TEST 2

Professionalism

• One’s conduct, behavior, and attitude in a workplace or business environment.

• Often referred to as a “soft skill.”

Responsibility

The foundation of selecting and keeping a job. It is the act of being accountable, obligated, or answerable for something that can be controlled.

Emotional intelligence (EI)

One’s ability to perceive, understand, reason with, and manage his/her emotions and behaviors of others.

Integrity

Quality of being honest or having strong moral and ethical principles.

Dependable

Worthy or trust or reliable.

Entry-level employment

Job opportunities for students that completed a training or educational program.

Active listening

• Focused attention that accurately interprets the speaker’s words and body language to understand what is being said.

• Involves using all your senses and giving full attention to the speaker.

Reinforcement

Use of encouraging words together with nonverbal gestures, such as head nod or strong eye contact.

Questioning

A good technique to draw someone into a conversation or to show that you are interested in them.

Reflecting

Process of feeding back to another person your understanding of what has been said.

Culture

Act of belonging to a designated group or community which shares common experiences that shape the way its members understand the world.

Stereotype

Preconceived notion or generalized opinion about a group of people or situation.

Prejudices

Opinions, feelings, or ideas that are based on personal perception instead of reason or facts.

Racism

• Stronger type of prejudice used to justify the belief that one racial category is somehow superior or inferior to others.

• Also a set of practices used by a racial majority to disadvantage a racial minority.

Bias

• Denotes a preference for a certain group, concept, or set of things.

• May be held by an individual, group, or institution, and can have negative or positive consequences.

Conscious bias

• The person is very clear about his or her feelings and attitudes, and related behaviors are conducted with intent.

• They know they are being biased towards a particular person or group.

Unconscious biases

• Social stereotypes about certain groups of people that individuals form outside their own conscious awareness.

• Everyone holds these beliefs about various social and identity groups, and these biases stem from one’s tendency to organize social worlds by categorizing.

Workplace diversity

Refers to the differences among people who interact with one another at work or in an organization.

Discrimination

• Consists of actions against a group of people.

• Can be based on age, religion, health, and other indicators.

Cultural competence

• Ability to meet the healthcare needs of patients while meeting and adhering to their cultural values, beliefs, and practices.

• Requires sensitivity to the patient’s needs and wants and a deep understanding of their views and values.

Emotional quotient

Measure of someone’s emotional intelligence.

Voice and tone

The tone of your voice affects how people perceive you and the manner of your speech is important as well.

Nonverbal communication

Form of communication where we send and receive messages without using our verbal communication skills.

Nonverbal communication makes up % to % of communication, while verbal communication only makes up about _% to _%.

• Nonverbal: 70-80%

• Verbal: 20-30%

Listening

Active process where you make a conscious decision to listen and understand the message of the speaker.

Examples of effective nonverbal communication skills

• Facial expressions

• Eye contact

• Body language

• Gestures

Describe four actions that would demonstrate professionalism in the workplace.

Describe why three of the hygiene guidelines in Box 13.2 are important in the healthcare environment.

Describe two characteristics of job readiness.

Describe a solution for two of the unexpected changes that occur in the workplace listed in Box 13.5.

Describe the tools used to improve verbal communication.

What are examples of nonverbal communication?

Strategies to address unconscious bias

• Promote self-awareness by first recognizing one’s own biases.

• Understand the nature of bias.

• Take opportunities to have discussions about bias in a safe space with others, especially from different cultural groups.

• Attend facilitated discussions and training sessions on recognizing and unlearning unconscious biases.

Benefits of workplace diversity

• Improves creativity with new ideas and innovation.

• Improves productivity and profits by increasing local knowledge.

• Improves employee engagement and retention.

• Increases range of skills and knowledge.

• Expands the talent pool and attracts more candidates.

Best practices for promoting workplace diversity

• Always behave in an ethical manner.

• Keep info confidential and do not break HIPAA.

• Know your rights regarding workplace diversity.

• Learn to respect difference in others.

• Be proud of your culture and heritage.

• Take responsibility for increasing awareness about workplace diversity issues.

Some employment discrimination laws (Table 14.1)

• Americans with Disabilities Act (ADA) of 1990

• Civil Rights Act of 1964

• Age Discrimination in Employment Act of 1967 (ADEA)

Pain management scale

Effective tool for patients who find it difficult to express or describe pain.

Describe how a patient ‘s cultural background affects his or her healthcare.

Define stereotypes, prejudices, and their differences.

What is employment discrimination p? Provide an example.

Explain cultural competency and what role it plays in healthcare.