Tips for Working with Travel Staff

The health care staffing shortage is at an all-time high. Health care workers are burnt out and exhausted, and many times, the solutions seemingly being offered are pizza parties or pulling in travel staff to help. Which would you pick? Not only are travelers filling in gaps for overworked staff, but they are also helping ensure that patients still receive the care they need during these hard times when staff are having a tough time even caring for themselves.

Nurses who choose to travel do so for many reasons, and the individual nurse who travels is not at fault for the turmoil that has developed with pay disparities (this is an issue that should be addressed with health care leaders on a national scale). Regardless of whether the travelers are nurses, technicians, or other health care specialists, they are there to lend a hand during tough times for a facility or unit. While many nurses on staff are happy to have a helping hand, behind the scenes, travelers can also cause units some conflict. Permanent staff may complain that traveling staff are getting paid more but may know less or have less experience. Although this may be true in some cases, it is important to recognize that the travelers are there to give the permanent staff a break and are not there to stay forever. Health care staffing shortages are not likely to get better anytime soon; therefore, nurses must navigate this tough terrain with effective conflict resolution skills.

Communication

Conflict resolution starts with effective communication. Effective communication includes using active listening, avoiding interruptions unless seeking clarifications, and using “I” statements instead of “you” or “we.” Using these techniques fosters value in conversation and builds relationships instead of dismembering them. When working with travelers, it is important to focus on the problem at hand instead of placing blame. Table 1 provides some example phrases to use to avoid placing blame.

Table 1. Examples Phrases to Use to Avoid Placing Blame

Identifying Solutions

Another strategy to resolve conflict with traveling staff is to identify the possible solutions for problems that arise, such as assisting with or delegating care not performed, feelings regarding favoritism versus seniority, and clashing personalities. Effective communication also is key in maintaining an objective viewpoint and understanding where staff members may be coming from. Maintaining an objective viewpoint focuses on factual data while a subjective view focuses on personal interpretation on the subject. Ideally, the solution would be to agree on an alternative that benefits both parties to some degree—whether that be rotating temporary staff through more complex assignments or simply rearranging a holiday seniority list based on the current staffing situation. All parties should first recognize that their leaders want a healthy, happy working environment. Any staff relationship problems identified within a unit should be escalated to management to resolve and provide an unbiased resolution. Ultimately, having a comfortable rapport with unit leaders provides a safe space for staff members to vent or evaluate issues with traveling staff before it gets escalated to scenarios like bullying or staff segregation.

Be Kind         

A third strategy to resolve conflict is not one that will be found written in big bold letters within a world-renowned and intensely researched psychology book, but rather a trademark a parent or guardian may have instilled in their children: be kind. It is true that everyone is fighting their own battle that others may know nothing about. Permanent staff can invite new travel staff to eat lunch with them and get to know their personalities, experiences, and background. Allowing room for new relationships to be formed can take away the initial stress of becoming acclimated to an unfamiliar environment and promotes success within the unit. Staff who want to promote positive development and standardization within the unit can help travelers and lead the way to unity and ensuring that patients are put first.

Conclusion

Health care is hard. Appropriately staffing a unit is hard. Many facilities are short staffed, and many staff members are burned out. Remembering the “why” of nursing is important: advocating for patients and working hard next to all the coworkers along the way who have made the job bearable. Nurses should be that coworker to their travelers who stand alongside them in these challenging times.

AORN Resources

Open access:

• Two Steps to Become a More Effective Communicator | AORN
• 3 Ways to Tap into the Power of Partnerships | AORN

AORN members can access:

• Fostering social connectedness - AORN Journal