Komunikasi.ppt 2003.ppt

Effective Communication Skills

Bambang SuhariyantoLab/SMF.Ilmu Kesehatan Kulit & Kelamin

FKUJ/ RSD.Dr. Soebandi Jember

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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.

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• 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;

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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.

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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.

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Context of Communication

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

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INTRAPERSONAL COMMUNICATION

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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.

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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

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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.

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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.

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INTERPERSONAL COMMUNICATION

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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.

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4 Basic Communication Tools

1. Listening–The most communication skill that

must be developed

2. Speaking3. Reading4. Writing

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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.

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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 .

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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

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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”

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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?”

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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%)

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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

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Speaking Skills : VALUE tips

• Verify what is being said

• Acknowledge feelings

• Listen “actively”

• Use simple language

• Eliminate negative, judgmental words

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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

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NONVERBAL COMMUNICATION (2)

• Unspoken• More difficult to interpret than verbal

messages• Body language• Often neglected during interpersonal

communication• Written Communication powerful & lasting

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NONVERBAL COMMUNICATION (3)

• 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

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NONVERBAL COMMUNICATION (4)

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

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Communicate TO or

Communicate WITH ?

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7 Elements of Communication

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

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1.SENDER

5.RECEIVER

3.MESSAGE

6.CONTEXT

7.RELATIONSHIP

2.Fo

rmul

ating

4.

Interpreting

Seven Elements of Communication

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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

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Improving Communication Skills in Clinical Practice Through Simulation Training

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

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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.

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Thank You

TERIMA KASIHThank You