N108: Transition to the Registered Professional Nurse Role Study Guide outcome is the development of integrative solutions that goes beyond an individual vision to a productive resolution that could not be accomplished by any single person or organization. Effective collaboration within nursing and with other health care professionals to achieve higher quality outcomes in an increasingly interdependent health care delivery system continues to grow in importance. Case management in healthcare incorporates interdependent and collaborative arrangements between the client and healthcare provider to ensure cost-effective quality care. Nursing case management is a dynamic and systematic collaborative approach to provide and coordinate health care services to a defined population. Nurses are well suited to the role of case manager, because the functions of case management closely follow the framework of the nursing process (assessment, planning, implementation, and evaluation). Case management as a process broadens this framework and incorporates additional components, such as patient identification or case selection, resource identification, advocacy, coordination, monitoring, and evaluation of care, data collection and analysis, and documentation of multiple outcomes, including cost, quality, and client status. 3.8 Communication Techniques • Clear communication: The message must be specific, direct, and without any slang or culturally specific words so that a person who has never worked with you can clearly understand just the facts. • Positive approach and perspective: Focus on the solutions to the problem and not on fault finding. • Recognition and accommodation of diversity: Be open and willing to listen to all points of view. • Active listening: Hear the facts and listen for feelings and values while looking for nonverbal cues. • Assertiveness: This involves expressing yourself with respect to others and often promotes their leadership, which is a power base. • Aggressiveness: This involves expressing oneself without regard for another person’s situation. Emotional Intelligence The theory of emotional intelligence provides a framework to think about all of the non-technical skills needed to be a good nurse. It’s often described as the potential to feel, use, communicate, recognize, remember, describe, identify, learn from, manage, understand, and explain emotions. Emotional intelligence is made up of four basic abilities: • Self-awareness: The ability to read our own emotions and recognize their impact while using gut feelings to guide decisions. • Self-management: The ability to control our own emotions and impulses and adapt to changing circumstances.