By Rose O. Sherman, EdD, RN, NEA-BC, FAAN
When I conduct our leadership workshops, I always listen to leaders’ new observations about the content delivered, especially in communication. A growing number of nurse leaders now report concerns about paraverbal communication in their teams.
Paraverbal communication is the way you say something. This includes the tone of your voice, volume, pitch, and cadence. Gallup researchers have found that 38% of what others understand and perceive comes from your paraverbal communication. When used thoughtfully, paraverbal communication can help us to convey emotions, clarify points, and engage our audience more effectively. In the workplace, it can help enhance understanding between colleagues, strengthen interpersonal relationships, and reduce miscommunications.
- A young new graduate asks a question during a bedside shift report. The nurse she is receiving the report from answers in a loud, quick, snarky tone. The new graduate lowers her eyes, clearly intimidated.
- A charge nurse asks a question of a Patient Care Assistant. Her tone of voice is accusatory, as if she already knows the answer rather than seeking to learn more about what happened.
- A new graduate comes to her manager loudly complaining in an emotional voice that her preceptor is a bully and is stressing her out. The whole unit hears the accusation.
- A new nurse manager gives employees feedback in a very direct, unemotional tone. In the next all-employee survey, the staff members reported that their manager was unapproachable and uncaring.
- Two staff members are arguing about their political viewpoints. Neither seems to realize that they are beginning to scream at each other in front of their colleagues.
The interesting thing about the examples given is that when the manager spoke with the staff involved, they had little insight into how their words landed on others. For some, getting feedback on their paraverbal communication was a first for them. Yet without this feedback, we can’t identify our communication patterns and ways to improve. It is not just what we say but how it is said that significantly impacts your transmitted message.
Helping staff hone their paraverbal skills has become more complicated in a world where more and more communication is done via text, email, or social media. Paraverbal communication is a crucial workplace skill we need to help staff with. Conscious use of vocal cues like tone, emphasis, and pacing improves understanding, relationships, and communication impact.
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