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The modern world is very different from that which was about one hundred years ago. The attitude has changed to a lot of notions. Today women are not housewives as they were before: they usually work and build their careers. Every woman wants to be a mother, so when the question appears whether to choose a career or family, they usually do not hesitate: they choose both. How can they do so? They hire nurses for their babies and continue their careers.
The nurses are faced with lots of problems. They often have to solve problems with nervous relatives who do not want to understand that there are some rules which should be followed without any exceptions.
Let us imagine the following situation: I am acting as a charge nurse for the evening shift, when, at 8:30 p.m., an angry family member insists on talking to me. While the family member has a barrage of issues, he hinges on the fact that the staff nurse told the two visiting family members that visiting hours were over and that they have to leave. When they resisted, the nurse threatened to call security to enforce the rules. My task is to handle this conflict. So, what shall I do?
First of all, I will take the visitors to a suitable place for a talk, offer them to have a seat, and only then will start the conversation.
I will ask them to calm down and will give a promise that we are going to solve the problem as conveniently for them as we can. There is no need to talk with nervous people as it would be impossible to receive any reasonable understanding from them.
Then I will tell them that the staff nurse was right that did not allow them to enter as she must follow the instructions she was convinced to – it is her professional obligation. My task will be to tell them about rules which everybody should follow and the staff nurse could not do any exceptions.
My next step is going to be the conviction that the visitors should better leave and come the next day. The arguments can be the following, the baby is already sleeping or is going to sleep, and the appearance of anybody may bother him/her. The baby may distract its attention, begin to smile, even may become more active what could harm the baby’s good sleep. I will tell the visitors that it is very important not to excite the baby before sleep for his/her own sake, as the exited baby may have some problems with sleep.
If after my arguments the visitors still continue to insist on seeing the baby, I will agree, but underline that I do it as an exception and will never do it again. I will tell them that they can see the baby with one condition: the baby should not see them! They will be allowed to see the baby for several seconds and after that, they will have to leave.
All the conversation should be conducted with the calm intonation of the nurse. I am going to smile every minute and try to win the visitors’ favor. The calm but strict voice is going to convince the visitors and remind them that they are not at their house and there are some rules which should be followed.
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