing body of evidence demonstrates that it is possible to improve and develop effective communication skills with training (Maguire et al 1996, Fallowfield et al 2002, Wilkinson et al 2008, Connolly et al 2014). However, in recent years there has been a surge in complaints about care and significant failings in communication and attitudes of staff (Francis 2010, DH 2013a, 2013b, Royal College of Nursing 2013). The need to provide compassionate care is emphasised, but it is difficult to clarify exactly what it is and how it can be demonstrated in practice.

Learning points

1. Communication can be defined as a process during which information is shared through the exchange of verbal and non-verbal messages.
2. Maintaining effective communication in busy healthcare environments where patients are vulnerable and staff are frequently stressed requires advanced interpersonal skills, as well as an awareness of self and others.
3. Effective communication helps vulnerable patients to cope with and make better decisions about their care and treatment.