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

2. 4:1 Personal Appearance
Appearance communicates level of confidence and positive self-esteem
First impressions are based on appearances and form quickly
Rules about appearance may vary
Certain professional standards apply to most health careers

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

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

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 Shoes Personal hygiene Nails Hair
Jewelry
Makeup and tattoos

7. Summary Find out rules or standards established by the agency
Abide by the rules
Maintain a neat, clean, professional appearance at all times

8. 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

9. Desirable Characteristics
Empathy
Honesty
Dependability
Willingness to learn
Patience
Acceptance of criticism
Enthusiasm
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10. Desirable Characteristics (continued)
Self-motivation or self-initiative
Tact
Competence
Responsibility
Discretion
Team player

11. 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
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12. Effective Communications (continued)
Verbal: spoken words
Written
Nonverbal: facial expressions, body language, and touch

13. Effective Communications (continued)
Essential elements
Sender
Message
Receiver
Feedback
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14. Effective Communications
Message must be clear
How sender delivers message
How receiver hears message
How receiver understands message
Avoid interruptions and distractions

15. Listening Essential to communications
Attempt to hear what other is really saying
Need constant practice
Good listening skills techniques
Observe speaker closely
Reflect statements back to speaker

16. 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

17. Barriers to Communication
Something that gets in the way or limits clear communications
Common barriers
Physical disabilities
Psychological attitudes and prejudice
Cultural diversity

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

19. Summary
Good communication skills allow development of good interpersonal relationships
Health care worker also relates more effectively with coworkers and other individuals

20. 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

21. 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
Good interpersonal relationships essential
Legal responsibilities

22. Good Interpersonal Relationship Guidelines
Poor relationships interfere with quality of care, goals, and work satisfaction
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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23. 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

24. 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

25. 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

26. Conflict Resolution (continued)
Sometimes a mediator may be needed
Grievance policies define official process
To meet team goals, conflict must be resolved as quickly as possible

27. Summary
Effective teams are the result of hard work, patience, commitment, and practice
When each individual participates fully in the team and makes every effort to contribute, the team achieves success

28. 4:5 Professional Leadership
Purpose: encourage people to work together and do their best to achieve common goals
Definition of a leader
Myths
Characteristics of a leader
Categories of leaders

29. Types of Leaders
Democratic
Laissez-faire
Autocratic

30. 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

31. 4:6 Stress Definition of stress Stressors What causes stress
Sympathetic nervous system response
Parasympathetic nervous system recovery
Stress is universal
Benefits of stress

32. Stress (continued) Negative effects of stress
Learning to control stress
Stressors—how to problem solve
Managing stress reactions
Stop
Breathe
Reflect
Choose

33. Stress-Reducing Techniques
Live a healthy life
Take breaks
Relax with a warm bath
Listen to quiet, soothing music
Close your eyes, take deep breaths, and relax each muscle group
Seek support from others
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34. Stress-Reducing Techniques (continued)
Meditate
Use imagery
Enjoy yourself
Renew yourself
Think positively
Develop outside interests
Seek assistance or delegate tasks
Avoid too many commitments

35. Summary Stress is constant and cannot be avoided Be aware of causes
Learn how to respond
Solve problems effectively
Practice techniques to reduce
Be mindful of patient’s stress
Patients can use same coping techniques

36. 4:7 Time Management Definition Helps prevent or reduce stress
First step is to keep an activity record
Start to organize time based on information collected in activity record

37. Setting Goals Why set goals? Short- and long-term goals
Completion of goals results in satisfaction, sense of accomplishment, and motivation to attempt other goals

38. 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

39. Set Effective Goals State in positive manner
Define clearly and precisely
Prioritize multiple goals
Write goals down
Make sure at right level—should present challenge, but not be impossible to complete

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

41. 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

42. Use Time Management to Meet Goals
Analyze and prioritize
Identify habits and preferences
Schedule tasks
Make a daily “to do” list
Plan your work
Avoid distractions
Take credit for a job well done

43. 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