Reducing Workplace Stress

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Reducing Workplace Stress

• Leadership Techniques for Endoscopy RNs

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Main Points

• 1. Awareness of coworker generational
  values
• Recognize age diversity, multigenerational staff
• 2. Positive Leadership
• Recognize mechanisms to direct, praise and
  encourage
• 3. Effective Communication
• Build rapport, enhance relationships
• 4. Conflict Management
• Minimize conflict, increase productivity

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Multigenerational Leadership Strategies

• 1. Coaching and mentoring
• 2. Communication
• 3. Sources of Conflict/ Resolution
• 4. Value each generation for their strengths

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1. Coworker Generational Values

• Veteran Generation
• -Born 1922-1945
• -Value loyalty, respect for authority, reward
  for hard work
• 1. Comfortable with formal instruction
• 2. Value seniority and experience
• 3. Prefer written or face to face communication
• 4. Perceive differences in work ethic
• 5. Wisdom and organizational history

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Baby Boomers

• Born 1945-1960
• -Value freedom to be yourself
• -Question the status quo
• -Idealistic and want to make a contribution
• 1. Prefer peer- to -peer coaching
• 1. Motivated by public recognition
• 2. Enjoy the group process and value discussion
  in staff meeting
• 3. Perceive differences in work ethic
• 4. Clinical and organizational experience
• 4. Able to coach or mentor younger staff

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Generation X

• Born 1960-1980
• -Value equal participation
• -Assertive, self-directed, comfortable with
  technology
• 1. Value paid time off, cash awards
• 2. Communication via technology preferred
  over meetings
• 3. Seek work-life balance
• 4. Innovative ideas and creative approaches

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Millennials

• Born 1980-2000
• -Value communication through technology
• -Resurgence of heroism and patriotism
• 1. Expect structure, guidance and orientation,
  internships and clinical coaching
• 2. Prefer immediate feedback
• 3. Likely to resist schedule change
• 4. Understand technology and insight to use in
  practice
• 4. Coach older generations in technology

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2. Positive Leadership

• Active Listening
• -Full attention to gain information from others
• Use of powerful language
• -Positive language encourages contribution
• Written Praise
• -Magnifies impact of recognition
• Public credit for contributions

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Choose to Lead

• Provide inspiration and vision for the future
• Make others feel important, appreciated
• Behave ethically
• Set the pace through example
• Establish environment of continuous improvement
• Provide opportunity for growth
• Care and act with compassion

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Role acceptance

• The buck stops here. Coworkers will view you
  the way you view yourself.
• Be friendly and fair
• Delegate
• Follow first-every good leader starts with a
  good follower
• Establish rules and hold staff accountable

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3. Effective Communication

• Modes
• -Nonverbal, verbal, tone
• Components
• -Avoid toxic statements, choose words carefully
• -Strive to keep tone, pitch and volume moderate
• -Check use of body language, avoid fidgeting
• Paraphrase, reframe and summarize
• -Clarify expectations and avoid miscommunication

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Assertive Communication

• Allows us to express positive and negative ideas
  and feelings in an open and honest way
• Recognizes our rights and the rights of others
• Allows us to take responsibility for ourselves
  and our actions without judging or blaming
  others
• Allows us to constructively confront and find a
  mutually satisfying solution
• Fosters clear communication and respect for
  others

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Characteristics of Assertive Communication

• Eye contact-demonstrates interest and sincerity
• Body posture-improves significance of the
  message
• Gestures-help add emphasis
• Voice-indicates a convincing and acceptable
  message
• Timing-maximizes receptivity and impact
• Content-solidifies importance of the message

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Use of I Statements

• Indicate ownership, do not attribute blame
• Strong I statements have behavior, feeling,
  tangible effects
• Body language
• Reduce aggressive behavior
• Focus on facts not opinions
• Avoid exaggerations
• Avoid bullying

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4. Conflict Management

• Inquiry
• -Learn coworkers point of view
• -Watch body language, dont interrupt
• Acknowledgment
• -Honor coworkers position
• -Repeat and attempt to understand
• Advocacy
• -Clarify your position without minimizing theirs
• Problem solving
• -Build a solution together

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Constructive Criticism

• Provides feedback that enhances job results
• Leads to ongoing personal and professional
  development
• Reduces stress and creates psychological security

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Constructive Criticism

• Offer examples as backup and to improve
  performance
• Avoid always, never, and worst
• Dont revert to previous incidents
• Dont compare one person to another
• Take individual differences into account

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Giving Criticism

• Clarify motive
• Adjust attitude
• Confront when the time is right
• -Soon after problem occurs, when you have facts,
  you are prepared and not angry or upset
• Maintain privacy
• Be positive
• Be constructive

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Sandwich Treatment

• Remember to begin with praise and end with
  encouragement.
• Youre doing a good job with patient
  communication but you need to .
• I know you can do a good job.

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Receiving Criticism

• Welcome feedback
• Listen to understand
• Find the grain of truth
• Watch body language
• Ask when, where, and what happened
• Restate to ensure understanding
• Focus on solutions

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Criticism Reactions

• Bye Fragile ego can t handle staying
• Spy Suspicious, avoid risking failure
• Fry Angry, fly off the handle
• Lie Excuse for every mistake
• Cry Overly sensitive
• Sigh Wont accept responsibility
• Fly Take criticism, learn and improve

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Example Statements

• I feel frustrated when you are late..
• I disagree vs. Youre wrong
• These charts werent filed in order vs. Youre
  sloppy and disorganized.
• Would you or could you vs. I would like you
  to.
• We couldnt have accomplished that goal without
  you.
• The credit belongs to John.
• Im not helping them, they never help me.
• Theyre a bunch of idiots in that department.