Improving employee communication in the clinical setting. A nurse's perspective.
1. Integrating public relations techniques with clinical competence promotes employee satisfaction (and appreciation). 2. Described techniques improve the employee's clinic interaction, perception of the nurses' understanding care, and involvement in the treatment. 3. Nurses should incorporate the service industry's "tricks of the trade" to deal with dissatisfied employees. These include point of impact intervention, blameless apology, and broken record.
Zimmermann
Polly Gerber
PG
Department of Nursing, Harry S. Truman College, Chicago, IL, USA. pzimmermann@ccc.edu
D002983:Clinical Competence / Q000592:standards*; D003142:Communication; D006801:Humans; D024802:Nurse's Role; D009723:Nurse-Patient Relations; D009785:Occupational Health Nursing / Q000458:organization & administration*; D017060:Patient Satisfaction; D011641:Public Relations; D017749:Total Quality Management / Q000458:organization & administration; D017132:Workplace / Q000523:psychology