Independent Study Courses for Health Care Professionals from MAS, Inc

Sponsored by Inver Hills Community College

The Upset Workbook: Healthcare Edition

This course is aimed at providing health care professionals with the tools necessary for dealing with the emotional upset that so often accompanies health care issues. Students will learn how to conceptualize emotional upset in ways that allow them to apply specific strategies and sequences in responding to upset, anger, and loss. The materials include a copy of The Upset Book: A Guide for Dealing with Upset People. This course is appropriate for all helping professionals including RNs, LPNs, Nursing Home Administrators, Dental Hygienists, Dieticians, OTs and PTs. Objectives: 1) Identify current skills related to dealing with upset people in the health care setting. 2) Enumerate the causes of upset for clients within a health care setting. 3) Conceptualize what happens when one is confronted with an upset person within the health care setting and demonstrate the ability to formulate appropriate responses. 4) Distinguish among strategies for dealing with upset persons and select those that work best within the health care setting. 5) Apply specific techniques and sequences in responding to upset, anger, and loss. And, for persons completing the course for continuing education clock hours. 6) Achieve an overall average of 75% on the three unit knowledge checks.

Tactful Toughness: For Helping Professionals

This course provides health care professionals with the opportunity to learn how to handle tough situations with self-respect and with respect for others. The points made in this course help to reduce the emotional component that can occur when helping professionals need to take unpopular or dissenting positions. It is also for helping professionals, including RNs, LPNs, Nursing Home Administrators, Dental Hygienists, Dieticians, OTs, and PTs. Objectives: 1) Assess your skills at tactful toughness. 2) Distinguish between tactfully tough attitudes and tactfully tough behaviors. 3) Distinguish between passive, assertive, and aggressive behaviors. 4) Apply tactfully tough behaviors to professional and personal situations. 5) Identify techniques for reducing six barriers to tactful toughness. 6) Practice three types of tactful toughness. 7) Identify six techniques useful for tactful toughness. 8) List three guidelines for giving criticism and for persons completing the course for continuing education credit. 9) Achieve an overall average of 75% on the knowledge check.

Making the Connection: Keys to Quality Customer Service in Health Care

This course on customer service is tailored to address the needs and issues of health care professionals. This course teaches specific skills related to providing clients with the quality of service, the dignity and the respect all patients want and deserve. It is focused toward helping professionals, including RNs, LPNs, Dental Hygienists, Dieticians, OTs, and PTs. Objectives: 1) Differentiate between technical skills and customer service skills. 2) Identify six principles for quality customer service. 3) Identify six customer service processes. 4) Describe eight specific customer service skills and their application to health care. 5) List two specific skills for minimizing differences when working with customers different from you. 6) List the benefits of applying customer service with other health care professionals and for persons completing the course for continuing education clock hours. 7) Achieve an overall average of 75% on the knowledge check.