Dowd Steven B, Davidhizar Ruth
J Pract Nurs. 2006 Summer;56(2):21-3; quiz 24-5.
The manner in which criticism is dealt with is one of the important behaviors to master in a healthcare work environment: 1.) respond calmly, 2) use a problem solving approach, 3) avoid blaming others, 4) increase the complainers feelings of power, 4) increase feelings of power, 5) communicate respect, 6) do not respond to criticism with an e-mail, 7) forgive the complainer and not hold a grudge; and 8) let the buck stop as soon as possible, and 9) take criticism seriously. Dealing with criticism will never be easy. It just isn't! But using a reasoned approach will help, and get us back to why we entered healthcare - to take care of patients.
在医疗工作环境中，处理批评的方式是需要掌握的重要行为之一：1. 冷静回应；2. 采用解决问题的方法；3. 避免指责他人；4. 增强投诉者的权力感；5. 增强权力感；6. 表达尊重；7. 不要通过电子邮件回应批评；8. 原谅投诉者，不要心怀怨恨；9. 尽快承担责任；10. 认真对待批评。处理批评绝非易事。确实如此！但采用理性的方法会有所帮助，让我们回归投身医疗行业的初衷——照顾患者。
