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Chapter 4 Personal and Professional Qualities of a Health Care Worker © 2009 Delmar, Cengage Learning 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 © 2009 Delmar, Cengage Learning 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 © 2009 Delmar, Cengage Learning Desirable Characteristics • • • • • • • Empathy Honesty Dependability Willingness to learn Patience Acceptance of criticism Enthusiasm (continues) © 2009 Delmar, Cengage Learning Desirable Characteristics (continued) • • • • • • Self-motivation or self-initiative Tact Competence Responsibility Discretion Team player © 2009 Delmar, Cengage Learning 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 (continues) © 2009 Delmar, Cengage Learning Effective Communications (continued) • Verbal: spoken words • Written • Nonverbal: facial expressions, body language, and touch (continues) © 2009 Delmar, Cengage Learning Effective Communications (continued) • Essential elements – – – – Sender Message Receiver Feedback (continues) © 2009 Delmar, Cengage Learning Effective Communications (continued) • • • • • Message must be clear How sender delivers message How receiver hears message How receiver understands message Avoid interruptions and distractions © 2009 Delmar, Cengage Learning 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 © 2009 Delmar, Cengage Learning 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 © 2009 Delmar, Cengage Learning Barriers to Communication • Something that gets in the way or limits clear communications • Common barriers – Physical disabilities – Psychological attitudes and prejudice – Cultural diversity © 2009 Delmar, Cengage Learning Summary • Good communication skills allow development of good interpersonal relationships • Health care worker also relates more effectively with coworkers and other individuals © 2009 Delmar, Cengage Learning 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 © 2009 Delmar, Cengage Learning 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 © 2009 Delmar, Cengage Learning 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 (continues) © 2009 Delmar, Cengage Learning 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 (continues) © 2009 Delmar, Cengage Learning 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 © 2009 Delmar, Cengage Learning