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Chapter 4
Personal and Professional
Qualities of a
Health Care Worker
© 2009 Delmar, Cengage Learning
4:1 Personal Appearance
• Appearance communicates level of
confidence and positive self-esteem
• First impressions are based on
appearances and form quickly
• Rules about appearance may vary
• Certain professional standards apply
to most health careers
© 2009 Delmar, Cengage Learning
4:2 Personal Characteristics
• Certain personal/professional
characteristics and attitudes apply to all
health occupations
• You should make every effort to develop
these characteristics and attitudes and
incorporate them into your personality
© 2009 Delmar, Cengage Learning
Desirable Characteristics
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Empathy
Honesty
Dependability
Willingness to learn
Patience
Acceptance of criticism
Enthusiasm
(continues)
© 2009 Delmar, Cengage Learning
Desirable Characteristics
(continued)
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Self-motivation or self-initiative
Tact
Competence
Responsibility
Discretion
Team player
© 2009 Delmar, Cengage Learning
4:3 Effective Communications
• Health care workers must be able to
relate to patients, family, coworkers, and
others
• Understanding communication skills
assists in this process
• Communication: exchange of
information, thoughts, ideas, and feelings
(continues)
© 2009 Delmar, Cengage Learning
Effective Communications
(continued)
• Verbal: spoken words
• Written
• Nonverbal: facial expressions, body
language, and touch
(continues)
© 2009 Delmar, Cengage Learning
Effective Communications
(continued)
• Essential elements
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Sender
Message
Receiver
Feedback
(continues)
© 2009 Delmar, Cengage Learning
Effective Communications
(continued)
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Message must be clear
How sender delivers message
How receiver hears message
How receiver understands message
Avoid interruptions and distractions
© 2009 Delmar, Cengage Learning
Listening
• Essential to communications
• Attempt to hear what other is really
saying
• Need constant practice
• Good listening skills techniques
• Observe speaker closely
• Reflect statements back to speaker
© 2009 Delmar, Cengage Learning
Nonverbal Communication
• Facial expressions, body language,
gestures, eye contact, and touch
• Can conflict with verbal message
• Be aware of own and other’s nonverbals
• Don’t always need verbals to
communicate effectively
• When verbal and nonverbal agree,
message more likely understood
© 2009 Delmar, Cengage Learning
Barriers to Communication
• Something that gets in the way or limits
clear communications
• Common barriers
– Physical disabilities
– Psychological attitudes and prejudice
– Cultural diversity
© 2009 Delmar, Cengage Learning
Summary
• Good communication skills allow
development of good interpersonal
relationships
• Health care worker also relates more
effectively with coworkers and other
individuals
© 2009 Delmar, Cengage Learning
4:4 Teamwork
• In any health care career, you will be part
of an interdisciplinary health care team
• Team concept was created to provide
quality holistic health care for every
patient
• Teamwork consists of many
professionals, with different levels of
education, ideas, backgrounds, and
interests, working together for the good
of the patient
© 2009 Delmar, Cengage Learning
Teamwork Concepts
• Teamwork improves communication and
continuity of care
• Every person on the team must
understand the role of each team member
• A leader is an important part of any team
• Good interpersonal relationships essential
• Legal responsibilities
© 2009 Delmar, Cengage Learning
Good Interpersonal
Relationship Guidelines
• Poor relationships interfere with quality of
care, goals, and work satisfaction
• Respect differences due to cultural and
ethnic backgrounds, gender, age,
socioeconomic status, lifestyle preference,
beliefs, and levels of education
• Show sensitivity to the hopes, feelings, and
needs of team members
(continues)
© 2009 Delmar, Cengage Learning
Good Interpersonal
Relationship Guidelines
(continued)
• Golden Rule: treat others as you would
want to be treated
• Have a positive attitude
• Be willing to laugh at yourself
• Be friendly and cooperative
• Assist others
• Listen carefully
(continues)
© 2009 Delmar, Cengage Learning
Good Interpersonal
Relationship Guidelines
(continued)
• Respect the opinion of others
• Be open-minded and willing to
compromise
• Don’t criticize others
• Practice good communication skills
• Support and encourage team members
• Perform your duties to the best of your
ability
© 2009 Delmar, Cengage Learning