1. Personal Qualities of Health Care Workers Health Team Relations

2. Personal Appearance  Good health  Diet  Rest  Exercise  Good posture  Avoid use of tobacco, alcohol, and drugs

3. Professional Appearance  Uniform  Clothing  Name badge  Shoes  Personal hygiene  Nails  Hair  Jewelry  Makeup

4. Personal Characteristics  Empathy- identify and understand peoples feelings  Honesty- truthfulness and integrity  Dependability- reliable  Willingness to learn  Patience- tolerant  Acceptance of criticism  Enthusiasm- enjoy work

5. Personal Characteristics  Self-motivation  Tact- consider feelings  Competence- qualified and capable  Responsibility- being held accountable  Discretion-use good judgment  Team Player- work well with others

6. Effective Communication  Communication is the exchange of information  Occurs 2 way  Verbal- spoken word or written  Nonverbal-facial expression, body language, touch

7. Effective Communication  3 parts of communication  Sender: person who creates message  Message: information, ideas, thoughts  Receiver: person who receives that message  Communication can’t occur w/out all 3 parts  Feedback determines if message was successful

8. Factors interfering with communication  Message must be clear  In term both sender and receiver understand  Medical jargon  Terms may need to be defined  Ex: urinate=go pee or number 1  http://www.youtube.com/watch?v=LmOKwj gYcG4 http://www.youtube.com/watch?v=LmOKwj gYcG4

9. Factors interfering with communication  Sender must deliver message in clear and brief manner  Correct punctuation, grammar, avoid slang, tone and pitch of voice  Written should short and spelled correctly  ex: off-topic storytellers

10. Factors interfering with communication  Receiver must be able to hear and receive message  Hearing of visually impaired people, limited English, physical condition inhibits understanding message (medicated)  Repeat the message, reword message, get interpreter

11. Factors interfering with communication  Receiver must be able to understand message  Avoid unfamiliar terms, attitudes and prejudices of sender or receiver can interfere  Interruptions or distractions  Loud noise, bright lights, uncomfortable temps, eliminate or limit distractions

12. Listening  Important part of effective communication  Paying attention, making effort to hear what is said  Good listening skills require practice  Allows to receive entire message  Observe for contradictions  Reflect statement

13. Techniques for good listening  Show interest  Be alert maintain eye contact  Avoid interruptions  Pay attention to speaker  Avoid thinking about responses  Eliminate prejudices  Watch speaker for contradiction

14. Techniques for good listening  Reflect statements to speaker to show understanding  Ask question if you don’t understand

15. Nonverbal Communication  Facial expression  Body language  Gestures  Eye contact  Touch  Can send 2 different messages  Be aware of own body language  When verbal and nonverbal match message is clearer

16. Barriers to Communication  Physical disabilities  Deafness/Hearing loss  Blindness  Aphasia or speech impairment  http://www.youtube.com/watch?v=9GZv d_4ot04 http://www.youtube.com/watch?v=9GZv d_4ot04  http://www.soundsnap.com/taxonomy/te rm/4637/longest http://www.soundsnap.com/taxonomy/te rm/4637/longest

17. Barriers to Communication  Psychological attitudes or prejudice  Judgment of others based on appearance, lifestyle, socioeconomic status  Stereotypes: lazy bum, dumb blonde  HCW must be aware of own prejudices

18. Barriers to Communication  Cultural diversity  Culture is beliefs, values, attitudes and customs  Language  Eye contact  Use of touch  Respect is essential

19. Teamwork  Almost ALL health careers require you to work with others  Consist of professionals with different levels of education, ideas, background and interest working for the good of the patient

20. Teamwork  All members work together to meet patients needs and offer best care  Leader’s responsibilities  Organize  Encourage opinions  Motivate  Assist w/ problems  Provide reports and feedback

21. Teamwork  Must have good interpersonal relationships  be positive and friendly  Cooperate and assist  Listen and respect  Be open-minded  Support and encourage  Remember the Golden Rule

22. Professional Leadership  A leader leads or guides others  What are examples?  Leaders are:  Developed not born  Combine vision and ability  Promote positive change  Can be anyone  Can pass around a group

23. Characteristics of Leaders  Respectful  Understand democracy  Works well in groups  Understands strengths/weaknesses  Confidence  Completes task  Gives praise  dedicated

24. Types of Leaders  Democratic  Encourages participation of all people  Listien to opinions  Guides people to solution so whole group is responsible  Ex: Barack Obama

25. Types of Leaders  Laissez-faire  Informal leader  Minimal rules and regulation  Allows individual function instead of group  Hands off policy

26. Types of Leaders  Autocratic  Called a dictator  Maintain total rule, difficulty delegating  Rarely ask opinions  People follow out of fear or extreme loyalty  Ex: Hitler or Nazis

27. Stress  Identify stressors  What event, how did you feel, how much stress did you feel, did you have good or bad feelings  Physical reaction to stress  Stop  Breathe  Reflect  choose

28. Problem Solving Method  Gather information  Identify the problem  List possible solutions  Make a plan  Act on solution  Evaluate results  Change the solution

29. Stress-reducing Techniques  Healthy life  Take a break  Relax  Escape  Relieve tension  Rely on others  meditate  Use imagery  Enjoy yourself  Renew yourself  Think positive  Outside interest  Seek help  Avoid too many commitments

30. Time Management  A skill to allow us to use time in the best way possible  Reduce stress by:  Putting you in charge  Keep thing in perspective when life is overwhelming  Increase productivity  Use time effectively  Improve enjoyment  Time for relaxing

31. Time Management  Setting Goals  What are your high school short term goal?  Long term goals?  How can you set goals effectively?

32. Time Management  Setting goals  State goals in positive manner  Define clearly what it is  Prioritize goals  Write goals down  Make each goal at the right level

33. Time Management Plan  Analyze and prioritize  Identify habits & preferences  Schedule task  Make daily to do list  Plan your work  Avoid distractions  Take credit for job well done