Opinions on scripting

[country mom]

Alot of workplaces are promoting "scripting" now. It really makes me uncomfortable, administration getting a script out of some book and then telling staff what they are supposed to say, and everyone saying the same thing. It's like brainwashing or something. They're trying to do this were I work and I don't like it one bit. I feel disingenuous using someone else's words and not my own. Sure, politeness and a certain level of decorum should be expected, but to actually put the words in my mouth? It's like we have to "toe the party line" or else. Am I out to pasture on this, or does anyone else think this scripting stuff is a crock?

[FireStarterRN, BSN, RN]

The trick is to pretend to go along with it, but then do your own thing or your own variation. Like one poster said, I have my own little catch phrases that I use regularly, such as my introduction to the patient, when I leave the room, when I'm feigning sympathy to a trivial complaint, when the patient asks me when their doctor is coming, etc.

There are many repetitive situations we encounter as nurses and it's good to be armed with quick responses.

[tntrn, ASN, RN]

The trick is to pretend to go along with it, but then do your own thing or your own variation. Like one poster said, I have my own little catch phrases that I use regularly, such as my introduction to the patient, when I leave the room, when I'm feigning sympathy to a trivial complaint, when the patient asks me when their doctor is coming, etc.

There are many repetitive situations we encounter as nurses and it's good to be armed with quick responses.

But here's the thing: Haven't you always done that anyway? I know I have. And to think that they think that all of a sudden it's some brilliant idea of THEIRS gets to me.

I haven't changed a thing. Not going to either.

[FireStarterRN, BSN, RN]

Yes I've always done that. There are a few tips in these canned responses, it's too bad they can't package it differently so as not to make nurses have a knee-jerk negative reaction like this. I have used some of the ideas from this scripting as inspiration for my own variation.

[country mom]

But here's the thing: Haven't you always done that anyway? I know I have. And to think that they think that all of a sudden it's some brilliant idea of THEIRS gets to me.

I haven't changed a thing. Not going to either.

Yes, but the companies that "produce" these ideas sure do make a lot of money with the books they sell, the conferences they put on and their consulting fees. I wish I could make millions for telling people stuff they should already know.

[Multicollinearity, BSN, RN]

Wells Fargo is doing this scripting with tellers, and it irritates me every time I go in. The tellers always say the following question, in a relaxed, casual tone, "So how's your day going?" It's never "How are you today?" or "Hi, how are you?" No. It's a casual and exact "So how's your day going?" It's the same at every branch I've visited in my city.

Then they ask 2-3 questions I feel they have no business asking like "Are you a student? Where are you a student? (Well duh...I have a college account.) How often do you get your paycheck? Do you work for this company?" (I just want to spew "None of your damn business that I get a commission check at odd intervals.")

It all leads into their agenda: pitching a certain type of account.

What irritates me is the same exact question every single time (scripting) followed up by questions that are none of their business. Now I try to use the ATM machine and avoid the automaton live tellers. Nursing should NOT follow this course of scripting. It is insincere, unprofessional and annoying.

[truern]

If you want to have a little fun at the store, try giving "off the wall" replies to some of the scripts they use. Then letting them know you recognize the "scripting" can sometimes get a genuine laugh from the clerk/cashier. I am nice enough not to do this when there's a manager around to get them in trouble though.

As for hospital scripting, I refuse to do it. Since I'm pretty certain that I'm smarter than most of the people producing these scripts, I see no reason to lower my responses to their level.

I *love* to go into CiCis and get that canned "Welcome to Cicis!! shouted at me by 4 various employees....I do a double-take and say, "Danged, I thought this was Pizza Hut!" or some such nonsense. And at the grocery store when they ask did I find everything I was looking for: "Umm, no...I had hoped to find free money today." or "I was wondering where you stock the elephants?". I can't stand scripting!! and I refuse to do it!

[highlandlass1592, BSN, RN]

Hmmm I love it. When I make a phone call to a company that gives the speal about the call being taped for customer service purposes, I tell them I'm not authorizing the call to be taped..shuts them down quicker than you can imagine..they have NO clue what to say. I hate that garbage!!!

[rngolfer53]

Yeah, well, when you've been saying those same things from the heart and because you really care for 32 years, and all of a sudden, some high heels/clipboard type says you MUST say them, they start to ring hollow. And whoever said our patients are smarter than that, is exactly right.

I've had patients, even visitors, comment on it, saying "are you going to parrot the same things the last 3 nurses did?" They know what's happening, and it doesn't impress them, make them feel like they are getting better care or any of that. I think they would much prefer some individuality, both in the care they get and from the way the caregiver interacts with them.

I do hear these scripts in other places, and they generally sound fake, unless the person uttering them is an accomplished actor.

Management is perfectly logical in wanting to get specific messages across to employees and Pts. Scripting actually detracts from that, as you note, because the quicker Pts and families soon figure out that it is a script. They then realize that the script is there because the reality is not. Otherwise there would be little need for the script.