The effectiveness of education and cognitive rehearsal in managing nurse-to-nurse incivility: A pilot study.

ABSTRACT

AIM: Teach nurses to recognize incivility, confront it using cognitive rehearsal techniques, thereby improving job satisfaction. BACKGROUND: Nurse-to-nurse incivility negatively affects nurses, organizations, and patients. The Tri-Council for Nursing's proclamation calls nurses to recognize incivility and take steps to eliminate it in practice ("Tri-Council " 2017, https//tricouncilfornursing.org/documents/Tri-Council-Nursing-Civility-9-26-17.pdf). METHODS: A mixed method, a pilot study was conducted. Nurse participants received incivility and cognitive rehearsal education. Data were collected through surveys adapted from the Nurse Incivility Scale (NIS), the NDNQI Index of Work Satisfaction Nurse Interaction subscale, and two open-ended questions. RESULTS: Two subscale means were significant. The remaining NIS subscale means and the NDNQI Nurse Interaction subscale decreased across three time points (initial, immediate postintervention and final survey conducted six weeks postintervention). Qualitative data supported findings. NDNQI Index of Work Satisfaction had no effect on nurse job satisfaction. CONCLUSION: The intervention was effective in increasing nurses' recognition of incivility and ability to confront it. Perceived instances of incivility decreased over time. IMPLICATIONS FOR NURSING MANAGEMENT This educational intervention advances civility in nursing practice, promoting a positive work environment in which patients are cared for in a safe and efficient manner.