Scripting sounds patronizing

Nurses General Nursing

Published

I recently went toe to toe with a new grad who had made a mistake in judgement, was passing the pt off to me in report, and I pointed out her mistake and tried to correct her. Let me preface this anecdote by saying, I'm normally very mellow with the new nurses, I definitely don't relish putting them in the hot seat.

She became very argumentative. But, what really then infuriated me was that she then pulled out some scripted, active listening lines on me. "I'm hearing what you're saying" and crap like that. Yeah, Pumpkin, I took the same classes way back when, you aren't helping your cause...:mad:

I said "So now you're patronizing me, eh?". Arrogant little brat.

Lesson for the allnurses audience? Don't pull out that scripted nonsense on your coworkers, or actually anyone with an IQ over 100 for that matter. That's my advise for the day...

Specializes in ICU, LTACH, Internal Medicine.

Nope, Emergent, at least in this particular place it is scripting. Moreover, it is taught that asking this way will greatly increase compliance, cooperation and teamwork because "most people have difficulties refusing and uncomfortable to say "no" and so will rather agree.

Well, it sounds fine in theory, but not so in practice. At least I never had a problem to say "no". I also "mind" things ("you sure wouldn't mind if I just...?", sorry but I would, and very much so) and will not hesitate to answer "what would you think about that?" something like "well, if you want to know my opinion, then I think that (...) doesn't sound like a good idea. In fact, it is pretty much idiotic". Latter sentence being optional, of course.

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Specializes in ER.
Exactly...that person is basically "I'm not sorry" or "I mean to offend you." The one that really gets me is when people end a statement with "just saying'," as if this excuses an inflammatory or rude statement.
Uh, no offense, but this post indicates a total lack of insight, intelligence, and common sense. Just sayin'...

;)

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Specializes in Med-Surg, NICU.
We have to, for many reasons, cooperate with acute care hospital that enforces scripting to the point of no return. Patients who come from there often comment about how patronizing, unpleasant and, at the end, directly stupid it all sounds. Isn't scripting supposed to be invented precisely with the opposite goal, i.e. pleasing "customers", in mind?

My absolute favorite is "Do you want to do... for me?", meaning asking me to do something this person is actually paid for to do, like mix contrast or even move X-ray machine. Normally I will help if I can, but only when I am asked politely and using normal human language. It is kinda funny to see shock and awe caused by mine "no, huney, I do not want to do your job".

Love that response. Nurses are expected to do everyone else's job, it is about time we stopped and said "Hell no!"

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Specializes in ER.
Love that response. Nurses are expected to do everyone else's job, it is about time we stopped and said "Hell no!"

Do you want to rephrase that in a way to comply with our organization's mission statement?

Repeat after me: "I'd be happy to help. I have the time" :D

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Ugh! I hate it when others use therapeutic communication in a response to something I said.

"Thanks for sharing" or "that must have been very hard for you" as well as the above examples!

Sure, I use them on my non-nursing friends but I absolutely hate it when people say them to me.

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Specializes in MICU, SICU, CICU.

A fake scripted response, other than basic phone etiquette, puts me on edge and leads me to wonder why this person can not hold an intelligent conversation.

If I had to inform a colleague about her error and she kept saying "I hear what you're saying" or the ever popular "I'm sorry that you feel that way"

I would handle it by saying "no you dont" or " no you're not." That confuses them and they walk away.

Customer service scripts are just a means for corporations to hire unskilled people and save on training costs.

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Specializes in ER.
Ugh! I hate it when others use therapeutic communication in a response to something I said.

"Thanks for sharing" or "that must have been very hard for you" as well as the above examples!

Sure, I use them on my non-nursing friends but I absolutely hate it when people say them to me.

That MUST be frustrating! I hear you and am glad you shared your feelings.

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Specializes in SICU, trauma, neuro.

Emergent, where are your therapeutic communication skills?? You clearly are a COB who just wants to eat your young. :laugh:

Sorry, I couldn't help it. My snark has a mind of it's own today.

Seriously, that is irritating. And scary that she's too proud to take correction from an experienced colleague. :nailbiting:

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Specializes in ER.
Emergent, where are your therapeutic communication skills?? You clearly are a COB who just wants to eat your young. :laugh:

Sorry, I couldn't help it. My snark has a mind of it's own today.

Seriously, that is irritating. And scary that she's too proud to take correction from an experienced colleague. :nailbiting:

She should feel privileged to touch the hem of my scrub top as I pass by, for heaven's sake!

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Specializes in Med Surg.
it is time for...."I will talk to the lab supervisor and find out why you are not getting the results."

No, it's not time for that. It's time for the doctor to man or woman up and talk to the lab supervisor. It's not my job to make other departments do theirs.

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Specializes in Hospice.

Other professionals don't want to hear scripted responses-personally, I think they make everyone sound like Forest Gump.

I once had an Orthopedic surgeon pitch a fit in the middle of the hall because certain things hadn't been done prior to one of his patients having a procedure that day.

Did I try and reason with him? Did I use Therapeutic Communication? Hell no! I handed him my morning paper, steered him to the coffee pot, and told him to stay out of my way so I could do my job and get his patient out the door.

After I worked a little magic, and things were on track, he got up, and said "You have kids, don't you?" I answered yes. He smiled and said "Thought so. Only a mom can use that tone of voice and get away with it."

My point is, if you are confident in yourself and your ability to get the job done, you don't need a stinkin' script.

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Specializes in Urgent Care, Oncology.

Whenever I'm certain that I'm right (and I really do think I am right) I always say "Oh, can we double check that?" or "Oh, let me double check that with so-and-so, the chart, etc." I always say it in a friendly tone of voice and never try to act condescending. And when I'm wrong, I'm wrong - I apologize, admit my mistake, and move on. So far that has worked well for me. Sometimes others cannot admit that they're wrong *ahem doctors* and I just fix it and move on. At the end of the day I can sit there and argue with someone or I can fix/do whatever needs to be done, get on with the day, and then leave work on time. That's always my goal - get my butt home to my husband and puppies!

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