Chapter 04 Personal and Professional Qualities of a Health Care Worker Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:1 Personal Appearance • Appearance communicates confidence and self-esteem • First impressions are based on appearances and form quickly • Rules about appearance may vary • Professional standards apply to health careers Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Good Health • Promote health and preventing disease • Main factors – Diet – Rest – Exercise – Good posture – Avoid use of tobacco and drugs Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Professional Appearance • Uniform • Clothing • Name badge or identification tag • Shoes • Personal hygiene Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Professional Appearance • Nails • Hair • Jewelry • Makeup and tattoos Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:2 Personal Characteristics • Certain personal/professional characteristics and attitudes apply to all health occupations • Make every effort to develop these characteristics and attitudes and incorporate them into your personality Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:2 Personal Characteristics • Empathy • Honesty • Dependability • Willingness to learn • Patience • Acceptance of criticism • Enthusiasm Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:2 Personal Characteristics • Self-motivation or self-initiative • Tact • Competence • Responsibility • Discretion • Professionalism • Team player Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:3 Effective Communications • Health care workers must be able to relate to patients, families, coworkers, and others • Communication skills assist in this process • Communication – Exchange of information, thoughts, ideas, and feelings Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:3 Effective Communications • Verbal – Spoken words • Written • Nonverbal – Facial expressions, body language, and touch Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process • Essential elements – Sender – Message – Receiver – Feedback Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process • Message must be clear • Sender delivers message clearly and concisely • Receiver hears and receives message • Receiver understands message • Avoid interruptions and distractions Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Listening • Essential to communications • Attempt to hear what another is really saying • Need constant practice • Learn good listening skills techniques • Observe speaker closely • Reflect statements back to speaker Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication • Facial expressions, body language, gestures, eye contact, and touch • Can conflict with verbal message • Be aware of your own and others’ nonverbal behaviors Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication • Do not always need verbal communication to communicate effectively • When verbal and nonverbal messages agree, the receiver is more likely to understand the message Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to Communication • Something that gets in the way or limits clear communication • Common barriers – Physical disabilities – Psychological attitudes and prejudice – Cultural diversity Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to Communication • Physical disabilities – Deafness or hearing loss – Blindness or impaired vision – Aphasia or speech impairment Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to Communication • Psychological barriers – May be caused by prejudice, attitudes, and personality – Important to respect all individuals – Fear may cause anger or negativity – Learn from workers who communicate effectively with patients Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to Communication • Cultural diversity – Beliefs and practices regarding health and illness – Language differences – Eye contact – Ways of dealing with terminal illness/severe disability – Touch Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Recording and Reporting • Important part of effective communication • Use all senses in the process • Report promptly and accurately • Know the difference between subjective and objective observations Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Recording and Reporting • Understand the criteria for recording observations on a patient’s health care record or electronic health record (EHR) • HIPAA regulations Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:4 Interpersonal Relationships • Personal interaction can have an effect on the physical, mental, and emotional health of the individual • Interactions can be positive or negative Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:4 Interpersonal Relationships • Positive relationships provide benefits such as – Sense of belonging and self-worth – Trust and respect – Increased self-confidence – Decreased stress levels – An enjoyable life Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:4 Interpersonal Relationships • Negative relationships can have adverse effects – Low self-esteem – Feelings of isolation – Physical illness – Increased levels of stress Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:5 Teamwork • In any health care career, you will be part of an interdisciplinary health care team • Team goal – Provide quality holistic health care for every patient • Teamwork consists of professionals with different levels of education, ideas, backgrounds, and interests working together for the good of patients Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:5 Teamwork • Teamwork improves communication and continuity of care • Every person on the team must understand the role of each team member • A leader is an important part of any team • Good interpersonal relationships are essential Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:5 Teamwork • Conflict can occur among team members – Learn to resolve conflict positively, cooperatively • Legal responsibilities are an important aspect of teamwork – Understand the legal limitations on actions of team members Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:6 Professional Leadership • Purpose: encourage people to work together and do their best to achieve common goals • Myth that leaders are born, but most develop from their efforts • Anyone can learn to be a leader • Characteristics of a leader Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:6 Professional Leadership • Three main types of leader – Democratic – Laissez-faire – Autocratic • All types of leadership have advantages and disadvantages Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:6 Professional Leadership • There are a variety of leadership theories – Charismatic versus noncharismatic – Transformational – Transactional – Stewardship Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4.7 Parliamentary Procedures • A set of rules or guidelines that determine the conduct and order that is followed during a meeting Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4.7 Parliamentary Procedures • Basic principles – Right of majority to rule – Right of the minority to be heard – Right of the individual to be heard and represented Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4.7 Parliamentary Procedures • Standard agenda – Call to order – Role call – Reading of minutes of previous meeting – Treasurer’s report – Report of officers Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4.7 Parliamentary Procedures • Standard agenda – Standing committee reports – Special committee reports – Unfinished business – New business – Program/announcements – Adjournment Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4.7 Parliamentary Procedures • Motions – Main motion – Subsidiary motion – Privileged motion – Incidental motion Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4.7 Parliamentary Procedures • Methods of voting – Voice vote – Roll call – General consent – Division – Ballot Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:8 Stress • Body’s reaction to stimulus of changing environment • Stimuli to change is a stressor • Fight or flight reaction: sympathetic nervous system response • Parasympathetic nervous system recovery Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:8 Stress • Benefits of stress • Negative effects of stress • Learning to identify stressors and control stress • Problem-solving method to eliminate stressors Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:8 Stress • Managing stress reactions – Stop – Breathe – Reflect – Choose Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Stress-Reducing Techniques • Live a healthy life • Take breaks • Relax • Escape • Relieve tension Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Stress-Reducing Techniques • Rely on others • Meditate • Use imagery • Enjoy yourself • Renew yourself Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Stress-Reducing Techniques • Think positively • Develop outside interests • Seek assistance or delegate tasks • Avoid too many commitments Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4:9 Time Management • System of practical skills that aid productivity • Helps prevent or reduce stress • First step is to keep an activity record • Start to organize time based on information collected in activity record Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Setting Goals • Important factor in time management • Short- and long-term goals • Completion of goals results in satisfaction, sense of accomplishment, and motivation to attempt other goals Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Setting Goals • State goals in positive manner • Define goals clearly and precisely • Prioritize multiple goals • Write goals down • Make sure goals are at the right level Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Time Management Plan • Used to ensure success in meeting goals • Provides for organized, efficient use of time • Steps for an effective plan: – Analyze and prioritize – Identify habits and preferences – Schedule tasks Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Time Management Plan • Steps to an effective plan – Make a daily to-do list – Plan your work – Avoid distractions • Take credit for job well done Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Time Management Plan • If goal is not achieved, evaluate why • Reevaluate goals and revise the plan • Use patience, practice, and effort to create a successful plan Copyright © 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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