Nurses sometimes find themselves in tense situations with patients or coworkers. Emotions are likely to run high among patients, their family members and even colleagues, not to mention that certain illnesses and medications can cause patients to be more aggressive. Despite these challenges, nurses must remain calm and keep the lines of communication open during such encounters.
One of the best ways to develop the skills needed to communicate effectively with patients is through higher education. Pursuing a degree like the online Registered Nurse (RN) to Bachelor of Science in Nursing BSN program from The University of Texas at Arlington (UTA) helps nurses become effective healthcare facilitators and communicators.
Why Does Communication Matter?
While the clinical duties of nursing are essential, communication is instrumental as well. In a healthcare system that focuses on patient-centered care, the ability to form trust with the patient — typically via effective communication — is key. This foundation allows nurses to develop rapport with the patient and more easily relay information while also proving beneficial in easing patient anxieties and defusing tense situations.
Patients are usually more willing to cooperate and receive information from a nurse they trust. Research shows that taking steps to further engage patients — for example, through deeper communication and the resulting formation of trust — led to improved health outcomes, healthier behaviors and lower care costs. Patients’ perception of care may also be influenced by the quality of communication with their healthcare providers.
Communication Tips
Through UTA’s online RN to BSN program, nurses learn specific strategies that are helpful in coping with difficult situations. However, here are five additional tips for communicating during tense situations and maintaining lines of communication critical to the nurse-patient relationship:
- Take Note of Personalities
Each patient will have a unique personality, mannerisms and cultural background. While some will be quiet and reserved, others may naturally be animated and lively. The same goes for the patient’s friends or family members who may be there. When first evaluating the patient, take note of these characteristics. Paying close attention at the beginning can help you determine if this is their natural demeanor.
- Hear the Patient Out
Patients need to know that their feelings and wishes are heard. Sometimes simply letting the patient share their feelings can offer the shortest path to relieving a stressful situation.
- Remove Distractions
Distractions can come in many forms. Family members, friends and even other patients can negatively affect an already-tense situation, undermining your efforts to keep things calm and communicate with the patient. Do not hesitate to remove these individuals from the room. Ideally, they will leave upon a firm request, but calling security may become necessary.
- Call in Backup
If you cannot get a tense situation under control, call for backup. Sometimes just stepping back from the situation and letting a coworker step in can afford you a chance to reboot, breathe and gather your thoughts. Depending on the facility where you work, there may be social workers or patient advocates who can offer a different approach to which the patient may be more receptive. Collaborating with others in these circumstances can prevent further escalation.
- Talking It Through
Due to the constant interactions with patients, staff and other members of the public, nurses should prepare for tense or emotional situations. Nurses must be able to de-escalate these situations and communicate with all involved through a planned narrative.
Looking to Your Future as a BSN-prepared Nurse
Nurses can practice and sharpen their communication skills through the online RN to BSN program from UTA. Develop your leadership and collaboration abilities through courses and unique work experiences. Students can complete the program in as few as nine months and be prepared to communicate in tense patient situations.
Learn more about UTA’s online RN to BSN program.
