CHAPTER
3
Professionalism
and Success
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3-2
Learning Outcomes
3.1 Recognize the importance of
professionalism in the medical assisting
practice.
3.2 Explain the professional behaviors that
should be exhibited by medical
assistants.
3.3 Model strategies for success in medical
assisting education and practice.
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-3
Introduction
• Profession
• Professionalism
• Professional standards
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3-4
Professionalism in Medical Assisting
• Areas of competence
‒ Hard skills
‒ Soft skills
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3-5
Professionalism (cont.)
• Hard skills
– Minimum proficiencies
– Observable
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3-6
Professionalism (cont.)
• Soft skills
– Characteristics, attributes, or attitudes
– Difficult to observe and evaluate
‒ Work ethic
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1-7
Professionalism (cont.)
• Professional behaviors
– Interpersonal skills
– Contribute to
success
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3-8
Apply Your Knowledge
Move to appropriate heading:
Hard Skills
Soft Skills
Taking a blood pressure
Making a bed
Being on time for work
Scheduling an appointment
Addressing patients using
Mr. and Mrs.
Reporting an error you made
Transferring a patient
to a chair
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-9
Professional Behaviors
• Contribute to overall success in life
• Comprehension
– Learn
– Retain
– Process
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3-10
Professional Behaviors (cont.)
• Persistence
– Determination
– Overcoming obstacles
• Self-Confidence
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3-11
Professional Behaviors (cont.)
• Judgment
• Knowledge
– Evaluation
– Understanding
– Conclusion
– Action
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-12
Professional Behaviors (cont.)
• Organization
• Integrity
‒ Time
management
– Honest
– Trustworthy
‒ Prioritizing
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-13
Professional Behaviors (cont.)
• Growth
• Teamwork
– Cooperation
– Coordination
– Team dynamics
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-14
Professional Behaviors (cont.)
• Acceptance of
criticism
– Taking responsibility
• Relations with others
– Respect and caring
‒ Empathy
‒ Constructive
criticism
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-15
Professional Boundaries
• Addressing patients
• Advice
• Humor
• Friendliness
• Loaning money
• Socialization
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3-16
Cultural Diversity
• Increase your awareness of diversity
• Increase your awareness of your own
feelings
• Look at individuals
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-17
Patient Advocacy
• Understand your scope of practice
• Be professional in relationships
• Communicate well
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3-18
Professional Behaviors
• Work Quality
– Strive for
excellence
– Be flexible
• Punctuality and
Attendance
– Be on time
– Work when
scheduled
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-19
Professional Appearance
• Clothing
• Body odors
• Shoes
• Jewelry
• Hairstyle
• Tattoos and
piercings
• Fingernails
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3-20
Communication
• Listening
• Observing
• Speaking
• Writing
• Good manners
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3-21
Apply Your Knowledge
Match behavior with description:
ANSWER:
1. Comprehension
5
ongoing effort to learn and improve
2
determination; tenacity
4
adhering to law and ethics
3. Judgment
6
striving for excellence; flexibility
4. Integrity
8
being on time
5. Growth
1
ability to learn, retain, and process
information
7
belief in oneself
3
critical thinking
2. Persistence
6. Work quality
7. Self-confidence
8. Punctuality
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3-22
Strategies for Success
• Critical thinking
– Evaluating
– Problem solving
– Taking action
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3-23
Problem Solving
• Identify the problem
• Identify the effect of the problem
• Identify objective
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3-24
Problem Solving (cont.)
• Identify solutions and strategies
• Analyze solutions and strategies
• Implement best solution
• Evaluate results
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3-25
Time Management and Prioritizing
• Essential skill
• Strategies
– Planning
– Productivity
– Distractions
– Evaluation
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3-26
Stress
• Pressure
• Reaction
– Anger
– Frustration
– Change in routine
• Good or Bad
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-27
Preventing Burnout
• Susceptibility
• Stages of stress leading to burnout
– Honeymoon Phase
– Awakening Phase
– Brownout Phase
– Full-Scale Burnout Phase
– Phoenix Phenomenon
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3-28
Reducing Stress
• Maintain a health balance in your life
• Exercise regularly
• Eat balanced and nutritious meals
• Avoid caffeine, salt, sugar, and fat
• Get enough sleep
• Allow time for yourself
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-29
Reducing Stress (cont.)
• Rely on support of others
• Be realistic about what you can do
• Set realistic goals
• Be organized
• Redirect excess energy constructively
• Change things you have control over
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-30
Reducing Stress (cont.)
• Stay focused
• Identify sources of conflict; try to resolve
them
• Learn and use relaxation techniques
• Maintain a healthy sense of humor
• Try not to overreact
• Seek help
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-31
Apply Your Knowledge
What skills do you need to cultivate to be successful
as a medical assistant?
ANSWER: critical thinking and problem
solving; time management and prioritizing;
stress management and avoiding burnout.
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-32
In Summary
3.1 Professionalism is behavior that exhibits the traits or
features corresponding to the standards of that
profession.
Hard skills are specific technical and operational
proficiencies.
Soft skills are personal attributes or behaviors that
enhance an individual.
Professional behaviors are needed to function at a high
level in medical assisting and produce a good work
ethic.
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-33
In Summary (cont.)
3.2 Some essential professional behaviors include:
comprehension, persistence, self-confidence,
judgment, organization, integrity, growth,
teamwork, acceptance of criticism, relations
with others, work quality, punctuality and
attendance, professional appearance, and
communication.
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-34
In Summary (cont.)
3.3 Strategies for success as a medical assistant
include cultivating your skills, such as critical
thinking and problem solving, time
management and prioritizing, stress
management, and avoiding burnout.
Practicing effective strategies can assist you
during your education and employment.
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
3-35
End of Chapter 3
“A professional is a
person who can do
his best at a time
when he doesn’t
particularly feel like
it.”
—Alistair Cooke
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.