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"Conducting oneself with responsibilty, integrity, accountability, and excellence in the workplace."
Verbal: face to face, over the phone
Nonverbal: eye contact, body language, tone of voice, and appearance
Written: prescriptions, escripts, emails, patient charts
Active listening: giving full attention to the speaker and conveying interest. Using both verbal and nonverbal communication
See page 19
Being able to function in a professional environment with people who are of a different culture and/or belief set than yourself
Flexibility, humility, sensitivity, and awareness can help cultural competence
Clear communication and maintaining a professional persona is paramount in the healthcare environment
Traige tasks: assign degrees of urgency to tasks
Time management to balance obligations
Tips for handling conflict page 21
Group scenarios page 23