12. “I got a whole new team and
didn’t have to change the people
because they changed
themselves.”
Paul Utemark, Chief Executive Officer
Fillmore County Hospital
Geneva, Nebraska
31. “A silent epidemic, a great threat to
patient safety, an ugly secret in the most
caring of professions, these are just a
few of the ways that incivility and
bullying have been referred to in the
literature over the last 10 years.
Edmonson, Bolick and Lee: A Moral
Imperative for Nurse Leaders: Addressing
Incivility and Bullying in Health Care,
Nurse Leader, February 2017
33. “Prying into one another’s concerns,
acting behind another’s back,
backbiting, misrepresentation, bad
temper, bad thoughts, murmuring,
complaining...”
Florence Nightingale, in a letter to graduates
of the Nightingale School of Nursing
34. “Prying into one another’s concerns,
acting behind another’s back,
backbiting, misrepresentation, bad
temper, bad thoughts, murmuring,
complaining. Do we ever think of
how we bear the responsibility for all
the harm that we cause in this way?”
Florence Nightingale, in a letter to graduates of
the Nightingale School of Nursing
35. “She laughed at my questions when I
dared ask them... She also let me
know she was willing to throw me
under the bus.” http://allnurses.com/general-nursing-discussion/preceptor-from-
hell-1088911.html?awt_l=6J3lI&awt_m=3gy9jxym26oxpx0
February 5, 2017
36. “People complain and gossip but refuse to
get involved. They won't come to staff
meetings, they won't join committees,
they won't offer solutions.”
http://allnurses.com/nurse-management/the-enemy-the-
1089398.html?awt_l=6J3lI&awt_m=3Zwn_z.R66oxpx0
February 8, 2017
37.
38. “Roughly 60 percent of new RNs
quit their first job within 6 months
of being bullied, and one in three
new graduate nurses considers
quitting nursing altogether because
of abusive or humiliating
encounters”
https://www.americannursetoday.com/break-the-bullying-cycle/
39. And it’s not just nurses!
Toxic emotional negativity harms everyone!
41. “The negative impact of incivility can be
significant and far-reaching and can affect
not only the targets themselves, but also
bystanders, peers, stakeholders, and
organizations. If left unaddressed, it may
progress in some cases to threatening
situations or violence.”
42. In one survey of more than 4,500
healthcare professionals, 71 percent tied
disruptive behavior, such as abusive,
condescending or insulting personal
conduct, to medical errors, and 27
percent tied such behavior to patient
deaths.
http://www.nytimes.com/2015/06/21/opinion/sunday/is-your-boss-mean.html
67. Invisible Architecture is to
the soul of your organization
what physical architecture is
to its body.
68. With great architects and
builders, the physical
construction is seamless –
there is no gap between
the foundation and the
walls.
69. In great organizations the
Invisible Architecture is
seamless...
There is no gap between
the values posted on the
wall and the behaviors
seen on the floor.
134. You can rewire the hardware by
reprogramming the software!
“[W]e are seeing evidence of the
brain’s ability to remake itself
throughout adult life, not only in
response to outside stimuli, but
even in response to directed mental
effort. We are seeing, in short, the
brain’s potential to correct its own
flaws and enhance its own
capabilities.”