The past two weeks have been particularly chaotic for Sue, a pediatric nurse educator with three new-hire nurses looking to her for guidance

QUESTION

The past two weeks have been particularly chaotic for Sue, a pediatric nurse educator with three new-hire nurses looking to her for guidance. She has felt very overwhelmed at work each day and reflects on a time when she felt more able to facilitate staff development in a positive way, even with a heavier workload. While walking down the hall, she is stopped by one of her mentees and a young patient who is emotionally struggling. In choosing to thrive, how should Sue respond? Sue should display that she was previously focused on something else by communicating closed off body language such as crossed arms. Instead of listening to the patient’s story, Sue should advise that she would go find the charge nurse. While the patient is angrily escalating, Sue should be sure to nod her head while she actively listens to the inappropriate threats. Although Sue did not plan for this engagement, she should avoid developing defensive thoughts. do24 professional presence and influence

ANSWER

In a situation where Sue, a pediatric nurse educator, is approached by one of her mentees and a young emotionally struggling patient, it is crucial for her to respond in a way that demonstrates empathy, active listening, and a commitment to the well-being of the patient. Sue’s response should be focused on providing support and addressing the patient’s needs while maintaining a professional and caring presence.

1. Open Body Language and Active Listening:
Sue should immediately adopt an open and welcoming body language, such as maintaining eye contact, facing the patient and her mentee directly, and displaying a warm and approachable demeanor. This non-verbal communication signals to the patient that she is present and willing to listen.

2. Empathetic Communication:
Sue should actively listen to the patient’s concerns, allowing her to express her emotions and thoughts without interruption. Instead of dismissing the patient’s issues or rushing to find the charge nurse, Sue should validate the patient’s feelings. For example, she can say, “I can see that you’re really upset. I’m here to listen and help.”

3. De-escalation Techniques:
If the patient is becoming agitated or escalating emotionally, Sue should employ de-escalation techniques to help calm the situation. This may include speaking in a calm and soothing tone, maintaining a respectful distance, and offering reassurance that their concerns will be addressed.

4. Problem-Solving and Support:
Sue should engage in a problem-solving discussion with her mentee and the patient to understand the root of the issue and explore potential solutions. She should collaborate with her mentee to provide the best possible care for the patient, ensuring that the patient’s emotional needs are met.

5. Avoiding Defensive Thoughts
It’s essential for Sue to remain open to feedback and not let defensive thoughts cloud her judgment. She should be receptive to the perspectives of her mentees and the patient, recognizing that their concerns are valid and deserving of attention.

In summary, Sue’s response should prioritize empathy, active listening, and support for the emotionally struggling patient. By maintaining a professional and caring presence, she can positively impact the situation and contribute to a more nurturing and compassionate healthcare environment.

This approach aligns with the principles of professional presence and influence, emphasizing the importance of effective communication, empathy, and collaboration in healthcare settings.