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FROM OUR TEAMS
Crucial Conversations for Unit Administrative Assistant

By Shelley McKenzie, MBA, BSN, BS, RN

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Acrucial conversation is a discussion where the stakes are high, such that emotions run strong and opinions greatly differ. These conversations oftentimes involve a sensitive or difficult topic that can significantly impact relationships, teamwork or outcomes.
These conversations require effective communication strategies involving active listening, preparation and a purposeful approach to ensure they lead to productive and positive results rather than conflict or misunderstanding.
As the Unit Administrative Assistant (UAA), mastering crucial conversations is essential when communicating with patients, families and other healthcare providers with the sincere intention of resolving conflicts and guiding behavior changes.
Here are some key strategies to effectively manage or dissolve a difficult conversation:
  • Create an environment of mutual respect where everyone feels valued and respected, even with differences in opinion.
  • Be aware of subtle signs such as facial expression, tone of voice and posture that may hint at disrespect or disdain.
  • Look out for words that are sarcastic, defensive or shutting down.
  • Have your facts ready to be presented instead of hearsay, so there is no room for misinterpretation and disbelief.
  • Be sure to understand your feelings and be empathetic to others' feelings.
  • Allow the other person to complete their statement with little to no interruption before offering your response. Also, be willing to consider their viewpoints and adjust your understanding even if you disagree with them.

We hope you use these strategies provide guidance with your crucial conversations.