Mastering Communication in the Workplace

• Recognize and identify different communication styles
• Exercise effective communication skills that meet patient safety and satisfaction standards
• Practice conflict management strategies

Principles of Patient Satisfaction and Safety

• Recognize the importance of the HCAHPS survey
• Cite reasons why patient satisfaction scores are important to you – and ways you can take ownership in making a positive impact
• Define a safe healthcare environment
• Recognize and identify different communication styles
• Understand the importance of “first do no harm”
• Recognize the different influences upon patient safety at the Individual level – (including patients, caregivers, visitors, and you) and at the Organizational level – (your hospital)

Effective Problem Solving

• Describe the steps in the problem-solving process.
• Identify the observable condition(s) of a problem and develop a problem statement.
• Use a Fishbone Diagram to organize the root causes of a problem.
• Utilize brainstorming to identify potential solutions.
• Apply the problem-solving process to proactively implement solutions.

Critical Thinking Skills

• Use critical thinking skills to improve decision making
• Learn the four essential traits that critical thinkers possess
• Practice three key skills: analyzing, evaluating and reasoning
• Apply critical thinking strategies in healthcare situations

Life Management Skills

• Work with a variety of goal-setting techniques to obtain targeted work and personal results
• Put time management techniques into action to realize more control over your work and personal life
• Learn to identify causes of stress and explore stress management strategies

Writing in the Workplace

• Work with a variety of goal-setting techniques to abstain targeted work and personal results
• Implement techniques for improved writing skills, including writing legibly, writing often – and applying the three Cs of writing: clear, concise and concrete
• Write paragraphs using topic sentences and supporting details
• Integrate customer-focused writing techniques into business writing
• Apply proven note-taking techniques
• Recognize key building blocks for developing effective resumes

Grammar in the Workplace

• Identify key parts of speech (nouns, pronouns, and verbs) and how they function in sentences
• Use punctuation marks correctly to make sentences and paragraphs clear
• Avoid the most common and distracting grammatical errors
• Avoid confusion among words that look alike or are similar in spelling or sound but have different meanings

Reading in the Workplace

Learning Objectives

• Find main ideas and identify important supporting details
• Define the correct meaning of a word, whether stated explicitly or implicitly in the text
• Classify documents according to their purpose
• Apply techniques for reading comprehension
• Learn to summarize or draw conclusions from reading material

Medical Terminology

PART 1

• Define common prefixes, suffixes, and root words in medical terminology
• Define: fraction, numerator, denominator, proper fraction, improper fraction, mixed number and equivalent fractions
• Combine prefixes, suffixes, and root words in medical terminology to form new medical terms
• Use medical terminology book to find the meaning of medical words
• Translate medical terms and abbreviations

PART 2

• Use the medical terminology reference book to find the meaning of medical words
• Recall the medical terms used to describe body positions
• Use medical terminology book to find the meaning of medical words
• Identify and recall the parts of a cell including the nucleus, cytoplasm and chromosomes