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Blog spotlight: Manage staffs’ special requests

Nurse Leader Weekly, October 20, 2008

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This week, expert Deanna Miller, RN, MSN/Ed, HCE, sheds some light on how to handle staffs' special requests:

We have all had our staff come to us because of a special need or request. Perhaps they need a day off for an event or opportunity that could not be planned ahead of time.Maybe their child is ill and needs to be taken to the doctor's, or the parent of a staff nurse's boyfriend dies and it is not covered under the facilities bereavement policy. How do you handle these? I can remember being a new manager, not making any exceptions, and following the "rules" to a T. But over the years I have learned that just as in nursing practice, I must think outside the box when handling personal issues. Here are my decision process steps for those personal requests:

1. I place myself in the shoes of the requester and ask myself how I would feel if I was in his or her predicament
2. I consider whether the request is a once in a lifetime opportunity
3. I weigh whether saying no will have a negative effect on the emotional or physical well-being of the requestor or their loved ones

Having a heart and being fair exposes the human side of you. This helps to gain trust and camaraderie. How do you handle the special requests of your staff?

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