1. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. C HAPTER 04 Personal and Professional Qualities of a Health Care Worker

2. Copyright © 2014 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 P ERSONAL A PPEARANCE 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

3. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. G OOD H EALTH Promote health and preventing disease Main factors Diet Rest Exercise Good posture Avoid use of tobacco and drugs

4. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. P ROFESSIONAL A PPEARANCE Uniform Clothing Name badge Shoes Personal hygiene Nails Hair Jewelry Makeup and tattoos

5. Copyright © 2014 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 P ERSONAL C HARACTERISTICS 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 Empathy Honesty Dependability Willingness to learn Patience Acceptance of criticism Enthusiasm

6. Copyright © 2014 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 P ERSONAL C HARACTERISTICS ( CONTINUED ) Self-motivation or self-initiative Tact Competence Responsibility Discretion Team player

7. Copyright © 2014 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 E FFECTIVE C OMMUNICATIONS 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 Verbal Spoken words Written Nonverbal Facial expressions, body language, and touch

8. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. C OMMUNICATION P ROCESS Essential elements Sender Message Receiver Feedback

9. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. C OMMUNICATION P ROCESS Message must be clear Sender delivers message clearly and concisely Receiver hears and receives message Receiver understands message Avoid interruptions and distractions

10. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. L ISTENING 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

11. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. N ONVERBAL C OMMUNICATION Facial expressions, body language, gestures, eye contact, and touch Can conflict with verbal message Be aware of your own and others’ nonverbal behaviors Do not always need verbal communication to communicate effectively When verbal and nonverbal messages agree, the receiver is more likely to understand the message

12. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. B ARRIERS TO C OMMUNICATION Something that gets in the way or limits clear communication Common barriers Physical disabilities Psychological attitudes and prejudice Cultural diversity Physical disabilities Deafness or hearing loss Blindness or impaired vision Aphasia or speech impairment

13. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. B ARRIERS TO C OMMUNICATION ( CONTINUED ) 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

14. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. B ARRIERS TO C OMMUNICATION ( CONTINUED ) Cultural diversity Beliefs and practices regarding health and illness Language differences Eye contact Ways of dealing with terminal illness/severe disability Touch

15. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. R ECORDING AND R EPORTING Important part of effective communication Use all senses in the process Report promptly and accurately Know the difference between subjective and objective observations Understand the criteria for recording observations on a patient’s health care record or electronic health record (EHR) HIPAA regulations

16. Copyright © 2014 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 T EAMWORK 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

17. Copyright © 2014 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 T EAMWORK ( CONTINUED ) 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

18. Copyright © 2014 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 T EAMWORK ( CONTINUED ) 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

19. Copyright © 2014 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 P ROFESSIONAL L EADERSHIP 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

20. Copyright © 2014 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 P ROFESSIONAL L EADERSHIP ( CONTINUED ) Three main types of leader Democratic Laissez-faire Autocratic All types of leadership have advantages and disadvantages

21. Copyright © 2014 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 S TRESS 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

22. Copyright © 2014 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 S TRESS ( CONTINUED ) Benefits of stress Negative effects of stress Learning to identify stressors and control stress Problem-solving method to eliminate stressors

23. Copyright © 2014 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 S TRESS ( CONTINUED ) Managing stress reactions Stop Breathe Reflect Choose

24. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. S TRESS -R EDUCING T ECHNIQUES Live a healthy life Take breaks Relax Escape Relieve tension

25. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. S TRESS -R EDUCING T ECHNIQUES ( CONTINUED ) Rely on others Meditate Use imagery Enjoy yourself Renew yourself Think positively Develop outside interests Seek assistance or delegate tasks Avoid too many commitments

26. Copyright © 2014 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 T IME M ANAGEMENT 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

27. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. S ETTING G OALS 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 State goals in positive manner Define goals clearly and precisely Prioritize multiple goals Write goals down Make sure goals are at the right level

28. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. T IME M ANAGEMENT P LAN 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 Steps to an effective plan (continued) Make a daily to-do list Plan your work Avoid distractions Take credit for job well done

29. Copyright © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. T IME M ANAGEMENT P LAN ( CONTINUED ) If goal is not achieved, evaluate why Reevaluate goals and revise the plan Use patience, practice, and effort to create a successful plan