Critical Conversations in Healthcare, Third Edition

Critical Conversations in Healthcare, Third Edition, provides scripts and scenarios to facilitate better, more effective communication in healthcare settings.

Critical Conversations in Healthcare, Third Edition (Physical)
SKU: 978-1-64648-193-4
Critical Conversations in Healthcare, Third Edition (EPUB)
SKU: 978-1-64648-194-1
Critical Conversations in Healthcare, Third Edition (PDF)
SKU: 978-1-64648-195-8

Regardless of position or title, healthcare professionals from the bedside to the boardroom will discover Critical Conversations in Healthcare as a complement to enhance competency and purpose in managing communication to promote ‘win-win’ results.

Martin S. Manno, PhD, RN, NEA-BC, CEN
Associate Chief Nurse, Medical Center Education and Library Services
Corporal Michael J. Crescenz VA Medical Center

Cheri Clancy’s Critical Conversations in Healthcare is a superb and inclusive primer on the importance of communication skills for practicing nurses. It is a wonderful resource on conversational know-how in healthcare.

Joan Kearney, PhD, APRN, FAAN
Professor and Chair, Yale University School of Nursing

Critical Conversations in Healthcare is a book that will facilitate meaningful discourse leading to better patient care and careers characterized by impactful and meaningful conversations.

Marie O’Toole, EdD, RN, FAAN, ANEF
Professor & Senior Associate Dean for Academic and Faculty Affairs
Camden School of Nursing, Rutgers University

Have you ever wished for help finding the right words when you are midway through another difficult conversation with a colleague, manager, or patient? The third edition of Critical Conversations in Healthcare features do’s and don’ts, reflective questions, and practical tools to help you improve your on-the-job interactions. Whether you are new to the bedside or CEO of a major healthcare facility, this fully revised third edition will show you how to:

  • Communicate mindfully
  • Interpret body language
  • Deal with gossip and harassment
  • Address workloads and management styles
  • Overcome conversation traps
  • Improve the patient experience
  • Work with frustrated families, angry physicians, and uncooperative colleagues


  • Chapter 1: The Importance of Effective Communication in Healthcare
  • Chapter 2: Body Language Exposed
  • Chapter 3: The Emotionally Intelligent and Emotionally Competent Nurse
  • Chapter 4: Mindful Conversations
  • Chapter 5: Mind Over Matter
  • Chapter 6: Impromptu Scripting, Phrasing, and Acronyms
  • Chapter 7: Interprofessional Coaching Conversations
  • Chapter 8: Improving Patient Experience
  • Chapter 9: Fostering a Healthy Workplace Environment
  • Chapter 10: Organizational Culture and Behavior
  • Chapter 11: On Social Media
  • Chapter 12: Conclusion
  • Appendix A: Sample Rounding Template
  • Appendix B: Develop Your Own AIDET Worksheet


  • Chapter 1: The Importance of Effective Communication in Healthcare
  • Author Bio

These free downloads are available at the Sigma Repository.


Cheri Clancy, MSN, MS, RN, NEA-BC, CPXP, is the founder of Cheri Clancy & Associates, LLC, a coaching and training firm that uses hard sciences as a catalyst for soft-skill leadership development. In addition to presenting, coaching, and consulting, Clancy leads the client experience department at Bayada Home Health Agency.