From the staff development bookshelf: Consider nonverbal cues during difficult conversations
Staff Development Weekly: Insight on Evidence-Based Practice in Education, March 18, 2011
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Whether you are planning a confrontation or some other difficult conversation, or simply a presentation where you think you will feel uncomfortable and nervous, giving some thought beforehand to your feelings will help you plan for and control them.
Likewise, if you think about what the other person(s) will be feeling, you can plan for their reactions. Forethought and planning helps prevent "emotional hijacking" on your part and theirs. Your message has a much better chance of being communicated and received as intended.
What is the message I want to send? Plan your verbal communication:
- What you will say
- How you will say it
- How do I need to send the communication? How must I look and sound in order to be in sync with the content?
- How should my voice sound? Consider:
- Volume
- Pace
- Tone
- Inflection
- How should my visuals appear? Consider:
- Posture
- Eye contact
- Gestures
- Facial expressions
Source: Book excerpt adapted from Lead! Becoming an Effective Coach and Mentor to Your Nursing Staff by Patty Kubus, RN, MBA, PhD.
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