Introduction to Nurse Management

Communicating effectively with my supervisor begins with the Chain of

Command.  In order to properly and respectfully voice your opinion on an issue, we as

nurses must follow this chain of command.  It would be improper to go above or around

your supervisor.  Always communicate directly with your supervisor first before going

further up in the chain of command.  We must keep our supervisors informed at all times. 

Upon informing our supervisor about an issue, we should have specific information and

facts to share and show a sense of responsibility.  It is best to approach this particular

situation when you are not angry.  Avoid blaming others, and exaggerating, and accept

any feedback that may be presented.

            Assertive behavior is what needs to be expressed when communicating with

others.  To be assertive is to stand up for yourself, without violating the individual you

are speaking to.  Express true feeling in an honest, direct manner.  At the same time do

not allow others to take advantage of you.  Effective communication does not allow

aggressive behavior to take over the situation.  Aggressive behavior is communicating in

an angry, dominating way.  This attitude conveys a threatening, demanding, and

controlling manner.  This is not the way to communicate effectively.

            Team work is essential in care delivery outcomes and cost control.  We as nurses

must understand how to function in an individual capacity while being effective as team

players.  One of the most important aspects of the team approach to nursing is bonding

between members of the team.  Without a positive bond, there can and will be limits to

the overall quality and function of the team.   To function as a unified team, you will need

to work with peers whose skills may need enhancing.  You can help your peers by

working side by side with them to build confidence while sharing in learning situations. 

The mix of complimentary skills and experience can give strength to the overall group. 

Leadership roles may be shared at times to allow sharing of responsibilities.

            There are many factors that may lead to conflict in the clinical setting.  Quality of

care can lead to a huge conflicting issue.  Family members may feel that at times there

loved one is not receiving effective care, or they may argue with the visiting hours of the

facility.  The physician may order a test/procedure that the family does not agree with. 

Be sure to clarify the orders and explain with the family that you are supposed to carry

them out unless the family negotiates directly with the physician to change them.

            Unresolved conflicts waste time and energy and reduce productivity and

cooperation among the people with whom you work.  When conflicts are resolved, they

strengthen relationships and improve the performance of everyone involved. 

Collaboration is the strategy that involves a high level of concern for the problem, the

outcome, and the relationship.  In this way the feelings, needs and desires of everyone

involved are taken into consideration.

            When working with “difficult people” it is important to realize that these types of

people have a strong need to prove to themselves and to others that their view of the

situation is right.  These people tend to demean, or devalue others to make themselves     

feel superior.  Some techniques for dealing with difficult people include:  standing up for

yourself.  Defend yourself, but without fighting; Give them time to run down and express

what they might be ranting about; If possible, get them to sit down.  Be sure to maintain

eye contact with them while you are stating your opinions and perceptions very

forcefully; Do not try to argue with them or cut them down; When they finally hear you,

be ready to be friendly.

            In dealing with anger while in the work setting we must first stop and analyze the

situation.  Try to interpret the cause of the anger.  Look at the issue at hand, and try to

change that image if at all possible. Determine what changes need to occur, then take

action and let go of the rest. Some alternatives that people use to release anger are:

physical activity such as walking or cleaning; be optimistic; slow down and take some

slow, deep breaths.

            Sexual harassment refers to conduct, typically experienced as offensive in nature,

in which unwanted sexual advances are made in the context of a relationship of unequal

power or authority.  If you feel like you are being sexually harassed in the workplace you

must be blunt and let the person know that they need to STOP!  Let that person know that

their behavior is making you feel uncomfortable.  If this direct request does not seem to

be working, a formal complaint needs to be filed.  When this type of issue can be

resolved it will allow the opportunity to feel better about your ability to deal with

conflict.

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