Читать книгу Toxic Nursing, 2nd Ed - Cheryl Dellasega - Страница 23

In this case, the nurse manager must address Gloria’s negative behavior at work, despite awareness and concerns about her personal issues. Doing so can be tricky, but it’s important to express concern about the latter while giving constructive feedback and possibly initiating disciplinary processes regarding the former. One way to do this would be for the nurse manager to set up a private meeting with Gloria to talk about some concerns she has. Offering to do this after work or giving the employee some choice, within reason, about when to meet would be a supportive gesture. In the meeting, the nurse manager might say something like this:

Gloria, I’m concerned about some negative and inappropriate comments I’ve heard you make and some of your colleagues have shared with me recently. One was about Trinda and what a “terrible nurse” she is. Another was about the hiring freeze—something to the effect that “the hospital administration just sits in their offices on their fat behinds and counts dollars.” Do you know what I’m talking about? Can you understand why I am concerned?

Then pause. Let the feedback sink in. Gloria may have any number of reactions. She may get angry or teary, deny, apologize, or stay silent. After a moment, continue:

I expect you to stop these toxic comments, and I want you to consider this a verbal warning. Do you think you can put on a more positive attitude at work?

Pause again, before continuing:

I also want you to know that I am interested in your feedback or concerns you have about policies and procedures or even your colleague’s performance, and there is an appropriate time, place, and process for that. Are you willing to share your concerns in an appropriate way?

Once again, pause. Then say something like the following:

Lastly, I want you to know that I’ve heard through the grapevine that you are going through a rough patch at home. Is there some way I can help you? Have you considered using the employee assistance program or taking a few days off? You have a lot of valuable experience, and I’d like to find a way to keep you on the unit with a healthier attitude. Let’s talk again in two or three weeks and see how things are going.

Culture change is hard work and requires trust, complex human behaviors and relationships, and a long-term commitment. In the long run, units that undergo this type of culture change will be safer, staff morale will be better, patient and family experiences will be optimal, and care will be more cost-effective.

–Beth Boynton

I think Gloria is not a person that others would be happy to work with. Her cynical and pessimistic character influences everyone in the work environment and makes the atmosphere unfavorable to fruitful work. I strongly believe that anyone who influences the work environment in this way, affecting others’ performance, should not be on the team. Before taking serious steps, however, the nurse manager should talk to Gloria about her problems and her attitude toward her superiors and colleagues. I would warn her about the unfavorable effects of her attitude on the other staff. If Gloria insists on continuing with her behavior, I would ask her to leave. I strongly believe in the importance of a harmonious work environment. It is important not only for the staff’s health but also for the patients’ safety.

–Dilek Yildirim