Chapter

Professional Image and Client Perception

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Abstract

The representation that employees have to other people is their professional image. We can say that it is the image they project to people who they have contact with. This image is formed from countless variables such as: care for appearance, communication, etc. Each one of these variables contains any numbers of points to be controlled, if one wishes to have a positive image. Furthermore, the ethical behavior has been having an increasingly higher weight in the formation of an employee’s professional image. Clients are now more attentive than ever to these issues, and they value ethical employees whose main goal at work is the well-being of the client. All the variables together with these information will form a reflection that is perceived by others. Thus, it is important to become aware of this and carefully manage the image each one puts in their reflection, since having a positive perception from clients and society is decisive for a doctor’s professional success.

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Conference Paper
Purpose: This study presents the review of the innovative solutions for sustainability in human resource management. It demonstrates a discussion issue-how the development of emotional and social intelligence (E&SI) as a key competence for sustainability can reveal new opportunities for improving the achievements of human resources in health care. Answers to the problem are sought through the creation and implementation of a methodology for studying the impact of E&S intelligence as an innovative factor for enhancing the professional competence of physicians. Design/methodology/approach: The paper research design is qualitative and quantitative analysys and characterization of medical work as well as the influence of E&SI on revealing the possibilities for individual and organizational change. The assesment is viewed as part of the sustainable development of human resources. A methodological tool (questionnaire) has been developed to identify and evaluate the possibilities for enhancing the results of medical work through the development of a key competence-the emotional and social intelligence of the physicians in order to improve their individual economic, medical and social results, and hence the organization, in which they work. Findings: After conducting a social experiment in two treatment clinics in Bulgaria and carrying out 360 degree interviews with the managers (100% of the management staff of the two clinics), doctors (80% of doctors in both clinics) and patients (8% of the lying patients) presented evidence of the importance of key competences-E&SI, as an innovative factor for improving the human resources performance in the medical organizations. In order to prove the sustainability of the key factor, indicators for comparative analysis of the results from applying a methodology assessing the impact of E&SI on improving the medical doctors' integrated competence have been systematized and classified. Research/practical implications: The applicability of the proposed methodological approach and methodology was confirmed by the interviews with the target groups (in the last trimester of 2016) and the social experiment (October 2016-September 2017). The place of the research is the Pnevmotipsi Clinic in Ruse and Pleven-Bulgaria. The results are summarized and the possibilities for increasing the individual professional competencies of the medics have been demonstrated by increasing the E&SC as a key factor for the sustainability of the investigated health institutions. The paper provides evidence that the proposed key competences could be used for further research on sustainability issues of the organizations. Originality/value: For the first time, empirical evidence has been applied to measure E&SI impact on the integrated competence of doctors by conducting a "360° questionnaire evaluati-on" through an own questionnaire based on Goleman's competency model in real hospital care organizations. A complex adapted model for E&SI as an innovative factor in the sustainability management has been appraised by comparing the results by elements of the integrated competence model and the indicators of their activity for establishing organizational change in the hospitals observed.
Article
STEP [System for Testing and Evaluation of Potential] is a job analysis-based human resource management system that was specifically developed, over more than two decades of research at the Human Resources Center of The University of Chicago, for higher-level positions in business and industrial organizations. Currently in use by major American corporations, the system is time- and cost-effective since it provides a common base for the coordination of a wide variety of human resource procedures including selection, placement, the identification of training needs, promotion, and succession planning. The first chapter of the book positions the STEP system with respect to current thinking in industrial-organizational psychology, briefly describes the rationale for the two interlocking measurement subsystems on which it is based, provides an empirical definition of "potential," and identifies the higher-level population to which it can be applied. Chapters 2 and 3 give a review of job analysis procedures, describe the development of a job analysis instrument for the system, and discuss its applications for human resource management. Chapters 4 and 5 follow the same pattern of review, development, and application for a managerial and professional test battery. Chapter 6 thoroughly explores the system's reliability and validity. Chapter 7 provides very practical instructions for a wide array of human resource applications, and Chapter 8 is devoted to one of its applications, the career counseling conference. The final chapter describes how the STEP program will help human resource professionals face the challenges of the coming decades successfully. The book should be of interest to both teaching faculty and knowledgeable practitioners in industrial-organizational psychology. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
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