Lesson 3: Criticism, Morale & Reduced
Stress
C. Improving Morale: Handling Complaints,
Gossip, Excessive Responsibilities & Building
Group Cohesion
Because I believe that we can always
use ideas for
communicating with one another that might
be more supportive, I have come up with
some principles that I've learned through
the years that have worked well for me,
both as a charge nurse and a supervisor. I
like to pass them onto so that hopefully
they'll be helpful in makingyour work environment
one that's more enjoyable to be in. Of course
these take time to implement and a
lot of them come from our own attitude.
HANDLING COMPLAINTS
Click > for ideas about
handling complaints.
Make sure you and others are speaking with
the person who can do something about the
problem. "Dial direct," or redirect
the person to the appropriate decision maker/problem
solver.
If you are in charge or in a decision making
position, request at least three written
suggested solutions from someone complaining.
Have them write their name and the date
on the suggestions. Let them know that you
may use all of their ideas, none, or a combination
or variation of them. Tell them when you
will be able to give them feedback about
your decision and thank them for their suggestions.
DEALING WITH GOSSIP
Click > for ways deal with gossip.
Use empathetic response and "re-direct" person
to discuss the situation directly with the
person. (I am understanding how you feel
about that situation with Linda.. Have you
considered talking with her about it?) OR
(It sounds like maybe you have a request
of Linda. What do you think would happen
if you let her know what it is you would
like?)
ENHANCING THE ENVIRONMENT
Click > for some tips on improving
your work environment.
- In cooperation with those people you work
with, assess any posters, signs, cartoons,
posted memos, etc. and decide if they are
supportive and encouraging or demeaning.
- "Catch People Doing Things Right" and
be generous with compliments. Demonstrate
your own comfort in receiving compliments
by responding with a simple, Thank you!
- Use the "Cycle of Empowerment" to
improve interactions and productivity.
- Step 1: Find something right about
the person.
- Step 2: Give them
a task they can "win" at.
- Step 3: Compliment
them for a job well done, point to
specific
PHYSICAL NEEDS
Addressing physical needs is an obvious
way for employers to improve the work environment.
These are some areas that we might recommend
as ways to make our work environment more
supportive and uplifting:
- Day care on site.
- Work-out facility,
on site, or reimbursed.
- Improved
educational and tuition reimbursement
programs.
- Changes in quality and
availability of food service, especially
for P.M. and night shifts.
BUILDING GROUP COHESION
- Everyone is aware of rules and procedures
- Provide opportunities for input - group
problem solving sessions
- There are rewards for cohesion and group
results
- Social activities
- Get better acquainted
- Equal contributions which are all seen
- Increase status of the group
- Proximity or physical unifiers
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