This book provides scripts and scenarios to facilitate better, more effective communication in healthcare settings. Chapters feature do s and don ts, reflective questions, and practical tools to help you improve your on-the-job interactions. Whether you are a new nurse at the bedside or the CEO of a major healthcare facility, this fully revised second edition will show you how to work with frustrated families, angry physicians, and uncooperative colleagues, deal with gossip and harassment, successfully address workloads, management styles, and other tricky subjects, improve the patient experience, overcome conversation traps.

Preceded by: Critical conversations : scripts & techniques for effective interprofessional & patient communication / Cheri Clancy. 2014.

The importance of effective communication in healthcare -- Body language exposed -- The emotionally intelligent and emotionally competent nurse -- Mindful conversations -- Mind over matter -- Impromptu scripting, phrasing, and acronyms -- Interprofessional coaching conversations -- Improving patient experience -- Fostering a healthy workplace environment -- Organizational culture and behavior.