Effective communication is one of the five pillars of leadership identified by The Joint Commission. Nonverbal communication, such as facial expressions, gestures, and body language, account for at least 50% of overall communication. Smiling communicates warmth and openness, while a lack of smiling signals that one does not wish to be interrupted. As healthcare leaders, it is important to be aware of both verbal and nonverbal communication and to smile in order to build self-esteem, communicate positively, and meet the needs of staff and patients through polite conversation. Effective and consistent communication is critical for collaborative decision making with staff and patients, and supports safe patient care.

1.
Effective Communication
By Darlene Christiansen, Ed.D, RN, LNHA, HACP
Vice President of Synergy Enhancement
Communication is one of the five pillars within the Leadership Structure identified by The Joint
Commission. Failure to communicate effectively can negatively impact patient safety. How we,
as healthcare leaders and staff, communicate with our patients will influence patient
outcomes. Does our communication delivery promote open communication paths with our staff
and our patients?
Communication is more than the spoken word. Gestures, facial expressions, body language, and
voice intonations are powerful subtle communications. We often use these communicators as
part of our everyday communication. Estimates vary, but experts agree that at least 50 percent of
our communication is nonverbal. Since our communication habits have been formed by years of
experience, we may be communicating messages that are not only unintended but also unknown
to us because they have become a part of our unconscious behavior. Therefore, it is good
practice to periodically consider how we communicate, both verbally and nonverbally.
It is important to remember that when you communicate you are also receiving communication
from others. This process goes on between you and employees and between you and patients or
other customers. Understanding the process allows you to better understand what is received and
to communicate your message more effectively and accurately.
Let’ think about facial expression. This is the most obvious expression to everyone. Smiles
communicate warmth, openness, and a willingness to communicate. When we are busy and
don’t wish to be interrupted, we usually don’t smile. The message is generally clear to all we
meet and that message is “don’t bother me.”
Leaders and managers should be especially careful how they present themselves to staff and
patients. A smile will build your own self-esteem as well as communicate a positive impression
to staff and patients. Often we fail to smile because we think it invites time-consuming
conversation when we are busy. It is important to remember that, as servant leaders, meeting our
staff and patients’ needs comes before meeting our own needs. Conversation can be terminated
politely, and many times, after only a few minutes, we can solve problems and build
goodwill. By adopting a more positive nonverbal expression (smiling or concerned look as
appropriate to the situation) you are more likely to receive the person’s true message.
Effective communication and consistency in verbal and nonverbal communication is particularly
important as we work to establish a collaborative, collective, decision-making process with our
staff and patients. Research has demonstrated the criticality of effective communication
processes in the informed consent process. Remaining open to the speaker does not mean
compromising your own views but rather that their views are as important as yours. Effective
communication strategies support safe patient care.