1.
Welcome to the

2.
Dr. Rita Lakhani.
Principal,
Jupiter College of Nursing, Thane.
PROFESSIONA
L ETIQUETTE
–MODULE

3.
PURPOSE OF LEARNING PROFESSIONAL
ETIQUETTE IN NURSING
• To enable nurses advance in their career
• To help nurses boost their self esteem
• To help creating positive impression

4.
CATEGORIES OF PEOPLE A NURSE TO COMMUNICATES WITH
• Patients
• Doctors
• Senior nurses(Managers,
Directors)
• Team members
• Patient’s relatives
• Visiting professionals

5.
WHEN MEETING IF NAME IS FORGOTTEN
• Be truthful and polite
• Say “I remember meeting you, but have
forgotten your name”

6.
HAVE TROUBLE REMEMBERING NAMES?
• Listen carefully
• Repeat person’s name eg. “It is a pleasure meeting you Merlin”
• Try to connect the person’s name with someone or something
• TIPS : CONCENTRATE, ASSOCIATE, REPEAT (CAR)

7.
MEETING AND GREETING PEOPLE
• Greet with a smile and hello
• Introduce yourself
• Shake hands if appropriate
• Be focused
• Converse briefly with clarity
• Be open
• Respect and value others
• Make sure to impact positivity

8.
Shaking Hands And Greeting
• Am I judged by the quality of my hand shake?
Yes! A confident firm handshake can empower a relationship
RULE:
1 Do Not Cusps Your Hand. Extend Your Right Hand horizontally
With Your Thump Up.
2 Shake two or three times and drop your hand

9.
HAND SHAKE DOs
• Stand up
• Make eye contact
• Offer firm grip
• Smile
• Be considerate of
personal space

10.
HAND SHAKES DONTs
• Remain seated
• Limp or Damp fingers
• Turn the persons hand over
• Squeeze the other person’s hand
• Refuse or forget to shake hand

11.
SOME INTERPRETATION OF HAND SHAKE
• Dead fish-Cold and Clammy – Denotes passive personality, low self esteem
• Pull in-Holds on to hand and
Moves you -Trying to manipulate you, manipulative
• Twister- grabs hand then twist – Want to keep you in a submissive position
• Squeezing fingers- - Keeping you in a comfortable position
• Palm facing down - Wants to be in control
• Bone crusher - Equating brute strength and power
Hindu Culture- Man and woman hand shake is avoided

12.
ELEVATOR PITCH
• Always face the elevator doors. ...
• Minimal eye contact is standard. ...
• Do not talk amongst yourself about some patients
• Keep phone calls private, low tone. ...
• Exit when the elevator is full.
TIPS: - Capture attention
- Keep it short
- Make a request
- Demonstrate your
passion

13.
PECKING ORDER TO
INTRODUCE
Rule: The person of honour is mentioned first
Example- Director Nursing – Staff Nurse
10 years Senior nurse – 2years a Junior nurse
Client - Colleague

14.
KEY STEPS FOR INTRODUCTION
• Mention the name of the person (in pecking order)
• Say some thing about her (the person being introduced)
• Come back to the person of honour and say something about the other
person
Eg. Mr Dutt, this is Ms Pillai, our Chief Nursing Officer. Mr Dutt is our new
recruit.

15.
BEAWARE OF PERSONAL & EMOTIONAL BARRIERS OF
COMMUNICAION
PERSONAL BARRIERS EMOTIONAL
BARRIERS
-Values and beliefs -Perception
-Lack of confidence -Past experience
-Channel of communication -Egoism
-Message overload -Negative attitude
COMMUNICATION IS AN ESSENTIAL ELEMENT OF
PROFESSIONAL ETIQUETTE

16.
PRONOUNCING THE NAME INCORRECTLY
• INCIDENT TO REFLECT ON:
Shivani frequently called the Medical officer Dr. Virein and pronounced as
Viran. several weeks later she learned from a colleague that the staff had been
getting a good laugh out of this mispronunciation for weeks.
Shivani felt embarrassed and wished they had been more considerate and
corrected her in the beginning rather than making fun of her

17.
ART OF SMALL TALK
• SMALL TALK IS GATEWAY TO NEW
RELATIONSHIP
-Precise
-Focused
-Simple language
-Complete
-Unbiased

18.
Breaking ice with small
talk
• OBSERVE –Talk on what is
observed eg. It looks like there
are 200 candidates.
• ASK -Ask questions
• REVEAL - Talk something
about yourself, the event or the
plans

19.
NETWORKING
TO BUILD RELATIONSHIP IT IS IMPORTANT TO
FOLLOW:
• Respect
• Courtesy
• Openness
• Helpful attitude

20.
SOME COMMON PATTERN OF NETWORKING AT
SOCIAL EVENTS
• Standing alone
• The open two
• The open three
• The closed two
• The closed three
• Large group may be in circle
THE FIRST THREE ARE BETTER FOR NETWORKING, THE LAST
THREE MAY BE AVOIDED

21.
TIPS FOR GETTING THROUGH NETWORKING
• Arrive early
• Approach with positive attitude
• Keep enthusiasm alive
• Carry your business card
• Make new contacts
• Write down pertinent information
• Choose appropriate topics for conversation
• When wanting to leave excuse yourself and disengage politely

22.
Thought For Reflection
“I have learned that people will forget what you said people will
forget what you did but people will never forget how you made
them feel”
Maya Angelou

23.
GENERATIONAL DIFFERENCES
IN COMMUNICATION
• Born before1945- Veterans – Talks one to
another believes meeting in person
• Born 1945 to 1960-baby boomers – likes to
converse over the phone, talks extensively
• Born 1960 to 1980-X gene -
Achievement oriented, high values for money
and work
• Born !980 to 2000-Y gene -Netsavy, Techno
files, needs information in bits and bytes,
short attention span
• Millennials present generation - ? ?
The older generation may consider the new as
distracted, disorganised and disrespectful

24.
MENTORING CAN HELP CAREER
DEVELOPMENT
• It helps to build your
confidence
• Helps to increase
productivity
• Prepares you for
leadership roles

25.
WHEN COMMUNICATING WITH A DIFFERENTLY ABLED
• Avoid using words victim, crippled
invalid
• Ask if they need a help before moving
to help
• Be polite and respect the individual
• Do not show any embarrassment when
they say “I am deaf or hard of hearing
• Tap the person on hand arm or shoulder
when need to call attention

26.
NURSE TO NURSE COLLABORATION
CIVILITY IS THE KEY WORD FOR NURSE TO NURSE COMMUNICATION
• Be polite
• Show courtesy
• Give respect
• Make others feel valued
• Contribute to team building
• Be open

27.
INCIVILITY AT WORK PLACE-VERBALABUSE
• Demanding comments
• Inappropriate language
• Impatience
• Insulting
• Ethnic jokes

28.
INCIVILITY AT WORKPLACE-
NEGATIVE BEHAVIOR
• Humiliating
• Scapegoating
• Withholding information
• Undermining staff morale
• Cultural bias
• Spreading rumours

29.
INCIVILITY PHYSICAL BEHAVIOUR
• Throwing charts, objects
• Assaulting
• Punching a wall
• Rage of anger
• Slamming doors
• Banging into others

30.
Impact Of Uncivil Behaviours In Hospital
• Reduced job satisfaction for nurses
• Increased turn over of nurses
• Patient care quality is
at threat
• Decreased patient
satisfaction

31.
Global Interventions Against Nurse’s
Incivility
• In 2009 JCI has listed incivility and bullying as sentinel events
• Code of conduct for nurses and conflict resolution are topics
often discussed

32.
SOME SOCIAL ETIQUETTE IN GENERALS
• Respond to phone calls, emails in a timely fashion
• Don’t interrupt conversations to respond to phone calls,
messages unless urgent
• Participate in Department events

33.
CONFRONTING BULLYINGS
• Identify the bullying
• Take care of yourself
• Address the bullying
• Be firm, confident, assertive
• Set boundaries

34.
CONFRONTING LACK OF
TEAM WORK
• Identifying problems and issues
• Analyse the causes/factors hindering team work
• Provide education to update all in knowledge and skill
• Conduct group discussions
• Involve everyone, allow freedom to voice out issues
• Utilise mentoring
• Monitor the performance and provide feedback
• Facilitate necessary resources

35.
CONFRONTING PROBLEM-STOP STRATEGY
Plan, prepare and practice before confronting
S : State the situation
T : Tell the person what you want
O : Offer an opportunity for a response
P : Provide closure -thanking

36.
CONFRONTING TARDINESS
DEALING WITH A STAFF WHO IS TARDI-USING
STOP STRATEGY
• S: Monday and Tuesday you arrived 20 mts late for work
• T: I want you to be here on time at 7am daily
• O: Can we agree to this?
• P: Thanks, this will help us work together better

37.
NURSE TO PHYSICIAN COLLABORATION
EBP: Improved collaboration between nurses and doctors lead to better patient
care (Pagana K.D 2012)
• Greeting
• Introducing yourself
• Keeping all concerned staff and patients informed on arrival of the doctor
• Make round with the doctor/have the orders documented on the case paper
• Provide latest report of the patient
• Check the orders before the doctor leaves the unit and clarify as needed
Doctors become impatient with lengthy and rambling messages

38.
SBAR TECNIQUE WHILE SENDING CALL/ MESSAGE
TO DOCTOR
S: Situation-reason for the call
B: Back ground –Patient’s history and progress as relevant
A: Assessment – Vital signs, Lab results, clinical findings
R: Recommendations – What would you want the doctor do ?
REFLECT AND DISCUSS

39.
WHEN PATIENT SAFETY IS AT STAKE
• A check back tool is /method
is safe
• EXAMPLE: Doctor Give
Lasix 60 mg I/V stat
• Nurse: Lasix 60 mg I/V stat
(She repeats)
• Doctor: That is right

40.
COMMUNICATING FOR PATIENT’S SAFETY
• When a woman in labour is not progressing and foetal HR
decreasing
• Nurse: I am concerned, babies' heart rate is 60/mt
• Nurse later: I am uncomfortable with the decreasing HR
• Nurse: it is unsafe to continue labour

41.
TIPS FOR GOOD LISTENING
• Make good eye contact
• Ignore distractions
• Smile and nod your head
• Lean forward
• Ask questions

42.
DONT’S FOR EFFECTIVE COMMUNICATION
• Do not finish sentences for others
• Day dreaming
• Interrupting
• Changing the subject
• Looking at watch or mobile
• Distracting body language

43.
YOUR BEST RESPONSE WHEN PATIENT THANK YOU
A professional behaviour is expected
• Smile and say “my pleasure or “you
are welcome”
• Don’t use the phrase “no problem”

44.
NURSE’S PLAYING A ROLE FOR
ADVOCACY
INCIDENT: Mr. Raju with a fracture patella was admitted and operated. He
started physiotherapy on the first post operative day After return from PT he
was upset and told the nurse several reasons why he was unhappy with his
treatment in PT department. The nurse contacted the PT supervisor and
explained the concerns, the supervisor came to the unit to discuss the problem.
Mr. Raju was the treated by a different therapist and was pleased with the
quick response to his concerns.
This explains the nurse’s role as an advocate for patients in vulnerable
positions

45.
ATTIRE AND APPEARANCE FOR PROFESSIONALISM
• PEOPLE UNCONSCIOUSLY JUDGE YOU ON
YOUR CLOTHES AND ON APPEARANCE
• How you dress create a powerful impression
• A code to follow is “DRESS SUITABLE TO YOUR
ROLE”

46.
• Professional etiquette is an unwritten code of conduct regarding the
interactions among the members in a business setting. When proper
professional etiquette is used, all involved are able to feel more
comfortable, and things tend to flow more smoothly. Professional etiquette
plays a monumental role in making a lasting positive first impression. In
professional situations, displaying proper etiquette can give you a
competitive edge over others who may not be using proper etiquette.
Likewise, failing to use the correct etiquette may result in being overlooked
for employment or losing other valuable opportunities. Professional
etiquette can be applied to many areas of an individual's work life including
e-mails, phone calls, and business meetings.