A harmonious and respectful workplace environment is crucial in nursing. Dismantling workplace hostility and incivility not only promotes better patient care but also enhances job satisfaction and overall well-being. In this blog post, we’ll explore five practical tips and two case scenario examples that will help you to create the nurturing and supportive workplace that we all deserve.
1. Promote Open Communication: Encourage open and honest communication among team members. Establish regular channels for sharing thoughts, concerns, and ideas. Whether through team meetings, suggestion boxes, or digital platforms, ensuring that every nurse’s voice is heard fosters a culture of respect and collaboration. This approach helps prevent misunderstandings and allows issues to be addressed promptly before they escalate into hostility.
2. Lead by Example: Leaders in nursing have a pivotal role in shaping workplace culture. As a leader, model the behavior you want to see in your team. Demonstrate respect, empathy, and active listening. When leaders prioritize civility, it sends a clear message to the entire staff that such behavior is expected and valued. Address any instances of incivility swiftly, reinforcing the commitment to maintaining a positive environment.
3. Provide Conflict Resolution Training: Equip nurses with the skills to manage conflicts effectively. Offer workshops or training sessions that teach techniques for de-escalation, active listening, and constructive feedback. When nurses know how to navigate disagreements in a respectful manner, they contribute to a healthier work atmosphere and better patient outcomes. These skills also extend to interactions with patients and their families.
4. Establish a Zero-Tolerance Policy: Clearly outline a zero-tolerance policy for workplace hostility and incivility. Ensure all staff members are aware of the policy and its consequences. Consistently enforce the policy without exceptions, sending a strong message that negative behavior will not be tolerated. Transparency and accountability are crucial for maintaining a safe and respectful environment.
5. Foster a Culture of Appreciation: Recognize and celebrate achievements, no matter how small. Acknowledge the hard work and dedication of your nursing team regularly. Feeling appreciated boosts morale and creates a positive atmosphere where individuals are less likely to engage in hostile or uncivil behavior. Consider implementing an employee recognition program or even just expressing gratitude during team meetings.
Eliminating workplace hostility and incivility in nursing requires a collective effort from all team members, supported by strong leadership and a commitment to positive communication. By following these five tips—promoting open communication, leading by example, providing conflict resolution training, establishing a zero-tolerance policy, and fostering a culture of appreciation—we can create the respectful and nurturing workplace environment that nurses truly deserve. This not only enhances job satisfaction and mental well-being but also ultimately results in improved patient care.
Here are some examples of how these strategies can turn a seemingly negative environment into a positive and productive one:
Resolving Tension on a Busy Nursing Unit
Initial Situation: It’s a particularly busy day on the nursing unit. The patient load is high, and the pressure is mounting. Nurse Sarah and Nurse Alex are assigned to work together on administering medications and attending to patients’ needs. However, tension quickly builds as they both have different approaches to prioritizing tasks, leading to a clash of opinions and frustration.
Negative Interaction: Sarah: (frustrated tone) Alex, we need to administer Mr. Johnson’s medication right away. He’s been waiting for over an hour.
Alex: (defensive) I know, Sarah, but I’m trying to help Mrs. Smith with her wound dressing. It’s a priority too.
Sarah: (irritated) Well, Mr. Johnson’s medication is also a priority. We can’t keep patients waiting.
Alex: (agitated) I understand that, but Mrs. Smith’s wound is infected. We can’t just leave her in pain.
Applying Conflict Resolution Strategies:
Step 1: Active Listening Sarah: (taking a deep breath) Alex, I understand that Mrs. Smith’s wound needs attention. I apologize for coming across so strongly. Let’s try to find a solution together.
Alex: (calmer) You’re right, Sarah. I also didn’t mean to dismiss Mr. Johnson’s needs. It’s just been so overwhelming today.
Step 2: Sharing Perspectives Sarah: I think if we communicate with the charge nurse, we might be able to get some help with Mr. Johnson’s medication while we attend to Mrs. Smith.
Alex: That’s a good idea. Maybe we can explain the urgency of both situations and see if there’s anyone available to assist.
Step 3: Finding Common Ground Sarah: We both want to provide the best care for our patients. I know we have different tasks, but we can work together to ensure everyone’s needs are met.
Alex: You’re right, Sarah. I appreciate your willingness to collaborate. Let’s talk to the charge nurse and figure this out.
Positive Resolution: After their discussion, Sarah and Alex approach the charge nurse and explain the situation. The charge nurse assigns another nurse to help administer Mr. Johnson’s medication while Sarah and Alex attend to Mrs. Smith’s wound. The patients’ needs are met promptly, and both nurses feel relieved that they found a solution.
Reflection: By applying conflict resolution strategies such as active listening, sharing perspectives, and finding common ground, Sarah and Alex were able to turn a tense situation into a positive resolution. Their willingness to communicate openly and collaborate demonstrated their commitment to patient care and teamwork. In the end, the unit’s atmosphere improved, and both nurses were reminded of the importance of working together, especially during busy and challenging shifts.
Transforming Frustration into Collaboration:
Initial Situation: The nursing unit is short-staffed due to unexpected absences, leaving the remaining staff overwhelmed and stressed. Nurse Supervisor Lisa notices tension among the nursing staff as they struggle to manage their workload. She decides to address the situation proactively.
Negative Interaction: Nurse A: (exasperated) I can’t believe we’re dealing with this again. It’s impossible to provide proper care when we’re so short-staffed.
Nurse B: (agrees) Yeah, and it seems like nothing is being done about it. It’s really frustrating.
Applying Conflict Resolution Strategies:
Step 1: Approach with Empathy Supervisor Lisa: (calmly) I can see that everyone’s feeling the pressure today. I understand how challenging it can be when we’re short-staffed.
Step 2: Encourage Open Communication Supervisor Lisa: If you’re comfortable, can you share specific instances where the staffing shortage has caused problems? I want to understand the issues you’re facing so we can address them.
Step 3: Offer Support and Solutions Supervisor Lisa: I hear your concerns, and I share them too. Let’s work together to find temporary solutions for today. We can redistribute tasks or prioritize certain responsibilities to ensure patient care doesn’t suffer.
Positive Resolution: The nursing staff begins to openly discuss their challenges, sharing specific instances where the staffing shortage has impacted patient care. Supervisor Lisa actively listens and takes notes. Together, they come up with a plan to redistribute tasks, prioritize patient needs, and communicate effectively. Lisa also contacts the nursing administration to request temporary assistance from float nurses or agency staff.
Follow-Up: Over the course of the shift, the team collaborates closely, checking in with each other and providing support. The presence of additional staff members helps ease the workload, and patient care remains a top priority. By the end of the shift, the nursing staff feels grateful for Lisa’s intervention and appreciates the collaborative effort that helped them navigate a challenging day.
Reflection: In this scenario, Supervisor Lisa’s assertive and empathetic approach effectively diffuses the initial frustration among the nursing staff. By creating a space for open communication, offering solutions, and taking concrete actions, Lisa demonstrates her commitment to supporting her team. The positive resolution not only addresses the immediate challenges but also reinforces the importance of effective teamwork and communication during difficult times.
With these above-mentioned strategies and an understanding of conflict resolution skills, everyone can equally play a part in creating a healthy workplace!
Best Wishes!
Damion
