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Strategy Submission

Respectful Conversations for Difficult Situations


Beth Bolick



Professor and Director Acute Care Pediatric Nurse Practitioner Program


Cole Edmonson, RN, DNP, FACHE, NEA-BC •Rita Adeniran, RN, DrNP, CMAC, NEA-BC, FAAN • Ric Cuming, RN, MSN, EdD, NEA-BC, CNOR • Bernadette Khan, RN, MSN, NEA-BC • Linda B. Lawson, RN, DNP, NEA-BC • Debra Wilson, RN, MSN, MSA, ACNS-BC, NEA-BC


Rush University College of Nursing


Competency Categories:

Teamwork and Collaboration

Learner Level(s):

Continuing Education, Graduate Students, New Graduates/Transition to Practice, Pre-Licensure ADN/Diploma, Pre-Licensure BSN, RN to BSN, Staff Development

Learner Setting(s):

Classroom, Skills or Simulation Laboratories

Strategy Type:

Online or Web-based Modules

Learning Objectives:

This FREE tool is designed to help those of us who work in healthcare to learn to respectfully manage conversations regarding incivility or bullying in our workplaces. It is specifically intended for use with students during their preparation for careers in healthcare and for employers to use with new hires during their onboarding experience. However, it can also be used by anyone or any profession working to build a respectful workplace. Define incivility and bullying Describe common situations of incivility and bullying Describe the impact of incivility and bullying on human capital and patient outcomes Develop a list of terms that are deleterious to collaboration, can invoke a negative emotional response in the listener, and are disrespectful Reflect on personal contribution to an incivil workplace Describe the approach to respectful conversations for difficult situations Model the respectful conversations approach to managing difficult situations Apply the respectful conversations approach to managing difficult situations in a safe training setting

Strategy Overview:

Tool Overview: Video 1: Overview of Incivility and Bullying in Healthcare Incivil and Bullying Behaviors Exercise Language of Collaboration Exercise Self-Reflection Exercise Video 2: Approach to Respectful Conversations Group Discussion Videos 3: Practice Vignettes Role-play Exercises Set-Up: This tool is designed to be used as time permits and can be divided into 2, 2.5, and 4 hour segments. If used as a whole it is completed in one 8 .5 hour day. If used in a combination of online learning and onsite simulation, then the first two segments can be completed online with a facilitated discussion and the final segment can be facilitated during an onsite session. A room will be needed with projection capabilities for the videos and tables and chairs for large group and small group work. Flip charts, electronic writing board, or other writing system is recommended for group discussion and group work reports. Download pertinent self-assessments from the Truth Bucket for the Self-Reflection Exercise. Download, print, and laminate if desired, the Respectful Conversations pocket card and the Mnemonic BE AWARE and Care from the Courage Bucket. Segment III Simulation Exercises: Consider using standardized participants if available and tablets or other recording devices for video playback. Dashboard: Consider measuring the level of incivility and bullying in your organization through a dashboard prior to initiating training. A sample dashboard is available in the Truth Bucket and can be modified as needed.

Submitted Materials:

Additional Materials:

Civility Tool-kit: Resources to Empower Healthcare Leaders to Identify, Intervene, and Prevent Workplace Bullying
YouTube videos for Respectful Conversations training:

Evaluation Description:

Self-assessments Ongoing Dashboard Role-playing exercises User survey
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