You Talk'n to Me?
Allows a person to understand someone else's needs:
Communication
Emotions that cause a person to react to people and/or situations in a predetermined way
Attitude
Behavior relating to what is “right and wrong” relative to the standards of conduct for your profession are called:
Ethical Behavior
Basic principles about what is right and wrong
Morals
The words you speak, the words you write, non-verbal expressions you use; are all examples of:
Communication
When ________, you should concentrate on the listener than oneself
Speaking
Negative reinforcement to discourage inappropriate work behavior
Coaching
A sequence of steps used to address customer complaints and problems in a manner that yields a win-win situation
Service Recovery
Relating to what is right and wrong relative to the standards of conduct for one’s profession.
Ethics
Specialized words or phrases known only by persons working in a position
Jargon
Focusing on what the speaker is saying and not becoming distracted is a good example of:
Basic Listening Skills
Not being influenced by emotion is an example of
Listening Skills
A group of employees from different departments within the healthcare facility that works together to resolve problems
Cross-Functional Team
Sterile Processing technicians who do not think they are being treated appropriately by their employer should discuss the situation with their _________
Supervisor
The development and maintenance of effective interpersonal relationships that enhance teamwork
Human Relations
A step in communication that occurs when the listener asks a question, repeats information, or otherwise helps the speaker to know if the message has been correctly received
Feedback
A _______ is a person working in an occupation that requires extensive knowledge and skills to be successful.
Professional
The SP departmental staff meeting is an example of a __________________ group
Formal
Rumors and __________ can negatively impact the team and department
Grapevine Gossip
A preconceived belief or opinion about a group of people that is applied to every person in that group
Stereotype
Cooperation, promptness, trust, and a good attitude are vital for an:
Effective Team
Being unwilling to adapt to change can:
Impede Success
The broad range of human characteristic's and dimensions that impact the employee's perceptions of themselves and others
Diversity
______ can promote a more comfortable atmosphere and may make the working experience more enjoyable
Music
Positive reinforcement used to encourage SP technicians to follow proper work behaviors
Coaching