Affective Behavior and Use the Function of Attitude - Essay Example

The patient may have his or her own explanation for not accepting the hospital charges. The role of the MA is to resolve the issue without hurting the patient’s feeling. The role of the MA Attitude has three components. The three components are; affective, behavioural, and cognitive (McLeod, 2009). Affective component deals with feeling, behavioural component deals with the behaviour, and cognitive component deals with belief and knowledge. The MA needs to realize that he or she will face the patient’s three attitude components.

At the same time, the MA has his or her own three attitude components. The role of the MA is to provide the privilege to patient’s attitude components. The MA needs to remember attitude can express both positive and negative views over an event. The event, in this case, is past due to hospital charges. The MA needs to remember that people can also be conflicted or ambivalent (McLeod, 2009) toward an object. The object, in this case, is the call itself. Answers to the questions Q1. In which of the steps does the MA demonstrate professionalism?

Answer 1: The MA demonstrates professionalism at stages 2b, 2e, and 3. At stage 2 b, the MA will face all three above-described attitude components. The MA in no way should mention to the patient about avoiding the payment. At the stage 2e, MA should express that the hospital understands a patient’s current inability in making a payment, but it will help the hospital to know when the patient can make the payment. At stage 3 MA should be extremely professional in leaving the message so the patient returns the call. Q 2. In which of the steps does the MA demonstrate sensitivity to this situation?

Answer: The MA demonstrates sensitivity to the situation at stage 2b. This is a make or break point for further discussion. Depending on the approach, the MA will face either a positive or negative attitude of the patient towards the issue. Q3. If the patient gets really angry about this call, and yells and gets rude, how would you demonstrate professionalism and sensitivity? Write some things you could say in this situation that would be professional and sensitive? Answer: This is when the patient will use the function of attitude.

Attitude has four (McLeod, 2009) functional areas; knowledge, ego-expressive, adaptive, and ego-defensive. The patient will show the ego-defensive function of attitude. The MA needs to apply knowledge and self-expressive functions of attitude. The MA should allow the patient to release the steam. Then politely explain that purpose of the call in no way to offend the patient’s feeling. The MA may bring some other entertaining subject to discuss with the patient for a minute or two. At the end politely begin the unpaid bill issue again, and explain hospitals employees’ source of income is patients payments.

The patient received a service and making payment for that service, just like the patient is paying for other services. If the patient did not get the required or expected service, the patient should address this issue to the hospital. The hospital will revalue the bill if in case the patient is right.