During times of crisis, communication serves as an essential component of patient care. An educational program, previously created to provide knowledge and skills to master concepts of communication, was reexamined for usefulness during the COVID-19 pandemic. Surveyed in 2020, past program participants stated that combining listening skills and concepts of emotional intelligence improved their perceived team communication. Nursing requires communication and conflict management education for effectively functioning teams, which proved paramount during the global pandemic.
As the nursing profession welcomed the American Nurses Association's "Year of the Nurse," the Eastern part of the United States was learning that COVID-19 was on our shore (Cuomo, 2020). Experienced and inexperienced nurses were faced with a global pandemic the likes of which they had never seen before. Orientations, staffing ratios, and educational classes were halted as staff prepared to face skyrocketing numbers of infected patients and, perhaps for the first time in their careers, fear for their personal health (Al-Abrrow et al., 2021;Fernandez et al., 2020;Labrague & de los Santos, 2021). Multidisciplinary communication will be a core concept in nurses' daily practice, irrelevant of experience (Soares et al., 2021), and during the height of the COVID-19 outbreak, communication measures exceeded their normal vigor as updates were occurring hourly at times. The hospital's emergency hospital incident command system, nursing administration, the multidisciplinary team, patients, families, and state and federal government were part of the daily cacophony. A 2-year survey was sent to past participants of an internal nursing communication class to evaluate if the skills taught remained relevant and if they were used during the pandemic. Would nurses who were taught communication and conflict management skills be better prepared to manage the changing conversational structures necessary during a pandemic?
BACKGROUNDA National Database of Nursing Quality Indicators survey, performed in this northeastern hospital, identified a dissatisfaction of registered nurse (RN)-to-RN interactions, which were defined as working relationships, communication, and support between nurses within a unit and throughout the institution. Efficiently working teams communicate succinctly and openly, resulting in better overall team communication and improved patient outcomes (Armstrong, 2019;Codier & Codier, 2017;Ponte & Koppel, 2015). Ineffective communication may lead to poor patient experiences, additional costs, and errors (Armstrong, 2019;Cornett & Kuziemsky, 2018;Dalal & Schnipper, 2016).An in-house review of learning and development courses found nurses were seeking available communication classes, which contained greater education on conflict management and communication skills specific to their role. Most of the attendees of these classes were advanced beginner nurses who struggled with managing the conversational landscape of their advancing roles. The advanced beg...