Experience shown to affect communication skills of nurse case managers

A quantitative study investigated nurse case managers' perceptions of their own communication skills used in client teaching. Using surveys based on the conceptual framework of Heron's six-category intervention analysis, data were collected from 40 nurse case managers in 4 organizations. Results show that nurse case managers with more than 5 years of experience perceive themselves to be more skilled in facilitative communication categories than less experienced case managers. Overall the less experienced study participants ranked themselves higher in authoritative communication skills. Facilitative skills are associated with helping clients become self-reliant and responsible for their care; therefore these skills are essential for effective case management. The study findings suggest additional training is needed for nurse case managers in the use of communication skill options.