I work all over the hospital floors, so I encounter different unit cultures and know nearly every floor nurse in the hospital (minus L&D) and most ancillary staff that comes to the bedside (phlebotomy, RTs, transporters, dietary, even a few rad techs and primarily outpatient HCW like EEG). I have been corrected on policy/procedure, had actions suggested to me, been told what's within the nursing role and not. And I've done the same to others. I *think* I'm well-liked--although I could be wrong--based on people's demeanors when interacting with me and based on the fact that I've been told a few times by a various people (unsolicited) that if they were in the hospital, they would want me caring for them. It's the biggest compliment I've ever received from co-workers. In a recommendation for grad school, one nurse manager wrote that I make working "fun" with my "positive attitude and sense of humor."
That said by way of preamble, there is one and only one nurse that makes me bristle. I reported off to her recently, and I began trying to figure out *why* she makes me bristle. Is it me? Am I being too sensitive? Or is she really bristle-worthy?
She's a newer nurse of less than one year, and, based on what limited interaction I have with her because she works the opposite shift and we only do hand-offs, I think she is a conscientious, thorough nurse with good communication with her patients.
The problem comes in with communication to her co-workers, regardless of role. She is a good advocate, but in advocating, she makes people defensive rather than collaborative. When providing "suggestions" or making requests, there is a tone, a body language, that makes me feel defensive. I don't like feeling defensive. I heard her on the phone with a colleague from another role and it was obvious that she also made him feel defensive. When she talks to the unit secretary, the secretary's face hardens with the briefest of acknowledgements regarding the request. When she says hello to the CNAs, they don't even break a smile and look away almost immediately.
No matter. The whole interaction last evening rolled off my back, but it got me to thinking about communication among colleagues in a more general way. I'd like to get your thoughts on it.
There are a lot of threads around here about communication between colleagues. Some responders seem to advocate ignoring brusqueness and tone at all times and tell the OP to grow a thicker skin. Some responders seem to suggest that if one is otherwise a good nurse, that a difficult communication style be forgiven. Then, there are some that will defend against any type of communication style that's less than Pollyanna with NETY and bullying.
As in many things, I'd like to posit that the answer is somewhere in between. Healthcare is one of the most team-oriented environments of any profession. Effective communication is vital to keep the gears moving and to facilitate on-going collegial relationships. Given the importance of communication in our work, it often doesn't make sense to me when someone here will defend, without question, the actions of unpleasant people that an OP works with. Granted, we only hear one side of the story...
I've seen quite a few good communicators in nursing that each time I've thought, "She's the best I've ever seen." Recently, I met someone who is absolutely perfect for her role that upped the ante. Another nurse and I were talking about her simply extraordinary communication skills, and the other nurse remarked, "That woman could fire me, and somehow I would feel good about it. She's that good."
Not everyone is an extraordinary communicator, but when it comes down to it, and even moderately pleasant communication style CAN get the job done AND be somewhat "easy" for the one on the receiving end of correction/feedback. It's not an either/or proposition. I also feel that communication which makes one defensive is ineffective and puts too much onus on the receiver to sort out their gut reactions in order to react appropriately...so much so that the very important message can get lost, learning is impeded, and a collaborative relationship is not achieved.
What's your perspective on this novella I just wrote? Looking forward to your ideas and thoughts. Specific examples to illustrate your point would be helpful.
