Komunikasi.ppt 2003

8/11/2019 Komunikasi.ppt 2003

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Effective Communication Skills

Bambang SuhariyantoLab/SMF.Ilmu Kesehatan Kulit & Kelamin

FKUJ/ RSD.Dr. Soebandi Jember


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PRADIK DOKTER MUDA FKUJ

Cleverness Based - Medicine

The Good Physician treats the

disease;

The Greatest Physician treats

patient who has the disease.


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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.


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Introduction (2)

Effective Communication :

Patients' problems are identified moreaccurately;

Patients are more satisfied and can betterunderstand 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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Self-talkis the inner speech that includes thequestions 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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Positiveself 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

Valuesreflect your priorities and what you think is important.

Beliefswhat one believes to be true that often helps you decide what to

accept or reject

Culturefamily, community, or organizations to which you belong

Biasconsistent attitude, viewpoint or pattern of perception.

Prejudicepreconceived judgment (to pre-judge on opinion rather than

facts)

Attitudespowerful influences that can be positive or negative.

Expectationsbasing a judgment on what is expected rather than what

actually happened.

Knowledgewhat 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 understoodmeanings and implications.



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4 Basic Communication Tools

1. Listening

The most communication skill that

must be developed2. Speaking

3. Reading4. Writing



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1. Listening Skills

Patient dont care how much you

know, but they know how much youcare .. by the way you listen.


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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 whats 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 : Tips

3 tips to help you increase yourability 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


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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 : VALUEtips

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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Unspoken

More difficult to interpret than verbal

messages

Body language

Often neglected during interpersonal

communication

Written Communication powerful & lasting



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Body language :

It is estimated that over 75% of the messages wedeliver are communicated non-verbally.

Include : facial expressions, dress, and groomingstyle

Simple body language :

Frown on your face

A smile Crossing your arms

Tapping your pen/fingers on a desk



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Space : (accepted boundries)

Public space : 1225 feet

Social space : 412 feet

Personal space : 24 feet

Intimate space : 1 foot



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CommunicateTOor

CommunicateWITH ?


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7 Elements of Communication

1. SENDER

2. Formulating the Message

3. MESSAGE

4. Interpreting the Message

5. RECEIVER

6. Context of Communication7. Relationship between SENDER & RECEIVER



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1.

SENDER

5.

RECEIVER

3.

MESSAGE

6.

CONTEXT

7.

RELATIONSHIP

Seven Elements of

Communication



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7 Elements of Communication

1. SENDER Doctor (DERMATO-VENEREOLOGIST)

2. Formulating the Message

3. MESSAGE Disease, Distress, Disability, Other

issues (BIO-PSYCHOSOCIAL-SPIRITUAL)

4. Interpreting the Message

5. RECEIVER Patient

6. 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

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


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The Goal of Effective Communication

Patient understand the message.

Patients knowledge is increased. Patient change their attitude.

Patient will have a new, healthierlearned-behavior.



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Thank You

TERIMA KASIHThank You

Documents

Komunikasi.ppt 2003