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Author: Antoinette Gmeiner, RN, PhD
Effective communication is the essence of nursing practice in providing quality patient care and interaction with staff. The nurse, as a member of the multi-professional health team, utilizes a goal-directed approach to promote, restore and maintain health. Facilitative communication remains an integral part of this process.
This course covers concepts of communication theory in terms of definition, function and purpose. How it relates to information and messages people seek to convey to each other is also examined.
Course objectives include:
• Delineate the process of facilitative communication.
•Differentiate between verbal and nonverbal communication.
• Outline issues that may affect therapeutic nurse-client communication.

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Authors: Mary Ann Evans, RN, BS, MS and Shelda L. Shank, RN, BSN, PHN
This course will focus on various types of criticism and techniques used for coping. The information will be applicable to any health professional or supervisor who feels susceptible when criticized. It applies to all areas of practice because criticism is experienced in all levels of the healthcare industry.
Course objectives include:
• Enumerate some of the myths associated with the realities of criticism.
• List three methods to cope positively with criticism.
• Name some of the various types of criticism and techniques used for coping.

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Author: Marilyn Fuller Delong, MA, BSN, RN
Health care systems are facing rapid changes, moving from a fee-for-service environment to managed care. These changes are impacting nurses in all arenas, eliminating current jobs and creating new opportunities in managed care. Nurses must take a critical look at their current positions and determine what their contributions will be to improve the system of care. Those who prosper will maintain a high level of learning, commitment, flexibility and tenacity.
Course objectives include:
• Define managed care.
• Describe the importance of case management and clinical pathways to the managed care process.
• Define the role of the nurse as it relates to managed care.

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Author: Marilyn Hanser, RN, BSN, MA
current trends in the delivery of health care services are changing rapidly. As nurses leave the traditional hospital environment to find employment in various settings, many lines of authority are erased. Nurses at all levels are often expected to lead the change efforts, coming up with innovative ways to solve both old and new problems. In order to function effectively in these new environments, it is critical for nurses to understand the changing role of leadership, organizational development and the role of ethics in the leadership process.
Course objectives include:
• Define characteristics of various leadership theories.
• List contemporary issues in organizational development.
• State several characteristics of total quality management (TQM).

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Authors:Carolyn Mikanowicz, RN, PhD
Shelda Shank, RN, BSN, PHN
Communication is a key tool that must be used to elicit cooperation among
health professionals in the delivery of health services. The purpose of this
course is to provide healthcare professionals with a comprehensive overview
of communication strategies that will assist in their daily work and
personal environments. Various types and models of communication are
discussed as well as practical strategies for improving interpersonal
relationships. Clinical environments with healthcare professionals who
share respectful communication show enhanced patient outcomes.

Course objectives include:
• Define communication and list the basic types of human communication.
• Name sources of conflict between healthcare professionals.
• Outline the role that gender plays in styles of communication.

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