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. Chapter 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 Personal Appearance 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. Good Health 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. Professional Appearance Uniform Clothing Name badge Shoes Personal hygiene

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. Professional Appearance (continued) Nails Hair Jewelry Makeup and tattoos

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 Personal Characteristics 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

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. 4:2 Personal Characteristics (continued) Empathy Honesty Dependability Willingness to learn Patience Acceptance of criticism Enthusiasm

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. 4:2 Personal Characteristics (continued) Self-motivation or self-initiative Tact Competence Responsibility Discretion Team player

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. 4:3 Effective Communications 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

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. 4:3 Effective Communications (continued) Verbal – Spoken words Written Nonverbal – Facial expressions, body language, and touch

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. Communication Process Essential elements – Sender – Message – Receiver – Feedback

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. Communication Process Message must be clear Sender delivers message clearly and concisely Receiver hears and receives message Receiver understands message Avoid interruptions and distractions

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. Listening 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

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. Nonverbal Communication Facial expressions, body language, gestures, eye contact, and touch Can conflict with verbal message Be aware of your own and others’ nonverbal behaviors

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. Nonverbal Communication (continued) Do not always need verbal communication to communicate effectively When verbal and nonverbal messages agree, the receiver is more likely to understand the message

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

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. Barriers to Communication (continued) Physical disabilities – Deafness or hearing loss – Blindness or impaired vision – Aphasia or speech impairment

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. Barriers to Communication (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

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. Barriers to Communication (continued) Cultural diversity – Beliefs and practices regarding health and illness – Language differences – Eye contact – Ways of dealing with terminal illness/severe disability – Touch

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. Recording and Reporting Important part of effective communication Use all senses in the process Report promptly and accurately Know the difference between subjective and objective observations

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. Recording and Reporting (continued) Understand the criteria for recording observations on a patient’s health care record or electronic health record (EHR) HIPAA regulations

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. 4:4 Teamwork 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

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. 4:4 Teamwork (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

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. 4:4 Teamwork (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

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. 4:5 Professional Leadership 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

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. 4:5 Professional Leadership (continued) Three main types of leader – Democratic – Laissez-faire – Autocratic All types of leadership have advantages and disadvantages

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. 4:6 Stress 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

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. 4:6 Stress (continued) Benefits of stress Negative effects of stress Learning to identify stressors and control stress Problem-solving method to eliminate stressors

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. 4:6 Stress (continued) Managing stress reactions – Stop – Breathe – Reflect – Choose

30. 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. Stress-Reducing Techniques Live a healthy life Take breaks Relax Escape Relieve tension

31. 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. Stress-Reducing Techniques (continued) Rely on others Meditate Use imagery Enjoy yourself Renew yourself

32. 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. Stress-Reducing Techniques (continued) Think positively Develop outside interests Seek assistance or delegate tasks Avoid too many commitments

33. 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 Time Management 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

34. 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. Setting Goals 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

35. 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. Setting Goals (continued) State goals in positive manner Define goals clearly and precisely Prioritize multiple goals Write goals down Make sure goals are at the right level

36. 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. Time Management Plan 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

37. 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. Time Management Plan (continued) Steps to an effective plan (continued) – Make a daily to-do list – Plan your work – Avoid distractions Take credit for job well done

38. 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. Time Management Plan (continued) If goal is not achieved, evaluate why Reevaluate goals and revise the plan Use patience, practice, and effort to create a successful plan