Coffee Break: Breaking the Cycle of Bullying in Healthcare, One Cup at a Time

Difficult conversations may never feel easy, but leaders can become more skilled and confident in having them. In this throwback episode of Coffee Break, Dr. Renee Thompson speaks with Diane Salter, Director of Surgical Services at WellSpan Health Ephrata and a consultant for The Healthy Workforce Institute, about addressing disruptive behavior, giving honest feedback, and holding employees accountable with compassion. Diane shares examples from surgical services, including conversations involving physician behavior and a highly personal employee concern, to show why leaders cannot avoid uncomfortable situations. She explains how self-awareness, preparation, empathy, and curiosity can help leaders communicate clearly without losing respect or trust. Diane also discusses the importance of focusing on behavior rather than attacking someone’s character and creating a workplace where feedback and peer accountability are part of the culture. Tune in to learn how to prepare for challenging conversations, stay focused when emotions rise, and lead with both empathy and assertiveness. About Diane Salter Diane Salter is a registered nurse with 25 years of experience in clinical nursing, education, and healthcare leadership. She leads more than 100 staff members across pre-hospital assessment, short-stay care, the operating room, post-anesthesia care, central sterile supply, and surgical inpatient units. With a strong clinical background in preoperative and post-anesthesia care, Diane is known for leading with confidence, enthusiasm, and passion. She challenges the status quo, communicates clear expectations, and works to create an environment where staff provide excellent patient care while treating one another with respect. Diane maintains professional certification as a nurse executive. She was nominated for a Nightingale Award in 2023 and received the 2024 Pennsylvania Nightingale Award in the Nurse Leader, Manager, or Director category. Things You’ll Learn Difficult conversations usually involve high stakes, differing opinions, and strong emotions. Leaders should approach challenging conversations as opportunities for growth rather than something purely negative. Preparation helps leaders stay clear, focused, and consistent when an employee becomes defensive or emotional. Leaders should address specific behaviors rather than criticizing someone’s personality or character. Curiosity can help leaders understand what may be contributing to an employee’s behavior. A healthy workplace culture allows employees and peers to hold one another accountable respectfully. Links & Resources: Connect with and follow Diane Salter on LinkedIn. Follow WellSpan Health on LinkedIn and visit their website! Check out the 33 Scripts Guide to Address Disruptive Behaviour here! Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here! Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here. Learn more about the Eradicating Bullying & Incivility eLearning Program here! Have a question for Renee? Email us at wecare@healthyworkforceinstitute.com to have your leadership question featured in an upcoming Q&A episode! Disclosure: The host may be compensated for linking to other sites or for sales of products we link to. As an Amazon Associate, Coffee Break earns from qualifying purchases. Liked this episode? Rate, review, and share with your colleagues. Your support helps us reach more healthcare leaders working to create better work environments.

Tolerating one toxic high performer can quietly damage an entire team. In this episode, host Dr. Renee Thompson discusses how leaders can effectively address bullying and incivility from clinically competent but disruptive employees. She explains why vague expectations allow bad behavior to persist and how clearly defined behavioral standards create accountability. Drawing on the “love ’em, but leave ’em” approach, Dr. Thompson outlines how to hold difficult but respectful conversations that balance truth with grace. She emphasizes that professionalism and kindness are as essential to patient outcomes as technical skill, and must be treated as non-negotiable. Tune in to learn practical strategies for protecting culture, restoring psychological safety, and leading with clarity and courage. About Dr. Renee Thompson: Dr. Renee Thompson is a leading authority on creating healthy work cultures by eliminating bullying and incivility in healthcare. With more than 31 years of experience as a clinical nurse, educator, quality manager, and executive leader, she has become one of the most sought-after experts on workplace culture. As CEO and Founder of the Healthy Workforce Institute, Renee works with healthcare organizations around the world to equip leaders with the tools they need to cultivate professional, respectful, and supportive teams. Renee is a published author, award-winning speaker, and one of only 30 nurses worldwide to earn the Certified Speaking Professional designation. She also serves on The Joint Commission’s Workplace Violence Technical Advisory Panel and has been recognized globally for her thought leadership and advocacy. What You’ll Learn In This Episode: Workplace bullying and incivility have a measurable negative impact on employee engagement, retention, well-being, and patient outcomes. Clinically competent employees must still be held accountable for professional behavior, technical skill alone does not excuse disrespectful conduct. Leaders must set clear, specific behavioral expectations and involve the team in defining what is acceptable and unacceptable. Honest, respectful conversations that balance truth with grace are essential for addressing disruptive behavior while maintaining dignity. The “love ’em, but leave ’em” approach allows leaders to care for employees while being willing to remove those who consistently violate behavioral standards, protecting team culture and psychological safety. Links & Resources: Connect with and follow Dr. Renee Thompson on LinkedIn. Learn more about the Healthy Workforce Institute on their LinkedIn and website. Check out the 33 Scripts Guide to Address Disruptive Behaviour here! Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here! Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here. Learn more about the Eradicating Bullying & Incivility eLearning Program here! Have a question for Renee? Email us at wecare@healthyworkforceinstitute.com to have your leadership question featured in an upcoming Q&A episode! Disclosure: The host may be compensated for linking to other sites or for sales of products we link to. As an Amazon Associate, Coffee Break earns from qualifying purchases. Liked this episode? Rate, review, and share with your colleagues. Your support helps us reach more healthcare leaders working to create better work environments.

A respectful culture doesn’t happen by accident; it’s built through values, leadership, and systems that hold everyone accountable. In this episode, Dr. Gerald Hickson, Founding Director of the Vanderbilt Health CPPA, discusses what it truly takes to create and sustain a culture of safety and respect in healthcare. He explains why clearly defined core values must guide decisions during crises, how leadership credibility depends on fairness and consistency, and why peer-to-peer accountability is more effective than top-down punishment. Dr. Hickson explores the “coffee conversation” model for addressing early signs of unprofessional behavior, the role of data in identifying harmful patterns, and how structured escalation prevents small lapses from becoming systemic risks. He also shares how infrastructure, AI-assisted reporting, and interdisciplinary huddles help organizations respond quickly to serious concerns while supporting clinicians, and he closes with reflections on leadership courage, sustainability, and why respectful behavior is inseparable from patient safety and team performance. Tune in to learn how to build a culture where accountability, trust, and safety reinforce one another! About Dr. Gerald Hickson: Gerald B. Hickson, MD, is the Joseph C. Ross Chair of Medical Education and Administration, Professor of Pediatrics, and Founding Director of the Vanderbilt Health CPPA. Since joining Vanderbilt in 1982, he has held senior leadership roles in clinical affairs, risk prevention, and systemwide quality and safety, including Senior Vice President of Quality, Safety, and Risk Prevention, helping advance high reliability and professional accountability at VUMC. For more than three decades, Dr. Hickson’s research has explored why patients pursue litigation, why some clinicians attract disproportionate claims, and how health systems can intervene early with high-risk behaviors. His work has produced 170+ peer-reviewed publications and led to widely adopted programs such as PARS® and CORS℠, now used in over 200 U.S. hospitals. A national leader in patient safety and professionalism, he chairs the board of the Institute for Healthcare Improvement, serves on the board of Keck (USC) Health System, and advises international regulators. What You’ll Learn In This Episode: A culture of safety starts with clearly articulated core values that leaders consistently uphold, especially under pressure. Peer-to-peer conversations are more effective than punishment because they promote reflection and self-regulation instead of defensiveness. Small lapses in behavior often signal larger patterns, and data systems help organizations intervene before harm occurs. Most professionals correct behavior after a single respectful conversation when expectations are clear and fair. Infrastructure, not good intentions, determines whether accountability is applied consistently across roles and hierarchies. Links & Resources: Connect with and follow Dr. Gerald Hickson on LinkedIn. Follow Vanderbilt Health on LinkedIn and visit their website! Check out the 33 Scripts Guide to Address Disruptive Behaviour here! Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here! Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here. Learn more about the Eradicating Bullying & Incivility eLearning Program here! Have a question for Renee? Email us at wecare@healthyworkforceinstitute.com to have your leadership question featured in an upcoming Q&A episode! Disclosure: The host may be compensated for linking to other sites or for sales of products we link to. As an Amazon Associate, Coffee Break earns from qualifying purchases. Liked this episode? Rate, review, and share with your colleagues. Your support helps us reach more healthcare leaders working to create better work environments.

What happens when a healthcare leader finally steps away from the chaos? In this episode, Dr. Megan Carter, President and Founder of MC Health Care Consulting, discusses how stepping away from nonstop crisis mode led her to heal from burnout, redefine her identity beyond titles, and ultimately launch the Chaos Whisperer movement. She shares how years of fight-or-flight leadership left her nervous system dysregulated, and how intentional reflection, nervous-system work, and support from peers helped her imagine a healthier way to lead. Dr. Carter explains why today’s nurse leaders often feel trapped in meetings, interruptions, and firefighting, rather than focusing on their teams and patient care. She also outlines practical strategies for reclaiming time, addressing unspoken expectations, and creating protected space for meaningful leadership work. Tune in to discover how healthcare leaders can transition from merely surviving to thriving, and lead with clarity, impact, and humanity! About Dr. Megan Carter: Dr. Megan Carter is an innovative nurse executive with nearly 20 years of experience leading healthcare teams in hospitals across the country. She is a proud graduate of Duke University, where she received her DNP in Executive Leadership and is board-certified as an Advanced Nurse Executive. She is also a graduate of the Nurse Executive Fellowship through the AONL. Dr. Carter is the President & Founder of MC Health Care Consulting, where she has started the Chaos Whisperer movement for busy healthcare leaders. As a published author & consultant, she is helping healthcare and nurse leaders address burnout, overwhelming workloads, and meeting overload through her patented frameworks and programs, including the Simplify to Impact workshops, keynote speaking, consulting and executive coaching. Dr. Carter is the host of “The Chaos Whisperers of Healthcare” podcast, where she and her guests give busy healthcare leaders the practical tips and tools they need to go from surviving to thriving in leadership. She is an active board member of the North Texas Organization for Nursing Leadership and supports the work of the Education Committee and the Membership Committee. She is also a member of the AONL Annual Conference Committee and an advisory board member of the Texas Christian University DNP program. What You’ll Learn In This Episode: Leadership burnout is driven by nervous system dysregulation as much as excessive workload. Healthcare leaders often tie their identity and worth to titles, productivity, and constant availability. Nurse leaders are overwhelmed because they lack control over their time, priorities, and unspoken expectations. Protected time is essential for clinician support, patient safety, and quality outcomes. When leaders reclaim time and regulate their energy, culture, well-being, and patient outcomes improve. Links & Resources: Connect with and follow Dr. Megan Carter on LinkedIn. Follow MC Health Care Consulting on LinkedIn and visit their website! Check out the 33 Scripts Guide to Address Disruptive Behaviour here! Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here! Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here. Learn more about the Eradicating Bullying & Incivility eLearning Program here! Have a question for Renee? Email us at wecare@healthyworkforceinstitute.com to have your leadership question featured in an upcoming Q&A episode! Disclosure: The host may be compensated for linking to other sites or for sales of products we link to. As an Amazon Associate, Coffee Break earns from qualifying purchases. Liked this episode? Rate, review, and share with your colleagues. Your support helps us reach more healthcare leaders working to create better work environments.