Effective Communication Skills

Bambang Suhariyanto
Lab/SMF.Ilmu Kesehatan Kulit & Kelamin FKUJ/ RSD.Dr. Soebandi Jember

Cleverness Based - Medicine

The Good Physician treats the disease; The Greatest Physician treats patient who has the disease.
PRADIK DOKTER MUDA FKUJ

Introduction (1)
• Communication looks easy when it is done well. • It requires empathy, an ability to listen and respond, and it requires time. • There is convincing evidence that it is not always done well in the health service.

PRADIK DOKTER MUDA FKUJ

Introduction (2) Effective Communication : • Patients' problems are identified more accurately. • Patients are more satisfied and can better understand their problems. • Patients' distress and the vulnerability to anxiety and depression are lessened. • Patients are more likely to comply with treatment or lifestyle advice. PRADIK DOKTER MUDA FKUJ .

Introduction (3) Effective Communication : • The overall quality of care is improved by ensuring that patients' views are taken into account. • Patients are less likely to complain. • Fewer clinical errors are made. • There is a reduced likelihood of doctors being sued. PRADIK DOKTER MUDA FKUJ .

signs. • 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.Definition of Communication • Communication can be defined in many ways. or behavior. PRADIK DOKTER MUDA FKUJ .

Context of Communication • • • • • • Intrapersonal communication Interpersonal communication Group communication Public communication Organizational communication (hierarchy) Mass communication PRADIK DOKTER MUDA FKUJ .

INTRAPERSONAL COMMUNICATION PRADIK DOKTER MUDA FKUJ .

• You must understand who you are and what you think of yourself. PRADIK DOKTER MUDA FKUJ . • Intrapersonal communication is the most basic level of communication.Intrapersonal Communication (1) • In order to successfully communicate with others you must first learn to communicate with yourself.

It is a powerful influence.Intrapersonal Communication (2) • Self-talk is the inner speech that includes the questions and comments you make to yourself. 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 PRADIK DOKTER MUDA FKUJ .

– When you stay encouraged and positive. concentration and performance.Intrapersonal Communication (3) • Positive self talk increases focus. your body will also respond in a positive way. PRADIK DOKTER MUDA FKUJ . your brain will tell your body and it will shut down. – If you believe you cannot do something.

PRADIK DOKTER MUDA FKUJ . viewpoint or pattern of perception. community.Factors that influence personal perception & communication • Values – reflect your priorities and what you think is important. • Expectations – basing a judgment on what is expected rather than what actually happened. or organizations to which you belong • Bias – consistent attitude. • Beliefs – what one believes to be true that often helps you decide what to accept or reject • Culture – family. • Knowledge – what you know influences how your organize & interpret information. • Prejudice – preconceived judgment (to pre-judge on opinion rather than facts) • Attitudes – powerful influences that can be positive or negative.

INTERPERSONAL COMMUNICATION PRADIK DOKTER MUDA FKUJ .

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. PRADIK DOKTER MUDA FKUJ .

4 Basic Communication Tools 1. Speaking 3. Listening – The most communication skill that must be developed 2. Reading 4. Writing PRADIK DOKTER MUDA FKUJ .

.” . by the way you listen.1. but they know how much you care …. Listening Skills Patient don’t care how much you know.

• Most of us are born with good hearing.Listening Skills • Listening is really where all good communication begins. PRADIK DOKTER MUDA FKUJ . • Listening must be learned. but not good listening skills. • Misunderstanding what patient is saying is one of the biggest obstacles to communication.

• Doctors often make interruptions .Listening Skills : Barriers • Doctors can think faster than a patient can talk. • Doctors overact to what’s said & respond emotionally. and jump to conclusions. PRADIK DOKTER MUDA FKUJ . • Doctors are easily distracted and allow their minds to wander. • Doctors lose patience.

what. why. how • Listen for ideas. where.Listening Skills : Improvement (1) • Be aware about your self!!! • Be patient for the entire message • Be aware of speech cues – who. not just facts PRADIK DOKTER MUDA FKUJ . when.

“hmmm” or “oh right” PRADIK DOKTER MUDA FKUJ . you are saying that …. you said ….” – “If I understand correctly.” • Question : – “What do you mean when you say ….” • Acknowledge : – Look at the speaker and nod – Occasionally say.Listening Skills : Improvement (2) • Verify : – “So.

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?” PRADIK DOKTER MUDA FKUJ .

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%) PRADIK DOKTER MUDA FKUJ .

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 PRADIK DOKTER MUDA FKUJ .

judgmental words PRADIK DOKTER MUDA FKUJ .Speaking Skills : VALUE tips • Verify what is being said • Acknowledge feelings • Listen “actively” • Use simple language • Eliminate negative.

PRADIK DOKTER MUDA FKUJ .

respect. power.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. dominance PRADIK DOKTER MUDA FKUJ .

NONVERBAL COMMUNICATION (2) • Unspoken • More difficult to interpret than verbal messages • Body language • Often neglected during interpersonal communication • Written Communication  powerful & lasting PRADIK DOKTER MUDA FKUJ .

and grooming style – Simple body language : • • • • Frown on your face A smile Crossing your arms Tapping your pen/fingers on a desk PRADIK DOKTER MUDA FKUJ . dress.NONVERBAL COMMUNICATION (3) • Body language : – It is estimated that over 75% of the messages we deliver are communicated non-verbally. – Include : facial expressions.

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 PRADIK DOKTER MUDA FKUJ .

Communicate TO or Communicate WITH ? .

PRADIK DOKTER MUDA FKUJ .

2. SENDER Formulating the Message MESSAGE Interpreting the Message RECEIVER Context of Communication Relationship between SENDER & RECEIVER PRADIK DOKTER MUDA FKUJ . 5. 6. 7. 3. 4.7 Elements of Communication 1.

Seven Elements of Communication 3. MESSAGE 6. CONTEXT 1. SENDER 7. RELATIONSHIP PRADIK DOKTER MUDA FKUJ 5. RECEIVER .

Formulating the Message 3. Relationship  Doctor – Patient Relationship PRADIK DOKTER MUDA FKUJ . Context of Communication  Clinical Context 7. Distress. Other issues (BIO-PSYCHOSOCIAL-SPIRITUAL) 4. Disability. MESSAGE  Disease. RECEIVER  Patient 6.7 Elements of Communication 1. Interpreting the Message 5. SENDER  Doctor (DERMATO-VENEREOLOGIST) 2.

wisc.edu/our-department/newsletter/winter-2007/simmersion PRADIK DOKTER MUDA FKUJ .fammed.Improving Communication Skills in Clinical Practice Through Simulation Training http://www.

• Patient will have a new.The Goal of Effective Communication • Patient understand the message. healthier learned-behavior. • Patient change their attitude. • Patient’s knowledge is increased. PRADIK DOKTER MUDA FKUJ .

TERIMA KASIH Thank You Thank You .