Successful Nurse Communication. Safe Care, Healthy Workplaces, & Rewarding Careers

Title Page Copyright Dedication PREFACE CONTRIBUTORS TO “CONFIDENTVOICES” FEATURES REVIEWERS ACKNOWLEDGMENTS TABLE OF CONTENTS INTRODUCTION Part I Developing Successful Nurse Communication Chapter 1 Communication and Behavior A VISION OF SUCCESSFUL NURSE COMMUNICATION A BEHAVIORAL APPROACH TO COMMUNICATION COMMUNICATION STYLES AND TYPES MODELS OF COMMUNICATION VARIABLES THAT AFFECT COMMUNICATION Chapter 2 Emotional Intelligence MODELS OF EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE IN NURSING Chapter 3 Respectful and Effective Listening WHY LISTENING IS VITAL LISTENING STYLES STAGES OF LISTENING BECOMING A RESPECTFUL LISTENER GRRRR: A MODEL FOR GREAT LISTENING RECEIVING FEEDBACK Chapter 4 Assertiveness WHY ASSERTIVENESS IS VITAL SBAR MODEL I-STATEMENTS PROVIDING FEEDBACK Part II Why Successful Nurse Communication Is Critical Chapter 5 Patient Safety DEFINING PATIENT SAFETY A BRIEF HISTORY OF PATIENT SAFETY PRIMARY ORGANIZATIONS INVOLVED IN PATIENT SAFETY SENTINEL EVENT STATISTICS ROOT CAUSE ANALYSIS ADDRESSING SENTINEL EVENTS WITH COMMUNICATION Chapter 6 Patient Experience THERAPEUTIC RELATIONSHIPS PATIENT EXPERIENCE MOTIVATIONAL INTERVIEWING Chapter 7 Respectful Workplaces TYPES OF ABUSIVE AND DISREPECTFUL BEHAVIOR STUDYING A PERVASIVE PROBLEM ABUSIVE AND DISRESPECTFUL BEHAVIOR FROM PATIENTS CHANGING ABUSIVE BEHAVIOR USING RESPECTFUL COMMUNICATION Chapter 8 Managing Stress and Strategies for Self-Care SELF-CARE THE DEMANDS OF NURSING AND STRESS COMBATING STRESS WITH SELF-CARE AND COMMUNICATION Part III Organizations and Successful Nurse Communication Chapter 9 Understanding Organizational Culture THE SIGNIFICANCE OF ORGANIZATIONAL CULTURE TYPES OF ORGANIZATIONAL CULTURES EXPLICIT AND IMPLICIT RULES IN ORGANIZATIONAL CULTURE Chapter 10 Collaboration and Team Development HEALTHCARE TEAMS STAGES OF TEAM DEVELOPMENT TEAMBUILDING STRATEGIES HIERARCHY AND TEAMWORK Chapter 11 Complex Adaptive Systems COMPLICATED VERSUS COMPLEX SYSTEMS A PARADIGM SHIFT TO COMPLEXITY SCIENCE UNDERSTANDING COMPLEX ADAPTIVE SYSTEMS MAJOR PROPERTIES OF COMPLEX ADAPTIVE SYSTEMS THE COMPLEXITY OF NURSING WORK Chapter 12 Change Agents, Quality Improvement, and the Learning Organization NURSES AS CHANGE AGENTS QUALITY IMPROVEMENT THE LEARNING ORGANIZATION CULTURE CHANGE HONORING NURSES OF THE PRESENT Part IV Successful Nurse Communication in Action Chapter 13 Diversity, Inclusion, and Dignity DIVERSITY AMONG HEALTHCARE CONSUMERS AND WITHIN NURSING DEVELOPING A POSITIVE ATTITUDE TOWARD DIVERSITY CULTURAL COMPETENCE BEING OPEN TO DIVERSITY AND CREATING A CLIMATE OF INCLUSION RANKISM AND DIGNITY Chapter 14 Health Information Technology and Digital Communication HEALTH INFORMATION TECHNOLOGY DIGITAL COMMUNICATION Chapter 15 Preparing for Leadership PREPARING NURSE LEADERS LEADERSHIP COMPETENCIES LEADERSHIP MODELS IN NURSING LEADERSHIP STYLES FUNDAMENTALS OF DELEGATION CONFLICT MANAGEMENT Epilogue: From Theory to Practice INDEX