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soft skills.pptx

  1. 1. Welcome to the
  2. 2. Dr. Rita Lakhani. Principal, Jupiter College of Nursing, Thane. PROFESSIONA L ETIQUETTE –MODULE
  3. 3. PURPOSE OF LEARNING PROFESSIONAL ETIQUETTE IN NURSING • To enable nurses advance in their career • To help nurses boost their self esteem • To help creating positive impression
  4. 4. CATEGORIES OF PEOPLE A NURSE TO COMMUNICATES WITH • Patients • Doctors • Senior nurses(Managers, Directors) • Team members • Patient’s relatives • Visiting professionals
  5. 5. WHEN MEETING IF NAME IS FORGOTTEN • Be truthful and polite • Say “I remember meeting you, but have forgotten your name”
  6. 6. HAVE TROUBLE REMEMBERING NAMES? • Listen carefully • Repeat person’s name eg. “It is a pleasure meeting you Merlin” • Try to connect the person’s name with someone or something • TIPS : CONCENTRATE, ASSOCIATE, REPEAT (CAR)
  7. 7. MEETING AND GREETING PEOPLE • Greet with a smile and hello • Introduce yourself • Shake hands if appropriate • Be focused • Converse briefly with clarity • Be open • Respect and value others • Make sure to impact positivity
  8. 8. Shaking Hands And Greeting • Am I judged by the quality of my hand shake? Yes! A confident firm handshake can empower a relationship RULE: 1 Do Not Cusps Your Hand. Extend Your Right Hand horizontally With Your Thump Up. 2 Shake two or three times and drop your hand
  9. 9. HAND SHAKE DOs • Stand up • Make eye contact • Offer firm grip • Smile • Be considerate of personal space
  10. 10. HAND SHAKES DONTs • Remain seated • Limp or Damp fingers • Turn the persons hand over • Squeeze the other person’s hand • Refuse or forget to shake hand
  11. 11. SOME INTERPRETATION OF HAND SHAKE • Dead fish-Cold and Clammy – Denotes passive personality, low self esteem • Pull in-Holds on to hand and Moves you -Trying to manipulate you, manipulative • Twister- grabs hand then twist – Want to keep you in a submissive position • Squeezing fingers- - Keeping you in a comfortable position • Palm facing down - Wants to be in control • Bone crusher - Equating brute strength and power Hindu Culture- Man and woman hand shake is avoided
  12. 12. ELEVATOR PITCH • Always face the elevator doors. ... • Minimal eye contact is standard. ... • Do not talk amongst yourself about some patients • Keep phone calls private, low tone. ... • Exit when the elevator is full. TIPS: - Capture attention - Keep it short - Make a request - Demonstrate your passion
  13. 13. PECKING ORDER TO INTRODUCE Rule: The person of honour is mentioned first Example- Director Nursing – Staff Nurse 10 years Senior nurse – 2years a Junior nurse Client - Colleague
  14. 14. KEY STEPS FOR INTRODUCTION • Mention the name of the person (in pecking order) • Say some thing about her (the person being introduced) • Come back to the person of honour and say something about the other person Eg. Mr Dutt, this is Ms Pillai, our Chief Nursing Officer. Mr Dutt is our new recruit.
  15. 15. BEAWARE OF PERSONAL & EMOTIONAL BARRIERS OF COMMUNICAION PERSONAL BARRIERS EMOTIONAL BARRIERS -Values and beliefs -Perception -Lack of confidence -Past experience -Channel of communication -Egoism -Message overload -Negative attitude COMMUNICATION IS AN ESSENTIAL ELEMENT OF PROFESSIONAL ETIQUETTE
  16. 16. PRONOUNCING THE NAME INCORRECTLY • INCIDENT TO REFLECT ON: Shivani frequently called the Medical officer Dr. Virein and pronounced as Viran. several weeks later she learned from a colleague that the staff had been getting a good laugh out of this mispronunciation for weeks. Shivani felt embarrassed and wished they had been more considerate and corrected her in the beginning rather than making fun of her
  17. 17. ART OF SMALL TALK • SMALL TALK IS GATEWAY TO NEW RELATIONSHIP -Precise -Focused -Simple language -Complete -Unbiased
  18. 18. Breaking ice with small talk • OBSERVE –Talk on what is observed eg. It looks like there are 200 candidates. • ASK -Ask questions • REVEAL - Talk something about yourself, the event or the plans
  19. 19. NETWORKING TO BUILD RELATIONSHIP IT IS IMPORTANT TO FOLLOW: • Respect • Courtesy • Openness • Helpful attitude
  20. 20. SOME COMMON PATTERN OF NETWORKING AT SOCIAL EVENTS • Standing alone • The open two • The open three • The closed two • The closed three • Large group may be in circle THE FIRST THREE ARE BETTER FOR NETWORKING, THE LAST THREE MAY BE AVOIDED
  21. 21. TIPS FOR GETTING THROUGH NETWORKING • Arrive early • Approach with positive attitude • Keep enthusiasm alive • Carry your business card • Make new contacts • Write down pertinent information • Choose appropriate topics for conversation • When wanting to leave excuse yourself and disengage politely
  22. 22. Thought For Reflection “I have learned that people will forget what you said people will forget what you did but people will never forget how you made them feel” Maya Angelou
  23. 23. GENERATIONAL DIFFERENCES IN COMMUNICATION • Born before1945- Veterans – Talks one to another believes meeting in person • Born 1945 to 1960-baby boomers – likes to converse over the phone, talks extensively • Born 1960 to 1980-X gene - Achievement oriented, high values for money and work • Born !980 to 2000-Y gene -Netsavy, Techno files, needs information in bits and bytes, short attention span • Millennials present generation - ? ? The older generation may consider the new as distracted, disorganised and disrespectful
  24. 24. MENTORING CAN HELP CAREER DEVELOPMENT • It helps to build your confidence • Helps to increase productivity • Prepares you for leadership roles
  25. 25. WHEN COMMUNICATING WITH A DIFFERENTLY ABLED • Avoid using words victim, crippled invalid • Ask if they need a help before moving to help • Be polite and respect the individual • Do not show any embarrassment when they say “I am deaf or hard of hearing • Tap the person on hand arm or shoulder when need to call attention
  26. 26. NURSE TO NURSE COLLABORATION CIVILITY IS THE KEY WORD FOR NURSE TO NURSE COMMUNICATION • Be polite • Show courtesy • Give respect • Make others feel valued • Contribute to team building • Be open
  27. 27. INCIVILITY AT WORK PLACE-VERBALABUSE • Demanding comments • Inappropriate language • Impatience • Insulting • Ethnic jokes
  28. 28. INCIVILITY AT WORKPLACE- NEGATIVE BEHAVIOR • Humiliating • Scapegoating • Withholding information • Undermining staff morale • Cultural bias • Spreading rumours
  29. 29. INCIVILITY PHYSICAL BEHAVIOUR • Throwing charts, objects • Assaulting • Punching a wall • Rage of anger • Slamming doors • Banging into others
  30. 30. Impact Of Uncivil Behaviours In Hospital • Reduced job satisfaction for nurses • Increased turn over of nurses • Patient care quality is at threat • Decreased patient satisfaction
  31. 31. Global Interventions Against Nurse’s Incivility • In 2009 JCI has listed incivility and bullying as sentinel events • Code of conduct for nurses and conflict resolution are topics often discussed
  32. 32. SOME SOCIAL ETIQUETTE IN GENERALS • Respond to phone calls, emails in a timely fashion • Don’t interrupt conversations to respond to phone calls, messages unless urgent • Participate in Department events
  33. 33. CONFRONTING BULLYINGS • Identify the bullying • Take care of yourself • Address the bullying • Be firm, confident, assertive • Set boundaries
  34. 34. CONFRONTING LACK OF TEAM WORK • Identifying problems and issues • Analyse the causes/factors hindering team work • Provide education to update all in knowledge and skill • Conduct group discussions • Involve everyone, allow freedom to voice out issues • Utilise mentoring • Monitor the performance and provide feedback • Facilitate necessary resources
  35. 35. CONFRONTING PROBLEM-STOP STRATEGY Plan, prepare and practice before confronting S : State the situation T : Tell the person what you want O : Offer an opportunity for a response P : Provide closure -thanking
  36. 36. CONFRONTING TARDINESS DEALING WITH A STAFF WHO IS TARDI-USING STOP STRATEGY • S: Monday and Tuesday you arrived 20 mts late for work • T: I want you to be here on time at 7am daily • O: Can we agree to this? • P: Thanks, this will help us work together better
  37. 37. NURSE TO PHYSICIAN COLLABORATION EBP: Improved collaboration between nurses and doctors lead to better patient care (Pagana K.D 2012) • Greeting • Introducing yourself • Keeping all concerned staff and patients informed on arrival of the doctor • Make round with the doctor/have the orders documented on the case paper • Provide latest report of the patient • Check the orders before the doctor leaves the unit and clarify as needed Doctors become impatient with lengthy and rambling messages
  38. 38. SBAR TECNIQUE WHILE SENDING CALL/ MESSAGE TO DOCTOR S: Situation-reason for the call B: Back ground –Patient’s history and progress as relevant A: Assessment – Vital signs, Lab results, clinical findings R: Recommendations – What would you want the doctor do ? REFLECT AND DISCUSS
  39. 39. WHEN PATIENT SAFETY IS AT STAKE • A check back tool is /method is safe • EXAMPLE: Doctor Give Lasix 60 mg I/V stat • Nurse: Lasix 60 mg I/V stat (She repeats) • Doctor: That is right
  40. 40. COMMUNICATING FOR PATIENT’S SAFETY • When a woman in labour is not progressing and foetal HR decreasing • Nurse: I am concerned, babies' heart rate is 60/mt • Nurse later: I am uncomfortable with the decreasing HR • Nurse: it is unsafe to continue labour
  41. 41. TIPS FOR GOOD LISTENING • Make good eye contact • Ignore distractions • Smile and nod your head • Lean forward • Ask questions
  42. 42. DONT’S FOR EFFECTIVE COMMUNICATION • Do not finish sentences for others • Day dreaming • Interrupting • Changing the subject • Looking at watch or mobile • Distracting body language
  43. 43. YOUR BEST RESPONSE WHEN PATIENT THANK YOU A professional behaviour is expected • Smile and say “my pleasure or “you are welcome” • Don’t use the phrase “no problem”
  44. 44. NURSE’S PLAYING A ROLE FOR ADVOCACY INCIDENT: Mr. Raju with a fracture patella was admitted and operated. He started physiotherapy on the first post operative day After return from PT he was upset and told the nurse several reasons why he was unhappy with his treatment in PT department. The nurse contacted the PT supervisor and explained the concerns, the supervisor came to the unit to discuss the problem. Mr. Raju was the treated by a different therapist and was pleased with the quick response to his concerns. This explains the nurse’s role as an advocate for patients in vulnerable positions
  46. 46. • Professional etiquette is an unwritten code of conduct regarding the interactions among the members in a business setting. When proper professional etiquette is used, all involved are able to feel more comfortable, and things tend to flow more smoothly. Professional etiquette plays a monumental role in making a lasting positive first impression. In professional situations, displaying proper etiquette can give you a competitive edge over others who may not be using proper etiquette. Likewise, failing to use the correct etiquette may result in being overlooked for employment or losing other valuable opportunities. Professional etiquette can be applied to many areas of an individual's work life including e-mails, phone calls, and business meetings.