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Practice good communication skills to improve nurse-physician relations

Nurse Leader Weekly, June 26, 2003

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The way that you communicate with physicians can dramatically affect your relationship with them. Good listening, your approach, and body language are just a few aspects that can go a long way toward improving physician relations. Remember the following tips:

Always smile. The person you're communicating with is more likely to listen to you, Gustin says.

Be aware of your facial expressions and eye contact. You want to have an interested expression, not a worried one. You also want to maintain moderate eye contact-too little, in particular, can be perceived as evasive or untrustworthy.

Watch the tone and quality of your voice. If you speak quietly and hesitantly, you will come across as nervous. If you speak loudly and quickly, you will come across as impatient.

When it comes to speaking, most people have areas they can improve upon. Try being positive, polite, and courteous.

Some younger workers on your staff, members of "Generation Y," sometimes forget things that could improve first impressions, say experts. These include polite greetings, a neat appearance, and showing interest in the other person. You might want to consider reviewing with these staff members how they come across.

Train your staff members to use positive phrases and references to make a point. These forms of communication can show empathy, and appreciation for the other party, as well as a willingness to help. When constructing and delivering your message, try the following:

• Establish a complimentary style. Matching your body movements to the other person creates a sense of solidarity and conveys a sense of agreement with the other person.
• Use the sandwich technique. Begin and end your message with a positive statement, leaving the negative information sandwiched in the middle.

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