Problem
What Are Some Techniques for Handling Difficult People?
Now that we have discussed conflict-management techniques, we are ready to look at techniques for handling difficult people. How do you deal with an abusive physician or supervisor? How do you react when someone constantly complains and gripes about something? How do you handle the know-it-all who will not even listen to your thoughts about an issue?
Implications for Nursing Practice
Effective role socialization occurs when the nurse engages in actions that benefit other nurses and/ or patients and families by helping, supporting, and encouraging mutual goal accomplishment and/ or well-being.
1) There must be positive interdependence among the nursing staff.
2) Nurses must understand and use constructive conflict-management skills.
3) Mediation techniques should be employed when disputes arise between employees and/ or patients and their families.
4) There must be a high level of trust among the nursing staff.
5) Prosocial behavior should be noted among staff, with the feeling of "sink or swim together" versus "you sink and I swim."
6) Do not procrastinate in dealing with difficult employees, patients, or their families.
7) A high basic self-esteem is noted among nursing staff in an empowering, healthy workplace environment.
8) The conflict negotiation strategy used may be collaboration (win-win) or mediation.
Considering this Information How might you use some of the strategies listed in this chapter to handle a difficult employee? What types of activities are you involved in as a student that promote a positive professional practice environment? What essential skills would be important for a nurse to possess to serve as a mediator?