copyright 2007 by saunders, inc., an imprint of elsevier inc. chapter 4 professional behavior in...

Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.

Chapter 4

Professional Behavior in the Workplace

Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Slide 2

Meaning of Professionalism

Professionalism is exhibiting a courteous, conscientious, and generally businesslike manner in the workplace. It is characterized by or conforms to the technical or ethical standards of a certain profession.


Why Is Professionalism Important? Patients expect medical personnel to be

professional. Patients place their trust and confidence in

those they deem to be professional. Attitudes are conservative in the medical field,

mandating professionalism.


Characteristics of Professionalism Loyalty Dependability Courtesy Initiative Flexibility Credibility Confidentiality Attitude


Obstructions to Professionalism

Sometimes it is difficult to be professional. Obstructions to professionalism include:

Personal Problems and Baggage Rumors and “the Grapevine” Personal Phone Calls and Business Office Politics Procrastination


Personal Problems and Baggage Situations medical assistants face outside of

work may be difficult to leave at home. These situations can interfere with the ability

to perform at work. Take a moment to discuss the situation with

supervisors. Use discretion when talking about the issues

at hand. Most supervisors will want to work with good

employees through difficult times


Rumors and the “Grapevine” Rumors and gossip must be avoided in a

professional medical facility. These issues cause negative employee morale. Rumors often become more exaggerated with

each telling. Medical assistants must be friendly and cordial

to everyone. Never take part in rumor-mongering or gossip

in the office.


Personal Phone Calls and Business Avoid receiving personal calls at work unless a

serious emergency occurs. This rule includes both the office phone and

personal cell phones. Do not conduct any type of personal business

during working hours. Use personal time to check personal email.


Office Politics Office politics can be positive or negative. Positive office politics can lead to promotions and

wage increases. Negative office politics can lead to dissention and

low employee morale.


Procrastination Procrastination is a sign of the fear of failure. Never put off duties that can be done

immediately. Stop procrastination by doing something

now. Divide projects into small segments.


Professional Attributes

Professional attributes include: Teamwork Time Management Prioritizing Goal Setting


Teamwork Possibly one of the most important attributes

to develop. Staff members must work together for the

good of the patients. Cooperate with co-workers. Teamwork promotes good employee morale. Never say, “That’s not my job.”


Time Management Use time efficiently. Plan tasks that must be done. Key to time management is prioritizing.


Prioritizing Prioritizing is deciding which tasks to do first. Make a list of tasks. Decide what must, should, and could be done today. Place each task in numeric order within the “must,”

“should,” and “could” categories. Assign letters and numbers to categorize tasks. Complete the tasks in order, and accomplish more

every day.


Goal Setting

Goals should be: Reasonable Measurable Written down Monitored for progress Set for all areas of an individual’s life Celebrated when reached, even if it is a

small accomplishment


Knowing the Facility and Its Employees

It is important to know the people who work in the medical facility and their general job descriptions, so that patients can be referred to the person who knows the most about their problems.


Documentation

When documenting medical information: write legibly. be complete. state facts, not opinions. never use sarcastic language. make corrections as directed.


Note Taking Always have pen and paper ready for note

taking in meetings and seminars. Keep a small pad and pen in a pocket for

quick notes.


Work Ethic

A person with a good work ethic: arrives on-time. is rarely absent. has a strong work output. is honest. is able to solve ethical problems. has a character that is above reproach.


Communication

The success of any business is related to its ability to communicate effectively.

Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.

Interpersonal Skills and Human Behavior

Chapter 5


Introduction

The medical assistant’s interpersonal skills help to set the tone of the office.

Interpersonal skills and human relations intersect, and the successful medical assistant will work to improve both sets of skills throughout his or her career.


This chapter will examine: The importance of first impressions The differences between verbal and nonverbal

communications Spatial separation The value of touch while communicating Elements of the transactional communication

model Barriers to effective communication Defense mechanisms, listening, and dealing with

conflict


The Patient’s Perception

The patient’s perception of the physician’s office and the staff members is critically important.

Perception may not be accurate at all times, but what the patient perceives is just as important as what is actually happening.


First Impressions

First impressions are still lasting ones!


First Impressions First impressions are more than physical

appearance or dress. Opinions formed in the first few moments of

meeting last much longer in our thoughts than the actual time we spend with a person we have just met.

The first impression includes attitude, compassion, and the smile!


Introductions Always introduce yourself to patients Smile Wear a name badge Show the patient around the office Introduce other staff members to the patient Put the patient at ease


Communication Paths

Verbal Communication Depends on words and sounds Do not interrupt a person who is speaking


Verbal Communication Speak clearly and enunciate properly. Vary the pitch of the voice. Use appropriate volume. Speak at an audible level. Make eye contact. Speak in an animated fashion. Show concern.


Verbal Communication

Tone of voice is very important in communication. Never be sarcastic. Never be rude. Never make an inappropriate remark and follow it

by saying “I was just kidding.” Take care not to hurt anyone’s feelings with

words or phrases.


Patients Need Tender Care

Remember that patients are in the office to be cared for.

They may have great concerns. They may be very apprehensive. They may be fearful.


Listen to Patients Allow patients to do most of the talking. Do not offer personal information about your own

life and problems. Share only positive experiences, and then, only

briefly. Do not burden the patient with your problems at

any time!


Nonverbal Communication

Nonverbal communications are messages that are conveyed without the use of words. Transmitted by:

Body language Gestures Mannerisms Eye movement


Body Language Partly instinctive Partly taught Partly imitative


Body LanguageInvolves: Eye contact Facial expression Hand gestures Grooming Dress Space Tone of voice Posture Touch


Appearance Appearance is a vital part of nonverbal

communication. Appearance can present conflicting nonverbal

information.


Appearance

The successful medical assistant expresses: self-esteem confidence pleasant facial expressions caring attitudes


Conservative Appearance

In the medical profession, patients expect professionalism, and conservative appearance is preferred to avoid blocks in communications.


Proxemics

Proxemics is the study of the nature, degree, and effect of the spatial separation individuals naturally maintain and how this separation relates to cultural and environmental factors.


What Can Touch Mean?

Touch, in the medical profession, can be comforting or can promote a sexual harassment lawsuit.


Avoid Claims of Battery Be very careful when touching a patient. Non-consensual touching can be considered

battery in today’s litigious society.


The medical assistant should not be afraid to touch patients in an appropriate manner.


Posture and Positioning

Can signal: Depression Anger Excitement Fear An appeal for help


The Process of Communication To communicate well, we must have a general

understanding of the process of communication. Usually when two people interact, they both

function as senders and receivers.


Channels

Channels can be: Spoken words Written messages Body language


Encoding

Senders encode a message, which means that they choose a specific method of expression using words and/or other channels.


Decoding

The receiver decodes the message according to his or her understanding of what is being communicated.


Noise

Noise contributes to the misunderstanding of messages. Noise is anything that interferes with the message being sent.


Feedback Verbal expression Body language Nod of understanding


Transactional Communication Model


Listening

Listening is paying attention to sound or hearing something with thoughtful attention. Listening is an important skill that the medical assistant can develop.


What Prevents Us from Listening? Our own thoughts distract us. Situations in our lives make it hard to listen. Conversation seems meaningless and

unimportant. Too many messages are coming in at once. Emotions, such as anger, render us unable to

listen. Exhaustion makes listening difficult. We have prejudged the speaker and feel there is

no need to listen.


Listening to Patients

Patients must know that we are listening—not only hearing the words that are being spoken, but attempting to interpret what the patient is trying to communicate.


Paraphrasing

Paraphrasing: Listening to what the sender is communicating Analyzing the words Restating them to confirm that the receiver has

understood the message as the sender intended it

Clarifies speaker’s thoughts Helps to indicate that there is common

understanding


Ask Open-Ended Questions Can you explain what the pain feels like? When did you first notice these symptoms? What are you usually doing when you have

symptoms? What do you think is causing the symptoms?


Observing Carefully

Watch for signals from patients, such as tears, sad expressions, or volatile temper.


Defense Mechanisms

Verbal Aggression—A person attacks another without addressing the original complaint or disregards it inappropriately.

Sarcasm—A biting edge added to words that a person states with the intent to cause pain or anger.

Rationalization—Attributing actions to rational and credible motives without analyzing underlying methods.


Defense Mechanisms

Compensation—Making up for one behavior by stressing another.

Regression—The reversion to an earlier mental or behavioral level.

Repression—Process whereby unwanted desires or impulses are excluded from the consciousness and left to operate in the unconscious.


Defense Mechanisms

Apathy—A lack of feeling, emotion, interest, or concern.

Displacement—The redirection of an emotion or impulse from its original object, such as an idea or person, to another object.


Defense Mechanisms

Denial—A state in which confrontation with a personal problem or with reality is avoided by denying the existence of the problem or reality.

Physical avoidance—Avoidance of any representation of a painful event.

Projection—The attribution of one’s own ideas, feelings, or attitudes to other people or to objects.


Dealing with Conflict

Conflict is the struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands.


Conflict can… Be beneficial to relationships Be constructive Allow people to learn about each other Promote stronger understanding Promote deeper levels of intimacy


Assertion—Stating or declaring positively, often forcefully or aggressively

Nonassertion—The inability to express needs and thoughts or the refusal to express them


Crazymakers

The Avoider:Refuses to fight; keeps from facing the problem at

hand.The Pseudoaccommodator:Refuses to face up to a conflict by either giving in

or pretending nothing is wrong.


Crazymakers

The Guiltmaker:Tries to make his or her partner feel responsible for

causing pain.The Subject Changer:Escapes facing up to aggression by shifting the

conversation when it approaches an area of conflict.


Crazymakers

The Distracter:Attacks other parts of his or her partner’s life rather

than expressing feelings of dissatisfaction.The Mind Reader:Refuses to allow his or her partner to express

feelings honestly and goes into an analysis of what the partner “really means.”


Crazymakers

The Trapper:Sets up desired behavior, then attacks that

behavior once it manifests.The Crisis Tickler:Brings what is bothering him or her almost to the

surface but never quite expresses true feelings.


Crazymakers

The Gunnysacker:Does not immediately respond to anger. Directs

pent-up frustrations and aggression on the unsuspecting partner.

The Trivial Tyrannizer:Does things that will bother the partner instead of

honestly sharing his or her own resentments.The Beltliner:Hits the partner below the psychologic belt.


Crazymakers

The Joker:Kids around when the partner wants to be serious,

instead of expressing true feelings.The Blamer:More interested in finding fault than in resolving a

conflict.The Contract Tyrannizer:Will not allow relationships to change from the way

they once were.


Crazymakers

The Kitchen Sink Fighter:Brings up things that are totally off the subject

instead of dealing with the issues at hand.The Withholder:Punishes the partner by holding something back,

building up greater resentment.The Benedict Arnold:Gets back at partners by sabotage, failing to

defend them and encouraging ridicule toward them.


Barriers to Communication

Physical impairmentLanguagePrejudiceStereotypingPerception


Communication during Difficult Times

During Anger One of the most difficult times to communicate Expression of anger is usually healthy Unexpressed anger causes or contributes to all

types of health problems



Anger Anger is usually not directed toward the medical

assistant. Be a good listener. Use logic. Do not use absolutes such as “never” and

“always.” Remain calm.



Shock Many types of shock can occur. Usually happens after some catastrophe. Patient often cannot think or move. Some scream in agony, others seem almost

normal. We never know how we might react in a deeply

stressful situation. Our reactions may differ from time to time.



Shock Never leave a person in shock alone. Do not allow the person to speed off in a car. Listen! Watch the person carefully. Make sure the person is with a trusted relative or

friend before he or she leaves the office.


Communicating with Those from Other Cultures

Treat them as you would wish to be treated. Overcome language barriers. Be patient when communicating. Encourage patients to bring a translator, if

necessary. Understand the nonverbal communications of

other cultures.

copyright 2007 by saunders, inc., an imprint of elsevier inc. chapter 4 professional behavior in...

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