Maricopa Community Colleges  HCE101   19966-99999 
Official Course Description: MCCCD Approval: 06/25/96
HCE101 19966-99999 LEC 1.50 Credit(s) 1.50 Period(s)
Customer and Patient Relations
Basic interpersonal behavior principles in the health care setting. Emphasis on interpersonal behavior and mental health concepts. Examines management perspective and self-management skills . Prerequisites: None.
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MCCCD Official Course Competencies:
 
HCE101   19966-99999 Customer and Patient Relations
1. Describe characteristics of a healthy personality. (I)
2. Identify and describe human physiological, emotional, and social needs. (I)
3. Describe selected emotional reactions to stress or illness. (I)
4. Identify coping behaviors to reduce anxiety. (I)
5. Respond appropriately to verbal and nonverbal communication. (II)
6. Use effective verbal and nonverbal communication. (II)
7. Demonstrate a positive image of the health care profession. (III)
8. Define and demonstrate teamwork/conflict resolution. (IV)
9. Define the parameters of quality customer service and the attitudes, knowledge, and skills needed to create and maintain quality customer service in the health care setting (V)
10. Identify self-management skills essential to working in a quality customer service environment. (V)
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MCCCD Official Course Outline:
 
HCE101   19966-99999 Customer and Patient Relations
    I. Mental Health
        A. Characteristics of a healthy personality
        B. Basic human needs
          1. Physical
          2. Emotional
          3. Social
        C. Emotional reactions to illness
          1. Fear and anxiety
          2. Stress
          3. Anger
          4. Hostility
        D. Coping behaviors
          1. Denial
          2. Rationalization
          3. Repression
          4. Regression
      II. Communication
          A. Model
          B. Verbal and nonverbal
          C. Interactions
            1. Listening
            2. Effective and non-effective responses
            3. Ethnic/cultural factors
        III. Professional Image
            A. Appearance
            B. Demeanor
            C. Public relations
          IV. Teamwork/Conflict Resolution
              A. Definition
              B. Goal identification
              C. Reaching agreement
            V. Quality Customer Service in the Health Care Setting
                A. Management perspective
                  1. Need for customer service emphasis
                  2. Assignment of responsibility
                  3. Training and development
                  4. Customer retention
                B. Self-management skills
                  1. Self-confidence/self-esteem
                  2. Organizing work activities
                  3. Stress management
                  4. Continuous self-improvement
                  5. Job performance
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