CMA Module 2- Ch 2 Professionalism

Q: What is professionalism?

A: The manner, behavior, and attitude of someone in a professional environment.

Q: Which of the following best defines a professional appearance?

A: Being well-groomed, dressed appropriately, and maintaining cleanliness and posture.

Q: What are aspects of professionalism?

A: Responsibility, integrity, accountability, time management, and effective communication.

Q: Which of the following is NOT a professional trait?

A: Laziness — professional traits include accuracy, adaptability, courtesy, confidentiality, dependability, empathy, honesty.

Q: Name additional professional traits.

A: Initiative, integrity, patience, punctuality, respect, and teamwork.

Q: What are positive personal qualities in a professional?

A: Friendly attitude, genuine smile, and perception as a professional.

Q: What demonstrates initiative in the workplace?

A: Being resourceful, dependable, on time, innovative, and willing to try new methods.

Q: How should you handle workplace conflict?

A: Resolve issues directly, involve a manager if needed, and seek HR assistance when necessary.

Q: What is constructive feedback?

A: Feedback based on specific observations meant to improve performance.

Q: What are tips for accepting negative feedback?

A: Wait 5 seconds, find the benefit, don't blame, listen, thank the person, reflect, and follow up.

Q: What is resilience?

A: Overcoming negative feelings related to feedback and growing stronger from it.

Q: How does self-confidence develop?

A: Through knowledge, experience, and practice ("fake it until you make it").

Q: What is self-awareness?

A: Knowing your values, strengths, weaknesses, and emotions to guide behavior.

Q: What does professional appearance include?

A: Cleanliness, posture, hand and hair care, proper attire, limited jewelry, light fragrances, and tasteful cosmetics.

Q: What are key goals of time management?

A: Prioritize tasks, avoid perfectionism, learn to say no, and eliminate time-wasting habits.

Q: What is diversity in the workplace?

A: Cultural, ethnic, and social differences among people that should be respected.

Q: How can you embrace diversity?

A: Learn about others' backgrounds, seek diverse feedback, use inclusive language, and build cultural competence.

Q: What is critical thinking?

A: Observing information, identifying issues, forming beliefs using evidence, and drawing logical conclusions.

Q: What are the steps in problem-solving?

A: Identify the problem, gather facts, list options, analyze outcomes, and test solutions.

Q: How can medical assistants pursue continuing education?

A: Join professional organizations, earn CEUs, attend events, read journals, and take refresher courses.

Q: Which of the following best defines empathy?

A: The ability to understand and share another's feelings ("feeling with" someone).

Q: What is diplomacy in communication?

A: Responding calmly and respectfully using tact and professionalism.

Q: What is active listening?

A: the participation in a conversation with another by means of repeating words and phrases or giving approving or disapproving nods.

Q: What is perception?

A: awareness through the senses; the receipt of impressions; consciousness.

Q: What is integrity?

A: doing the right thing in a reliable way; having a moral compass.

Q: What is a disability?

A: (insurance) a benefit that covers a percentage of the salary if the employee is unable to work because of a disabling condition.

What behaviors are essential when working professionally in healthcare?

Responsibility, integrity, accountability, and excellent communication skills.

What does responsibility mean in a healthcare role?

Being reliable, completing duties on time, and accepting consequences for actions.

What is accountability?

Taking ownership for your work and actions.

Why are communication skills important in healthcare?

They ensure clear, respectful, and effective interactions with patients and coworkers.

What is the ideal appearance of a medical assistant?

Well-groomed, dressed appropriately, and maintaining a clean, professional look.

How does posture reflect professionalism?

Good posture shows confidence and attentiveness.

What personal qualities should a medical assistant demonstrate?

Accuracy, adaptability, courtesy, confidentiality, dependability, empathy, honesty, initiative, integrity, patience, punctuality, respect, and teamwork.

What does initiative mean in a medical assistant role?

Being resourceful, innovative, and willing to try new things confidently.

Why is dependability important?

It builds trust with providers, coworkers, and patients.

How can medical assistants handle conflict professionally?

Address the issue directly with the colleague first; if unresolved, escalate to the office manager, then HR if necessary.

Why is acceptance of feedback important?

It helps improve performance and professionalism.

What are the basic goals of time management?

Prioritize tasks, manage time efficiently, and avoid distractions.

What is the first step in time management?

Make a list of all tasks that need to be completed.

How should tasks be prioritized?

Complete important and urgent tasks first.

When should you say 'no' to a task?

When it’s low-priority or optional and interferes with essential work.

Why should you avoid spending too much time on easy tasks?

It wastes time that could be used for higher-priority responsibilities.

What are examples of time-wasting habits to avoid?

Excessive web browsing, unnecessary phone use, or socializing during work hours.

What is the first priority in a medical setting?

Assisting the provider with emergencies or procedures.

When should you prepare items for a procedure?

Only when the provider requests it—do not open items prematurely.

What is the second priority in clinical work?

Rooming patients and preparing the next exam room.

What does it mean to 'stay one or two rooms ahead'?

Keep patients ready so the provider never has to wait.

What is the third priority for a medical assistant?

Performing procedures and dismissing patients after visits.

What is the fourth priority in daily workflow?

Working on pending files, callbacks, or prescription refills.

How do biases and prejudices affect therapeutic communication?

They can distort judgment, create barriers, and negatively affect patient care.

How can healthcare workers overcome personal bias?

By being self-aware, respectful, and open to others’ perspectives.

What is one way to embrace diversity in the workplace?

Get to know people from different backgrounds and cultures.

What should you do when confronted with a cultural problem?

Seek input from diverse team members before making decisions.

How can language barriers be reduced?

Learn simple phrases in other languages or use interpreters.

Why should healthcare workers avoid offensive jokes or language?

They can degrade individuals and harm patient relationships.

What are the real-world consequences of bias in healthcare?

Unintended disparities and negative impacts on patient health outcomes.

What is continuing education?

Ongoing learning to expand skills and knowledge in a specific field.

Why is continuing education important for medical assistants?

It helps maintain certification and professional competence.

Who offers continuing education programs for medical assistants?

Professional organizations such as AAMA, AMT, and NHA.

How can continuing education be completed?

Through workshops, online courses, seminars, or conferences.

What does cultural diversity include?

Shared values, traditions, beliefs, and practices of different groups.

What are examples of cultural diversity?

Differences in race, religion, nationality, ancestry, and language.

What does social diversity refer to?

Differences in economic status, religion, education, and background within a community.

Why is cultural awareness important in healthcare?

It helps providers deliver respectful, patient-centered care.

How can cultural competence improve patient care?

It promotes understanding, trust, and effective communication.