xiv Chapter 3 What Makes an Eff ective Human Services Worker?. . . . . . . . . . . . 54 Communication Skills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Creating Positive Relationships . . . . . . . . . . . . . . . . . . . 58 Improving Communication Skills . . . . . . . . . . . . . . . . . 60 Decision-Making Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Problem-Solving Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Defi ning and Analyzing the Problem . . . . . . . . . . . . . . 68 Setting and Implementing Goals . . . . . . . . . . . . . . . . . . 69 Monitoring and Evaluating the Plan. . . . . . . . . . . . . . . 70 Confl ict Resolution Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Collaboration and Leadership Skills. . . . . . . . . . . . . . . . . . . . 73 Chapter 3 Review and Assessment . . . . . . . . . . . . . . . . . . . . 76 Chapter 4 On the Road to Personal and Professional Success. . . . . . . . . . . . 80 Promote Good Personal Health Habits . . . . . . . . . . . . . . . . . 82 Maintain a Neat Appearance . . . . . . . . . . . . . . . . . . . . . 83 Achieve and Sustain a Healthy Weight. . . . . . . . . . . . . 84 Get Enough Sleep. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Avoid Health Hazards. . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Demonstrate Characteristics of Maturity. . . . . . . . . . . . . . . . 87 Be Dependable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Be Responsible . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Be Respectful. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Be Ethical. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Have a Positive Attitude . . . . . . . . . . . . . . . . . . . . . . . . . 94 Keep Life in Balance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Find a Work-Life Balance . . . . . . . . . . . . . . . . . . . . . . . . 97 Manage Stress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Maintain Healthy Relationships . . . . . . . . . . . . . . . . . 103 Chapter 4 Review and Assessment . . . . . . . . . . . . . . . . . . . 106 Rawpixel.com/Shutterstock.com Hurst Photo/Shutterstock.com