Effective Teamwork in Healthcare

This assignment delves into the crucial topic of effective teamwork in healthcare. It examines the complexities inherent in healthcare environments and analyzes the factors that can hinder or facilitate successful collaboration among healthcare professionals. The emphasis is on understanding communication challenges within healthcare teams and exploring practical strategies to overcome these barriers, ultimately promoting improved patient safety and care quality.

Unit 23: Employability Skills
1 | P a g e

Table of Contents
Introduction................................................................................................................................................3
Task 1: Self-Appraisal Form.........................................................................................................................3
1.(AC 1.1)-................................................................................................................................................3
2. (AC 1.2)................................................................................................................................................5
2.(AC 1.3)– ..............................................................................................................................................7
To overcome the weakness the individual, the best way is to provide the training to the worker in
their lacking areas and time management. This would even helps in learning the new things and
opportunity that could overcome the weakness.....................................................................................7
4. (AC 1.4)................................................................................................................................................7
5.(AC 2.2).................................................................................................................................................8
Task 2..........................................................................................................................................................9
6. (AC 2.1)................................................................................................................................................9
Develop an appropriate strategy to overcome and resolve the problem (A.C 4.2)...........................10
7. (AC 4.1) evaluate a tool of problem solving ......................................................................................10
8. (AC 2.3)..............................................................................................................................................11
9. (AC 4.3)..............................................................................................................................................12
Task 3........................................................................................................................................................14
11. (AC 3.2)............................................................................................................................................15
12. (AC 3.3)............................................................................................................................................16
Conclusion.................................................................................................................................................17
Recommendations....................................................................................................................................17
References.................................................................................................................................................19
2 | P a g e

Introduction
The following report has been prepared by understanding the key role of communication
and personal skills in improving professional efficiency. In this regard, the objectives have been
noted and related to the overall aims of the organisations. Various tools like the SMART form
and 360 degree appraisal have been used to attain a comprehensive understanding of the work
related problems and issues.
Task 1: Self-Appraisal Form
(AC 1.1)-
Performance objective:
To look after the client to manage the adequate level of safety that assist in reducing the situation
of difficult situations.
Offering quality services to the customers for managing their experience that would help in
ensuring customer satisfaction and sales of the organisation
Allocating the roles and responsibilities to the staff and evaluating their performances with
respect to the safety of the client. This could be done through the feedback procedures.
The main performance objective is to assist the client in solving their problem and this would
also be done through effective communication and feedbacks.
Within any business organisation and the roles that are played by the professionals, it is
important to have fair amount of idea about the job duties and responsibilities that come along
with such jobs. In this regard, it is important to relate the individual personal set of goals with
the overall managerial and organisational duties and objectives. By managing the personal traits
and noting which aspects might help in the considerable performance of duties, professional
skills can be enhanced (Meuter, et al., 2015).
What would also be important in the professional aspect is to note the professional
obligations of the duties that are required to be performed. The following set of guidelines might
be effective in setting objectives for performance management and aligning the same with work
place responsibilities. As such, the following goals have been set by keeping mind Doran’s
concept of S.M.A.R.T goals.
3 | P a g e

 Specific goal: defining a specific standard to compare individual performance.
 Measurable goal: defining the measure against which the performance can be compared.
 Assignable goal: aligning personal goals with overall organisational needs.
 Realistic goal: enhancing risk taking abilities, keeping in mind the limitations.
 Timely goal: adhering to the NHS policies and project deadlines.
Key Component Objective
Specific - What is the specific
task?
Developing communication skills in order to
safeguard care plans, and improve analytical abilities
to develop better risk assessment plans.
Measurable - What are the
standards or parameters?
Self-evaluation and consultation with seniors at job
would help to measure communication abilities;
while coping with risks and controlling the same
would help in measuring risk assessment abilities
Achievable - Is the task feasible? Yes
Realistic - Are sufficient
resources available?
Yes. Online resources as well as library sources.
Also, communicating with others is a practical way
to gain knowledge.
Time-Bound - What are the start
and end dates?
Communication skills: Throughout the professional
career
Analytical Abilities: Throughout the professional
career
4 | P a g e

Roles and responsibilities
 Proper communication with the different stakeholders in order to identify their needs and
wants so that their interest can be achieved in the proper way.
 Identify different risk associated with the internal and external environment so that they
can be taken into consideration to solve the different problems.
 Managing proper relationship with the employees to motivate them in order to work in
the effective and efficient manner.
2. (AC 1.2)
Continuous evaluation of personal performance can be achieved by noting the 360 degree
appraisal form. The organisation can consider a self-evaluative individual as an important asset
to the company. Such evaluations would be crucial in maintaining continuous improvement
throughout the association with the organisation.
Employee Name: __Joe Satrapi_______________________________________
Relation to Employee: HR manager_____________________________________________
Time Spent Every Day
A few
times a
week
A few
times a
month
Every
few
months
NA
(Never)
Your interaction with
employee
√
Quality of Work Strongly
Agree
Strongly Not
5 | P a g e

Agree Disagree Disagree Applicable
Sets high standards for
quality of work output
√
Ensures work is error-free
before submitting
√
Helps others improve the
quality of their work
√
Verbal and Non-verbal
Communication
Strongly
Agree Agree Disagree
Strongly
Disagree
Not
Applicable
Communicates well orally
and in written-form
√
Displays good listening
skills
√
Shares information freely
with others
√
Teamwork
Strongly
Agree Agree Disagree
Strongly
Disagree
Not
Applicable
Contributes positively to
team
√
Helps define team roles to
maximize output
√
Can be counted on to
complete tasks correctly
√
6 | P a g e

Personal Qualifications
and Leadership
Strongly
Agree Agree Disagree
Strongly
Disagree
Not
Applicable
Developing care plans
individually
√
Is friendly and easy to work
with
√
Adapts well to change √
Risk assessment abilities √
Strengths:
Interpersonal and communication skills
Working excellently in change management
Team work
Weaknesses:
Can’t resist the change easily at workplace
Lacks in providing the complete safety to the client
Time management
Time management at workplace could be done by prioritising the entire schedule. This would
helps in allocating the time to most important work in priority to the least important work in the
schedule of the individual.
It is the major role of the Human resource manager to train and develop the other
members of the organisation by organising the different training and development programs as
well as maintain the good relationship with the team so that all the members of the team work in
the effective and efficient manner. In order to proper manage the human resource department,
recruitment and selection should be done in the effective way, so that company have the right
people at the right post. If all the activities ate done in the proper way, that indicates that my
performance is effective and according to the objective.
7 | P a g e

(AC 1.3)–
To overcome the weakness the individual, the best way is to provide the training to the worker in
their lacking areas and time management. This would even helps in learning the new
things and opportunity that could overcome the weakness.
Self-evaluation techniques can be used to note the areas of personal strengths and
weaknesses. Since, care planning has been found to be a strong point, it would be beneficial to
not be complacent and look for areas for improvements. Simultaneously, since risk assessment
and safeguarding are two issues that should be developed increasing the communication skills in
and developing analytical abilities would be necessary (Johansson, et al., 2017). Noting the
above evaluation report, more work needs to be done to facilitate and engage in social service
discussions in order to inform others about ways to safeguard the planning strategies(Bates,
2016).
Also, since risk assessment has been found to be satisfactory, it would be crucial to
gather more knowledge in this aspect in order to enhance the analytical skills. What should be
noted is that knowledge is an evolutionary aspect and hence, it would be necessary to
continuously learn and contribute to the entire field.
Enhance communication skills: In order to increase communication skills. I need to focus on
the listening power, where better listening power will help me to transform the information to
the other in the better ways.
Effective leadership: to become the good leader in the organisation, I need to be the good
coordinator. Where I need to coordinate with the different departments of the company so that
overlapping and duplication of efforts and resources will be reduced.
4. (AC 1.4)
Motivational techniques can be used to improve performance on the jobs. Some of the
most significant and hugely effective motivational techniques have been propounded by Maslow
who had categorised the psychological needs of the employees to improve job
satisfaction(Alhyas, et al., 2013).The most basic are food and shelter, with the mid-level needs
being social security and family safety, with the highest needs being self-actualisation. On a
personal level, job satisfaction can be understood based on Herzberg’s two factor theory that
8 | P a g e

define certain hygiene factors like salary, job security and others which improve job satisfaction
among employees enhancing job performance, while others like the lack of such salary
incentives or assurance of job security can induce dissatisfaction among employees.
Constructive challenges at workplace have been noted to drive motivation as well (Kim, et al.,
2015).
Individual can be kept motivated at workplace by providing attractive incentives. Incentives can
be financial or non financial. Financial incentive includes cash, bonuses and many more and non
financial incentives increasing the morale of the employees, participation in decision making and
leave compensation etc.
It will help the organisation to recognise achievement, it will help them to improve the
quality performance. As the human resource manager, I should recognise personnel achievement
in the organisation. In order to this purpose, manager can print certificates of employees and post
at the company's notice board. With that I need to create the positive environment which will
helps to motivate the employees in the organisation. In this aspect, top management and
authority should create supportive environment at workplace where every individual can discuss
their queries and issue to their upper level authority
5.(AC 2.2)
Communication is one of the most crucial aspects of the organisational success. More so
within the health and social service institutions as gaps in communication chain can be risky for
the patient or can even cost lives(Micu and Garden, 2015). The effective ways of communication
are through proper channels. Maintaining a professional outlook while communicating has been
effective. However, since health and social service frequently works under emergency situations,
professional ways of communication at such times can prove to be costly. At these times,
maintaining an emergency communication outlet might be helpful.
Individual at workplace should adopt the most suitable communication type. In the given
scenario, verbal communication is suitable with the client as my role is of care assistant. The
9 | P a g e

verbal communication refers to the communication that involves personal feeling and care of the
individual who is performing his job and with this client also recovers quickly.
Table 1: Self-Appraisal Form
Name: Joe Satrapi
Job Title: Care Assistant
Organisation: National Health Service
Date at Work: 03.01.2017
Time: 12:07 p.m.
Column A
Key
Responsibilities
at work and
Performance
objective at
work
Column B
Evaluate your
own
effectiveness
against your
objectives
Column C
Make
recommendations
for your own
improvement.
Column D
Effective
motivational
techniques you
use at work
Column E
Communication
skills needed at
work
1. Care
Planning
Strong Basic
understanding of
the policies and
strategies
Personal needs
and job
satisfaction
Interpersonal
communication
through writing
and speaking
2. Safeguarding Satisfactory Improvement
needed in
enhancing
communication
skills
Stressing on
personal needs
Listening,
interpreting and
communicating
3. Risk
Assessment
Satisfactory Improvement
needed in
analytical
abilities
Dealing with
more
challenges at
the workplace
to cope with
risks
Gaining hands-
on experience
and motivating
others to do so.
10 | P a g e

Verbal communication: In this respect, the exchanged of information through oral or written
words. The top management of venture is used verbal style of communication in which top level
management and departmental manager transfers their message and information in notice,
emails, speeches, team meetings etc.
Non verbal communication: it is exchange of information through without using any spoken in
written word. Manger can observe employees performace by their body language, gestures, and
their appearances.
Task 2
6. (AC 2.1)
Challenges at workplaces are inevitable. One of the most effective ways to overcome
such challenges is to note the same as a learning experience and think about innovative ways to
find solutions. One example that was faced while working was managing too many emergency
cases over the past one year(Weller, et al., 2014). Work load and the related stress have been
noted as some of the biggest impediments in the healthcare sector. The solution to the aspect can
be noted in working effectively within an amiable and mutually supportive environment. The
11 | P a g e

strategy that has been used in this regard is to plan a proper communication chain by focussing
on the emergency and built specifically to address the work load issues(Cherry and Jacob, 2015).
Moreover, the biggest challenge has also been to cope with the high turnover rates among
employees working at healthcare sector. The same incident was noted in NHS when due to the
lack of employees the challenge to serve people was immense. The lack of employees would
obviously lead to improper provision for services that would lead to aggressiveness among
patient parties. In this regard the solution was to take note of the opportunities that can be
provided to the employees such that the turnover rate can be reducedand also, patients can have
served appropriately (Aggarwal, 2013).
Develop an appropriate strategy to overcome and resolve the problem (A.C 4.2)
The strategy that was employed in understanding the needs of the communication within
the organisation was to facilitate better cooperation among individuals. The problem was noted
in terms of the communication during emergency hours. It was noted that at the root of the
problem was assumptions that sought to influence co-workers about one another. In case of
emergencies, these assumptions often gave rise to conflicts and confusion which aggravated the
situation. In this context, the communication plan developed had to be considered and followed
much prior to such emergency situations. Regular sessions were held in where understanding of
individual values was motivated and understood.
The problem of low turnover rates was noted in terms of job satisfaction. If employees
are not happy to work even in professions with high salaries, they are bound to resign or leave
their jobs. To address the problems, frequent discussions were held to understand the problems
of the employees and trying to accommodate their interests such that they are motivated at their
specific roles and duties.
7. (AC 4.1) evaluate a tool of problem solving
Check sheet- It is an organized and prepared form for gathering and analysing data. It is a tool that can
be adapted for a wide variety of purpose. Through this tool manager can check individual performance.
Proper Feedback option- Manager can gather the appropriate solution by employees. In order to made
this member can share their thoughts and views related to actual problem. Manager have collectively
addressed each individual suggestion related to the problem and select most effective solution over
them.
12 | P a g e

For solving the problem, the Root Cause analysis includes five steps:
Define the problem: It includes happening and particular symptoms.
Collect data: problem existence proof, duration and impact of the problem
Possible casual factors: sequence of events, conditions of the main problem and other problems
Identify the root cause: is casual factor exist, justification for the same
Suggestion and execute solutions: prevention of problem, solution to be implemented,
responsibility and risk
There are certain tools and methods which the team needs to develop in order to overcome
and provide solutions to certain problems. These methods are as following:
 The right problems should be selected which require solution. There are many problems
which are faced by the workers but not all problems are required to be solved. There are
some problems which can be overlooked where as others require attention.
 The problems which have identified needs to be defined(Chen, 2011). The problems need
to be combined for solving them. The problems should be defined as an opportunity as it
provides an opportunity to frame the problem and as to why it is necessary to solve it.
 The analysis of the problem is a process where the facts are discovered. One of the most
important aspects of analysing the problems involves the participation of the right people.
 The previous step will lead to several possibilities for solving the problems thereby
realizing the opportunities(Eskin, 2012).
 The development of a tool of power of positive thinking will help to focus on the
opportunities.
13 | P a g e

 The best solution should be selected which is relevant to the problem and should be
further implemented.
8. (AC 2.3)
Time management strategies are important for any roles and professions. Particularly in the
health care services and organisations, it becomes the main aspect of the service. The most
important and relevant time management strategies that have been utilised are:
 Categorising works based on priorities and urgency values. Since, the profession is also
highly academic and research based, allocation of time would also be needed for such
purposes alongside the actual work and clinical activities that need to be done.
 Defining specific goals would help in categorising the work on priority basis. Gantt
charts are excellent tools for the same purpose.
 Management of the tremendous amount of work is also important in order to stick to the
project dead line and noting the works that need are high in the priority scale.
9. (AC 4.3)
As per the discussion made above, the strategy which have been selected by the human
resource manager helps him to solve the problem in the effective way. The process has positive
impact over the organisation. With that manager can enhance his communication and
observation skills as well as helps him to analyse all the alternative in the proper manner.
When the various strategies of business are implemented then it is expected to have a
suitable impact on the business. This impact can stress the factor of lack of knowledge which
results in insufficient experiences that is related to the strategic planning. The strategic planning
is extremely costly both in terms of time and budget(Wrench, 2013).
The impact of this strategy on the organization is the increase in the cost of the
operations leading to disruption in budget requirements. NHS may not be ready in terms of the
structure and the requirements to put their efforts to formulated strategic planning. The impact
on the organisationcan be determined as the failure of business with the adoption of new
concepts and a considerable amount of risk is associated with the current strategic changes. The
14 | P a g e

solving of problems might lead to altering the capabilities and the competencies thereby learning
of new skills and knowledge to take up new roles.
6. Solutions to problems and
strategies for solving
problems
7. Evaluate tools and
methods for developing
solutions
8. Time Management
strategies
1. Developing aconstructive
challenging environment
2. Increasing job-satisfaction
3. Improving emergency
communication
4. Trying to reduce the work
load and increase the
challenges
Strategies used to solve
problems
1. Developing an
emergency
communication
system.
2. Understanding problems
of employees
1. Finding out the right
problems that need to be
solved.
2. Defining of the problems
3. Analysing the problem.
4. Development of
possibilities.
1. Categorising the works
2. Defining specific goals
3. Managing the work
volumes
9. Evaluate the impact of implementing
strategies on the business.
1. The strategies can be extremely costly to
be adopted by NHS.
2. NHS may not be ready to adopt the
strategies.
3. Fear of the failure of the business.
4. The acquiring of new capabilities and
competencies may be dreadful.
15 | P a g e

16 | P a g e

Task 3
10. Team roles Your observations
(AC 3.1)
11. Team dynamics
(AC 3.2)
12. Suggestions (AC
3.3)
The senior
consultants- specialist
doctors who see
patients at specific
times.
The patients were
checked at time in the
day. The needs of the
customers are met by
providing quality
treatment
Understanding of the
team is one of the
most important
aspects of team
dynamics.
The connection
between the strategies
of the organization
and the goals should
be identified.
Effective
communication will
help in achieving the
target quickly and
efficiently. Proper
coordination helps in
meeting the
deadlines.
Registrars are the
senior doctors who
supervise and guide
the interns, the
students and the
residents.
Interns were very
well guided and
assisted by the
registrars. The interns
actively participated
in the functioning of
the hospital. The
needs of the interns
are met as they
acquire sufficient
experience of medical
practices.
The problems are
required to be tackled
quickly.
There should not be
too many goals and
the goals should be
outlined in such a
manner which makes
it easy to achieve it.
Respecting within the
team will improve
team working and
will reduce the
conflicts and issues
arising with the team.
The major advantage
is that proper chain of
authority and
command will flow in
team.
The residents look
after the patients on
the ward and are
provided training for
specialization.
With the help of the
provision of training,
the patients were
provided with better
facilities like medical
check-up after every
two hours.
The provision of
feedback at regular
intervals involves the
elimination of errors
and mistakes.
The assigning of
different roles to each
member leads to
perfection and errors
are reduced.
The nurses help in the
provision of basic
medical care under
The nurses in the
absence of the doctor
take the responsibility
Attention should be
paid to the various
elements of work.
All the barriers
against the fulfilling
of the tasks should be
17 | P a g e

the guidance of a
senior nurse.
of attending the
patients and
providing them with
the necessary
treatment.
identified and
eliminated in the very
beginning.
Conducting the
schedule meeting will
help to know how
much work is
completed and how
much further time is
required. This would
also assure whether
the job would be
finished at the pre
determined schedules.
The clinical assistants
take care of the ward
housekeeping.
It was observed that
the clinical assistants
took the entire
responsibility of the
housekeeping of
separate ward. Each
assistant was
assigned with
separate wards.
Communication with
the members helps to
fulfil the goals
effectively.
Coordinating with the
members of team
helps to increase
dependency on each
other and leads to
better results.
11. (AC 3.2)
Team dynamics is the behavioural relationship between the members of group and the
group leader which are connected with the organisation. Dynamics are always affected by the
different roles and responsibilities which have direct relationship with the company's
profitability and productivity. All the human resource of the organisation should coordinate in
the proper way so that they can fulfil all their roles and responsibilities in order to achieve high
productivity and profitability.
Team dynamics can be a very important part of the working life. It has an enormous
impact on the profitability of the organization and determines whether people enjoy their work
or not. It helps in retaining the staffs and leads to the overall performance of the team and the
individual(Moir, et al., 2011).
18 | P a g e

It builds the reputation of the National Health Service. There are certain critical factors
which brings the dividends to the performance of the team. With respect to the task-relationship
balance it is extremely important for the team members to learn and understand the importance
of maintaining the balance for sustaining the performance of the team. It is important for the
team to understand the qualities of each of its members. The potential of the team needs to
beanalysedto diagnose the challenges, the strengths and the weaknesses of the team(Parker,
2011).
With respect to the team dynamics of NHS, there are certain points which should have
been undertaken to bring out better results. First and foremost, it is important for NHS to
understand and know the team well. As a leader of the group, it is necessary to guide the
development of the group(Huber, 2014). While working in a team, everyone has separate
opinion. It is here where the employees might encounter difficulties. One employee may be over
enthusiastic about certain issue where as others might not. Difference of opinion is the main
cause behind the rise of difficulty.
At NHS, there was certain nurse who adopted a behaviour that was affecting the
performance of the group. As a leader, it was important to act quickly and further challenge it.
This would have led to better performance of the group. The leader is supposed to provide
feedback at regular interval so that it the members of the team can act upon it and rectify the
necessary areas(Hawkins, 2014).
It was the duty of the team leader to assign separate roles and responsibilities to each of
the members so that the roles were performed with utmost effectiveness and sincerity(Bach and
Ellis, 2015). Allocation of separate responsibilities always leads to better performance. One of
the most important aspects of team dynamics is the suitable communication with the team. Open
communication is central to a good team dynamics(Kritek and Hickey, 2011).
With respect to NHS, communication is extremely important to carry out the different
functions of the hospital with smoothly without any misunderstanding. It was observed that if the
19 | P a g e

above-mentioned aspects were carefully undertaken as a leader then the goals of the team would
have been achieved more effectively(West, 2012).
12. (AC 3.3)
Every member of the team have proper communication with each other and they should
share all the ideas and problems with the team leader so that all the problems can be solved at the
same time.
All the team member are responsible to work in co-ordinate way. He or she should adopt
such strategies which help him to connect all the members with each other.
There are certain suggestions which need to be provided in order to achieve the team goals
effectively. These suggestions are as following:
 It is mandatory to understand the connection between the strategies of the organization
and the work. Once the connection has been identified it needs to be linked with the
impact of the job to the success of the organization(Hoskisson, et al., 2012).
 It is necessary to understand as to how the goals fit into the organization. The
understanding of the contribution of the team in achieving the goals is important.
 Goals should be set in such a manner which makes a difference to the organization. Too
many goals should not be outlined. A limited number of goals should be present which
could be easily achieved.
 The roles and the responsibilities of each of the team member should be assigned
separately and each member is responsible for the task that has been assigned to him.
 It is necessary to maintain harmony between the employees. The staffs are required to
work collectively keeping aside the egoistic behaviour. When there is a difference of
opinion the employees should adjust, and come to a collective decision(Alayoğlu, et al.,
2016).
 When the employees are faced with difficulties in their work, it is necessary to hold
meetings once a week to address the problems faced by the employees. This enables the
smooth functioning of the roles.
20 | P a g e

Conclusion
With the above information, it can be concluded that the first portion of the study
provides us with a self-appraisal form where the responsibilities and the objectives of the
performance has been outlined. The second portion provides recommendations for the
improvement of the problems that are encountered in the process. In the last and the third portion
of the study the team dynamics and the various team roles has been stressed and certain
suggestions also has been provided.
Recommendations
 Development of a plan to understand the needs of improvements
 Stress on enhancing the interpersonal skills.
 Understanding team dynamics and aligning team goals.
21 | P a g e

References
Aggarwal, C. e., 2013. Managing and mining sensor data. .. s.l.:Springer Science and Business
Media.
Alayoğlu, N., Dincer, H. and Hacioglu, U., 2016. Global Business Strategies in Crisis: Strategic
Thinking and Development. s.l.:Springer.
Alhyas, L., Nielsen, J., Dawoud, D. and Majeed, A., 2013. Factors affecting the motivation of
healthcare professionals providing care to Emiratis with type 2 diabetes. JRSM short reports,
4(2), p. 14.
Bach, S. and Ellis, P., 2015. Leadership, Management and Team Working in Nursing.
s.l.:Learning Matters.
Bates, B., 2016. Health communication and mass media: an integrated approach to policy and
practice. s.l.:Routledge.
Chen, J., 2011. Twenty Problem Solving Skills. s.l.:CreateSpace Independent Publishing
Platform.
Cherry, B. and Jacob, S., 2015. Contemporary nursing: Issues, trends, and management. Elsevier
Health Sciences.
Eskin, M., 2012. Problem Solving Therapy in the Clinical Practice. s.l.:Newnes.
Hawkins, P., 2014. Leadership Team Coaching: Developing Collective Transformational
Leadership. s.l.:Kogan Page Publishers.
Hoskisson, R., Ireland, D. and Hitt, M., 2012. Strategic Management: Concepts and Cases:
Competitiveness and Globalization. s.l.:Cengage Learning.
Huber, D., 2014. Leadership and Nursing Care Management. s.l.:Elsevier Health Sciences.
Johansson, A., Lindberg, I. and Söderberg, S., 2017. Healthcare personnel’s experiences using
video consultation in primary healthcare in rural areas. Primary Health Care Research and
Development, 18(1), pp. 73-83.
22 | P a g e