Role Play #1
You are doing support on a unit & a staff
member become very hostile &
argumentative. This is occurring at the
nurses station with others around
including pts & families
What is the Best Way to handle the situation?
What is the Worst Way to handle the situation?
Act out examples of both… be creative.
KEY: Make sure they
include:
•
De-escalation
•
Involve unit mgt. team
•
Take the discussion to
a more private area
•
Other?
Role Play #2
You are doing support on a unit & everyone
working reports they do not need help.
You review some work & observe that one
particular person is struggling and making
many mistakes.
What is the Best Way to handle the situation?
What is the Worst Way to handle the situation?
Act out examples of both… be creative.
Key: Make sure they include:
•
Avoid embarrassing
struggler
•
Show data of what is
wrong
•
Other?
Role Play #3
You are doing support on a unit & in report
you have been told that Nancy Nurse has not
received help from Super User/SSS yet.
Every time she was asked earlier she was “too
busy” & that she always seems to be busy.
Support is ending soon & your task is to
assess how Nancy is doing & impose some
assistance.
What is the Best Way to handle the situation?
What is the Worst Way to handle the situation?
Act out examples of both… be creative.
Key: Make sure they include:
• Consultation w/CSL to verify
“business” legit
• In assertive (but NOT
aggressive) manner, impress up
on the resister that this is NOT
going away and that you really
want to help them be successful
in the very short amount of time
allocated to support
• Other?
Role Play #4
You are doing support on a unit on the “go live
day”. It has been horribly busy. One nurse
that you are attempting to help is practically in
tears she is so frustrated. This is a very
experienced nurse that is well respected by
her peers but really struggles with computers.
What is the Best Way to handle the situation?
What is the Worst Way to handle the situation?
Act out examples of both… be creative.
Key: Make sure they include:
• “Taking care of pt. MOST
important”
• Focus on not more than 3 key
messages to address highest
priority concerns
• Document concerns. We have
got to make this work for this
nurse or no one else will trust it.
• Other?
Role Play #5
You are doing support on a unit on the “go live day”. It
has been horribly busy. All the staff are complaining
that they system is unsafe & they can’t believe that
you are making them use it.
One nurse absolutely refuses to use the system.
From your perspective the system is generating a lot
of errors and response time is extremely slow. You
are very frustrated as well.
What is the Best Way to handle the situation?
What is the Worst Way to handle the situation?
Act out examples of both… be creative.
Key: Make sure they include:
• Fall back if features really not
working is to use downtime
procedures for that specific issue
• Make sure to report system
issues
• Consult with SSS partner
• Other?