NUR 674 GCU Strategies to Manage Crucial Conversations Discussion


Describe effective communication strategies to manage crucial conversations. What part does communication play in the management of a work team that is diverse in gender, culture, and generation? Discuss a time in your professional life when a leader exemplified effective communication strategy in one of the above situations. Some communication strategies that were mentioned in the book include: effective listening, awareness of nonverbal communication, management of stress and emotional intelligence (Roussel, Thomas, & Harris, 2023). Often people listen to respond and are not actively listening but coming up with their response in their head; leading to a response that may not be appropriate and can ultimately lead to conflict. In order to communicate what is needed as a leader it starts with being actively engaged while listening, having eye contact, reiterating what is being said and asking more questions before answering if necessary. Next would be recognizing and responding to nonverbal communication cues. Often somebody’s body language can differ from what they are saying, as an effective leader you should be able to recognize this and be willing to question what their true motives or feelings are. They actually may be grateful for this, as they may be too afraid or embarrassed to tell you their true feelings. Lastly, possibly the most important communication strategy is displaying emotional intelligence. This is something that is difficult to do but necessary as an effective leader especially during crucial conversations. It is very difficult to keep feelings and emotions out of these types of conversations because we are human, however, it is important to remain professional and try to keep to the facts. Allowing emotions to take over will lead to inappropriate responses and unnecessary escalations rather than the resolution of the conflict. The five components of emotional intelligence include self-awareness, self-regulation, internal motivation, empathy and social skills (Morgan, 2021). It is important to be curious, courageous and compassionate as a leader. In any work force, especially in healthcare, there will be a mix of gender, culture, and generations. Diverse groups can lead to issues due to differing work ethics, beliefs/values, communication approaches, and biases. Because of these differences communication is crucial in ensuring that the differences do not lead to harassment, mistrust, unintentional offense, and unclear intentions. Communication barriers will make it difficult to address problems but communication is the only real answer as long as it is done effectively and in a way that all parties are receptive to. As long as respect is communicated too, diversity in the workplace should bring benefits and not barriers to the team. An example that comes to mind is a situation that I recently witnessed during my preceptorship last week. A young new graduate nurse who was one week off training came to my preceptor (their nurse manager) and confided in her that she felt like she was being bullied and targeted by one of the older senior nurses. She said that she felt he was always putting her down, made her feel stupid and even made her clock out but stayed so he could “educate her” and even called her once while she was at home to “educate her some more”. She began crying and felt very stressed and it was even affecting her sleep on her days off. She said she had confided in other nurses who said that “oh that is just how he is” he cannot handle stress well and does not know how to be constructive with his criticism. She said she felt unable to tell him how he made her feel because he was a very senior nurse and she just started. My nurse manager listened respectfully and acknowledged and validated her feelings. She then talked to the other nurse about his behaviors and how he was making the other nurses feel. He was very surprised and taken back on this and did not even realize what he was doing or that his approach was wrong. He honestly thought he was doing her a favor and enjoyed teaching. Now this could have gone two ways; he could have taken it wrong, but thankfully he took it just fine. I think this was so by the way my preceptor handled the situation. Instead of berating him for his actions and automatically believing the new grad, she listened to both sides first and laid it out in the open in a safe space and let both respond. In the end both parties felt much better and have come to say that working with each other has much improved. ReferencesMorgan, J. (2021). 5 Components of Emotional Intelligence. LinkedIn.… Roussel, L., Thomas, P., & Harris, J. (2023). Management and Leadership for Nurse Administrators. Jones & Bartlett Learning.

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