Chapter 7: Respectful Workplaces

Question 1

mutual respect among members of a healthcare workforce is integral to what?

Answer 1

communicating effectively and, in turn, creating a

healthy environment in which patient safety and patient experience are the top priorities

Question 2

what continues to be a daunting problem in the world of healthcare?

Answer 2

physical and emotional abuse

Question 3

what are factors of predominance of abusive and disrespectful behavior?

Answer 3

poor communication and/or deficits in emotional intelligence

Question 4

what are the types of disrespectful/abusive behavior?

Answer 4

• lateral and horizontal violence
• bullying
• behaviors that undermine a culture of safety

Question 5

what is lateral or horizontal violence?

Answer 5

aggression (active or passive) among peers

Question 6

estimates of lateral violence range

Answer 6

45% to 100%

Question 7

most common forms of lateral violence

Answer 7

– Nonverbal innuendo
– Undermining activities
– Withholding information
– Infighting
– Failure to respect privacy

Question 8

what is bullying?

Answer 8

-Abusive behavior toward another that takes place
repeatedly over time
-Usually includes a real or perceived unequal
power gradient

Question 9

what are behaviors that undermine a culture of safety?

Answer 9

Termed disruptive behavior until 2012, any behavior that interferes with the open and honest exchange or seeking of information among healthcare staff

Question 10

what tendencies do nurses and physicians have that undermine a culture of safety?

Answer 10

Nurses tend to be more passive-aggressive or passive, while physicians are more aggressive in such behaviors

Question 11

examples of bad behaviors

Answer 11

– Use of intimidating verbal and/or nonverbal language
– Talking about others behind their backs
– Not listening or considering constructive feedback

Question 12

what is toxic culture?

Answer 12

An organizational culture in which professional,

paraprofessional, and support staff do not give and receive constructive feedback in respectful ways

Question 13

behaviors in a toxic culture

Answer 13

-Bullying and/or blaming are unwritten rules of conduct
-A lack of mutual respect is rampant among individuals, teams,
and departments
-Communication skills are lacking
-Abusive or disrespectful behavior is tolerated
-Unequal power dynamics or status differences permeate interactions
in a negative way

Question 14

what healthcare administration can do to prevent abusive behaviors in patients

Answer 14

-Set staffing ratios that allow for timely attention to patient needs.
-Provide proactive communication of updates regarding patient status.
-Listen respectfully to staff and patient concerns.
-Role-model respectful interprofessional behavior and, when
necessary, discipline offenders.
-Provide security staff

Question 15

what respectful communication skills and professional behaviors combat disrespectful behavior?

Answer 15

being assertive and listening respectfully, giving and receiving feedback, and demonstrating authority