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Michele Pepe

Let me share an example of handling negativity from a recent meeting using the VIPP model.


I was facilitating a team of nurses through a problem-solving discussion. They were talking about how to handle coverage of work when someone called out for the day. One woman said, “Well, everything would be fine if people weren’t so lazy.” There’s a big negative statement for you. Those “lazy people” were right there in the room with her!

So I said, “Tell me what you mean when you say that.” This is me trying to get her to Vent. She said, “When someone calls out, everyone just needs to jump in and do the work. I shouldn’t have to point out things that need to be done and get attitude when I do it.” She went on for about two minutes about everything the team didn’t do well.

I said, “OK, I…

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