Komunikasi.ppt 2003
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Transcript of 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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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 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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Intrapersonal Communication (2)
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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Intrapersonal Communication (3)
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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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 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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NONVERBAL COMMUNICATION (4)
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
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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