关键词: 非暴力沟通；沟通能力；护患信任度；服务满意度

Abstract: Objective: To analyze the impact of non-violent communication training on the communication skills of clinical nurses, patients' nurse-patient trust and satisfaction. Methods: From October to December 2020, nurses in 6 wards of 3 specialties in a tertiary grade A hospital in Hunan province were selected for intervention subjects, and the hospitalized patients were observed. The nurses were assigned to control group and intervention group according to their wards. The control group (38 nurses) received the routine specialist training program, while the intervention group (38 nurses) received non-violent communication skills training besides the routine training. The nurses' clinical communication ability scale, patient's nurse-patient trust scale and the Newcastle Satisfaction with Nursing Scale were used for data collection. Results: After intervention, the nurses' clinical communication ability, patients' nurse-patient trust and satisfaction of the intervention group were higher than that of the control group (P<0.05). Conclusion: Non-violent communication skills training for nurses can improve nurses' communication ability, and the patients' nurse-patient trust relationship and satisfaction.

Key words: non-violent communication; communication ability; nurse-patient trust; service satisfaction