| Ineffective nursing communication occurred at | | | | present, you don't miss valuable cues about the |
| one hospital as illustrated in the following | | | | person's thoughts and feelings -- cues that help |
| example: A patient complained that no one had | | | | you meet people's needs exceptionally well. |
| been in all night to check on her. The Patient | | | | The pivotal skill of presence doesn't take more of |
| Relations Rep went to find out if that was true. | | | | your time. It makes every moment of |
| She found out that the patient's nurse had in fact | | | | connection with the patient precious so your |
| been into the room four times, doing things for or | | | | caring comes across loud and clear. |
| to the patient each time. Four times! The | | | | Tips for Practicing Presence |
| nurse had been there physically and felt caring, | | | | - Take a deep breath. Bring your attention to |
| yet the person who was the patient didn't feel | | | | the present moment. |
| she received any quality contact or caring from | | | | - Physically shift to a posture of presence. Place |
| the nurse. | | | | your legs evenly on the floor. Open your |
| Nurses are caring. It's a given. Yet, in today's | | | | palms. Face the person fully. Aim your heart at |
| pressured work environment of endless | | | | theirs. |
| multi-tasking and multiple priorities, they run the | | | | - Lean in. |
| risk that their caring may not come across | | | | - Tune in. |
| effectively to the patients and families they | | | | - Smile and make eye contact. |
| serve. Connection to their caring mission can | | | | - Open your ears, eyes and heart. Listen to the |
| fade because of the stress of endless to-do lists | | | | person's thoughts and feelings. |
| and intense workloads. This is anxiety-provoking | | | | - If you become distracted, take notice and tell |
| for patients and draining for nurses and the | | | | yourself to return your focus and caring to the |
| organization. | | | | person in the present moment. |
| Clearly, spending more time with patients isn't the | | | | |
| answer. The fact is, unless barriers are removed | | | | NOT Being Present: The Signs |
| and staffing and processes improved, there is no | | | | - Eyes wandering; looking away |
| more time for nursing communication. Any | | | | - Maintaining eye contact, but not really listening |
| suggestion that nurses should spend more time -- | | | | - Doing something else while someone is talking to |
| time that they don't have-is maddening and | | | | you |
| breeds resistance to improvement strategies. | | | | - Chatting with a coworker while customer is |
| Therefore, it's helpful to focus not on the quantity | | | | waiting |
| of time nurses spend, but on the quality of that | | | | - Allowing interruptions by any and all people or |
| time with their patients and families. The | | | | calls |
| challenge is to make certain that their caring | | | | - Allowing an important interruption without |
| comes across to the people they serve during | | | | excusing yourself and explaining |
| the precious time they do spend with them. | | | | - Acting tired, bored or distracted |
| So how can nurses make certain that their caring | | | | - Looking at your watch |
| is felt by patients and families during the precious | | | | - Interrupting the person talking |
| time they spend with them? | | | | - Turning your back without apologizing or |
| If I could advance one skill in nursing | | | | explaining |
| communication that would create breakthroughs in | | | | - Walking away with no explanation or goodbye |
| the patient experience and job satisfaction, it | | | | Help your team enhance nursing communication |
| would be the skill of "presence." This learnable | | | | through the pivotal practice of presence. Ask |
| skill involves controlling your attention so the | | | | them to experiment with a small number of |
| person on the receiving end feels like the center | | | | patients and family members. Then set a date |
| of your universe during the precious moments | | | | to discuss the results. |
| you have with them. The payoffs: Patients | | | | The Impact Is Amazing |
| feel your focus and caring, you connect with | | | | In my experience working with teams who have |
| them, and your work becomes more | | | | focused on the practice of presence, I have seen |
| meaningful. When you practice presence, the | | | | how energizing it is for the staff and how healing |
| patient feels important -- that they are your sole | | | | it is for patients and families -- when nursing |
| focus. They also feel like your soul focus. This | | | | communication is grounded in the nurse's caring |
| helps them feel supported, less anxious and they | | | | presence. |
| actually heal faster. Also, when you are fully | | | | |