| Verbal abuse against nurses is a wide spread problem in Canada and around the world. Unfortunately, an increased awareness of the problem has done little to bring forth effective solutions. This action research project engaged Carewest managers and frontline nurses in a discussion about organizational and individual empowerment around the issue of verbally abusive clients. This research project utilized appreciative inquiry methodology, a blended focus group/learning circle inquiry process and an extensive literature review to obtain data. The data indicated that emotional intelligence, trust, and relationships, the ability to collaborate with leaders and colleagues, and the availability of education were important in empowering staff to provide care to verbally abusive clients. The recommendations from these findings include, but are not limited to, the creation of opportunities to dialogue such as a world cafe, the development of a community of practice, and the availability of educational opportunities for staff. |
