“In the best-known line from the movie Cool Hand Luke, the warden says, ‘What we’ve got here is failure to communicate.’ Unfortunately, communication failures in healthcare settings can result in toxic cultures, lost productivity, poor patient satisfaction, and, worst of all, harm to the patients we serve. In this brilliant book, Cheri Clancy offers a practical, effective, and no-nonsense approach to optimizing productive communication. This includes the words we choose and the attitude and body language we employ. Clancy provides constructive techniques, based on both science and real-world experience, that will help anyone be a much more proficient communicator. Healthcare leaders and those who aspire to healthcare leadership can benefit from reading this important book.”
–Joe Tye, MHA, MBA
Chief Executive Officer and Head Coach, Values Coach Inc.
Author of more than 15 books, including co-author of Building a Culture of Ownership in Healthcare
“This well-written book is a must-have tool for all members of the healthcare team. It offers readers numerous practical strategies for inspiring effective communication that will improve patient care, enhance quality, and optimize interprofessional teamwork. This book truly is the ‘antidote to practically any toxic situation’.”
–Rhonda Hough, DNP, MBA, MSN, APRN, CPNP-AC
Health System Director for Advanced Practice Providers
University of Texas Southwestern Medical Center
“Cheri Clancy’s updated book offers nurses a great communication tool set—and as we know, the ability to communicate effectively is a vital part of nursing practice. The author covers such timely topics as body language, emotional intelligence, and the patient experience—areas that are increasingly gaining recognition in the world of nursing and healthcare. I particularly appreciate the book’s format, with each chapter containing an overview, application, and summary of the most important information. Equally helpful are the practical tools Clancy includes, such as acronyms that crystalize significant points, worksheets for personal or group use, and sample scripts. This excellent resource will help any nurse in any professional setting expand her skill set for effectively interacting with peers and patients.”
–Cheryl Dellasega, PhD, CRNP
Professor, Penn State College of Medicine
Author, When Nurses Hurt Nurses and Toxic Nursing
“I cannot believe the depth, simplicity, concrete and abstract learning, and application this book offers to anyone in the working world. The remarkably helpful, straightforward guidance informs, instructs, elevates, and inspires a new dimension of working with and understanding difficult dynamics in communication and conversations. Clancy teaches us how to ‘read the field’ of communication patterns and how to repattern the field of basic relational communication. She offers directions for transforming awkward and dysfunctional communication moments into graceful and compassionate flow, leading to mutual understanding. This book took me by surprise with the comprehensive nature of the basic, yet profound, communication teaching strategies and practices, while sustaining integrity and authenticity.”
–Jean Watson, PhD, RN, AHN-BC, FAAN, LL(AAN)
Founder, Watson Caring Science Institute
Distinguished Professor/Dean Emerita, University of Colorado Denver
“The most important competencies a leader can possess are good communication skills and the ability to build relationships. Cheri Clancy has written a timely, must-read book that puts you in the driver’s seat with the best approaches for improved critical conversations.”
–Bob Dent, DNP, RN, FAAN
Senior Vice President, Chief Operating Officer, & Chief Nursing Officer
Midland Memorial Hospital
Co-author, Building a Culture of Ownership in Healthcare
“Cheri Clancy is an innovative and experienced nurse leader. She has her finger on the pulse of important contemporary nursing topics that are conducive to critical conversations. This book covers a wide variety of communication issues within the healthcare environment. Clancy strategically synthesizes the art and science of nursing while weaving in communication and leadership tips and techniques. This new edition will be beneficial to new nurses and experienced nurses alike and is a fine choice for inclusion in nursing curriculums. A must-read.”
–Mary Ann Siciliano McLaughlin, EdD, RN
Director, Accelerated BSN Program
Assistant Professor of Nursing
Frances M. Maguire School of Nursing & Health Professions, Gwynedd Mercy University
“This book is a vital read for nurse leaders, faculty, and clinical nurses. The scripts and scenarios help readers elevate their verbal and nonverbal communication to a much more effective level. Tips, tricks, and techniques provide examples and strategies to communicate proactively rather than reactively. The information is timely and essential and can be applied immediately.”
–Mary Judith Yoho, PhD, RN, CNE
System Dean of Nursing Assessment and Strategy
Herzing University
“In the second edition of Critical Conversations in Healthcare, Cheri Clancy covers all the elements of critical conversations: body language, emotional intelligence, mindfulness, coaching, social media, rounding, patient experience considerations, fostering a healthy workplace, and supporting organizational behavior and culture. Clancy’s memorable acronyms, scripted conversation examples, and easy-to-read style make this book a must-read for healthcare professionals at all levels of clinical care.”
–Nancy Edwards, MHA, MBA
Associate Director, Medical Education
Mead Johnson Nutrition
“Cheri Clancy’s book captures the essence of successful and professional communication in complex healthcare systems. She provides a memorable roadmap for nurses that is well-written, meaningful, and informative. The book has tips, real-world situations, and scripts and sidebars that enrich the content. Critical Conversations in Healthcare, Second Edition, is an essential reference for nurses who want their conversations to have meaning and impact.”
–Marie T. O’Toole, EdD, RN, FAAN, ANEF
Senior Associate Dean
Rutgers School of Nursing–Camden
“Cheri Clancy is an expert on tools to improve critical conversation skills for nurse leaders and emerging leaders. She has facilitated several Organization of Nurse Leaders of New Jersey workshops on the topic. Congratulations to Clancy on the second edition of Critical Conversations in Healthcare—thank you for giving us this valuable book.”
–Susan Cholewka, MBA
Executive Director, Organization of Nurse Leaders of New Jersey