italk team professional etiquette

It is of the utmost importance that all employees of italk cultivate an environment that is professional, neurodivergent-friendly, and welcoming.

Language

How you talk matters - whether it is in person, online, through phone, text, or email. Keep your language professional and polite regardless of whether you are talking directly to the individual or not. italk is a professional healthcare environment - inappropriate, negative language describing our clients will not be tolerated.

Tailor the words you will use based on the client. Keep it simple or understandable. The better they understand, the less problems arise.

Empathy

Remember that we’re working with people. They’re not just numbers of sessions, or numbers on our caseload. They are not a copay or a cancellation fee. They can be reasoned with, and talked through for most conflicts - they may come off defensive at times, but we don’t have to match their tone. We’re here to model good communication, after-all.

Understanding is key - what are they saying, and what happened? Let’s first listen to discuss the next steps - which could be a difficult topic such as billing questions or more sensitive things.

Team Interactions

Our team is really close with each other, but be mindful of the setting and how the caregivers will see our interactions and language.

Be respectful of conversational volume and private information of clients - move to a private space to talk about personal or private things. Do NOT talk about clients and their information in the waiting room/reception area. Please understand that caregivers may perceive that a discussion within earshot of them may be about them - even if it isn’t. Please speak in English about clinical matters in the waiting room/reception area to avoid any misunderstandings.

Respecting Neurodivergent Differences

We’re understanding of the children a lot more than their parents - but we should understand that neural/developmental disabilities are oftentimes genetic.

Understand parents may be autistic, too - meaning they may be very straightforward and not “sugarcoat” things. Educate yourself on the appropriate terminology - here are some examples of language that is not tolerated at italk. Respect individuality across all ages.

Do NOT dismiss parents or ignore them, or hold biases. Do NOT talk about an autistic trait as harmful to society - we are not treating society, we are treating the clients.

Respecting Cultural Differences

What does it mean to be culturally sensitive? It means to emphasizes awareness and respect for cultural differences.

Do educate yourself, and listen actively. Please be aware of different values and perspectives. We want to cultivate a respectful environment. Use inclusive language, not meant to single others out (such as purposefully using a different language to not be understood by others). Be open minded.

Do NOT stereotype people & assume things about the population or client. Do NOT take things personally in regards to cultural differences, and ignore feedback.

Phone/Email Etiquette

Etiquette is important - it shows our professional tone and becomes our image - remember that we’re friendly but professional.

Mind your tone - use a softer tone overall. Go to a quiet room to hear/talk better. Keep the conversation short - if it’s long, then schedule a meeting.

Do not speak in a loud environment - the waiting room area can get loud, and people over the phone may get easily frustrated in not being able to hear you. Do not forget email etiquette - use a kind, professional tone, regardless of the client’s.

italk policies

ASHA Code of Ethics

The ASHA Code of Ethics outlines principles and rules for speech-language pathologists and audiologists to ensure high-quality, ethical practice. It emphasizes the welfare and confidentiality of clients, requires practitioners to maintain competence through lifelong learning, and mandates accurate representation of qualifications. The Code promotes collaboration, honesty, and integrity in professional relationships and requires adherence to relevant laws and regulations. Practitioners must avoid conflicts of interest, engage in truthful public statements, and report unethical practices. This framework supports ethical decision-making and upholds the dignity of the professions.

Infection Control and Safe Therapy

There is nothing more important than everyone’s health and safety! Please make sure you are actively providing a safe therapy space by disinfecting toys/tables/chairs.

If you are starting to feel unwell in the clinic, or have symptoms such as:

  • coughing, sneezing, fever, nausea, lightheadedness

  • COVID-19 specific symptoms

please utilize the free masks available in the Team Meeting room to ensure a safe environment for everyone.

Please also note that if you are unwell, follow the Non-planned Absence protocol and stay home to rest!

Client Bill of Rights

The ASHA Client Bill of Rights ensures that clients receiving speech-language pathology and audiology services are treated with dignity and respect. Clients have the right to receive competent, high-quality care that is individualized to their needs. They must be informed about their diagnosis, treatment options, and the potential risks and benefits, and they have the right to consent to or refuse treatment. Clients are entitled to confidentiality and privacy of their personal and medical information. They should receive services without discrimination and have the right to access their records and receive appropriate referrals when necessary.

Sick Days and Vacations

Please refer to the following for the appropriate protocol for:

Client Confidentiality

The ASHA Client Confidentiality guidelines require that speech-language pathologists and audiologists protect the privacy of client information. Practitioners must keep all personal, health, and treatment details confidential, disclosing information only with client consent or as mandated by law. This ensures clients' trust and upholds their right to privacy throughout the therapeutic process.

Communication Workshop

All italk employees must undergo our Communication Workshop to better understand the protocols and policies.

The ABCs of Etiquette:
Appearance
Behavior
Communication

According to some studies, most clients or co-workers complain about a healthcare professional because of their unprofessional attitude or behavior. Professional etiquettes are necessary for career progress, yet most healthcare employees lack a basic understanding of them. It is important to remember that manners are required to instill confidence in patients and foster a pleasant mindset among co-workers.

Read this article for further information.