GENERATIONS
This generation wants to communicate in person, wants to speak openly and directly
Baby Boomers
Consideration of the impact of your actions on others and being answerable for your actions
Accountability
An interpersonal skill consisting of nonverbal body language, including eye contact and facial expressions, that indicate a person is listening
Active listening
Term for conduct that does NOT conform to accepted social or professional standards
Unethical
The old adage, "praise in public, criticize in private," is out of date.
False. This still holds true.
Disagreement or different points of view that can be viewed as positive or negative
Conflict
This generation prefers texting vs. communicating face to face
Millennials
Discussing a patient within earshot of others violates this act.
HIPAA
Health Insurance Portability and Accountability Act
A system of moral values, rules of behavior and principles that guide individual or group behavior
Ethics
Which activities are appropriate during business meetings:
checking emails
answering calls
texting someone at work
None of the above! Put the phone down when in a meeting.
The posture that helps to defuse a challenging situation
Open posture: lean forward slightly
Fidgeting, shifting your weight, touching your hair, looking at your phone or watch has this effect on others.
Distracting. Indicates a lack of focus on the other person.
This generation likes autonomy, they don’t like micromanaging. Prefers face to face meetings when necessary
Generation X
Some qualities of listening skills
words
tone of voice
body language
Cooperative effort by members of a group to achieve a common goal
Teamwork!
When should you inform your boss about an issue, good or bad?
As soon as possible
Term for the outward manifestation of your feelings and emotions
Behavior
An essential part of resolving conflict is to ask everyone involved to _____ _____
Suggest resolutions.
This generation prefers communication in writing, such as a letter
Traditionalist
If someone "drops the ball" with a patient, tell the patient who it was and what they did.
NO! Do not assign blame. Focus on achieving the result needed by the patient.
These short cuts can cause significant obstacles to effective communication
Medical jargon and slang
Using professional abbreviations with patients is a good way to:
A. Show them how much you know.
B. Explain things to them.
C. Fail at explaining.
C. Fail at explaining.
The bottom line is having them understand what you're explaining.
A vocal quality that expresses feelings or emotions is _______.
Tone
Term for preventing conflict and using negotiating skills to resolve conflict
Problem solving
This generation is the highest percentage in the workplace
Generation X
The time clock is intended to show how long you are on campus in a given day.
Why it's important to communicate with customers rather than allowing long periods of silence
Customers may not know where you went; reassures them that you haven't forgotten them.
When should you return telephone calls?
The same day whenever possible.
The posture that helps to defuse a challenging situation
Open posture: lean forward slightly
Which posture makes you look like you want to cooperate?
A. Standing with arms folded
B. Standing with hands on hips
C. Leaning slightly forward
C. Leaning slightly forward.
(Folding the arms forms a roadblock
Hands on hips indicates power or aggression.)