Domain 11.6Communication and Customer Service

Professionalism And Team Dynamics

Last updated June 16, 2026

Overview

This guide merges the concepts of personal professionalism with the interpersonal skills required for effective teamwork. These are classified as General/Professional Competencies.

1. Key Professional Attributes

Attribute Definition Exam Tip
Dependability Reliability and punctuality. Being there when scheduled.
Flexibility Adapting to change/interruptions. Handling schedule changes calmly.
Integrity Ethical adherence; honesty. Admitting errors immediately.
Empathy Feeling with the patient. Putting yourself in their shoes.
Initiative Taking action without being told. Restocking rooms voluntarily.

2. Professional Presence

Appearance & Safety

  • Shoes: Must be closed-toe and non-slip for infection control and safety.
  • Nails: Keep short/natural. Artificial/long nails harbor bacteria (Infection Control Risk).
  • Jewelry: Minimal. No dangling items (safety risk).
  • Scent: Avoid perfumes (patient allergies).

Demeanor

  • Tone: Calm, neutral, respectful.
  • Language: No jargon, no gossip.

3. Core Principles of Teamwork

A. Closed-Loop Communication

A safety technique to prevent errors.

  1. Sender: Gives instruction ("Give 10mg...").
  2. Receiver: Repeats it back ("Okay, giving 10mg...").
  3. Sender: Confirms ("Correct").

B. Scope of Practice

Respecting roles means knowing what you—and others—can and cannot do. Never perform tasks outside your scope.

4. Facilitating Team Engagement

  • Positive Reinforcement: Giving specific, sincere praise is the best way to build morale ("Great catch on that error!").
  • Constructive Feedback: Focus on the behavior, not the person. Be private and solution-oriented.
  • Proactive Help: Offer assistance without being asked ("Can I help you stock that room?").

Communicating with Supervisors

  • Keep them Informed: The most recommended practice for maintaining effective communication with supervisors is to keep them informed about important issues and tasks.
  • Don't wait: Do not assume "no news is good news." Proactive updates demonstrate responsibility.

Memory Aid: C.A.R.E. for Teamwork Communicate clearly, Act collaboratively, Respect everyone, Engage positively.

5. Internal Conflict Resolution

Unlike patient conflict, internal conflict follows a strict peer-to-peer, then supervisor path.

  1. Address Directly: Speak to the coworker privately and respectfully first.
  2. Chain of Command: If unresolved, escalate to the Direct Supervisor (not the physician/provider immediately).

6. Preventing Burnout

  • Set Realistic Goals: Provides a sense of control.
  • Work-Life Balance: Separate work from personal life.
  • Self-Care: Sleep, nutrition, exercise.