2. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. CHAPTER 3 Professionalism and Success

3. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 3-2 3.1 Recognize the importance of professionalism in the medical assisting practice. 3.2 Explain the professional behaviors that should be exhibited by medical assistants. 3.3 Model strategies for success in medical assisting education and practice. Learning Outcomes

4. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Introduction Profession Professionalism Professional standards 3-3

5. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professionalism in Medical Assisting Areas of competence ‒ Hard skills ‒ Soft skills 3-4

6. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professionalism (cont.) Hard skills –Minimum proficiencies –Observable 3-5

7. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professionalism (cont.) Soft skills –Characteristics, attributes, or attitudes –Difficult to observe and evaluate ‒ Work ethic 3-6

8. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professionalism (cont.) Professional behaviors –Interpersonal skills –Contribute to success 1-7

9. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 3-8 Apply Your Knowledge Move to appropriate heading: Hard SkillsSoft Skills Taking a blood pressure Making a bed Being on time for work Scheduling an appointment Addressing patients using Mr. and Mrs. Reporting an error you made Transferring a patient to a chair

10. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Behaviors Contribute to overall success in life Comprehension –Learn –Retain –Process 3-9

11. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Behaviors (cont.) Persistence –Determination –Overcoming obstacles Self-Confidence 3-10

12. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Behaviors (cont.) Judgment –Evaluation –Conclusion –Action Knowledge –Understanding 3-11

13. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Behaviors (cont.) Organization ‒ Time management ‒ Prioritizing Integrity –Honest –Trustworthy 3-12

14. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Behaviors (cont.) Growth Teamwork –Cooperation –Coordination –Team dynamics 3-13

15. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Behaviors (cont.) Relations with others –Respect and caring ‒ Empathy Acceptance of criticism –Taking responsibility ‒ Constructive criticism 3-14

16. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Boundaries Addressing patients Advice Humor Friendliness Loaning money Socialization 3-15

17. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Cultural Diversity Increase your awareness of diversity Increase your awareness of your own feelings Look at individuals 3-16

18. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Patient Advocacy Understand your scope of practice Be professional in relationships Communicate well 3-17

19. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Behaviors Work Quality –Strive for excellence –Be flexible Punctuality and Attendance –Be on time –Work when scheduled 3-18

20. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Professional Appearance Clothing Shoes Hairstyle Fingernails Body odors Jewelry Tattoos and piercings 3-19

21. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Communication Listening Observing Speaking Writing Good manners 3-20

22. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Apply Your Knowledge ANSWER: 1.Comprehension 2.Persistence 3.Judgment 4.Integrity 5.Growth 6.Work quality 7.Self-confidence 8.Punctuality ongoing effort to learn and improve determination; tenacity adhering to law and ethics striving for excellence; flexibility being on time ability to learn, retain, and process information belief in oneself critical thinking 3-21 Match behavior with description: 5 2 4 6 8 1 7 3

23. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Strategies for Success Critical thinking –Evaluating –Problem solving –Taking action 3-22

24. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Problem Solving Identify the problem Identify the effect of the problem Identify objective 3-23

25. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Problem Solving (cont.) Identify solutions and strategies Analyze solutions and strategies Implement best solution Evaluate results 3-24

26. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Time Management and Prioritizing Essential skill Strategies –Planning –Productivity –Distractions –Evaluation 3-25

27. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Stress Pressure Reaction –Anger –Frustration –Change in routine Good or Bad 3-26

28. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Preventing Burnout Susceptibility Stages of stress leading to burnout –Honeymoon Phase –Awakening Phase –Brownout Phase –Full-Scale Burnout Phase –Phoenix Phenomenon 3-27

29. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Reducing Stress Maintain a health balance in your life Exercise regularly Eat balanced and nutritious meals Avoid caffeine, salt, sugar, and fat Get enough sleep Allow time for yourself 3-28

30. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Reducing Stress (cont.) Rely on support of others Be realistic about what you can do Set realistic goals Be organized Redirect excess energy constructively Change things you have control over 3-29

31. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Reducing Stress (cont.) Stay focused Identify sources of conflict; try to resolve them Learn and use relaxation techniques Maintain a healthy sense of humor Try not to overreact Seek help 3-30

32. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 3-31 What skills do you need to cultivate to be successful as a medical assistant? Apply Your Knowledge ANSWER: critical thinking and problem solving; time management and prioritizing; stress management and avoiding burnout.

33. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 3-32 In Summary 3.1 Professionalism is behavior that exhibits the traits or features corresponding to the standards of that profession. Hard skills are specific technical and operational proficiencies. Soft skills are personal attributes or behaviors that enhance an individual. Professional behaviors are needed to function at a high level in medical assisting and produce a good work ethic.

34. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 3-33 In Summary (cont.) 3.2 Some essential professional behaviors include: comprehension, persistence, self-confidence, judgment, organization, integrity, growth, teamwork, acceptance of criticism, relations with others, work quality, punctuality and attendance, professional appearance, and communication.

35. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 3-34 In Summary (cont.) 3.3 Strategies for success as a medical assistant include cultivating your skills, such as critical thinking and problem solving, time management and prioritizing, stress management, and avoiding burnout. Practicing effective strategies can assist you during your education and employment.

36. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 3-35 “A professional is a person who can do his best at a time when he doesn’t particularly feel like it.” —Alistair Cooke End of Chapter 3