Assertiveness, Conflict Management, & Ethics Flashcards
Describe Assertive Behavior
- directly expresses ideas, opinions, & desires
- initiates & maintains conversation
- conveys concerns, respect, & builds trust
- most productive
Assertive Techniques
1) Be specific about what you need, expect or are recommending without attacking others
2) Repeat yourself when necessary in a calm manner
3) Don’t become defensive
Assertiveness & Patients
respond to patient criticisms with empathy, understanding, problem solving, and setting limits
Assertiveness & Other Health Care Providers
when problems arise with patient, consulting with nurses & doctors are necessary
persistence is required to speak directly with right person.
Assertiveness & Other Health Care Providers – Making Recommendations
1) identify alternatives & make own recommendations
2) research alternatives to increase effectiveness
3) focus on shared goal of helping patient
Assertiveness & Employees
Responsible for how support personnel treat patients, make it clear what’s expected in the way of patient care
Assertiveness & Employers
- Delaying response – don’t want to react too quickly
- Fogging
Fogging
acknowledging truth or possible truths in a statement while ignoring the judgments implied
Problem Resolution for Conflict Management
Communicate the problem, keep communication open, treat coworkers as equals, make necessary changes, protect yourself by documneting
7 Ethical Principles
Beneficence Fidelity Confidentiality Honesty & Truth Telling Autonomy vs. Paternalism Informed Consent Nonmaleficence
Nonmaleficence
harm knowingly or in error
Beneficence
behave in the best interest of our patients
Autonomy
Establishes a patient’s rights to self-determination; patient’s moral right to choose one’s own life plan & action
Paternalism
fails to take into consideration the preferences, beliefs, and practices of patient’s
Honesty & Truth Telling
full disclosure and truthfulness have become more accepted course of action
