Table 2 Cognitive rehearsal program contents (10 common types of specific incivility)
Session | Topics | Scenario | Methods |
|---|---|---|---|
1 | Communication without incivility | Instruction for cognitive practice and communication without incivility | Lecture |
2 | Nonverbal allusion | The nurse asks another nurse for help calculating the medication, but her colleague, standing nearby grinning and rolling her eyes, rolls hers as well | Expression of scenario Communication Role playing Feedback and evaluation |
3 | Retention of information | The reporting nurse does not give the following shift nurse important patient care information | Expression of scenario Communication Role playing Feedback and evaluation |
4 | Weakening efforts and motivation | A senior nurse says to the new graduate nurse who keeps making mistakes, “I don’t think you’re cut out for nursing.” | Expression of scenario Communication Role playing Feedback and evaluation |
5 | Humiliate | A senior nurse notes every mistake a new nurse has made in the shift notes | Expression of scenario Communication Role playing Feedback and evaluation |
6 | Gossiping | A nurse is talking behind someone who is not present | Expression of scenario Communication Role playing Feedback and evaluation |
7 | Subversion | A nurse is busy with his car accident patient. His colleague refuses to answer the new nurse’s patient inquiry | Expression of scenario Communication Role playing Feedback and evaluation |
8 | Lack of respect for privacy | A nurse asks another colleague why he/she went to the manager’s office | Expression of scenario Communication Role playing Feedback and evaluation |
9 | Verbal disrespect | An experienced nurse says to a newly graduated nurse, “I really don’t know how you managed to graduate?” | Expression of scenario Communication Role playing Feedback and evaluation |
10 | Physical violence | The ward manager yells at her/his colleague for requesting the wrong medication for a patient and throws the medication at him/her | Expression of scenario Communication Role playing Feedback and evaluation |