1. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Chapter 4 Professional Behavior in the Workplace

2. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Meaning of Professionalism Professionalism is exhibiting a courteous, conscientious, and generally businesslike manner in the workplace. It is characterized by or conforms to the technical or ethical standards of a certain profession.

3. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Why Is Professionalism Important? Patients expect medical personnel to be professional. Patients place their trust and confidence in those they deem to be professional. Attitudes are conservative in the medical field, mandating professionalism.

4. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Characteristics of Professionalism Loyalty Dependability Courtesy Initiative Flexibility Credibility Confidentiality Attitude

5. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Obstructions to Professionalism Sometimes it is difficult to be professional. Obstructions to professionalism include: Personal Problems and Baggage Rumors and “the Grapevine” Personal Phone Calls and Business Office Politics Procrastination

6. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Personal Problems and Baggage Situations medical assistants face outside of work may be difficult to leave at home. These situations can interfere with the ability to perform at work. Take a moment to discuss the situation with supervisors. Use discretion when talking about the issues at hand. Most supervisors will want to work with good employees through difficult times

7. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Rumors and the “Grapevine” Rumors and gossip must be avoided in a professional medical facility. These issues cause negative employee morale. Rumors often become more exaggerated with each telling. Medical assistants must be friendly and cordial to everyone. Never take part in rumor-mongering or gossip in the office.

8. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Personal Phone Calls and Business Avoid receiving personal calls at work unless a serious emergency occurs. This rule includes both the office phone and personal cell phones. Do not conduct any type of personal business during working hours. Use personal time to check personal email.

9. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Office Politics Office politics can be positive or negative. Positive office politics can lead to promotions and wage increases. Negative office politics can lead to dissention and low employee morale.

10. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Procrastination Procrastination is a sign of the fear of failure. Never put off duties that can be done immediately. Stop procrastination by doing something now. Divide projects into small segments.

11. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Professional Attributes Professional attributes include: Teamwork Time Management Prioritizing Goal Setting

12. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Teamwork Possibly one of the most important attributes to develop. Staff members must work together for the good of the patients. Cooperate with co-workers. Teamwork promotes good employee morale. Never say, “That’s not my job.”

13. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Teamwork (cont’d)

14. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Time Management Use time efficiently. Plan tasks that must be done. Key to time management is prioritizing.

15. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Prioritizing Prioritizing is deciding which tasks to do first. Make a list of tasks. Decide what must, should, and could be done today. Place each task in numeric order within the “must,” “should,” and “could” categories. Assign letters and numbers to categorize tasks. Complete the tasks in order, and accomplish more every day.

16. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Goal Setting Goals should be: Reasonable Measurable Written down Monitored for progress Set for all areas of an individual’s life Celebrated when reached, even if it is a small accomplishment

17. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Knowing the Facility and Its Employees It is important to know the people who work in the medical facility and their general job descriptions, so that patients can be referred to the person who knows the most about their problems.

18. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Documentation When documenting medical information: write legibly. be complete. state facts, not opinions. never use sarcastic language. make corrections as directed.

19. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Note Taking Always have pen and paper ready for note taking in meetings and seminars. Keep a small pad and pen in a pocket for quick notes.

20. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Work Ethic A person with a good work ethic: arrives on-time. is rarely absent. has a strong work output. is honest. is able to solve ethical problems. has a character that is above reproach.

21. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Communication The success of any business is related to its ability to communicate effectively.

22. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc. Communication (cont’d)