MGT4110K SM TEXTBOOK CASE STUDY Semester 2 2011-2012

Reminder: Never keep the marked/graded original assignments, even by genuine mistake; they are the property of your instructor. You will be given automatic zero or F if you violated this instruction. Your instructor may or may not have recorded the grade/marks of your assignment when you accessed your marked/graded assignment). Case Study 4.1 Riding The Emotional Roller Coaster MGT 4110K-1 Ain (BSMS) (1027702), Atiqah (BSMS) (1024780), Fuziatul (BSMS) (1013388), Shazlenna (BSMS) (1018288)* E-mail of sender representing the group: shazlenna.fscc@gmail.com Our group case 2 of 2 Due date: 15 April 2012 Date of submission: 15 April 2012 Filename: Shazlenna-Case study 4.1 Destination e-mail MGT4110K-1: yusof@education.com Forms of submission: (i) Hardcopy at start of class on due date; and (ii) MS Word 2003 e-mail attachment by 6.00 p.m. on due date.

Question: (a) Why is this emotions management important in the job of nurses and other medical staff? In what way do medical staffs alter the emotions of their patients? ANSWER Emotions management is important because it will gives good effects to the nurses and other medical staff and also to the patients. The staff will have higher level of job satisfaction when they are able to manage their emotions very well. They will feel easy to do their job and they will do their job in a happy mood. When they are satisfied with their job, it will improve their performance and will lead them to a productive worker. Moreover, it will reduce the employee turnover, resulting in more consistent and familiar services. This behaviour can also affect their relationships with the patients. Well management of emotions can discharge positive vibes to the patients. Medical staff can alter the emotions of their patients by social awareness. A staffs social awareness can influence his or her relationship with a patient. For example, staffs who is capable of noticing a patients nonverbal or verbal cues will perceive when a patient needs more clarification, or simple comfort. The use of interpersonal communication skills such as active listening, reflective responding, and validating emotions can have a lasting impression on a vulnerable patient and may improve patient and physician collaboration, thereby improving overall care. (200 words)

(b) Stress is mentioned throughout this case study. Explain three ways these people can try to minimize high levels of stress. ANSWER Three ways to minimize high levels of stress are by removing or minimizing the stressor, changing the stress perceptions and receiving social support. To manage overload and task control stressors, one can remove or minimize the stressor by introducing the idea of standardizing shift rotations and hours worked at staff meeting. By using job sharing, this helps to balance the work load among the co-workers. Having limited and reasonable work time helps to reduce the stress among the staffs. Besides that, one can hold roundtable of the experienced staffs with the less experienced staffs. By doing so, experienced staffs can pass on tips and supports to the less experienced staffs which can help them coping with the stress. Another way that can help these people to minimize the high level of stress is to receive social support by establishing a support group among the staffs. By holding regular support group between fellow staffs, one can reduce stress by sharing problems with one that experienced the same level of stress. Besides that, holding staff meeting with the upper management can also help to reduce the level of stress by discussing issues such as patient assignments, workloads and job strain. Staffs focus on the patient and set in their mind that their priority is the patient . They should not let the negative emotions surface until they reach home. They have to learn how to pick and choose and not bring tat emotion up. As well as managing own emotions, one need to master the skill of creating positive emotions in others. One way to do this, one can approach patients emotionally by fulfilling their emotional and physical needs. Along with motions from constant exposure to trauma cases, these medics must also show respectful compassion to those who had been traumatized. (298 words)