Soft Skills

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Course Objectives

Clarify what soft skills are

Build practical soft skills to use in the phlebotomy setting

Discover and problem-solve barriers in developing soft skills

Course Content

Course Creator: Nichelle Volker RMA

Total CE Hours: 1 Credit Hour

Pace Course #: 586-2114-24

Key Terms:

• Active listening

• Compassion

• Conflict resolution

• Critical thinking

• Empathy

• Hard skills

• Non-verbal communication

• Resourcefulness

• Self-awareness

• Soft skills

• Work ethic

Outline:

Soft Skills in phlebotomy
- Definition
- Uses
  - Management
  - Co-workers
  - Patients
- Hard Skills
How to develop soft skills
- Self-awareness
- Creating new habits
  - Seek feedback
  - Observe others
  - Training and workshops
- Patience
- Determination
Barriers in Developing Soft Skills
- Common Barriers
  - Lack of self awareness
  - Lack of feedback from leadership
  - Cultural diﬀerences
  - Lack of training opportunities
  - Fear of failure or judgement
  - Lack of time
  - Resistance to change
  - Personality traits
Key soft skills for phlebotomists
- Good communication
- Empathy and compassion
- Patience
- Attention to detail• Time management
- Problem-solving skills
- Teamwork and collaboration
- Stress management
- Flexibility
- Strong work ethic

References:

1. Kenton, W. (2024, August 26). What are soft skills? definition, importance, and examples. Investopedia. Retrieved October 21, 2024, from https://www.investopedia.com/terms/s/soft-skills.asp

2. Connett, W. (2024, September 24). Hard skills: definition, examples, and comparison with soft skills. Investopedia. Retrieved October 21, 2024, from https://www.investopedia.com/terms/h/hard-skills.asp

3. Effective communication strategies for phlebotomy process in clinical lab settings — Improve medical. (2024, June 30). Improve Medical. Retrieved October 22, 2024, from https://www.improve-medical.net/resources-articles/Effective-Communication-Strategies-for-Phlebotomy-Process-in-Clinical-Lab-Settings

4. (2022). A Fundamental Guide To Phlebotomy. NHCO – National Healthcare Certification Organization.

5. 6 Best Practices for Overcoming Language Barriers in Healthcare. (2024, September 6). Quality Interactions. Retrieved October 29, 2024, from https://www.qualityinteractions.com/blog/6-best-practices-for-overcoming-language-barriers-in-healthcare

6. Gonzalez, A. (2024, March 4). 10 essential skills every phlebotomy technician should have. K&G Career Academy. Retrieved October 29, 2024, from https://www.kgcareeracademy.com/post/10-essential-skills-every-phlebotomy-technician-should-have#viewer-16s17835

7. Pantelakis, A. (2023, December 4). What is work ethic and why is it important for success? Recruiting Resources: How to Recruit and Hire Better. Retrieved October 30, 2024, from https://resources.workable.com/hr-terms/what-is-work-ethic#:~:text=Work%20ethic%20is%20a%20set,quality%2C%20discipline%2C%20and%20teamwork.

8. Mastering the Art of Phlebotomy: Top 10 Soft Skills for Success LAlliedRX Institute of Healthcare. (n.d.). Retrieved October 30, 2024, from https://www.alliedrxtraining.com/blog/mastering-the-art-of-phlebotomy-top-10-soft-skills-for-success#:~:text=Problem%2DSolving%20and%20Critical%20Thinking,in%20the%20competitive%20healthcare%20field.

9. SAMHSA. (n.d.). Tips for Healthcare Professionals: Coping with Stress and Compassion Fatigue. Retrieved October 30, 2024, from https://store.samhsa.gov/sites/default/files/PEP20-01-01-016_508.pdf

*Dictionary.com | Meanings & Definitions of English Words. (2024). In Dictionary.com. https://www.dictionary.com/

**Merriam-Webster. (n.d.). Dictionary by Merriam-Webster. In Merriam-Webster. https://www.merriam-webster.com/