A final dimension of the credibility skill set involves
being assertive and confronting conflict directly yet
respectfully. Respondents said that professional nurses
communicate their viewpoints with assurance. One
nurse elaborated on this perspective by talking about
the professionalism shown by long-time RNs. She said,
bI think experienced nurses convey an expectation in
the way they speak to physicians. They know what
they’re doing and when they approach a physician it’s
with an expectation that they will be treated with
respect and they will be taken seriously.Q Furthermore, a
prevailing theme among those interviewed was that
professional nurses confront conflict directly and
remain objective and not defensive in response to
disagreements. Interviewees argued that nurses display
professionalism when they mediate the conflicts of other
health care team members in ways that successfully
solve problems and reduce personal hostilities. A nurse
provided the following example in describing a colleague
who she believed behaved professionally in
conflict situations: bShe first looks at [the situation]
objectively and then she approaches that person, takes
them to a private area, and says dWe have this conflict.T I
think she expresses her rationale for her point of view.Q