Title: Working with Others
Course: HCP 0796 Patient Care Technician > Section: Module 4

Introduction

Module 4 introduces the student to the concept of teamwork as well as working with others as a member of the healthcare team.  Because each patient requires a variety of services to meet their needs, more than one healthcare provider is necessary for holistic care.  Being able to effectively communicate with members of the team is essential.  In addition interpersonal relationships with others within the healthcare facility must also be maintained.

Objectives

In this module students will be able to:

- Describe the concept of interdependence and list three techniques to strengthen teamwork and interpersonal relationships.
- Explain why coworkers should be treated as customers.
- Discuss two ways to demonstrate loyalty to your coworkers and your employer.
- Identify four types of workplace teams and explain how they differ.
- Discuss how personality differences can cause conflicts in the workplace.
- Define diversity, list five examples of cultural differences, and explain why it’s important to have a diverse health care workforce.
- Explain the role of respect, good manners, and courtesy in the workplace.
- Describe why communication skills are the basis for effective relationships.
- List three problems that may occur when communicating electronically and describe three ways to prevent them from happening.
- Define conflict resolution and explain its importance.
- List the four styles of communication, identify which is the most effective in conflict resolution, and describe the potential impact of each style.
- List the four types of customers found in healthcare settings and give five examples of good customer service.
- Describe five ways to provide good customer service for hospitalized patients and their family members.

Pay attention throughout the course because each module builds upon the previous module in content and the student should be able to demonstrate this knowledge in the clinical setting.

Readings

Chapter 3 Working with Others – introduces you to the necessary teamwork and interdependence of healthcare providers on one another to give holistic care.  We will explore the communication styles needed for effective teamwork as well as the effective communication techniques during conflict resolution.  Diversity will be discussed as it relates to customer service of any healthcare facility.  The various types of customers will be examined as well as ways to provide each type of customer with a positive experience.

Discussion Board 5 will help you to utilize the information you have learned in this modules required readings to effectively handle interdisciplinary team work in a positive manner as well as during times of conflict.  It will also allow you a chance to demonstrate effective communication techniques for handling co-worker conflict.  Lastly it will assist you in learning when personal life and professional life can collide in the job setting during patient care.

Finally, in Discussion Board 6 you will have an opportunity to use the unit readings to establish your own teamwork or communication scenarios for your classmates to answer.  This helps you to determine if you have understood the benefits as well as the negative outcomes that can result from communication skills.

Instructions

- Complete Readings
- Complete Discussion 5
- Complete Discussion 6