Role Play #1 You are doing support on a unit & a staff member become very hostile & argumentative. This is occurring at the nurses station with others around including pts & families What is the Best Way to handle the situation? What is the Worst Way to handle the situation? Act out examples of both… be creative. KEY: Make sure they include: De-escalation Involve unit mgt. team Take the discussion to a more private area Other?

Role Play #2 You are doing support on a unit & everyone working reports they do not need help. You review some work & observe that one particular person is struggling and making many mistakes. What is the Best Way to handle the situation? What is the Worst Way to handle the situation? Act out examples of both… be creative. Key: Make sure they include: Avoid embarrassing struggler Show data of what is wrong Other?

Role Play #3 You are doing support on a unit & in report you have been told that Nancy Nurse has not received help from Super User/SSS yet. Every time she was asked earlier she was “too busy” & that she always seems to be busy. Support is ending soon & your task is to assess how Nancy is doing & impose some assistance. Key: Make sure they include: Consultation w/CSL to verify “business” legit In assertive (but NOT aggressive) manner, impress up on the resister that this is NOT going away and that you really want to help them be successful in the very short amount of time allocated to support Other? What is the Best Way to handle the situation? What is the Worst Way to handle the situation? Act out examples of both… be creative.

Role Play #4 You are doing support on a unit on the “go live day”. It has been horribly busy. One nurse that you are attempting to help is practically in tears she is so frustrated. This is a very experienced nurse that is well respected by her peers but really struggles with computers. Key: Make sure they include: “Taking care of pt. MOST important” Focus on not more than 3 key messages to address highest priority concerns Document concerns. We have got to make this work for this nurse or no one else will trust it. Other? What is the Best Way to handle the situation? What is the Worst Way to handle the situation? Act out examples of both… be creative.

Role Play #5 You are doing support on a unit on the “go live day”. It has been horribly busy. All the staff are complaining that they system is unsafe & they can’t believe that you are making them use it. One nurse absolutely refuses to use the system. From your perspective the system is generating a lot of errors and response time is extremely slow. You are very frustrated as well. Key: Make sure they include: Fall back if features really not working is to use downtime procedures for that specific issue Make sure to report system issues Consult with SSS partner Other? What is the Best Way to handle the situation? What is the Worst Way to handle the situation? Act out examples of both… be creative.