You started your day with a BAD attitude. But someone was so kind to you that you couldn’t help but turn it around to positive. Has this ever happened to you?
Real World Story: I have a very good friend who is a retired nurse. He is the MOST compassionate, kind and positive person I’ve ever met. His positive influence is obvious when I observe his former coworkers run up to him and give him huge hugs and wide smiles whenever they see him. (FYI, his name is Richard Brock. If you know him, give him a hug. He deserves it!) He recently recounted the following story to me:
Years ago I was training a novice nurse who was having trouble connecting with patients. She was very good with the clinical aspects of her job but was perceived as very rude and abrupt because she neglected to include the personal touches in patient care. To help with her development, I asked her to make a few personal comments to patients when entering their rooms instead of first rushing into clinical questions. I gave her examples: one elderly woman’s room had a picture of a young boy. I innocently asked, “Is this your boyfriend?” to which the woman gave a warm laugh. Another patient’s room had a single flower in a vase sitting on a tray. I simply said, “My, what a lovely flower” to which the patient gave a genuine, warm smile.
I then turned it over to the nurse and said, “Okay, the next room is your opportunity to connect with the patient.” She immediately became terrified. She said, “Oh no, not the next
35614509 – male caretaker assisting senior man
room. That patient is angry and yells at everybody.” I said, “Perfect! Give it a try anyway.”
As we walked in, I noticed the male patient, sitting upright in his bed with an angry look on his face. He immediately asked in a brusque tone, “What do you two want?” The training nurse nervously replied, “We’re here to do our rounds and to see how you’re doing.” He yelled back, “I’m fine! You can go now!” I knew I needed to step in. So I said, “I’m here for a different reason. I’m here from administration and I’m here to see how you’re really doing because we care about you.” Again, he replied in a loud and direct tone, “Like I said, I’m fine. You can go.” I noticed a small stuffed kangaroo above his left shoulder, so I continued, “Just to let you know, it’s perfectly acceptable to have animals in your room. As long as we don’t have to feed or clean up after them.” The man paused then burst into laughter. He then said, “I’m sorry I was so rude before. I’m going into surgery today, and I’m a little worried about it.”
Amazing, huh? I like to call that the “Attitude 180.” And it all started with a little kindness.
Strategies that turn it Around:
- When dealing with patients, clients, customers—any human being, really—START the interaction with a positive comment or smile.
- When you encounter negativity, stay positive and use empathy. “Get in the other person’s shoes” and look at the situation from his or her perspective.
- When kindness and empathy fail, stay positive and don’t take it personal. Sometimes, people simply want someone to listen to them, even though the message is delivered loudly and rudely.
Remember: Most people are good at heart. Most people mean well. Most people don’t set out to be angry or rude. Let’s turn it around on rudeness and fill people with kindness and watch the ripple effect cascade outward.
How do to spread kindness and positivity? Please share in the comments section below.