Chapter 11 Be a Good Role Model
Be smart
Where expression of feelings and attitudes are concerned, it has been found that 55% of the impression we make on others is determined by what they see, 38% by what they hear and 7% by the words we use (Mehrabian 1981). In other words, people are very much influenced by how you look and sound, a lot more than by what you say.
Set the standard with your own uniform
1. Make sure your uniform is clean and stain-free (and fits properly).
2. Make sure your shoes are clean and/or polished. Many people consider scruffy shoes to be a bad reflection on the wearer.
3. Remove all extra jewellery. Wearing items such as a wristwatch instead of a fobwatch will give your team members the opportunity to start wearing extra bits of jewellery too. It’s unhygienic, unprofessional and a health and safety hazard. Don’t encourage it.
4. Ensure that you have a name badge which displays your job title prominently. Use only the title of ward manager, sister or charge nurse. All other titles are not generally recognisable by the public.
Personal grooming
Personal grooming should also be in tip-top condition:
1. Don’t neglect your hands and nails. Antiseptic handwash, alcohol gel and the constant use of paper towels can play havoc with your skin. Keep a small tube of hand cream in your pocket. Keep your nails short.
2. Keep your hair neat and tied up if long. Your hairstyle can soften or sharpen your image. You will look less confident if you hide behind your hair or have straggly bits hanging over your face.
3. For women, be sparing with make-up.
4. If you smoke, camouflage the smell when you return to the ward. Use mints and wash your hands. The smell is very distinctive and can be off-putting for non-smokers. It can also exacerbate nausea in sick patients.
5. Be professional at all times. When you are on non-uniform days such as awaydays, meetings or office days, continue to dress smartly. A manager can take no days off from being smart. Your appearance is the most noticeable thing about you.
Make a good first impression
Centre the spotlight on the other person
‘Oh hello. We are a bit busy at the moment. I’m afraid that your father’s admission was unexpected. We are a little short staffed but I promise I will come over and see you as soon as I can.’
‘Hello there. Your father has been admitted to bed ten. If you’d like to take a seat in the dayroom, I’ll come and explain everything to you in about 20 minutes once we’ve settled him in.’
The same applies when you are meeting other health professionals:
Focus on self: ‘Hello. I’m the ward sister. I’ve been here for a good few years and know how the place runs like the back of my hand. If you need anything, let me know.’
Focus on other person: ‘Hello. You must be Mark Smith. I understand you’ve just started. How are you settling in?’
