komunikasi.ppt 2003.ppt
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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.
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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.
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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.”
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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 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
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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 : 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