Lesson 3: Work Relationships + Patient Interactions
What can break trust?
-breaking promises -gossiping -being tardy
List different Disabilities
-physical -intellectual -visual -hearing -neurological -psychiatric
stereotype, bias and prejudice can lead to a negative impact on patients by...
-poor health outcomes -avoidance or delay of health care
Stereotype, bias and prejudice can lead to a negative impact on employees by...
-productivity issues -stress -increased errors -declining morale
Define Bias
A particular preference or point of view that is personal, rather than scientific.
How to break trust?
Breaking promises, failing to communicate, practicing negativity, being tardy and gossiping
Define multicultural competence:
Capable of understanding, and collaborating effectively with people from different cultures
In an emergency, you should use the _______ style of conflict management.
Competing
_________ is common and human beings experience it in their day-to-day personal and professional lives.
Conflict
Define Health equality
Everyone gets equal treatment, availability to care, same resources + opportunities
Reframing Definition
Exploring possible alternative through respectful, questioning of an angry patient
When conflict arises, avoid it and pretend nothing happened. T/F?
False
List the 6 key elements of trust.
Integrity, sincerity, reliability, consistency, commitment, and competence
A person with multicultural competence..
Interacts works and develops, meaningful relationships with different people. -understand your own cultures -learn about other cultures -respect/accept cultural differences
Define stereotyping
Judging someone on the basis of one's perception of the group to which that person belongs
Diversity includes:
Race, education, ethnicity, generation, gender, Population, disability, religion, sexual orientation
Exploring possible alternative explanations through respectful questioning of an angry patient is know as _______?
Reframing
how to rebuild trust?
Take responsibility, apologize be sincere be patient actively listened be receptive, maintain eye contact and follow through
Rejecting to talk about someone negatively to a coworker will be best to use with which type of coworker?
The gossip
When to use collaborating conflict style
To find an integrative solution when both sets of concerns are too important to be compromised. When your objective is to learn.
Competing Style of Conflict Management best fits opinionated individuals. T/F?
True
Trust in the workplace means employees enjoy a culture of honesty, psychological safety, and mutual respect ? T/F
True
When to Use the Avoiding Conflict Style?
When an issue is trivial, there is no chance of satisfying conflict, cool down and regain perspective, and when others can resolve conflict more effectively
when to use compromising conflict style?
When goals are important but not worth the effort or potential disruption of more assertive modes. When opponents with equal power are committed to mutually exclusive goals. To achieve temporary settlements to complex issues.
When to use competing conflict style?
When there is an emergency
When to Use the Accommodating Conflict Style?
When you are wrong; When others care more than you do - cooperate
A(n) ________ style of conflict management involves putting aside your own needs or desires in exchange for those of others.
accommodating
Define health equity
attainment of the highest level of health for all people
If a large number of people are involved, you should use __________ style of conflict management.
collaboration
How to build trust?
communication, support, respect, fairness, predictability, competence
5 styles of conflict management
competing, collaborating, compromising, avoiding, accommodating
With trust in a workplace you get...
more communication, honesty, increase productivity, psychological safety, mutual respect, and provide a safe place
Define prejudice
preconceived opinion that is not based on reason or actual experience