1. Table of Contents

2. Lessons 1. Professional and Personal Qualities Go Go 2. Communication Skills Go Go 3. Communication Barriers Go Go

3. Table of Contents  Desirable traits ◦ Positive attitude ◦ Follow the rules ◦ Manage time efficiently

4. Table of Contents  Positive attitude ◦ Flexibility ◦ Honestly ◦ Responsibility ◦ Dependability ◦ Respect ◦ Enthusiasm

5. Table of Contents  Flexibility ◦ The ability to adapt to change and learn new skills

6. Table of Contents  Honesty ◦ Co-workers must be able to trust each other

7. Table of Contents  Responsibility ◦ Demonstrate dependability ◦ Take responsibility for actions

8. Table of Contents  Dependability ◦ Display commitment

9. Table of Contents  Respect ◦ Feeling of esteem or regard

10. Table of Contents  Enthusiasm ◦ Be positive and encouraging

11. Table of Contents  Follow the rules ◦ Follow attendance policies ◦ Arrive to work on time ◦ Dress appropriately ◦ Adhere to lines of authority ◦ Perform your tasks ◦ Obey all rules, guidelines, and standards

12. Table of Contents  Dress requirements ◦ Uniform ◦ Clothing ◦ Shoes ◦ Name badge ◦ Jewelry ◦ Hair ◦ Makeup ◦ Fingernails

13. Table of Contents  Time management strategies ◦ Use appropriate tools ◦ Set goals ◦ Make a time management plan

14. Table of Contents  Time management tools ◦ Daily planners ◦ Calendars ◦ Report sheets

15. Table of Contents  Set goals ◦ Define the goal clearly ◦ Writing down the goal ◦ Set realistic goals

16. Table of Contents  Time management plan ◦ Prioritize ◦ Identify habits ◦ Schedule tasks ◦ Make a “to do” list ◦ Plan ahead ◦ Plan for distraction ◦ Recognize achievement

17. Table of Contents  Communication ◦ Process of exchanging messages

18. Table of Contents  Verbal communication  Oral communication

19. Table of Contents  Written communication ◦ Messages ◦ Notes in patient charts ◦ Procedures ◦ Surveys ◦ Letters

20. Table of Contents  Oral vs. written communication  Internal communication  External communication

21. Table of Contents  Language choice ◦ Lay terms

22. Table of Contents  Nonverbal communication ◦ Eye contact ◦ Facial expressions ◦ Gestures ◦ Body language ◦ Physical appearance ◦ Touch ◦ Proximity

23. Table of Contents  Eye contact  Facial expressions

24. Table of Contents  Gestures  Body language  Posture

25. Table of Contents  Physical appearance  Grooming

26. Table of Contents  Touch ◦ A way to communicate ◦ Can be misinterpreted

27. Table of Contents  Proximity ◦ Physical space between people ◦ Appropriate distance varies among cultures

28. Table of Contents  Communication barriers ◦ Make it difficult to send a clear message ◦ Environmental ◦ Personal

29. Table of Contents  Environmental communication barriers ◦ Noise and activity levels ◦ Physical arrangement ◦ Comfort ◦ Time

30. Table of Contents  Personal communication barriers ◦ Emotions ◦ Preconceptions ◦ Resistance to change ◦ Self-absorption ◦ Prejudice ◦ Selective comprehension ◦ Selective memory ◦ Complacency

31. Table of Contents  Overcoming personal communication barriers ◦ Put aside personal prejudices and beliefs

32. Table of Contents  Physical communication barriers ◦ Hearing challenges ◦ Vision challenges ◦ Speech challenges ◦ Other physical challenges ◦ Mental and emotional challenges

33. Table of Contents  Hearing challenges ◦ Face the patient ◦ Use short, clear sentences ◦ Write important messages on paper

34. Table of Contents  Vision challenges ◦ Speak softly ◦ Speak clearly ◦ Use gentle touch

35. Table of Contents  Speech challenges  Guidelines

36. Table of Contents  Wheelchairs  Walkers or canes

37. Table of Contents  Mental and emotional challenges  Appropriate response ◦ Calm ◦ Respectful ◦ Courteous

38. Table of Contents  Cultural communication barriers ◦ Language ◦ Eye Contact ◦ Religion ◦ Health beliefs