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

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

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

• 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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A Word from Clarissa

Click > to hear Clarissa discuss the importance of improving our work environment.

Lesson 3 talks about giving and receiving criticism, improving morale, and reducing work stressors.