LESSON 1

Cards (15)

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

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