 July 2004 Newsletter ********************************************** IN THIS ISSUE: The Leading Edge-Delegation Techniques for Nurses Employees Matter-Providing Internal Customer Service News You Can Use-How to Stop Workplace Bullies Just for Fun-You Know You're a Nurse When... *************************************************************************** *************************************************************************** WORKFORCE 21 TOOL KITS ARE 15% OFF UNTIL AUGUST 1 The Workforce 21 tool kit is a "meat and potatoes" program developed to help you learn how to find, select and keep top quality staff. It is possible to reduce turnover to lower than the national average...in a short period of time! The kit includes a Manual/Workbook, 6 videotapes, 6 CD's and 6 Cassettes of Clint's live seminar, plus a Proven Solutions cassette set and In Charge cassette set on nursing leadership. Also included are the Manual/Workbook on CD's, 200 BMG buttons and 2 copies of Team Basics, a book outlining strategies for team success. *************************************************************************** Quick Tips No matter what the task, the tips below should help you achieve success in the delegation process. Place yourself in their shoes. Make sure you consider the abilities and skill set of those doing your work. Then, set your expectations accordingly. Be there. More than likely, employees are going to have questions and will need clarification. Be available to check their work, and remember to show support and appreciation. Look back. Take time and review the progress of delegated tasks. When you initially delegate the duty, write the date on your calendar. Then, check on the progress of that task thirty or so days later. Is the person able to do the task independently now, or does he or she still need guidance? This will help you clarify directions, review deadlines, or reassign tasks, if necessary. *************************************************************************** *************************************************************************** The Art of Delegation *************************************************************************** Whether you know it or not, your co-workers can save you precious time and resources by performing some of the various tasks, tests and treatments that are a normal part of your workday. Certainly, when management and highly skilled healthcare professionals delegate, they are better able to give their attention to more pressing matters, and in the long run, they will become more productive. Certain tasks, such as making copies or filing paperwork are fairly cut-and-dry, and therefore easy to delegate. However, when it comes to nursing delegation, the stakes are much higher. Nursing service administrators and staff nurses must all maintain accountability and ensure that the delegation process is implemented safely and effectively to produce positive health outcomes. *************************************************************************** Get in the Know *************************************************************************** First and foremost, it's critical that you're aware of your state's guidelines when it comes to delegating functions to unlicensed personnel. You can research your authority to delegate by requesting a copy of the Nurst Practice Act from your state's board of nursing, or by visiting the National Council of State Boards of Nursing, (http://www.ncsbn.org/) which has information for most states' Nurst Practice Acts. *************************************************************************** The Five Rights of Delegation *************************************************************************** The Five Rights of Delegation, as identified in the National Council's "Delegation: Concepts and Decision-making Process" should serve as a reference guide when delegating nursing functions. 1. Right Task Every task must be scrutinized. The delegating nurse should make an individualized assessment of the patient and determine what (if any) tasks can be delegated. 2. Right Circumstances Will you be available for questions? Is the person performing the task confident and competent? Being able to answer these types of questions is key-the nursing process and decision to delegate must be based on careful analysis of the patient's needs and circumstances. 3. Right Person This directly correlates to your state's laws. Along with ensuring that the person is competent to do the task, you'll want to make sure that he/she can legally perform it. It's also important to remember that the nurse who delegates the task is the one who is ultimately responsible. 4. Right Direction/Communication Give a clear, concise description of the task, including its objective and your expectations. It's important to show as well as tell-demonstrate the way things should be done. Then, have your employees show you what you have just shown them. This should clear up any misunderstandings before they have a chance to become a problem. 5. Right Supervision Ensure that the proper evaluation, intervention, and feedback are provided. Also, try to anticipate possible worries of the person to whom you've delegated. Here are some common fears your employees or teammates may have: * I will make a mistake because I am unskilled or inexperienced. * I will succeed and have to carry a larger load. * I will not get credit for all of my efforts. *************************************************************************** The Decision is Yours *************************************************************************** It is inappropriate for employers to require nurses to delegate when, in the nurse's professional judgment, delegation is unsafe and not in the patient's best interest. In those instances, the nurse should act as the patient's advocate and take appropriate action to ensure provision of safe nursing care. (Source: National Council of State Boards of Nursing) *************************************************************************** "The more alternatives, the more difficult the choice." -Abbe' D'Allanival *************************************************************************** *************************************************************************** Getting Tough On: Workplace Bullying *************************************************************************** Many people think of bullying as something that only happens to young school children on the playground. While bullying is indeed a childish behavior, the reality is that it occurs in the adult world as well. In fact, one recent study estimates that approximately one in six U.S. workers has directly experienced destructive bullying in the past year. *************************************************************************** A Serious Issue *************************************************************************** If employers think that workplace bullying isn't a big deal or doesn't have any effect on productivity, they can think again. It's estimated that employees who are bullied waste between 10 and 52 percent of their time at work. Research shows they spend time defending themselves and networking for support-and this time does not include the sick leave taken due to stress-related illnesses. When it's all said and done, the negative effects of a workplace bully are felt all across the board. So what does it mean or feel like to be bullied at work? One of the top authorities-the Workplace Bullying & Trauma Institute-has compiled a list of experiences that often occur to bullied individuals (this list is not meant to be inclusive). *************************************************************************** You Know You Are Bullied At Work When: *************************************************************************** (experiences outside work) * you feel sick the night before the start of your workweek. * your family demands that you to stop obsessing about work at home. * you feel ashamed of being controlled by another person at work and keep the matter from your spouse and/or family. * your favorite activities and fun with family are no longer appealing. * you begin to believe that you provoked the workplace cruelty. (experiences at work) * you attempt the obviously impossible task of doing a new job without training or time to learn new skills but that work is never good enough for the bully. * surprise meetings are called by the bully with no results other than further humiliation. * others at work have been told to stop working, talking or socializing with you. * you constantly feel agitated and anxious, experiencing a sense of doom, waiting for bad things to happen. * no matter what you do, you are never left alone to do your job without interference. * people feel justified screaming or yelling at you in front of others, but you are punished if you scream back. *************************************************************************** You Know You're Being Bullied...Now What? *************************************************************************** Once you've recognized that you are in fact being bullied, you must take action. Take note of the strategies below: * Tell the bully that his/her actions are unacceptable. Never be apologetic when you do this-it's not your fault, nor should you be sorry. Be firm. For example, you could say "You do not have the right to treat me this way." "Those are inappropriate comments-I'm not going to stand for it." * Inform your manager or Human Resources of the bullying. It's important that you don't keep the matter to yourself. * Keep copies of letters, memos, emails, etc. The more records and incidents you have on paper, the better. This is proof that you are being wronged in the workplace. If you are unable to attain any of these items, keep a diary and record events in which you were bullied. * Build a support network. Having friends and family around is a great way to help you through this tough period. * See a doctor if the bullying causes stress. If you're experiencing loss of sleep, frequent headaches, loss of appetite or any other symptoms, see a professional. Remember, if you are being bullied it's not your fault. If you feel your health or safety is being compromised, it's critical that you act and raise the issue to the proper authorities. Source: The Workplace Bullying & Trauma Institute & Canada Safety Council *************************************************************************** Looking Inward How To Provide Superior Internal Customer Service *************************************************************************** Undoubtedly, exceptional customer service will help place your organization above others. In fact, you probably already focus much time and energy offering top-notch service to patients and customers-as you should. However, when trying to provide extraordinary customer service your healthcare organization may be overlooking a critical ingredient: internal customer service. *************************************************************************** What Is Internal Customer Service? *************************************************************************** Internal customer service is the assistance you provide fellow employees within your own organization. Internal customer service is providing information, a helping hand, a favor etc. when a colleague needs it. Quite simply, internal customer service is the positive and supportive attitude you display when co-workers need something from you. Here are some tips for creating an atmosphere of outstanding internal customer service. *************************************************************************** Obtain a fresh perspective. *************************************************************************** Maintaining a helpful attitude is key when providing great internal customer service. Changing how you view certain distractions and interruptions can put a positive spin on situations. Try viewing interruptions as opportunities rather than nuisances. For example, if an administrator interrupts you to help her compile some information that would determine staff schedules, you should view this "distraction" as a way to help your healthcare organization achieve its goals. Take pride in helping your colleagues-in most cases, your willingness to help others get their jobs done will lead them to readily assist you when you need it. *************************************************************************** Tear down the walls. *************************************************************************** Many people who build territorial walls do it out of fear. They may feel that if others know what they know, they will eventually be out of a job. Reward those who don't build walls via compliments, pats on the back, bonuses, letters of congratulation, etc. Make it clear that territorial behavior sabotages the efforts of the company, while treating colleagues like valued customers contributes to the company's success. *************************************************************************** Share the wealth. *************************************************************************** If a certain employee has consistently shown outstanding internal customer service, reward that employee in a tangible way. Perhaps your healthcare organization has t-shirts with their logo printed on them, or maybe you could award gift. It is not the actual item that has so much value, but your willingness to treat your internal customers with kindness and respect. *************************************************************************** Show your appreciation. *************************************************************************** Even when it is a person's job to provide information or a product to you, tell them "thank you" when they have done it. Express your appreciation of their timeliness in providing it. Explain how it has made your job much easier. Show them your delight when they exceed your expectations-never forget to say "thank you." Once employees understand that helping colleagues do their jobs helps not only the organization, but also themselves, the idea of internal customer service should spread quickly. And remember to do your part. Treat your employees as if they were your very best customers-treat them like VIPs! *************************************************************************** "A strong positive mental attitude will create more miracles than any wonder drug." -Patricia Neal *************************************************************************** *************************************************************************** You know you're a nurse if... *************************************************************************** You believe every patient needs TLC: Thorazine, Lorazepam and Compazine. You would like to meet the inventor of the call light in a dark alley. You know the phone numbers of every late night food delivery place in town by heart. Every time you walk, you make a rattling noise because of all the scissors and clamps in your pockets. Every time someone asks you for a pen, you can find at least three of them on you. You find yourself checking out other customer's arm veins in grocery waiting lines. You can sleep soundly at the cafeteria table during dinner break, sitting up and not be embarrassed when you wake up. You avoid unhealthy looking shoppers in the mall for fear that they'll drop near you and you'll have to do CPR on your day off. |