1. Personal and Professional Qualities of a Health Care Worker
Chapter 4
Personal and Professional Qualities of a Health Care Worker 1

2. 4:1 Personal Appearance
Appearance communicates level of confidence and positive self-esteem
First impressions are based on appearances and form quickly
Within 20 seconds to four minutes people usually construct an opinion about someone
Rules about appearance may vary
Certain professional standards apply to most health careers as you are helping people stay healthy 2

3. Good Health
Health care involves promoting health and preventing disease
Health care workers serve as role models
Diet
Rest
Exercise
Good posture
Avoid use of tobacco and drugs (Ochsner)

4. Uniform Considerations
Required in some health occupations
Neat, well-fitting, clean, and wrinkle-free
Choose undergarments that will not show
Avoid extreme styles
Follow standards established by place of employment
At-will employees – can be dismissed by an employer for any reason without warning and without proving just cause

5. Regular Clothing
Some occupations allow use of regular clothing in lieu of uniforms
Must be clean, neat, and in good repair
Style that allows for body movements
Should be appropriate for position
Washable and less expensive to maintain

6. Other Considerations Name badge (security concerns)
Shoes (closed toe, low heels, no laces)
Personal hygiene (body odor/scents)
Nails (short clean and natural, need to wear gloves, color conceals dirt)
Hair
Jewelry
Makeup and tattoos (some facilities ban tattoos from showing)

7. 4:2 Personal Characteristics
Certain personal/professional characteristics and attitudes apply to all health occupations
You should make every effort to develop these characteristics and attitudes and incorporate them into your personality

8. Desirable Characteristics
Empathy – being able to identify with and understand another person’s feelings
Honesty – Truthfulness and integrity are important in all career fields. Must be able to admit mistakes
Dependability – be prompt, maintain a good attendance record, complete tasks timely
Willingness to learn – must be willing to learn and adapt to changes
Patience – must know how to control temper and must be tolerant/understanding
Acceptance of criticism – everyone has areas they can approve on
Enthusiasm – concentrate on the positives of the job and show a sense of enjoyment from the work
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9. Desirable Characteristics (continued)
Self-motivation or self-initiative – the ability to begin or follow through with a task
Tact – having the ability to say or do the most appropriate thing during a difficult situation while considering others feelings
Competence – be qualified and capable of completing a task. Follow instructions, used approved procedures, and strive for accuracy.
Responsibility – be willing to accept responsibility for your actions
Discretion – you must be discreet to ensure patient rights are not violated
Team player – Be able to work with others

10. 4:3 Effective Communications
Health care workers must be able to relate to patients, family, coworkers, and others
Understanding communication skills assists in this process
Communication: exchange of information, thoughts, ideas, and feelings
Occurs through
Verbal: spoken words
Written
Nonverbal: facial expressions, body language, and touch
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11. Effective Communications (continued)
Essential elements
Sender – an individual who creates a message to send ideas or info to another person
Message – information, ideas, or thoughts
Receiver – an individual who receives the message from the sender
Feedback – method used to determine if a message was successful. It allows the sender to evaluate how their message was interpreted
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12. Effective Communications (continued)
Message must be clear
How sender delivers message – clear and concise with correct pronunciation
How receiver hears message – must be able to hear and receive information
How receiver understands message – language barriers
Avoid interruptions and distractions -

13. Listening Essential to communications
Attempt to hear what other is really saying
You may be hearing but you are not listening
Need constant practice
Good listening skills techniques
Observe speaker closely
Make eye contact or focus on the nose
Avoid thinking of how you will respond
Keep temperature under control and stay positive
Reflect statements back to speaker
exercises/

14. Nonverbal Communication
Facial expressions, body language, gestures, eye contact, and touch
Can conflict with verbal message
Be aware of own and other’s nonverbals
Don’t always need verbals to communicate effectively
When verbal and nonverbal agree, message more likely understood

15. Barriers to Communication
Something that gets in the way or limits clear communications
Common barriers
Physical disabilities – deafness or hearing loss, blindness or impaired vision, speech impairments
Psychological attitudes and prejudice – have an opinion before you meet them
Cultural diversity – values, beliefs, and, attitudes shared by a group passed down generations

16. Cultural Diversity
Beliefs and practices regarding health and illness – individuals from different cultures may have their own beliefs on illnesses (AG)
Language differences – avoid speaking louder to people who are not comfortable with English as it is alienating
Eye contact – direct eye contact is not acceptable in some cultures. Some believe that looking down or bowing is more respectable
Ways of dealing with disability or terminal illness – in some cultures they believe the patient should not be informed about a fatal diagnoses and the family instead will make the decisions
Touch – It is considered inappropriate in certain cultures to touch the head or even give a handshake. One should always get permission before providing patient care

17. Cultures
Low Context – Primarily use verbal communication for meaning. Cultures are more individualistic
High Context – Primarily use nonverbal communication for meaning. Cultures are more collectivists

18. Recording and Reporting
Observe and record observations
Use all senses in the process
Report promptly and accurately
Criteria for recording observations on a patient’s health care record
HIPAA regulations
Subjective observations – cannot be seen or felt and are commonly called symptoms and are usually statements or complaints made by patients
Objective observations – these can be seen or measured, and are called signs . These can be bruises, cuts, rashes, or swelling

19. 4:4 Teamwork
In any health care career, you will be part of an interdisciplinary health care team
Team concept was created to provide quality holistic health care for every patient
Teamwork consists of many professionals, with different levels of education, ideas, backgrounds, and interests, working together for the good of the patient

20. Teamwork Concepts
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
Legal responsibilities: surgeons, anesthesiologist, sterile supply personnel etc.

21. Good Interpersonal Relationship Guidelines
Poor relationships interfere with quality of care, goals, and work satisfaction (dating coworkers or business with family)
Respect differences due to cultural and ethnic backgrounds, gender, age, socioeconomic status, lifestyle preference, beliefs, and levels of education
Show sensitivity to the hopes, feelings, and needs of team members
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22. Good Interpersonal Relationship Guidelines (continued)
Golden Rule: treat others as you would want to be treated
Have a positive attitude
Be willing to laugh at yourself
Be friendly and cooperative
Assist others
Listen carefully
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23. Good Interpersonal Relationship Guidelines (continued)
Respect the opinion of others
Be open-minded and willing to compromise
Don’t criticize others
Practice good communication skills
Support and encourage team members
Perform your duties to the best of your ability

24. Conflict Resolution Deal with conflict in a positive way
Meet with people involved to discuss it
Listen to each other’s point of view
Avoid accusations and hostility
Solve problems cooperatively
Sometimes a mediator may be needed
Grievance policies define official process
To meet team goals, conflict must be resolved as quickly as possible
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25. 4:5 Professional Leadership
Purpose: encourage people to work together and do their best to achieve common goals
Definition of a leader – an individual who leads or guides others and possesses the skill or ability to encourage others to do their best to achieve goals
Myths – leaders develop by their own efforts they are not simply born
Characteristics of a leader – “LEAD BY EXAMPLE”
Understand democracy
Understand ones own weaknesses and strengths
Displays self-confidence and willingness to take a stand
Shows self initiative and willingness to work

26. Types of Leaders
Democratic – Encourages the participation of all individuals in decisions that have to be made or problems that need to be solved. This leader listens to the opinions of others and makes a decision on what is best for the group.
Laissez-faire – Believes in only minimal rules and regulations and allows individuals to function independently. This leader avoids making decisions until forced to (laissez-faire=to let alone)
Autocratic – Sometimes referred to as a dictator, this leader maintains total and complete rule while making all decisions. This leader rarely asks for opinions and people follow out of fear
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27. Summary All types of leadership have advantages and disadvantages
In some rare situations, an autocratic leader may be beneficial
Democratic leader usually presented as most effective for group interactions
Respecting the rights and opinions of others is an important guide for a leader

28. 4:6 Stress
Definition of stress – the body’s reaction to any stimulus that requires a person to adjust to a changing environment
Stressors – situations, concepts, or events that cause change in your life
Internal – heart attack
External – new job
Sympathetic nervous system response – also called fight or flight mode, when a warning is received from a stressor the body reacts by pumping adrenaline into the blood, dilating blood vessels and pupils, and raising blood pressure
Parasympathetic nervous system recovery – fatigue or exhaustion sets in while the body recuperates and returns to normal
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29. Stress (continued)
Negative effects of stress – hypertension, headaches, anxiety, heart disease, stomach ulcer, depression, allergies, asthma, digestive disorders
Learning to control stress – the event is only as you perceived (blood work to one person is nothing to another) you create your reality
Managing stress reactions
Stop
Breathe
Reflect
Choose

30. Stressor Solving
Gather Information – assess the situation to obtain all facts and opinions
Identify the problem – try to identify the real stressor and why it is causing a reaction
List solutions – look at all ways to eliminate or adapt to the stressor; include both good and bad ideas, evaluate each
Make a plan – choose one solution with best outcome
Act on your solution – use the solution to your problem to see if you got the expected outcome
Evaluate the results – determine whether the action was effective or if you need another solution
Change the solution – if necessary try another solution

31. Stress-Reducing Techniques
Live a healthy life
Take breaks
Relax
Listen to quiet, soothing music
Close your eyes, take deep breaths, and relax each muscle group through meditation
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Avoid too many commitments
Delegate tasks
Enjoy yourself
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32. Setting Goals (continued)
Take the opportunity when starting high school to set short-term goals for researching careers in health care
Talk with a guidance or career counselor
Make sure you are taking the courses that are needed
Establish your own goals
Set goals at the appropriate level
Have multiple goals and have them ranked
Write goals down
Helps prevent stress

33. After Setting Goals
Focus on how to accomplish goals (multiple options)
Review necessary skills
What information do you need to gather?
What resources will be needed?
Identify potential problems
Prioritize goals
Organize steps

34. Evaluating Goal Success
If goal is achieved, enjoy sense of accomplishment and satisfaction
If goal is not achieved, evaluate why failed
Was it realistic?
Did you lack needed skills/knowledge?
Is there another way to achieve the goal?
Remember, failure can be a positive learning experience

35. Summary
Time management provides for an organized and efficient use of time
Won’t always succeed when unexpected events occur
If fail, reevaluate goals and revise the plan
Patience, practice, and an honest effort are the best guides to a healthier, more content life