Resources

Prompting Card
Possible Pre-Rehearsed Response

  1. Nonverbal innuendo (raising of the eyebrows, face making)
    • "I sense (I see from your facial expression) that there may be something you wanted to address with me, it's ok to speak with me directly."
  2. Verbal (covert/overt) affront (snide remarks, lack of openness, abrupt responses).
    • "The individuals that I learn the most from, are clearer in their directions and feedback. Is there someway we can stiucture this type of learning situation?"
    • "That may be information that I don't need to know/hear, what would help me is..."
  3. Undermining activities (turning away, not available)
    • "When an event happens that is contrary to that which was me understanding, it leaves me with questions. Help me to understand how this situation happened."
  4. Withholding information (practice orpatient)
    • "It is my understanding that there (is) was more information available, regarding this situation, and I believe that if I had known that, it would (will) affect how I handle what I learn or need to know."
  5. Sabotage (deliberate setting up of situation)
    • "There is more to this situation that meets the eye could 'you and l' (whatever/whoever) meet in private and explore what happened?"
  6. Infighting (bickering with peers) Open 'contentious' discussion is unprofessional and should be avoided
    • "This is not the time or place- please stop" (physically move to a neutral spot)
    • "I'm moving to another location"
  7. Scapegoating (attributing all that goes wrong to one individual) rarely is one individual) rarely is one incident or one situation that cause for ALL that goes wrong, and scapegoating is an easy route to travel, but rarely solves problems
    • "I don't think that is the right connection."
  8. Backstabbing (complaining to others about an individual but not speaking with that individual. Like 'scapegoating; is maladaptive and nonproductive.
  9. Failure to respect
    • "It bothers me to talk about that without their permission"
    • "I only overheard that and it shouldn't be repeated"
  10. Broken confidences
    • "Wasn't that said in confidence?"
    • "That sounds like information that should remain confidential"
    • "He/she asked me to keep that confidential"

Responses adapted from "effective communication" (Glod, 1998) For cognitive rehearsal by M. Griffin, RN, CS, PhD (2003)

Copyright 2010 - 2011 Katheleen Bartholomew