Communicating in the Workplace Final Exam Flashcards

1
Q

Explain the concept of professional etiquette

A

The standard behavior that is
acceptable in a given social, professional, or official setting.
Different for different settings.

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2
Q

Communication in the Workplace:

__ % of working hours are spent in communication

__% of that time is spent communicating with other health professionals

Workplace communication must
be professional, courteous and
based on honesty and integrity

A

80

60

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3
Q

Workplace communication must
be professional, ___ and
based on ___ and ____

A

courteous

honesty and integrity

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4
Q

5 rules of Professional Etiquette

A
  1. Respect each other’s knowledge and skill level.
  2. Accept each person’s contribution to the health care team. No one person or specialty is more important than another.
  3. Workplace communication should be free from inappropriate topics, jokes, betting, or sexual innuendos.
  4. Maintain good hygiene practices.
    Exercising at lunch is great BUT …
    Celebrating is great BUT …
    Cologne and perfume is nice BUT …

5.Always adhere to your professional organization’s code of ethics! Where can you find this? Found ADHA code of Ethics and ODA

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5
Q

Interdisciplinary Communication Goals

A
• Promote optimal patient care
• Improve the patient care
environment
• Meet the requirements of various
regulatory agencies (HIPAA)
• Helps to create or revise policies
and procedures that affect more
than one department
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6
Q

Communication Challenges with a Coworker or Peer

A
  • Age
  • Different Goals & Objectives
  • Different Work Ethics
  • “Best” Friends
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7
Q

Practical Tips on Communicating with a PEER

A

P: Present the problem as you see it
E: Explain how the problem makes you feel
Effect: Explain the effect the problem has on your ability to do your work
Resolve: Explain that you want to resolve this problem so you can work together beter

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8
Q

Practical Tips on Communicating with a PEER

A

P: Present the problem as you see it
E: Explain how the problem makes you feel
Effect: Explain the effect the problem has on your ability to do your work
Resolve: Explain that you want to resolve this problem so you can work together better

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9
Q

Practical Tips on Communicating with a PEER

Think of sharpening issue

A

P: Present the problem as you see it
E: Explain how the problem makes you feel
Effect: Explain the effect the problem has on your ability to do your work
Resolve: Explain that you want to resolve this problem so you can work together better

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10
Q

Phrases that PROMOTE Communication

Which is best?!

A
  • Lets talk about it.
  • You did a great job with…
  • Let’s try it this way.
  • I need some advice.
  • How can I help you?
  • How would you handle this problem?

HOW CAN I HELP YOU???

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11
Q
• Are you out of your mind? 
• You are so lazy! 
• You’re crazy! 
• I can’t help you. 
• You don’t know what you are talking
about!

PHRASES THAT

A

HINDER COMMUNCATION

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12
Q

**Communication with the Dentist

A
  1. Introduce the patient
  2. Review the pertinent medical history
  3. Notify the dentist of the patient’s concerns
  4. Prioritize the nature of any problems you have
    identified
  5. Tell the dentist of any options you have
    discussed with the patient
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13
Q

What are 4 Communication Challenges with a Dentist

A
  • Intimidation
  • Different personalities
  • Age
  • Gender
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14
Q

How to present a problem to Managers & Supervisors.

use what acronym?
Also what are suggestions to present problem instead of barging into office?

A
Remember the P.E.E.R. acronym
Present the problem
Explain how the problem makes you feel
Effect – explain the effect the problem has on your ability
to do your work
Resolve – resolve the problem
Suggestions:
• Be organized
• Use written or e-mail message options
• Never blame particular individuals
• Knock on door before entering
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15
Q

How to present a problem to Managers & Supervisors.

use what acronym?
Also what are suggestions to present problem instead of barging into office?

A
Remember the P.E.E.R. acronym
Present the problem
Explain how the problem makes you feel
Effect – explain the effect the problem has on your ability
to do your work
Resolve – resolve the problem
Suggestions:
• Be organized
• Use written or e-mail message options
• Never blame particular individuals
• Knock on door before entering

Never email or text the night before

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16
Q

6 Regulatory Agencies

A
  • CDC: Centers for Disease Control
  • OSHA : occupational and Safety Health Association
  • DPH: Dental Public Health
  • ADA: American Dental Association
  • ODA: Oregon Dental Association
  • Board of Dentistry
17
Q

Regulations come from 4 different LEVELS?

A

FEDERAL, STATE, LOCAL, and PRIVATE

18
Q

What are some communication challenges with Regulatory Agencies

A
  • Confusing standards/language
  • Intimidation (very serious)
  • Fear
  • Pressure from superiors
  • Going against the staff
19
Q

PRACTICAL TIPS for Regulatory Agencies uses what acronym

A

AGENCY
Answer questions in a professional, non-hostile manner

Give only the appropriate data or information

Encourage open dialogue

Never hide or conceal information

Confidentiality: know what information must be released
and to whom

Your attention: provide your full attention and participation

20
Q

When YOU are in Charge No longer “one of the gang”

What acronym is used

A
BOSS
• Behavior you have noticed
• Objective findings from “team”
perspective (we are not compliant) 
• Spreads- explain how it spreads to other
people, patients or staff 
• Suggest/search: provide some suggestions to resolve the problem and
ask for ideas.
21
Q

The ART of Delegation

A

• Assigning a project or task to someone who you
feel is competent to complete the task within a
given time
• Identify competency level
• Energizes your staff
• Encourages your staff to be independent
thinkers and workers
• Encourages your staff to self manage
• Praise, Persuade and Promote

22
Q

What are 2 KEYS to ALL Communication:)

A
  1. Keep everything in perspective

2. Take a moment to think before you speak