Q: Recently, there has been an increase in the number of staff who like to cause drama and gossip. I can’t afford to lose workers. What can I do?
A: Managers are often concerned that if they intervene to stop gossip and drama, employees will quit. But when managers avoid confrontation, trust in the manager erodes. Further, productivity decreases, and staff become anxious and unhappy in a hostile work environment. Caring employees quit and the instigators of incivility remain only to repeat the behaviors.
The first step to stop the cycle is to develop relationships with staff and demonstrate acceptable behavior. Modeling professional behavior sets the example for others to follow but also sets accountability standards. Managers must never engage in gossip or drama themselves. If they do, they lose all credibility.
When gossip or drama occurs, take swift action. Meet with responsible staff individually. Determine why they are acting out. Gossip is often driven by emotions, a lack of problem-solving ability and limited conflict resolution skills. Knowing underlying reasons for uncivil behavior, a manager can help an employee formulate a professional response.
It’s also important to explain that the employee’s behavior negatively impacts residents and co-workers, and it undermines the organization’s mission. Make it clear that this type of behavior will not be tolerated. If the employee needs help to address a problem, they should seek help from management.
If an individual causing drama refuses to change, the manager must follow the organization’s policy to terminate. By addressing the issue, managers gain trust and respect and provide a pleasant, fun work environment.
Amy Stewart, MSN, RN, RAC-MT, RAC-MTA, DNS-MT, QCP-MT, is vice president of education for AAPACN. Send her your nursing-related questions at ltcnews@mcknights.com.
From the December 2022 Issue of McKnight's Long-Term Care News
