Question

Jenna Wright is a new graduate nurse eagerly anticipating her first day of work. She has been hired as a nurse in the surgical intensive care unit (ICU) of a large hospital and was selected for a 6-month residency program for new nurses offered by the hospital.

Jenna reports to her new nursing unit early on her first day. She waits in the nurses’ station for her assigned preceptor, Betty Jones, who has 20 years of nursing practice experience. Betty was chosen by the unit manager to be Jenna’s preceptor because of her communication skills and effective mentorship. Betty is familiar with the “first-day jitters” common with new nurses, so she also arrives a little early and meets Jenna at the nurses’ station. Betty walks directly to Jenna, smiles, and greets her: “Hi, you must be Jenna. I’m Betty, and I will be your preceptor during your residency. I have worked on this unit for the last 5 years and find I really enjoy the challenge of the surgical ICU.” Jenna smiles shyly and nods her head, “I am so excited to be here. . . . It’s great to finally be starting out, no longer a student. . . .” Betty laughs and nods her head, “Oh yes, I know. Students are fun to have on the unit, but I also know there are limits on what they can do. Getting to spread your wings and learn this new role can be very exciting, and we want you to be excited. We want you here and we are going to work really hard to get you oriented to the unit and help you get your ‘feet on the ground.’ We have a great team of nurses on this unit and we expect a lot of each other. We want you to be a part of that team and to learn and grow in the position. After all, that helps all of us, right? So let’s find a place for your things and then we will go to report. You know, I think there is another new nurse working in the medical intensive care unit. Let’s see if we can arrange to have lunch with her and her preceptor.”

Case Analysis

In this small conversation, Betty demonstrates different attributes of effective communication. From her experience, she knows that new nurses are uncertain about themselves and their place in a new workplace. By approaching Jenna directly, Betty creates the first contact needed to begin the acculturation process for new members to the unit. She indicates acceptance of Jenna’s uncertainty and uses inclusive language with Jenna, stating that she and the other nurses on the unit welcome a new member. Betty also acknowledges that Jenna is at a legitimate professional transition point, from student to nurse, and she provides Jenna with some information about unit culture and expectations. Betty is also thinking about Jenna’s further needs, such as introductions to other staff members, especially another new nurse who might become a social support for Jenna in the future. Betty uses verbal and nonverbal communication strategies (inclusive language, smiling, head nodding) to indicate to Jenna that she is hearing Jenna’s message, accepts her as a new member of the team, and is willing to support Jenna while she learns a new culture and grows into professional practice. In addressing the cultural expectations of teamwork and collaboration, Betty is communicating to Jenna the cultural norms for behavior and attitude that will be the foundation of her successful transition to the surgical ICU.

Question 1

What paralinguistic messages did Jenna send upon arrival to the unit even before speaking with her preceptor? Explain your response.

Question 2

As described in the case analysis, Betty has used effective verbal and nonverbal communication techniques in welcoming Jenna to her new position. What do you think is a critical factor in determining whether this communication accomplishes its goal of making Jenna feel welcomed and supported?

Answer 1

Question 1

Any form of non-verbal communication that makes use of certain gestures, eye contact, and facial expressions is called paralinguistics. It may also involve body language, tone, and pitch of the voice. It is highly important for understanding the message sent and provide important cues regarding emotional or psychological state of the person concerned.

Some of the paralinguistic messages that Jenna may send upon arrival to the unit even before speaking with her preceptor are:

• Excitement

Her facial expressions, eye movements, and gestures can be a sign of being excited on being on the new job.

• Shyness

Along with excitement, her body language and tone of voice can also indicate that she is feeling shy to meet her new colleagues and join the new social circle.

• Stress

First day jitters is a part and parcel of any new job and hence it is quite normal to be anxious and jumpy.

• She also conveys the non-verbal message through her dress, through which onlookers get the information regarding the social role she is going to play from now on.

Question 2

Betty used effective verbal and nonverbal communication techniques in welcoming Jenna to her new position. She has efficiently communicated with Jenna to feel the warmth and support from her side. Her communication skills, both verbal and non-verbal, have helped to accomplish this task. Betty arrived early and greets Jenna with a warm welcoming smile, which itself is an important aspect of initiating effective communication. She also uses inclusive language so that Jenna feels welcomed into the new work place. She also shows the support by suggesting that Jenna is very much going to be a part of their team and everyone is going to work really hard to get Jenna oriented into the unit and help her with her progress. She also suggests that the whole team will stand by her through her learning process and growth. In addition to this, Betty is also concerned about Jenna’s further needs and introduces her to other members of the staff as well as a new recruit who might become social support for her in the future. Betty is also keen on providing support to Jenna in cultural expectation and collaboration.

Along with verbal communication, Betty’s non-verbal cues like smiling and nodding are quite welcoming, warm, and hospitable that is really important for Jenna’s successful transition.