Confronting CNAs

[Sara Webb]

Can I get some of ya'lls go to scripts for addressing issues with CNAs and fellow nurses.           

I don't need advice on managing conflicts in the workplace. I need your verbatim scripts so I can articulate myself assertively and professionally. 

How would you: 

• tell a CNA you're moving them to a different hall.                                                                               

• confront a CNA who hides excessively during their shift, neglecting their duties and no where to be found.

• Shut down a bossy floor nurse for overstepping and trying to manage and mind your business for you.

PLEASE DON'T ADVISE TO SEND THEM HOME it's just not helpful what so ever. especially on night shift when we are already scheduled to be short staffed.

[Red Shirt 6, CNA]

Different Hall: Remind the CNA that they work for the facility and not a specific hall, If the move is related to specific incident, investigation, or complaints then state the policy, the corrective action requirements, or to protect the employee so the move is necessary. 

Hiding: Tell them that management, supervisors know they cannot be found and are getting complaints about neglecting patients and work from various sources levels example patients, family members, nurses.  Then bring up consequences like being moved to a different shift, hall, loss of job, and have them complete a customer service course.

Overstepping: You could remind nurse of job requirements, policy, scope of practice and maybe bring up increasing their workload or changing positions. 

[Nurse Beth, MSN]

Having a script is a good way to help express yourself clearly, maintain a professional tone, and foster a collaborative work environment.

Telling a CNA You're Moving Them to a Different Hall

"Hi [CNA's name], I need to let you know we're moving you to a different hall for the remainder of your shift. We have to balance the workload across the team. Thanks so much for being flexible. I believe you can handle this smoothly, and if you need anything from me while you move over, just let me know."

Confronting a CNA Who Hides Excessively and Neglects Their Duties

"Hi [CNA's name], I've noticed you've been hard to find during your shift and not getting your work done. This is really serious and affects patient care. Everyone on the team needs to stay visible and be available. I'm telling you this to help you- I would hate to have to escalate this and make a formal complaint. I need you to be out there on the floor and helping patients unless you're on a break. If there's anything you need to talk about or I can help you with, please let me know."

Shutting Down a Bossy Floor Nurse Who is Overstepping

"[Nurse's Name], I appreciate your willingness to help, but everything is under control and managed. I'm fine. If there's an issue or something you'd like to discuss, we can talk later. Meanwhile, I'll let you know if I need help. Thanks!"

General Tips

• Tone: Maintain a calm, neutral, and professional tone. You're addressing a behavior, not making it personal.
• Assertiveness: Use "I" statements to take ownership of your actions and thoughts.
• Clarity: Be clear and concise in your expectations without being confrontational.
• Respect: Show respect to your colleagues, but also make it clear that certain behaviors are not acceptable.

Good luck 🙂