Table of Scripts

1.1

What to say when…a nurse colleague isn’t pulling his or her weight.

18

1.2

What to say when…you greet a patient and he responds negatively.

20

2.1

What to say when…you are confronting a colleague’s dishonest behavior.

37

2.2

What to say when…you feel you are being sexually harrassed.

54

3.1

What to say when…you need to ask a colleague to stop gossiping.

78

3.2

What to say when…you need to ask your supervisor for help with your workload.

84

3.3

What to say when…you need to deal with an angry physician.

86

3.4

What to say when…you need to take the “fumes” out of someone who wears too much perfume/cologne.

88

3.5

What to say when…you want to optimize your annual evaluation.

92

3.6

What to say when…you need to confront a habitual interrupter.

94

6.1

What to say when…you think a patient isn’t being respectful to you (using the 3WITH acronym).

138

7.1

What to say when…you want to ask your manager to stop micromanaging you.

158

7.2

What to say when…a coworker isn’t respectful of diversity.

160

8.1

What to say when…you are dealing with angry patients or families.

186

8.2

What to say when…you need to apologize to patients or their families.

196

9.1

What to say when…you need to tell your supervisor someone else took credit for your work.

222

10.1

What to say when…you feel you need to go above your nurse manager.

252