Chapter 3

PROFESSIONAL BEHAVIOUR IN THE WORKPLACE

WHAT IS PROFESIONALISM
• Professional is defined as having a courteous,
conscientious and respectful approach to all
interactions and situations in the workplace.
• It is characterized by or conformed to the recognized
standard of care for the profession.
• Patients expect professional behaviour and based
much there trust and confidence in those who show
this type of demeanour in the health care facility
 Work Ethics
• Sets of values based on the moral virtues of hard work and diligence.
• The medical assistant should always display initiative and reliable.
• A person who have good work ethic
• Rarely absent
• Always perform the best to his/her ability
 Attributes of Professional Medical Assistant

• Courteous and respectful

• Diplomatic and tactful
• Responsible and Honest
• Response to Criticism
• Professional Image
 Obstruction to Professionalism
• Rumours and the “grapevine”
• Personal problems and “baggage”
• Personal phone calls and business
 Establishing healthy and self boundaries
• Clearly identifying and explaining to others
• Working out personal differences
• Improved self confidence
• Better ability to communicate honestly with others
• Relationships based on honesty and respect
 The Health care Team
• From the time patients enter the facility to the time they leave you must work
as a corporative member of the health care team.
• Willing to perform duties outside a formal job description
• Personal feelings must be set aside at work
• All employees must corporate with other to get the job done efficiently
 Time Management

• Work Smart
• Prioritizing see chapter 1
 Medical Assistant Organizations
Becoming a Member require the following benefits:
• AAMA:
• Membership shows a level of seriousness about your chosen profession
• Members receive a complimentary subscription to CMA today
The CMA (AAMA) exam is on of the creditialing exams offered to MA at a reduced rate.
To be eligible for the CMA (AAMA) certification the candidate must be a graduate of a
medical assisting program accredited by the CAAPEP or ABHES
The certification must be renewed every five (5) years
 Chapter 4: THERAPEUTIC
COMMUNICATION
• LEARNING Objectives:
• Define , spell and pronounce the terms listed in the vocabulary.
• Discuss the first impressions and patient-centered care
• Do the foll. Related to communication parts
• Identify styles and types of verbal and non –verbal communication
• Recognize and respond to verbal and non-verbal communication
• Recognize communication barriers
 Chapter 4 Con’d
• Recognize communication barriers
• Summarize factors that should be considered when communication with diverse patient
population
• Identify techniques for overcoming communication barriers
• Recognize the elements of oral communication using the sender and receiver process .
• Apply feedback techniques including reflection, re-statement and clarification; to obtain
information
• Discuss important factors about therapeutic communications across the lifespan
• List and explain the levels of Maslow’s hierarchy of needs theory.
FIRST IMPRESSIONS
First Impressions
PATIENT CENTERED-CARE
• Innovative approach to the planning, delivery
and evaluation of the healthcare that is
grounded in mutual beneficial partnerships.
• This is applicable to patients of all ages
• Good communication skills are vital to meeting
the needs of the patients and his or her support
system
 COMMUNICATION PATHS
• VERBAL COMMUNICATION

• NON VERBAL COMMUNICATION

 COMMUNICATION BARRIERS
• Providing unwarranted assurance
• Giving advice
• Using medical terminology
• Leading questions
• Talking too much
• Stereotyping
• Physical Impairment
• Language
 OVERCOMMING BARRIERS TO
COMMUNICATION
• Communication during difficult times
• Therapeutic Techniques
• Active Listening Techniques
 Communication across the life span
• The key to communication effectively with patients is using an age- specific
approach.

• Given the age, and the developmental level of your patient, how can you best
interact with the person and with significant family members

• Pg 49- see Case Study

 MASLOW’S
HIERARCHY OF
NEEDS THEORY
 LEGAL AND ETHICAL ISSUES
• Patients see the medical Assistant as an extension of the provider, therefore, it
is important that all communication with the patient be professional and
accurate.
• Never give a patient advice that is not approved by the provider to prevent
accusations of practising medicine without a license.
• Never agree to withhold any information from the provider because even a
small piece of information can completely change the plan of treatment.
• All pateints in the facility deserve to be treated with respect and compassion.
• Help providers establish trust with the patients. Open trusting relationship
• Help prevent legal issues in the future.
 THE END
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