AAPA

MODULES

Communication
People Skills
Abilities
Self-Care Skills
Organizational Skills

COMMUNICATION

Excellent communication skills are essential to strong leadership, successful clinical interactions, and rewarding interpersonal relationships. Communication skills relate to every aspect of leadership, clinical practice, and personal life. How often was a good idea not adopted because the individual did not present it with clarity and confidence? How many instances can you recall where miscommunication resulted in hurt feelings, severed relations, or even a catastrophic accident? This module provides an overview of communication skill building, including a list of specific goals and objectives, followed by resources for further exploration. PAs are widely recognized for our strengths in this area. We hope that using this module can expand your repertoire of communication skills in leadership roles, in clinical practice and in your personal life.

Tools

If an individual has poor verbal, non-verbal, or written communication skills, important messages regarding mission, vision, direction, and feedback will be lost or misinterpreted. Effective communication involves the processes of receiving, interpreting, and transmitting information. Also important is the ability of the leader to monitor and analyze communication as it is occurring. This feedback loop allows on-the-spot adjustment to one's own communication (expressive) and that being received (receptive).

A good starting point is an honest self-appraisal of one's skills in the following areas:

• oral communication
• written communication
• interpersonal communication
• non-verbal communication

Some skills may be well developed in an area such as oral communication but may need enhancement for certain situations. For example, one may have excellent oral communication skills for telephonic communication but only average skills in group situations or for public presentations. Review the checklist survey below to help you decide which areas you wish to develop further:

• Speaking one-on-one
• Speaking in small groups
• Giving presentations in large groups
• Conducting meetings
• Active listening
• Conflict management
• Interpreting body language and other non-verbal behavior
• Monitoring and adjusting my own body language and other non-verbal behavior
• Writing technical reports and other similar formats
• Writing business letters and related materials

The following list of tools can be used for self-appraisal and to guide further personal and professional development. You might begin by asking yourself how well you mastered each of these skills. Asking trusted friends and/or colleagues the same question will add a valuable dimension to your self-appraisal.

Verbal Communication

• Communicate effectively in the oral form in a clear, articulate, and intelligent fashion.
• Use oral communication skills to inspire and motivate others.
• Demonstrate ability to pace conversation (e.g. avoids interruptions and excessive periods of silence).
• Demonstrate inflection, pitch, resonance, and volume to enhance one's voice.
• Use humor and story-telling appropriately.
• Use oral language to present visual imagery.
• Demonstrate ability to engage in, maintain, and close a spontaneous dialogue.
• Enhance one's vocabulary.

Non-Verbal Communication

• Communicate effectively in the written form in a clear, concise, grammatically correct, and intelligent fashion.
• Adapt form appropriately to the purpose (personal, professional, technical) and intent (inform, persuade, etc.) of the communiqué.

Written Communication

• Use written language to present visual imagery.
  Format for purpose, readability and appearance.

Listening

• Demonstrate effective listening skills.
• Recognize and respond to others' verbal communication verbally and non-verbally.
• Demonstrate ability to recall (and summarize) important aspects of a dialogue (e.g. names).
• Demonstrate ability to listen and simultaneously take written notes when necessary.
• Demonstrate ability to analyze verbal and non-verbal communication in order to interpret patterns and meanings (overt and covert).

Technical Communication

• Utilize technology appropriately to enhance communications.
• Demonstrate ability to use effectively intermediate and advanced word processing software features for improved written communications.
• Demonstrate ability to use effectively intermediate and advanced presentation software features for improved communications to larger groups.
• Effectively use e-mail for brief communications.
• Effectively use voice-activated software (or other dictation devices) to enhance productivity.
• Demonstrate ability to determine the most effective technology (or non-technology) modality given the purpose of the communication and the audience.

Flexibility to Adapt to Various Communication Styles

• Demonstrate adaptability of communication skills.
• Adapt communication (oral, written, interpersonal) based upon sensitivity to age, culture, disability, educational background and other features of the intended audience.
• Adapt communication based upon purpose and intention.
• Effectively use interpreters.
• Become fluent in non-native language.

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PEOPLE SKILLS

The most important thing in communication is to hear what isn't being said. - Peter F. Drucker

This module provides an overview of the skills needed to have successful interpersonal relationships in our personal and professional lives. Communication skills form the foundation in all of our relationships. Other interpersonal skills discussed in this module include establishing rapport, resolving conflict, and communication across differences such as gender, race/ethnicity, age, culture, language barriers, etc.

Interpersonal relationships provide sources of comfort, companionship, collegiality, and joy in our lives. They can also bring frustration and challenge. Interpersonal skills are the key components to an individuals personal and professional success. Identifying your strengths and deficiencies in this area is critical to continued growth and development. We hope that completing this drawer will enhance your interpersonal skills to minimize the frustration and maximize the pleasure.

Tools

Success is defined as the achievement of something desired, planned, or attempted. This definition can be applied in the personal realm in terms of personal achievements or to the professional realm in terms of professional accomplishments. Regardless of where you choose to apply the definition of success, there are three key concepts: desire, plan, and attempt. To insure that your interpersonal skills are dynamic and not stagnant, these key concepts should serve as your compass in the pursuit of acquiring interpersonal skills.

What exactly defines interpersonal skills? There is not one specific definition that can be neatly applied, but a combination of several behavioral and social actions that can create an environment of peace and tranquility or of tumultuous anarchy. Interpersonal skills are composed of the following set of skills and attitudes that are necessary to communicate and impact face-to-face interactions:

Listening

• Conversing one-on-one
• Establishing rapport
• Resolving conflict
• Understanding and accommodating differences when communicating across gender lines.

Armando Gomez of Career Advisor in his article "10 Ways to Improve Your People Skills," states, "Moving up in the workplace means that you have to keep up with others by improving your skills. And no matter how much you improve your technical skills, your social skills are the ones that will eventually land you that promotion and ensure you're always remembered." Gomez's statement emphasizes the importance of not just having "skills" but the necessity of having the interpersonal charisma that is needed to propel you to the next level.

The ten skills Gomez identifies include:

• Speak clearly
• Have something to say
• Understand people
• Influence peers
• Fix problems
• Always keep your cool
• Don't be afraid to change
• There's no "I" in team
• Be on the ball - be ready to respond quickly
• Have a plan

Listening (active)

Active listening is a way of listening that focuses entirely on what the other person is saying and confirms understanding of both the content of the message and the emotions and feelings underlying the message to ensure that understanding is accurate.

• Conversing: To engage in a spoken exchange of thoughts, ideas, or feelings.
• Rapport: Relationship, especially one of mutual trust or emotional affinity.
• Relation: Characterized by harmony, conformity, accord, or affinity.
• Conflict

Conflict Management - This term refers to the long-term management of intractable conflicts and the people involved in them so that they do not escalate out of control and become violent.

Conflict Resolution - This term (along with dispute resolution) usually refers to the process of resolving a dispute or a conflict permanently, by providing each sides' needs, and adequately addressing their interests so that they are satisfied with the outcome.

Conflict Transformation - This term is being used more and more to refer to a change (usually an improvement) in the nature of a conflict, for example a de-escalation or a reconciliation between people or groups. Unlike conflict resolution, which denies the long-term nature of conflict, or conflict management, which assumes that people and relationships can be managed as though they were physical objects, the concept of conflict transformation reflects the notion that conflicts go on for long periods of time, changing the nature of the relationships between the people involved. The conflict itself changes as people's response to the situation develops over time.

Understanding and Accommodating Differences:

"There is no room in this country for hyphenated Americanism. The one absolutely certain way of bringing this nation to ruin, of preventing all possibility of its continuing to be a nation at all, would be to permit it to become a tangle of squabbling nationalities."  - Theodore Roosevelt

In order for a team of people to work together, they must be focused on the task at hand, and all participants must be on one accord in terms of the direction their team is going. However, before a team can achieve the synergy needed to be successful, there must be the acknowledgement and acceptance that differences exist. Workplaces today are heterogeneous structures that employ people from all levels, backgrounds, and cultures. In order for the work environment to capitalize on the positive impact of multiculturalism, everyone must be willing to explore their own views of what diversity is and is not. The diversity resources list addresses the various shades of diversity and the work force.

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ABILITIES

This module introduces the abilities or characteristics that contribute to personal and professional development. By meeting the challenge of seeing ourselves honestly, we can grow. This module outlines and defines the key characteristics and provides resources for further exploration.

Tools

• Hardiness: Bold, brazen, courageous
• Energy: To show enthusiasm, animation and intensity for a task.
• Tenacity: To bring a sense of cohesiveness and determination.
• Courage: Fearless fortitude to bring a project to fruition.
• Enthusiasm: Ardor, devotion, and passion
• Optimism: Cheerful and confident in the manner in which tasks are completed.
• Political Savvy: Understanding
• Diplomatic: Cunning
• Group Dynamics: Understand the group as a whole and play to the strengths and weaknesses.
• Politics: Play the field and the hand dealt in any given situation.
• Governmental: Understand the hierarchy, leadership, and governing forces.
• Learn from Mistakes: Acquire, aberrations, misjudgments
• Knowledge: Gain insight from past situations that were less than perfect.
• Humble: Allow unsuccessful events to ground you.
• Rejuvenate: Refresh and recharge your fervor for the task at hand.
• Saying No/Letting Go: Relinquish Abdicate Yield
• End Point: Identify a point when moving forward will actually cause retreat.
• Limits: Understand the depth and breath of your world.
• Separation: Give rise to others that may carry the baton.
• Self-Confidence: Assured, poised, fearless
• Comfort: Inner being solitude and reliance on skills.
• Strength: Fortitude and ability to project.
• Command: Seize the moment and assure yourself and others.
• Entrepreneurship: Ownership, risk, enterprise
• Bold: Think out side the box.
• Daring: Set aside convention wisdom.
• Cutting Edge: Look outside stereotypes and cookie cutter designs.
• Listening: Attention, observe, and heed
• Obey: Give rise to active discussions.
• Diffuse: Move from self-centered leadership to an open architect.
• Engulf: Swallow as much and diverse discussions as possible.

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SELF CARE SKILLS

If we don't take care of ourselves, we won't be able to take care of others! A common bit of wisdom that many of us find difficult to incorporate into our busy lives. This module addresses the importance of taking care of you - as a PA, as a leader, and as a person. A variety of self-care skills are reviewed and resources are provided. In addition, it is important that leaders exemplify a healthy life style and set balance for those who follow. Whatever you chose, we are confident that you will find that the resources you need to get started are just a "Google" or "Yahoo" away. Your local resources such as community recreation center or public library are generally low cost or free! Start with small steps as you strive to reach your goals so you are less apt to become frustrated. This module includes a narrative overview, a list of specific goals and objectives, and references/resources for further exploration. We hope that working through this drawer will enhance your ability to achieve harmony and balance in your work life and personal life by taking care of yourself.

Tools

Leaders and clinicians are typically highly committed to their work and volunteer organizations. Sometimes this commitment leaves us at risk for high stress, burn-out, or personal consequences of over-work in one or more areas of our professional careers. Relationship difficulties, family problems, divorce, and medical illness are examples of the results of burn-out.Therefore it is imperative that the successful PA and leader seek balance in his/her professional, work, personal (physical and emotional), friend/family, and spiritual spheres. And it's never too early to start this quest. Before embarking on the road to great leadership skills, it is important to begin by developing a personal road map (goals).

While goal setting is highly individualized, it is recommended that you establish one overarching goal; the goal to be "whole." That is to address all your spheres in your development plan rather than focusing on one or two areas to the detriment of others. In other words, it is not a good idea to set the goal of becoming the CEO of a major health care organization and suffer a myocardial infarction because you did not address your personal health sphere. This unit begins with a checklist to get you started on goal setting. Also provided are objectives to help you establish self care goals. Finally, a list of resources is provided to help you expand your knowledge and skills.

Goal Setting Checklist

Begin your leadership journey or refocus it by using the checklist below.

• Evaluate your overall situation to determine strengths and areas you want to develop further.
• Develop a personal mission statement that in one sentence defines who you are as a total person. Think about your personal beliefs and values as you develop the mission statement.
• Set short term and long term goals. Be sure your goals include a timetable and are specific enough to be measured. For example, "I will lose 10 pounds in three months by eating healthy and exercising" is a much better goal than, " I would like to lose weight."
• Be sure your goals address all your spheres: professional, work, personal (mind, body and emotion), family/friends, and spiritual.
• Write the goals and keep in a place where you will see them.
• Do it!
• Find a mentor or coach to help and encourage you as well as provide objective feedback on your progress.
• Refresh and re-energize. This means taking breaks and vacation periodically to "re-charge your batteries."
• Re-evaluate. Periodically review your mission and goals to see how well you have done. Reassess your strengths and areas for improvement to determine if you should add, delete, or revise goals.

Objectives

These objectives may help you with your overall evaluation and goal setting process. Use them as a benchmark, but feel free to expand upon them or use other resources.

Time Management

• Demonstrate effective time management skills to organize personal and professional activities/tasks.
• Use technologic (e.g. PDA) or non-technologic (e.g. daily planner) tools in order to track appointments, maintain contacts, and organize tasks.
• Demonstrate ability to prioritize and strategize.
• Avoid distractions to stay on task.
• Delegate appropriately.
• Uses project management software or similar tools to organize and plan large/long-range projects.
• Develop and maintain a system to organize work environment and materials [e.g., filing (electronic or otherwise)].
• Recognize when your "plate is full" and demonstrate an ability to say "no" or "later."

Stress Management

• Seek and utilize strategies to minimize personal stress and burn-out potential.
• Develop and maintain a collegial or mentoring relationship in order to discuss issues or "vent."
• Utilize quiet or personal time, meditation, or relaxation periods to restore personal energy and refocus.
• Seek help when overwhelmed by tasks or overwhelmed emotionally.
• Develop personal coping skills.
• Facilitate the implementation of stress reduction activities/programs for subordinates.

Maintaining a Healthy and Balanced Lifestyle

• Seek and nourish healthy relationships with others at appropriate levels (personal, collegial etc.).
• Eat nutritionally balanced diet and maintain ideal body weight.
• Get appropriate rest and sleep on daily basis.
• Maintain regular physical activity patterns appropriate to your ability. Note: Try Tai Chi or Yoga, or bicycle as a method for stress reduction and improving mind-body connections.
• Attend to individual spirituality needs.
• Set appropriate boundaries with others.
• Plan for future needs and desires.
• Maintain fiscal responsibility.
• Develop and maintain a personal health promotion and disease prevention program appropriate to age, risk factors, and general health.

Reflection and Personal Growth

• Develop full personal and professional potential.
• Utilize personal reflection for identification of strengths and weaknesses.
• Seek input from others.
• Develop short range and long range goals and strategies.
• Implement strategies and periodically re-evaluate.
• Demonstrate ability to critically reflect on oneself from a holistic perspective.
• Use a variety of resources (print, audio-visual media, seminars etc.) for self-education.
• Seek mentoring relationship during developmental stages of professional development.
• Offer a mentoring relationship in later stages of your professional career.
• Provide service to the community and/or profession.

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Organizational Skills

Fact: Poor time and paper management cost you more than just time. They also cost you money, energy, freedom, credibility, career advancement, potential, respect from peers, and superiors, even business! - Carol Halsey, Author, The Busy Person's Organizing Coach

"I've got to get organized," is a common aspiration for busy people.This module introduces information to develop your organizational skills. The module includes a definition of the "total employee" and tips for working more efficiently. We hope that this module will provide tools to enhance your personal and professional development in work and volunteer settings.

Tools

Organizational skills are necessary components of the "total" employee. The total employee is an individual who possesses excellent written and oral communication skills, and who knows how to apply effective problem solving strategies, while maintaining an organized work-space. The total employee is capable of the exhibiting the following work skills: effectiveness, productivity and accuracy through efficiency and streamlining. When addressing these areas, the skills can be stratified into two distinct parts: professional and personal.

Professional:

In order to be successful at the professional level, an individual should be capable of merging the following characteristics:

• Effectiveness - Producing a strong impression or response; striking.
• Productivity - the quality of being productive or having the power to produce (yielding favorable or useful results; constructive).
• Accuracy - Precision; exactness.
• Efficiency - the act of being efficient (acting directly to produce an effect).

Personal:

At the personal level, an individual can apply the aforementioned descriptors to move their personal development forward.

Diagnosis of Disorganization

Poor organizational skills may be serving as a saboteur to an individual's professional and personal growth. To better help you understand what exactly we mean by poor organizational skills, we've listed them here:

• Desk or office cluttered with papers, files, and equipment. Poor or no filing system, or no follow-up system, and don't know where to put the papers.
• Procrastination. Don't want to, don't know how. It's either the fear of failure or simple indecision, but it only causes putting off the inevitable.
• Being reactive instead of proactive to the job or tasks at hand. It's when you wait for something to happen instead of making something happen.
• A biggie: not having "enough time" to accomplish tasks.
• Unable to identify between the urgent, the important, and the unnecessary. Unable to prioritize (triage) tasks and/or less than ideal skills in prioritizing.
• Unaware of the status of every aspect of job responsibilities at all times (or failure to know every aspect). This is a sign of lack of control.

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