What Leaders Can Do to Stop Disruptive Behavior During a Crisis

By Dr. Renee Thompson, CEO & Founder of the Healthy Workforce Institute

During crisis, we see the best in people and the worst. Right now, our frontline healthcare teams are battling COVID-19. It’s been an ugly battle with many lives lost; however, as I write this, we are starting to see a light at the end of this very dark tunnel.

Over the last two months, I’ve talked with many healthcare leaders who share stories of amazing teamwork where all differences and past grudges no longer mattered and the “all in this together” was their battle cry.

However, I’ve equally heard stories of nitpicking, pettiness, arguing, and complaining. Although  understandable during a crisis, leaders are asking what to say — how to handle the “worst in people” during this crisis.

Do you ignore it because you understand that your employees are scared, frustrated, and exhausted?

Understanding Why People Misbehave

When afraid, stressed, and burned out, it’s understandable that people may act out. Therefore, during crisis, we can see actually see an uptick in disruptive behaviors. However, even during a crisis, negative behaviors need to be addressed.

Let’s say you have an employee who is complaining and comparing — “Well why doesn’t he have to change his schedule and I do? Why do they get free coffee and we don’t?”

Even though you may understand, please don’t ignore. Instead, confront their behavior in a firm yet caring way. Look the person in the eye and say, “During crisis, we see the best in people and the worst. Your coworkers and our patients need you to be your very best — TODAY. Because neither you nor I have any extra energy to give to pettiness, complaining or comparing. Not today.”

And here is one more thing you can add:

Look your employee or coworker in the eye, lean in a bit and say, “Can I count on your to be YOUR very best TODAY?”

Remember, even during a crisis when we understand why people may act out, they way we behave impacts patients and the team. Don’t ignore unprofessional conduct.

To download Renee’s newest resource for healthcare leaders, “8 Ways to Stop Unprofessional Conduct”, click here.

Dr. Renee Thompson is the CEO & Founder of the Healthy Workforce Institute and works with healthcare organizations to cultivate a professional, respectful, and healthy workforce culture. With 29 years as a clinical nurse, nurse educator, and nurse executive, Dr. Thompson is in demand as a keynote speaker, hosts an award winning blog, has won numerous awards, and is the author of several popular books on professional conduct.