Professionalism: Beyond Politeness

In any field, professional communications in the workplaces are critical to a successful business. Caregiving and nursing require especially clear communication, as health care demands that all caregivers be on the same page, follow doctor's orders precisely, document incidents and problems, and understand the needs -- both spoken and non-spoken -- of the clients for whom we are responsible. This post will cover a few of the basics of communication with clients, co-workers, and the public. Future posts will go into detail about chain of command, phone, and client sensitivity.

Appearance

Your appearance speaks volumes about you before you even open your mouth. We're all told from childhood not to judge a book by its cover, but how you dress for your job will influence how others relate to you. Beyond that, as a representative of your company, how you appear to family members of clients and other visitors to the facility will reflect well (or not) on your employer.

• Always wear clean scrubs in good condition and keep your ID badge on and visible at all times.

• Keep your nails clean and short. 1/4" is the industry standard.

• However you wear your hair, make sure that it is out of your face and won't get in the way.

• Wear sturdy, close-toed, non-slip shoes to keep yourself and others safe.

• Refrain from wearing large or loose jewelry that could get caught or cause a safety hazard.

• Makeup should be appropriate for a professional setting, not for going out for the night.

• Any tattoos with vulgar/potentially offensive writing/images should stay covered while on the job.

• Good hygiene is essential. Body, hair, and teeth should be clean and free from odor.

• Working closely with others means that perfumes should be at a minimum.

Language

Although it might seem that it should go without saying, it is helpful for businesses to talk with their employees about proper language in the workplace. The words that we choose in caregiving should always be professional, but what does that really mean? Language in the workplace should be all of the following:

• Accurate

• Respectful

• Clear

• Non-offensive

This applies to everyone you might encounter while at work. Speak pleasantly to members of the public, communicate clearly with the families of clients, offer your clients an example of good behavior through your interactions with them, and prevent and resolve conflicts with co-workers by being clear and complete in your documentation.

Communicating with Various Populations

LifePulse Professionals offers in-depth classes on professional communications in caregiving. Since we can't cover several hours of course material in one blog post, this is just a brief overview of the variety of aspects that we cover. As an exercise, you can consider company policies and norms on the following staff interactions with the following populations:

• Public -- Being the face of your company.

• Families -- Effective communicating with families of clients about client conditions.

• Clients -- Balancing compassion, safety, fun, and rules.

• Co-workers -- Managing potential conflicts in the workplace.

• Supervisors -- Understanding proper documentation and reporting.

Boundaries

In all aspects of our lives, knowing our boundaries, healthy communication of our boundaries, and respecting the boundaries of others can make or break our relationships. For a business to run smoothly, boundaries must be clear and respected. The following are some elements of healthy boundaries.

• Respecting the privacy of others

• Respecting the personal space of others

• Listening to what others say and taking them at their word

• Assertive -- but not aggressive -- communications of needs and concerns

• Keeping work and personal life separate

• Refraining from gossip

• Not taking other's feelings as a personal attack

• Reporting concerns without making personal attacks

• Respectful conflict resolution

When we speak with others, we should do so in a way that respects everyone in the conversation, including ourselves. Never forget to use appropriate titles, say please and thank you, use non-vulgar language, and be precise and accurate in the words that you choose. Give clear information, respect the privacy rights of clients, and follow the chain of command. Go beyond politeness all the way to professionalism.

#professionalism #communications