Transcript Document

Professionalism in Health Care
A Primer for Career Success
Chapter 3
Working With Others
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
CHAPTER THREE
Working with Others
"Dictionary is the only place that success comes before work. Hard
work is the price we must pay for success. I think you can
accomplish anything if you're willing to pay the price.“
Vince Lombardi, Football Coach, 1913–1970
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
CHAPTER THREE
"We make a living by what we get, but we make a life by what we
give."
Winston Churchill, British Prime Minister, 1874-1965
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter Objectives
1. Describe the concept of
interdependence and list three
techniques to strengthen teamwork and
interpersonal relationships.
2. Explain why coworkers should be
treated as customers.
3. Discuss two ways to demonstrate
loyalty to your coworkers and your
employer.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter Objectives
4. Identify four types of workplace teams
and explain how they differ.
5. Discuss how personality differences
can cause conflicts in the workplace.
6. Define diversity, list five examples of
cultural differences, and explain why it's
important to have a diverse health care
workforce.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter Objectives
7. Explain the role of respect, good
manners, and courtesy in the
workplace.
8. Describe why communication skills are
the basis for effective relationships.
9. List three problems that may occur
when communicating electronically and
describe three ways to prevent them
from happening.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter Objectives
10. Define conflict resolution and explain its
importance.
11. List the four styles of communication,
identify which is most effective in
conflict resolution, and describe the
potential impact of each style.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter Objectives
12. List four types of customers found in
health care settings and give five
examples of good customer service.
13. Describe five ways to provide good
customer service for hospitalized
patients and their family members.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Interdependence
- Key element in getting work done well
- Interdependence
• The need to rely on one another
- What might happen if workers cannot
depend on one another?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Interpersonal Relationships with
Coworkers
- Effective relationships based on trust,
honesty, ethics, fairness
- Interpersonal relationships
• Connections between or among people
- Coworkers are your “internal” customers
- What might happen if coworkers lack
effective interpersonal relationships?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Positive and Inclusive Attitudes
- Inclusive
• A tendency to include everyone
- Cliques
• Small, exclusive circles of people
- How do cliques undermine interpersonal
relationships at work?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Impact of Interpersonal
Relationships
- Self-esteem
• Belief in oneself, self-respect
- Self-worth
• Importance and value in oneself
- How can you enhance the self-esteem
and self-worth of your coworkers?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Loyalty and Collegiality
- Loyalty to coworkers and your employer
- Loyal
• Faithful to people that one is under
obligation to defend or support
- Colleagues
• Fellow workers in the same profession
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Loyalty and Collegiality
- Synergy
• People working together in a cooperative
action
- How does loyalty support collegial
relationships and synergy at work?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
High Performance Workplace
Teams
- Role of teamwork in health care
- Different types of teams
- Work teams
• Groups of people who meet on an on-going
basis as part of their jobs
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
High Performance Workplace
Teams
- Project teams
• Groups of people who meet for a specified
period of time and disband when their
project has been completed
- Homogenous
• The same, composed of similar elements
- Heterogeneous
• Different, composed of different elements
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
High Performance Workplace
Teams
- Intradisciplinary
• Groups of people from within the same
discipline
- Interdisciplinary
• Groups of people from different disciplines
- Intradepartmental
• Groups of people from within the same
department
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
High Performance Workplace
Teams
- Interdepartmental
• Groups of people from different departments
- What types of teams does your job
involve?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Leadership Factors
- Shared leadership
- Dividing responsibilities based on
expertise and willingness to serve
- “Born" leaders
- Importance of "followers"
- What is meant by, "Your team's success
is your success"?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Multiskilled Workers and Teams
- Multiskilled
• Cross-trained to perform more than one
function, often in more than one discipline
- Offers versatility, flexibility in staffing
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Multiskilled Workers and Teams
- Are workers in your profession crosstrained to perform some of the functions
of workers in another profession?
- Are workers in another profession crosstrained to perform some of the functions
in your profession?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Consensus and Group Norms
- Challenges of working on teams
- Consensus versus majority rule
- Consensus
• Decision that all members agree to support
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Consensus and Group Norms
- Role of group norms
- Group norms
• Expectations or guidelines for group
behavior
- Why is it better to make decisions by
consensus than by majority rule?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Personality Preferences
- Impact of personality types at work
- Influence how people interact with one
another
- Making the most of personality
differences
- How do personality preferences impact
group dynamics?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Diversity
- Diversity
• Differences, dissimilarities, variations
- Personality type, gender, age, race,
culture, ethnic background, lifestyle
preference, religion, socioeconomic
status, physical condition, occupation
- Examples of diversity in the workplace
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Diversity
- Impact of diversity when working on
teams
- Overcoming cultural prejudice
- Challenges and advantages of diversity
- Why do health care employers need
diversity in their workforce?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Respect
- Respect is key when working with others
- Learning to respect people different from
you
- Displaying respect for people at all levels
of the organization
- In a diverse workforce, why is respecting
one another a challenge?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Manners
- Importance of manners in society and at work
- Manners
• Standards of behavior based on thoughtfulness and
consideration of other people
- Examples of good manners and common
courtesy
- Why is displaying good manners a sign of
respect?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Communication Skills and
Conflict Resolution
- Likelihood of conflict in the workplace
- Conflict resolution
• Overcoming disagreements between two or
more people
- Importance of communication skills in
teamwork, interpersonal relationships
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Communication Skills and
Conflict Resolution
- Listening skills, body language, and
sending clear messages
- Body language
• Nonverbal messages communicated by
posture, hand gestures, facial expressions,
etc.
- What impact does body language have
on conflict resolution?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Electronic Communication
- Benefits of electronic communication
- Do's and don'ts when using email and
voicemail, text mail, and cell phones
- Why does using electronic
communication require caution?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Confrontational Communication
Styles
- Aggressive
•
•
•
•
•
Open, honest, and direct
Conveys an "in-your-face" attack
Displays lack of respect for the other person
Other person becomes defensive
What might result from an aggressive
communication style?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Confrontational Communication
Styles
- Passive
• Not open, honest, or direct
• Person "gives in", fails to "stand up" for
him/herself
• Person appears weak and pitiful
• Needs go unmet
• What might result from a passive
communication style?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Confrontational Communication
Styles
- Passive-aggressive
• Not open, honest, or direct
• Person appears passive but
"gets even" later
• Sneaky and dishonest behavior
• May experience some self-satisfaction
• Conflict remains unresolved
• What might result from a passive-aggressive
communication style?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Confrontational Communication
Styles
- Assertive
•
•
•
•
Open, honest, and direct
Person communicates respectfully
Seeks a win-win solution
What might result from an assertive
communication style?
• Why is this assertiveness the only
communication style acceptable at work?
• Why is assertiveness the best approach for
resolving conflict?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Dealing with Difficult People
-
“Choose your battles wisely"
Protect your physical safety
Have accurate, complete facts
Choose a suitable time and place
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Dealing with Difficult People
-
Listen carefully
Communicate assertively
Aim for a win-win resolution
What might happen if "difficult people"
are not dealt with appropriately?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Other Communication Skills
-
Written communication
Spelling
Public speaking skills
What impact do written communication
skills, spelling, and public speaking skills
have on your reputation as a health care
professional?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Customer Service
- Defining your customers
- Empathetic
• Relating to another person’s emotions and
situation
- Communicating with customers
- Conflict resolution with customers
- Why should health care workers
empathize with their customers?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Serving Hospitalized Patients
-
Special customer service needs
The needs of hospitalized patients
The needs of family members
When you or a family member was
hospitalized, were customer service
needs met by hospital staff?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Working with Other Customers
-
Doctors
Visitors
Guests
Vendors
Does interacting with doctors, visitors,
guests, and vendors require special
customer service skills?
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
CHAPTER REVIEW
1. Describe the concept of
interdependence and list three
techniques to strengthen teamwork and
interpersonal relationships.
2. Explain why coworkers should be
treated as customers.
3. Discuss two ways to demonstrate
loyalty to your coworkers and your
employer.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
CHAPTER REVIEW
4. Identify four types of workplace teams
and explain how they differ.
5. Discuss how personality differences
can cause conflicts in the workplace.
6. Define diversity, list five examples of
cultural differences, and explain why it's
important to have a diverse health care
workforce.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
CHAPTER REVIEW
7. Explain the role of respect, good
manners, and courtesy in the
workplace.
8. Describe why communication skills are
the basis for effective relationships.
9. List three problems that may occur
when communicating electronically and
describe three ways to prevent them
from happening.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
CHAPTER REVIEW
10. Define conflict resolution and explain its
importance.
11. List the four styles of communication,
identify which is most effective in
conflict resolution, and describe the
potential impact of each style.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
CHAPTER REVIEW
12. List four types of customers found in
health care settings and give five
examples of good customer service.
13. Describe five ways to provide good
customer service for hospitalized
patients and their family members.
Professionalism in Health Care: A Primer for Career Success, 3e
Sherry Makely
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.