Communicating in the Workplace Final Exam Flashcards
Explain the concept of professional etiquette
The standard behavior that is
acceptable in a given social, professional, or official setting.
Different for different settings.
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
80
60
Workplace communication must
be professional, ___ and
based on ___ and ____
courteous
honesty and integrity
5 rules of Professional Etiquette
- Respect each other’s knowledge and skill level.
- Accept each person’s contribution to the health care team. No one person or specialty is more important than another.
- Workplace communication should be free from inappropriate topics, jokes, betting, or sexual innuendos.
- 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
Interdisciplinary Communication Goals
• 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
Communication Challenges with a Coworker or Peer
- Age
- Different Goals & Objectives
- Different Work Ethics
- “Best” Friends
Practical Tips on Communicating with a PEER
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
Practical Tips on Communicating with a PEER
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
Practical Tips on Communicating with a PEER
Think of sharpening issue
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
Phrases that PROMOTE Communication
Which is best?!
- 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???
• 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
HINDER COMMUNCATION
**Communication with the Dentist
- Introduce the patient
- Review the pertinent medical history
- Notify the dentist of the patient’s concerns
- Prioritize the nature of any problems you have
identified - Tell the dentist of any options you have
discussed with the patient
What are 4 Communication Challenges with a Dentist
- Intimidation
- Different personalities
- Age
- Gender
How to present a problem to Managers & Supervisors.
use what acronym?
Also what are suggestions to present problem instead of barging into office?
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
How to present a problem to Managers & Supervisors.
use what acronym?
Also what are suggestions to present problem instead of barging into office?
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