komunikasi.ppt 2003.ppt

Effective Communication Skills

Bambang SuhariyantoLab/SMF.Ilmu Kesehatan Kulit & Kelamin

FKUJ/ RSD.Dr. Soebandi Jember

PRADIK DOKTER MUDA FKUJ

Cleverness Based - Medicine

The Good Physician treats the disease;

The Greatest Physician treats patient who has the disease.

Introduction (1)

• There is convincing evidence that it is not always done well in the health service.


• Communication looks easy when it is done well.

• It requires empathy, an ability to listen and respond, and it requires time.

Introduction (2)

Effective Communication :•Patients' problems are identified more accurately;•Patients are more satisfied and can better understand their problems;•Patients are more likely to comply with treatment or lifestyle advice;•Patients' distress and the vulnerability to anxiety and depression are lessened;


Introduction (3)

Effective Communication :•The overall quality of care is improved by ensuring that patients' views are taken into account;•Fewer clinical errors are made;•Patients are less likely to complain;•There is a reduced likelihood of doctors being sued.


Definition of Communication

• Communication can be defined in many ways.• In simple :

– Informed transmitted– A verbal or non-verbal message– A process by which information is exchanged

between individuals through a common system of symbols, signs, or behavior.


Context of Communication

• Intrapersonal communication• Interpersonal communication• Group communication• Public communication• Organizational communication (hierarchy)• Mass communication


INTRAPERSONAL COMMUNICATION


Intrapersonal Communication (1)

• In order to successfully communicate with others you must first learn to communicate with yourself.

• Intrapersonal communication is the most basic level of communication.

• You must understand who you are and what you think of yourself.


Intrapersonal Communication (2)• Self-talk is the inner speech that includes the

questions and comments you make to yourself. It is a powerful influence. You use it when you:– Think things through– Interpret events– Interpret messages of others– Respond to your own experiences– Respond to your interactions with others


Intrapersonal Communication (3)

• Positive self talk increases focus, concentration and performance.– If you believe you cannot do something,

your brain will tell your body and it will shut down.

– When you stay encouraged and positive, your body will also respond in a positive way.


Factors that influence personal perception & communication

• Values – reflect your priorities and what you think is important.• Beliefs – what one believes to be true that often helps you decide what

to accept or reject• Culture – family, community, or organizations to which you belong• Bias – consistent attitude, viewpoint or pattern of perception.• Prejudice – preconceived judgment (to pre-judge on opinion rather than

facts)• Attitudes – powerful influences that can be positive or negative.• Expectations – basing a judgment on what is expected rather than what

actually happened.• Knowledge – what you know influences how your organize & interpret

information.


INTERPERSONAL COMMUNICATION


Interpersonal Communication (2)• The main elements :

– Sender : The Doctor / Physician– Receiver : The Patients– Message : Information

• Medium– Direct medium (face to face interaction)– Indirect medium (computer-mediated

communication)• Successful interpersonal communication :

– Sender and Receivers will interpret and understand the messages being sent on a level of understood meanings and implications.


4 Basic Communication Tools

1. Listening–The most communication skill that

must be developed

2. Speaking3. Reading4. Writing


1. Listening Skills

Patient don’t care how much you know, but they know how much you

care ….. by the way you listen.”

Listening Skills

• Listening is really where all good communication begins.

• Most of us are born with good hearing, but not good listening skills.

• Listening must be learned.• Misunderstanding what patient is saying is one

of the biggest obstacles to communication.


Listening Skills : Barriers

• Doctors can think faster than a patient can talk, and jump to conclusions;

• Doctors are easily distracted and allow their minds to wander;

• Doctors lose patience;• Doctors overact to what’s said & respond

emotionally;• Doctors often make interruptions .


Listening Skills : Improvement (1)

• Be aware about your self!!!• Be patient for the entire message• Be aware of speech cues

– who, what, where, when, why, how

• Listen for ideas, not just facts


Listening Skills : Improvement (2)• Verify :

– “So, you are saying that ….”– “If I understand correctly, you said ….”

• Question :– “What do you mean when you say ….”

• Acknowledge :– Look at the speaker and nod– Occasionally say, “hmmm” or “oh right”


Listening Skills : Improvement (3)• Silence :

– Give your undivided attention to the patient– Give some non-verbal cues that you are hearing,

• Nodding your head• Smiling• Opening or closing your eyes

– Remember : • Patients first need is simply to share their feelings and to

have someone listen• Encourage :

– “Tell me more”– “Would you like to talk about it?”


Listening Skills : Tips

• 3 tips to help you increase your ability to listen in 50% :–Look at the patient (benefit = 15%)–Ask questions (benefit = 15%)–Take notes (benefit = 20%)


2. Speaking Skills

What to say &

How to say it

Speaking Skills

• Goals :– Get more information– Verify message– Clarify understand– List the alternatives of problem solution

• Type :– Open-ended questions– Close-ended questions– One-point solution questions


Speaking Skills : VALUE tips

• Verify what is being said

• Acknowledge feelings

• Listen “actively”

• Use simple language

• Eliminate negative, judgmental words


NONVERBAL COMMUNICATION (1)

• To create impressions– Perceptions of competence and character

• To manage interactions– Signaling turn-leave taking conversations

• To express emotion• To send relational message

– Convey affection, power, respect, dominance



• Unspoken• More difficult to interpret than verbal

messages• Body language• Often neglected during interpersonal

communication• Written Communication powerful & lasting



• Body language :– It is estimated that over 75% of the messages we

deliver are communicated non-verbally.– Include : facial expressions, dress, and grooming

style– Simple body language :

• Frown on your face• A smile• Crossing your arms• Tapping your pen/fingers on a desk



• Space : (accepted boundries)– Public space : 12 – 25 feet– Social space : 4 – 12 feet– Personal space : 2 – 4 feet– Intimate space : 1 foot


Communicate TO or

Communicate WITH ?

7 Elements of Communication

1. SENDER2. Formulating the Message3. MESSAGE4. Interpreting the Message5. RECEIVER6. Context of Communication7. Relationship between SENDER & RECEIVER


1.SENDER

5.RECEIVER

3.MESSAGE

6.CONTEXT

7.RELATIONSHIP

2.Fo

rmul

ating

4.

Interpreting

Seven Elements of Communication


7 Elements of Communication

1. SENDER Doctor (DERMATO-VENEREOLOGIST)2. Formulating the Message3. MESSAGE Disease, Distress, Disability, Other

issues (BIO-PSYCHOSOCIAL-SPIRITUAL)4. Interpreting the Message5. RECEIVER Patient6. Context of Communication Clinical Context7. Relationship Doctor – Patient Relationship


Improving Communication Skills in Clinical Practice Through Simulation Training

http://www.fammed.wisc.edu/our-department/newsletter/winter-2007/simmersion


http://www.fammed.wisc.edu/our-department/newsletter/winter-2007/simmersion

The Goal of Effective Communication

• Patient understand the message.• Patient’s knowledge is increased.• Patient change their attitude.• Patient will have a new, healthier

learned-behavior.


Thank You

TERIMA KASIHThank You

komunikasi.ppt 2003.ppt

Documents

basic level of communication

positive self

positive way

pattern of perception

patients problems

patients views

medicinethe good physician

informed transmitteda