Transcript What does this mean for medical assistants?

Medical Assistants are Professionals
First Impressions
 You only get one chance at a first impression!
What does this mean for medical assistants?
Characteristics of a Professional
 Can you name some of the characteristics of a
professional?
Everyone name one characteristic and explain
it, please.
Characteristics of a Professional
 Professionals are:
◦ Courteous
◦ Conscientious
◦ Loyal
◦ Dependable
◦ Competent
◦ Flexible
◦ Credible
 Professionals:
◦ Observe patient confidentiality
◦ Display optimistic attitude
◦ Have a good work ethic
Young, A. (2007). Kinn’s the administrative medical assistant: An applied learning approach (6th ed.). St. Louis, MO:
Saunders Elsevier
Examples?
 What are some specific examples of professionalism
displayed by a medical assistant?
Everyone please post on this. Please cite one example only.
Examples?
 What are examples of non-professional behavior?
Everyone please respond with just one non-professional
behavior for a healthcare worker.
Characteristics of a Professional
 What about
 Teamwork?
 Insubordination?
 Prioritizing?
Goal Setting
 Short Term Goals
 Long Term Goals
Goal Setting
 Example: Someday I will earn a college degree and get a
good job in a doctor’s office.
Everyone please post what you think about this goal.
Goal Setting
 Example: By the end of 2012, I will complete my online
Associate’s Degree in
at Kaplan University.
 I will enroll and start classes in July 2010.
 I will complete two classes per term until I graduate.
What is different about this goal?
Communication
 When we talk to others, what percentage of our
communication is by
◦ Words:
◦ Tone:
◦ Non-verbal:
Communication
 Words: 7%
 Tone:
38%
 Non-verbal: 55%
Barriers to Communication
 Can you name some! Everyone please post one
barrier.
 Check out the link in Webliography for Unit 2.
Communication
 Patients express needs often by using non-verbal
cues.
 Examples:
◦ Thirsty patient?
◦ Patient in pain?
“I” Talk versus “You” Talk
“I” Talk
I really get angry
when I have to wait.
“You” Talk
You always keep
me waiting.
I was disappointed I
did not see you when
I arrived.
You avoided me.
Defense Mechanisms
 Purpose of defense mechanisms?
• Rationalization
• Projection
• Displacement
• Daydreaming
• Escape into illness
• Repression
• Withdrawal
 See the link in Webliography!
Five Stages of Death & Dying
Dr. Elisabeth Kubler-Ross – On Death &
Dying 1969
 Denial
 Anger
 Bargaining
 Depression
 Reactive
 Preparatory
 Acceptance
Maslow’s Hierarchy of Needs
SelfActualization
Needs
Self-Esteem Needs
Love and Belonging Needs
Safety and Security Needs
Physical Needs:
Water, Oxygen, Food, Sleep, Protection (Shelter)
Reference
Young, A. (2007). Kinn’s the administrative medical assistant: An applied learning
approach (6th ed.). St. Louis, MO: Saunders Elsevier
Project 1
 Part 1:
◦ Write a business letter of apology.
 Download the template from DocSharing.
 Download the rubric and the block form
letter example from Unit 3 DocSharing.
 You are writing the letter.
 Use block letter style.
 See Chapter 13 for an example.
Telephone Interactivity
 You will be calling Mr. Rosen and leaving a
message for him. See the instructions and be sure
to see the rubric in Unit 3 of DocSharing.
 Telephone number to call is:
641-715-3900
Extension:
480381#
Project 1
 Part II:
◦ 1. Complete an inventory and maintenance log for
your computer.
 Download template from DocSharing.
 Use your data – i.e. when did you purchase your
computer?
◦ 2. Complete an inventory of supplies



Download template from DocSharing
Must have 10 items listed. Order multiples of five items.
Visit websites of office supply companies like Staples,
Office Depot, Office Max, etc. to get prices.
Questions?
 Discussion Board – please participate
 Project 1 and the Unit 3 Telephone Activity are
due by midnight Tuesday (ET) on March 22,
2011!
 No late submissions will be accepted.