Techniques (Scripting) to use when bullying/incivility is occuring; cues on how to respond:
Nonverbal Innuendo
"I sense (I see from your facial expression) that there may be something you wanted to say to me. It's okay to speak directly to me."
Affront (snide remarks, lack of openness, abrupt responses)
"The individuals I learn the most from are clearer in their directions and feedback. Is there some way we can structure this type of situation."
Undermining Activities (turning away, not available)
"When something happens that is "different" or "contrary" to what I thought or understood, it leaves me with questions. Help me understand how the situation may have happened."
Witholding information (practice or patient)
"It is my understanding that there was more information available regarding this situation and I believe if I would had known more, it would affect how I learn or need to know."
Sabotage (deliberately setting up a negative situation)
"There is more to this situation then meets the eye. Could "you and I" meet in private and explore what happened?"
Infighting (bickering with peers)
Nothing is more unprofessinal than a contentious discussion in non-private places. ALWAYS AVOID!
"This is not the time or place. Please stop." (physically walk away or move to a neutral spot)
Scapegoating (attribuiting all that goes wrong to one person)
Rarely is one individual, one incident, or one situation the cause for all that goes wrong. Scapegoating is an easy route to travel, but rarely solves problems.
"I don't think that's the right connection."
Backstabbing (complaining to others about an individual and not speaking directly to that individual)
"I don't feel right taling about him/her/situation when I wasn't there, or don't know the facts. Have you spoken to him/her?"
Failure to respect privacy
"It bothers me to talk about that without his/her permission." "I only overheard that. It shouldn't be repeated."
Broken Confidences
"Wasn't that said in confidence?"
"That sounds like information that should remain confidential"
"He/she asked me to keep that confidential"
Griffin, M. (2004). Teaching cognitive rehearsal as a shield for lateral violence: A intervention for newly licensed nurses. The Journal of Continuing Education in Nursing, 35(6), 257-263.
"I sense (I see from your facial expression) that there may be something you wanted to say to me. It's okay to speak directly to me."
Affront (snide remarks, lack of openness, abrupt responses)
"The individuals I learn the most from are clearer in their directions and feedback. Is there some way we can structure this type of situation."
Undermining Activities (turning away, not available)
"When something happens that is "different" or "contrary" to what I thought or understood, it leaves me with questions. Help me understand how the situation may have happened."
Witholding information (practice or patient)
"It is my understanding that there was more information available regarding this situation and I believe if I would had known more, it would affect how I learn or need to know."
Sabotage (deliberately setting up a negative situation)
"There is more to this situation then meets the eye. Could "you and I" meet in private and explore what happened?"
Infighting (bickering with peers)
Nothing is more unprofessinal than a contentious discussion in non-private places. ALWAYS AVOID!
"This is not the time or place. Please stop." (physically walk away or move to a neutral spot)
Scapegoating (attribuiting all that goes wrong to one person)
Rarely is one individual, one incident, or one situation the cause for all that goes wrong. Scapegoating is an easy route to travel, but rarely solves problems.
"I don't think that's the right connection."
Backstabbing (complaining to others about an individual and not speaking directly to that individual)
"I don't feel right taling about him/her/situation when I wasn't there, or don't know the facts. Have you spoken to him/her?"
Failure to respect privacy
"It bothers me to talk about that without his/her permission." "I only overheard that. It shouldn't be repeated."
Broken Confidences
"Wasn't that said in confidence?"
"That sounds like information that should remain confidential"
"He/she asked me to keep that confidential"
Griffin, M. (2004). Teaching cognitive rehearsal as a shield for lateral violence: A intervention for newly licensed nurses. The Journal of Continuing Education in Nursing, 35(6), 257-263.
