Do's and Don'ts of Phlebotomy
Do not say: "I don't know."
Say: "I'll find out."
Skill in handling affairs without raising hostility.
Diplomatic
Do not say: "You need to talk to my manager."
Say: "I can help you."
smoothing over the conflict is a method of accommodating, to be a peacemaker in the conflict.
Accommodator
A phlebotomist must use what kinds of communication?
Verbal and Nonverbal
Do not say: "No."
A phlebotomist who works in a physician's office to collect samples from patients but is an employee of the laboratory.
In-office phlebotomist
Do not say: " You want it by when?"
Say: "I'll try my best."
Ignore's the conflict.
Avoider
Posture, gestures, and facial expression are known as
kinesics
Do not say: "That's not my job."
Say: "This is who can help you..."
Superior professional attention and assistance to customers' needs.
Quality Service
Do not say: "Calm down."
Say: "I apologize what for what happened."
works to understand the conflict and find a solution.
Collaborator
Creating a goal of common understanding requires a common ground between ________, _________, and __________.
Background, education, and experience.
Do not say: "You're right, this stinks."
Say: "I understand your frustration."
A person who is being given information by a sender.
Receiver
Do not say: "I'm busy right now."
Say: "I'll be with you in just a moment."
Finds a mutually acceptable compromise that partially satisfies all parties involved.
Compromiser
unconsciousness, unable to speak the same language, and hearing impairment are known as what?
Do not say: "That's not my fault."
Say: "Let's see what we can do about this."
A person communicating to someone else verbally or nonverbally.
Sender
Do not say: "I don't know."
Say: "I'll find out."
Overpowers everyone and dictates what needs to be done for resolution.
Controller
skills of the phlebotomist, cleanliness of the area, and professional appearance are all part of what?
Patient Satisfaction.