LESSON 1

• Professional characteristics that are important to a phlebotomist

  dependable, cooperative, committed, compassionate, courteous, respectful, honest, integrity,, competent, organized, responsible, flexible
• Proper appearance of phlebotomist

  Clothing and lab coats must be clean and unwrinkled, closed-toed, skid proof, and clean shoes, little to no jewelry, perfume and cologne not recommended, hair must be neat and trimmed, personal hygiene and fingernails must be kept short
• Good communication skills are not needed for the phlebotomist to function as the liaison between the laboratory and the patients, their family and visitors, and other health-care personnel.

  FALSE
• three components of communication — verbal skills, listening skills, and nonverbal skills or body language
• Verbal and listening skills make up about 20% of communication while nonverbal accounts for __
• ZONE OF COMFORT: intimate with the distance of 2 feet

  TRUE
• ZONE OF COMFORT: Social with a distance of 2-4 feet

  FALSE
• ZONE OF COMFORT: Public with a distance of 2 feet

  FALSE
• Verbal skills


  enable phlebotomists to introduce themselves, explain the procedure, reassure the patient, and help assure the patient that the procedure is being competently performed.
• Listening is a key component in communication
• What to do if the patient has hearing impairment?

  speak loudly and clearly

  communicate in writing

  look directly at patient to facilitate lip-reading
• What NOT to do when a patient is non-english speaking?

  use age-appropriate phrases
• What to do if the patient is non-english speaking?

  locate a hospital based interpreter

  use hand signals, show equipment

  remain calm, smiling and reassuring
• What to do if the patient is emotional?

  speak calmly and slowly

  do not appear rushed or disinterested
• An etiquette of proper telephone etiquette

  answer phone promptly and politely

  keep writing materials beside phone to record info

  make an attempt to help callers

  provide accurate and consistent info