Behaviors for Success in Healthcare

Behaviors for Success HealthcareCompetencies 1, 2, and 8: Behaviors & Personal Characteristics for Healthcare

Dede Carr, BS, LDAKaren Neu, MSN, CNE, CNP..

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Behaviors & Personal CharacteristicsCompetenciesDiscuss ways healthcare personnel can balance their work & personal life to maintain personal wellness.Discuss ways healthcare personnel can balance their work and personal life to maintain personal wellness. lifestyle.Using a problem solving process applied to a healthcare situation, describe behaviors for success in healthcare.

BehaviorWhat is behavior? Anything that changes your values changes your behavior. George A. Sheehan

Behavior is the mirror in which everyone shows their image. Johann Wolfgang von Goethe

Behaviors are a choice. Feelings are sometimes out of our control. Behavior has to do with choices. Randall Terry

Human BehaviorHuman behavior is the collection of behaviors exhibited by human beings and influenced by culture, attitudes, emotions, values, ethics, authority, rapport, hypnosis, persuasion, and/or genetics. (Absolute Astronomy)Behavior of people falls within a range with some behavior being common, some unusual, some acceptable, and some outside acceptable limits. In sociology, behavior is considered as having no meaning, being not directed at other people and thus is the most basic human action. (Absolute Astronomy)

Personal CharacteristicsCertain personal/professional characteristics & attitudes or personal qualities apply to all health occupations.If one plans to work in healthcare, then one should make every effort to develop these characteristics & attitudes & incorporate them into your personality.The following slides will list & define personal characteristics. (North West Arkansas Community College Faculty, [NWACC], n.d.)Personal Characteristics Valued by HealthcareEmpathyPatienceHonestyResponsibilityDependabilityCompassion/CaringKindnessEffective Team Member

Willingness to LearnDiscretion CompetenceSelf-MotivationAcceptance of CriticismEnthusiasmTactPersonal CharacteristicsEmpathyTo be able to identify with & understand another persons feelings, situation, & motives (put yourself emotionally in the place of another)Must care about others & be able to communicate & work with themUnderstanding needs & learning effective communications is one way to develop empathy (NWACC, n.d.)

Must have a sincere interest in working with people

8Personal CharacteristicsEmpathy Begins with awareness of another person's feelings.Most people do not tell you how they are feeling, so you must resort to asking questions, reading between the lines, guessing, & trying to interpret non-verbal cues.Usually used in reference to sensing anothers painful feelings, but can apply to anothers positive feelings of success, accomplishment, pride, achievement etc. (NWACC, n.d.)Empathy ExamplesEmpathyOnce you figured out how the person feels, you acknowledge the emotion.For example: I can see you are really uncomfortable about this.I can understand why you would be upset.Show empathy through a simple sign of affection (hug, tender touch, high-five) (NWACC, n.d.)

Empathy ExamplesSample Scenario of Empathy A former smoker is more likely to have empathy with someone who is trying to quit. A feeling of "been there, done that" that makes you understand what the other is feeling or going through. (NWACC, n.d.)

Practical Empathetic CommunicationBy recognizing the presence of strong feelings in the clinical setting (fear, anger, grief, disappointment)Pausing to imagine how the patient might be feeling Stating our perception of the patient's feeling "I can imagine that must be ..." or "It sounds like you're upset about ..."Legitimizing that feeling Respecting patient's efforts to cope with the predicament; Offering support and partnership "I'm committed to work with you to ..." or "Let's see what we can do together to ... (Hardee, n.d.)

Personal CharacteristicsHonestyTruthfulness & integrityOthers must be able to trust you at all timesMust be willing to admit mistakes so they can be correctedIt is doing what you say you will do or return when you said you would return.We need honesty in order to take the best possible care of our patients in any healthcare setting. It is extremely important to building trusting relationships with others. (NWACC, n.d.)Personal CharacteristicsPatienceState of endurance under difficult circumstances & not acting on annoyance or anger in a negative wayMust be tolerant & understandingMust learn to control your temper & count to tenLearn to deal with frustration & overcome obstaclesThe ability to wait without getting angry is a sign of patience.Example: It takes more patience to ask a 5-year-old to tie her shoes than to tie them for her. (NWACC, n.d.) Personal CharacteristicsDiscretion/ConfidentialityIn any health care career you have access to confidential informationInformation should not be told to anyone without proper authorizationPatient is entitled to confidential careBe discrete & make sure patients rights are not violatedDo not speak about patients in cafeteria, coffee shop, or hallway where others can overhear confidential information (NWACC, n.d.)Personal CharacteristicsDependabilityMust accept the responsibility that your position requiresBe prompt in reporting to work & maintain good attendance recordPerform assigned tasks on time & accuratelyAssist peers when they need help (NWACC, n.d.)Personal CharacteristicsResponsibilityBeing willing to be held accountable for your actionsOthers can rely on you & know you will meet your obligationsConscientious Doing your best possible (NWACC, n.d.)Personal CharacteristicsWillingness to LearnMust be willing to learn & adapt to changesChanges occur because of research, new inventions & many other factorsChanges can mean learning new techniques or proceduresAt times, additional education may be required to remain competent (NWACC, n.d.)

Personal CharacteristicsAcceptance of CriticismMust be willing to accept criticism & learn from it or be able to accept direction from supervisor or othersPatients, employers, co-workers & others may criticize your workSome criticism will be constructive & allow you to improve your work (NWACC, n.d.)

Personal CharacteristicsTact Ability to say or do the kindest or most fitting thing in a difficult situationAll individuals have a right to their own feelings & these feelings should not be judged as right or wrongShows consideration of the feelings of othersRequires constant practice Think before you speak so you dont say something you wish you hadnt (NWACC, n.d.)

Personal CharacteristicsEnthusiasmMust enjoy work & display a positive attitudeDisplays a willingness to be involved in activitiesEnthusiasm is contagiousHelps you do your bestEncourages others to do the sameConcentrate on positive points & negative points will not seem to be quite so important (NWACC, n.d.)Personal CharacteristicsSelf-Motivation/InitiativeAbility to begin or to follow through with a taskShould be able to determine things that need to be done and do them without constant direction (NWACC, n.d.)Personal CharacteristicsIn healthcare caring is a required attribute so the following are Six Core Elements for Caring:CompassionConfidence-perception of ones ability to give careCompetenceConscientious-Alert, accurate, observant, responsible Commitment Comportment (Dignified manner or conduct-behaviors & how one carries oneself (Openness, transparency, authenticity, honesty, & integrity)(Rouch, 2002 cited in Davidson & Williams)Personal CharacteristicsCompassionA capacity to care for others meaningfullyInvolves being close to patients/others & seeing their situation as more than a medical scenario & routine proceduresCompassion impels & empowers people to not only acknowledge, but also act (Schantz, cited in Davidson & William, What is compassion? para. 5). Involves focusing on another persons needs & channeling the emotion generated by that persons predicament into an active response (doing the little things for others) (Schantz, cited in Davidson & William, What is compassion? para. 5). Personal CharacteristicsConfidenceNeed to main factors: Self-efficacy & Self-esteemMastering skills & achieving goals that matter in those skills area by learning & working hard & succeeding in the focus areas (ex. In caring)Leads people to accept difficult challenges & persist in the face of setbacksOverlaps with Self-esteemgeneral sense that one can cope no matter what Can build confidence by improving ones knowledge & skills, sometimes through practice: it leads to feeling competent (able to do well), again resulting in feeling confident (NWACC, n.d.)Personal CharacteristicsCommitmentAn agreement, pledge, or promiseA willingness to be involvedCommitment to oneself is a: deliberate emphasis on continual self-improvementdemonstration of determination & persistenceIndividual commitment is a group effortthat is what makes a team work, a company work, a society work, a civilization work Vince Lombardi (NWACC, n.d.)26Personal CharacteristicsCompetenceQualified & capable of performing a task (skillfully, effectively, efficiently, & safely)Able to follow instructionsUse approved proceduresStrive for accuracy in all you doKnow your limits & ask for help or guidance if necessary (NWACC, n.d.)

Core BehaviorsIn the healthcare profession, compassion, caring, & commitment are key core elements in the providing of quality health care Compassion, caring, & commitment are not behaviors that we are born with, but rather behaviors that we develop through practice as we age & mature.Now, a person may choose not to be compassionate, caring, or committed. In the healthcare community if a provider does not exhibit these behaviors how will patients/clients trust that their care is of quality?Stop and ThinkIMAGINE.. You are a patient at the dental office & the staff is too busy chatting in the lab to attend to you right away. When dental assistant finally come to treat your sore, aching tooth, he/she is too busy setting up the instruments and does not appear interested in listening to you describe your symptoms.

What are the costs of not being compassionate, caring and committed?

29Stop and Think QuestionsIf you were the patient in the scenario, how would feel?

If you were the dental assistant in this scenarios, what steps would you do to change your behavior so the patient feels care for?

How does not being compassionate, care, and committed effect the quality of care?

Personal QualitiesEffective Team MemberLearn to work well with othersEach member of a health care team will have different responsibilities, but each member must do his or her part to provide the patient with quality careBy working together, a team can accomplish goals much faster than an individual(Team Technology)

Effective TeamPurpose of Team1) Accomplish set goals 2) Support team membersActivities of Team1) Work together to achieve a common goal2) Support each other in accomplishing objectives & attain goals/positive outcomes3) Coordinate work assignments tasks within each members scope of practice4) Use effective verbal & nonverbal communication skills(Team Technology)

Effective TeamBenefits of Team Increased continuity of careIncreased client satisfactionIncreased job satisfactionIncreased self-esteemEtiquette of Team MembersCourteous behaviorsIntroduce selfAddress others by namePut clients & others firstConsider others needs, feelings, & concerns (Team Technology)

Behaviors to Support CareCourteous BehaviorsIntroduce self and your role/positionAddress others by preferred name: first name, Mr., Mrs., Etc.Focus on clients needs & feelings before your personal concernsConsider others feelings, behaviors, & issuesEstablish trust Smile & make eye contact (appropriate for culture)Listen attentively and activelyBe honestProvide privacy as deemed per the situationAbove all, maintain a positive attitude!!Use appropriate conversationsRecognize family, volunteers, & other outside influences (NWACC, n.d.)Personal QualitiesAll characteristics & attitudes (personal qualities) must be practiced & learnedSome characteristics take more time to develop than othersBe aware of your characteristics & strive constantly to improvePersonal characteristics influence the quality of care provided to patients/families Will make you a more valuable asset to your employer & others (Mind Tools, )

Personal AppearancePersonal Appearance: More than how you are dressed. Includes your body language, your demeanor, and your mannerismHow do you appear to someone else?Most people form an opinion about you within 20 seconds to 4 minutes of seeing you for the first time.That first impression seldom changesSOooo.. First Impressions-AppearanceSOooo.. Make that first meeting count by always presenting a positive image.I care and respect myself. I can be trusted and will take good care of you.Smile.Inspire confidenceDress well.

Professional BehaviorLanguageLanguage & usage of language skillfully reflects knowledge & intelligence (Arnold & Boggs)Poor grammar & incorrect word usage can distract others easily from the content of the message PostureA straight posture reflects confidence & attention to detail (Schuster; Sullivan). Posture & body language are one influence on others' perception of competence (Fatt, cited in LaSala & Nelson)

For instance, folded arms held tightly next to the body reflect a closed personality (Arnold & Boggs, 2004). This posture may indicate that the person is introverted, lacks confidence, or is nervous. An open posture with arms spread in a relaxed position may indicate the person is confident, willing to engage in the challenges of the work environment (Schuster, 2000).Lasala, K.B. & Nelson, J. (2005, February). What contributes to professionalism? MedSurg Nursing. Retrieved from http://findarticles.com/p/articles/mi_m0FSS/is_1_14/ai_n17208307/?tag=content;col1

38Professional BehaviorCourteous language & mannerisms can instill a professional image & trust in your healthcare abilities.Show sensitivity to differences in culture, age and gender and religion. Demonstrate an understanding of a persons preferences, background, and needs (Fatt, cited in LaSala & Nelson)

ReferencesAbsolute Astronomy (2010). Human behavior. Retrieved from http://www.absoluteastronomy.com/topics/Human_behaviorDavison, N. & Williams, K. (2009) Compassion in nursing: Defining, identifying and measuring this essential quality. Nursing Times; 105: 36. Retrieved from http://www.nursingtimes.net/nursing-practice-clinical-research/compassion-in-nursing-1-defining-identifying-and-measuring-this-essential-quality-/5006242.articleHardee, J. (n.d.). An overview of empathy. The Permanent Journal. Retrieved from http://xnet.kp.org/permanentejournal/fall03/cpc.htmlNorth West Arkansas Community College faculty.nwacc.edu/tbriggs/Intro%20to%20Med%20Pro%20Files/Unit%203.ppt40ReferencesLasala, K.B. & Nelson, J. (2005, February). What contributes to professionalism? MedSurg Nursing. Retrieved from http://findarticles.com/p/articles/mi_m0FSS/is_1_14/ai_n17208307/?tag=content;col1Mind Tools, LTDs. (1996-2011). How to be a good team player: Maximizing your contribution. Retrieved from http://www.mindtools.com/pages/article/newTMM_53.htmNorth West Arkansas Community College Faculty. (n.d.) Personal qualities of a healthcare worker. [Power Points]. Retrieved from faculty.nwacc.edu/tbriggs/Intro%20to%20Med%20Pro%20Files/Unit%203.pptTeam Technology. (1995). Working out your team role. Retrieved from http://www.teamtechnology.co.uk/workingoutyourteamrole.htm