Chapter 2: Professional Communication

Chapter 2: Professional Communication

Identification: AMBP020v2019c02
Expiration Date: December 31, 2023
Credits (Post Test and/or Evaluation Required)
Available until 12/31/2023
  • 1.40 - CH

Standard: $10.00
Members: $0.00


Continuing Education Instructions and Disclosure Information:

  • Contact hours available until 12/31/2023.

Requirements for Successful Completion:

Complete the learning activity in its entirety and complete the online CNE evaluation. You will be able to print your CNE certificate at any time after you complete the evaluation.

Faculty, Planners, and Authors Conflict of Interest Disclosure:

  • There are no disclosures to declare

Commercial Support and Sponsorship:

  • No commercial support or sponsorship declared

Accreditation Statement:

  • This educational activity is jointly provided by Anthony J. Jannetti, Inc. (AJJ) and AAACN.
  • Anthony J. Jannetti, Inc. is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.
  • AAACN is a provider approved by the California Board of Registered Nursing, provider number CEP 5366.

Learning Outcome:

  • After completing this learning activity, the learner will be able to apply communication techniques and models that support the establishment and maintenance of therapeutic relationships with patients.

Learning Engagement Activity:

  • Active listening is an important part of effective communication. Reflect on two previous patient encounters - one that you thought went well and one that did not go as planned. What part did active listening play in the success of the interaction?

Note - only CE Evaluations are available online.

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Chapter 2: Professional Communication

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Anne Dworak
1/3/20 5:15 pm

Well done and nice reminder of how important communication is in the work we do every day as ambulatory care nurses.

Janet Matthews
6/27/21 10:41 am

Good content on professional communication.

Tiffany Pryor
5/4/22 8:16 pm

Active listening is so critical in telephone triage. Multiple times a day I receive calls with highly anxious patients whose thoughts are racing even faster than their words. Deciphering the intent for the call sometimes isn't done until several minuted into a chaotic rant. Their ability to communicate is hindered often by fear, anger, frustration and sometimes even loneliness with a desperation to talk to anyone who will listen. I recall a particular call from a patient in her 90s with a simple request for a medication refill. She was delighted to hear a friendly and cheerful voice still available near 5pm, and she went on and on about how happy she was someone was still in the office. Although it took literally moments to fulfill her refill request, I stayed on the line for 14 minutes because I assessed she was alone and possible experiencing isolation and depression. Instead of filling the order, moving on to the next call and one step closer to quitting time, I was able to arrange social services to visit her and find additional resources to keep her engage. Months later, each time she calls and hears my voice, so thanks me over and over again for hearing and listening to her message and not only her words. Regretfully, the active and engaged listening in the world of telephone triage is not always well received by patients. This is especially true when assessing patients who suffer from addiction. The empathy and pauses used often get mistaken for judgement or sympathy for their situation, and harsh words are sometimes passed to the nurse. In these cares, I try to remember the valuable lesson from my 90-year old patient: listen to the message, not just the words.