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Suggested Answers to Cases > Case 4: Bounce Back

Case 4: Bounce Back

Counseling a highly sensitive individual on any facet of attitude is a difficult challenge. That Frank is a male nurse shouldn’t make it more difficult, but the fact that Frank is one of her supervisors and an authority figure might. Frank will need all of his counseling skills. Once Sue Ellen relaxes and senses that Frank really wants to help, progress is a possibility. Frank should try to reach these goals: (1) Convince Sue Ellen that there is probably nothing personal about people stepping on her attitude—it is simply a characteristic of the work environment. Patients can be unreasonable. Doctors, under pressure, also can be unreasonable. She should endeavor to not take such verbal abuse personally. (2) Illustrate that everyone gets their attitudes stepped on and everyone must learn how to cope with it in their own way. Sue Ellen needs to know that she is not being singled out. (3) Assure her that with effort, her personal confidence will increase; and encourage her to make a goal out of whipping the problem. Frank may want to make it a goal between the two of them so Frank can compliment her on the progress she shows. With the reinforcement Frank provides in this manner, Sue Ellen will become a stronger person and will have a brighter career future.


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