Communication is important for improvement patient's health through excellence service in hospital.

1. Art of Communication
www.humanikaconsulting.com

2. Learning Objectives
• What is The Communication?
• The Communication Cycle
• Impact of a message
• Types of Communication
• Styles of Communication
• Listening
• Communication in
Organizational
• Barriers to Communication
• Communicating Effectively
• Communcation on Practice

3. What is Communication?

11. What is Communication
A process by which information is
exchanged between individuals through a
common system of symbols, signs or
behavior

12. Communication Cycle
Communication normally goes through a cycle involving:

13. Communication Goals
To change
behavior
To get and give
Information To get action
To ensure
To persuade
understanding

14. Impact of a Message
Face-To-Face Communication
Words
7%
Tone
36%
Body
Language
57%
Body Language Tone Words

15. 2 Types of Communication
1. Verbal Communication
• Words
• Voice modulation
2. Non-Verbal Communication
• Communicates emotions and attitudes
• Regulates verbal messages

16. Non-Verbal Communication
• Gestures
– Are you aware of how you look to others?
– Find out your habits and nervous gestures
• Posture and movement
– Stand tall
• Facial Expressions
– Smile
– Eye Communication
90% of our personal communication calls for involvement.
To show involvement, look at your audience for 5 to 10
seconds before looking away.

17. Verbal Communication
• Words
– Use simple language (avoid jargon and slang)
– Make sure that you are grammatically correct
– Be clear and precise (avoid redundancy)
• Voice Modulation
– Diction
– Tone
– Pitch
– Volume
– Rate

18. Communication
Rights and Responsibilities
Rights Responsibilities
1. You have the right to be 1. You have the responsibility to
treated with respect. treat others with respect.
2. You have the right to have 2. You have the responsibility to
and express your own listen to the opinion of others.
opinions.
3. You have the responsibility to
3. You have the right to ask for
acknowledge and address the
what you need in order to be
effective. needs of others.
4. You have the right to set 4. You have the responsibility to
reasonable limits. respect the limits and
boundaries of others.

19. Attitude in Communication

20. Styles Of Communication
Passive Assertive Aggressive
• Accepts • Both exercises  Demands but does
responsibilities. and extends not extend “rights”.
“rights” and
• Extends but does responsibilities.  Does not accept
not feel entitled to
“rights” . responsibilities.

21. Listening

22. Listen is ...

23. Speaking
Speaking requires:
Sharp focus
Logical thinking
Clear phrasing
Crisp delivery

24. Setting the stage
• Remove Distractions
• Be open and accessible
• Listen with Empathy
• Have A Time

25. 3 Types of Listening
Passive Listening
Active Listening Hearing

27. Communication in Workplace

28. Organizational Communication Flow
 Upward • Downward  Horizontal
Instructions
Information Directives Coordination

29. Upward Communication
 Consists of messages sent up the line from subordinates to bosses.
 Includes employee suggestions, reactions to organizational
policies, inquiries or concerns.

30. Downward
Communication
 Flows from individuals in
higher levels of the
organization to those in
lower levels.
 Includes meetings, official
memos, policy
statements, manuals, and
organizational publications.

31. The horizontal information flow that occurs
both within and between departments.
Generally, the purpose of lateral
communication is coordination and
collaboration.
Horizontal Communication

32. Barriers To Effective Communication
• Assumptions
• Fears
– Reluctance to confront
– Ridicule, rejection, fear of being
wrong
• Values and attitudes
• Generation Gap
• Trust and Honesty
– A lack of trust can cause the
receiver to look for hidden meanings
in the sender’s message.

33. Barriers To Effective Communication
• Information overload
– When the information we
can process is exceeded
• Cross-Cultural Diversity
– The greater the difference
between the sender’s and
receiver’s cultures, the
greater the chance for
miscommunication.

34. Summary
Prepare your Knowledge
• Know your subject.
• Focus on the purpose.
• Know your audience.

35. Summary
Practice your Skill
 Use a confident tone and a level pitch.
– Be calm and collected at all times.
– Try to eliminate excessive “ums” and “uhs” as fillers.
 Speak slowly and make use of pauses to stress important ideas.
– Use accurate diction and correct pronunciation
 Know what you are talking about and accept the limitations of your
knowledge.
 Be vibrant and enthusiastic.
– Avoid a dull, monotonous tone.
– Be loud enough to be easily heard.

36. .
Barriers to communication
can lead to misunderstanding
and confusion

37. Effective communication
encompasses a multitude of
skills.
Skills can be learned
and practiced.

38. Communication in
Workplace

39. Giving Information

40. Giving Information
• Merupakan bagian yang tidak terpisah
terhadap kemampuan seorang petugas
medis.
• Meningkatkan kesehatan pasien(Coulter
1998, Doll 2000, Shepperd et al 1999).
• Bahkan banyak bukti bahwa pasien ingin
mendapat informasi yang baik, namun ia
tak mampu mengatasi hal tersebut. (Audit
Commission 1993, Grol et al 1999, Jenkins
et al 2001, Koning et al 1995, Meredith et
al 1996).
• Dalam memberikan informasi secara
efektif, petugas medis harus
memperhatikan pengetahuan dan
penguasaan terhadap materi yang akan
dikomunikasikan dan ketrampilan dalam
berkomunikasi.

41. Manfaat dalam Memberikan
Informasi
• Membantu pasien dalam
mengelola kesehatan
mereka melalui tindakan-
tindakan yang akan
mereka jalani.
• Memiliki tujuan dalam
meminimalkan
kecemasan dan stress.
• Terkadang perilaku
pekerja medis dan RS
dapat memperburuk
kondisi kesehatan pasien.

42. Perhatikan Hal-hal ini dalam
Berkomunikasi dengan Pasien
• Tipe Informasi yang harus diberikan kepada Pasien;
• Mengkomunikasikan hal-hal yang penting terkait
hal-hal kritis;
• Sikap dalam mengkomunikasikan hal tersebut; dan
• Mengkomunikasikan situasi yang belum pasti.

43. Knowing your Patients
• Patients may not understand the information because
it is too complex or they cannot read it.
• Patients may not absorb the information because they
are anxious or in pain when it is given, or because
there is too much information.
• Patients may not appreciate the relevance of the
information to their situation because they do not
recognise the link between two pieces of
information, for example, the relationship between
smoking and high blood pressure. Alternatively, they
may not recognise the most important aspect of the
information given.
• Patients may understand the information, but may not
believe it. This may be because they do not consider
the information or the provider to be credible, or
because the information challenges their beliefs or
values.
• Patients may understand and believe the
information, but may choose not to act on it. This may
be because to do so would be too disruptive or
unpleasant, because of pressure from others or
because perceived benefits do not outweigh
perceived risks.

44. Tips Mengkomunikasikan Informasi
• Gesture : Bisa menampilkan
sikap empati dalam
berkomunikasi.
• Tone : Gunakan suara yang bisa
dipstikan dapat diterima secara
efektif, jika masih bisa
diusahakan, hindari tempat yang
ramai dan bising, sampaikan
dengan nada dan tempo yang
tepat.
• Words : gunakan bahasa yang
dapat dimengerti dan pilihan
kata yang assertive kepada
pasien, jika perlu menggunkan
analogi dari bahasa awam atau
pengetahuan yang dimiliki
lawan bicara Anda, 5W1H

45. Handling Complaint

46. Mengapa Complaint
“An expression of dissatisfaction by or on behalf of an
individual/customer regarding any aspect of a service
provided by the firm. A complaint may be made verbally
or in writing”

47. Fakta Seputar Complaint
Dalam salah satu survey yang
dilakukan oleh Frontier terhadap 2000
responden, yang menjadi
nasabah, menunjukkan bahwa:
• Tidak semua customer yang
kecewa akan melakukan komplain
• Customer yang tidak puas dan
tidak komplain, sekitar 20 persen
menyatakan akan segera beralih ke
perusahaan lain
• Mereka yang mengajukan
komplain dan kemudian diberikan
tindakan penyelesaian, hanya
sekitar 2-3 persen yang
mempunyai niat untuk pindah ke
perusahaan lain

48. Positive side on
Complaint
• Berkah karena adanya perhatian dari
Customer
• Adanya kesempatan untuk dilakukan
langkah perbaikan di waktu yang akan
datang.
• Pengembangan (improving
products, adapting marketing
practices, upgrading services, or
modifying promotional material and
product information.)
• Komplain dapat ditangani dengan baik
akan meningkatkan kepercayaan
terhadap customernya(pasien).
• Peningkatan kualitas kerja dan prestasi
terhadap hasil dalam memberikan
pelayanan prima.

49. Strategy Related to Complaint
• Doing right at the first
time, perusahaan berusaha untuk
memuaskan seluruh pelanggan dalam
kesempatan pertama, menghindari
adanya kesalahan dalam memberikan
layanan kepada nasabah.
• Service recovery, perusahaan
membiarkan terjadinya ketidakpuasan
dalam kesempatan pelayanan yang
pertama untuk sebagian
pelanggan, tetapi kemudian
mendorong mereka untuk komplain
dan menyelesaikan komplain dengan
baik.

50. Customer Complaint Management
System
A complaint management system must be visible and
accessible in order to serve consumers and accomplish
company goals.
• on posters and signs in the sales
and service area
• on contract forms and sales slips
• in charge account mailings
• in the use and care manual
• in advertising -- your company's
complaint system could be the
theme of an advertising campaign
• on product packaging and
labeling

51. Basic Steps for Effective Complaint
Management
• Designate a Location to Receive
Complaints
• Develop a System for Record-keeping
• Process and Record Complaints
• Acknowledge Complaint
• Investigate and Analyze the Complaint
• Resolve the Problem in a Manner
Consistent with Company Policy
• Follow-Up
• Prepare and File a Report on the
Disposition of the Complaint, and
Periodically Analyze and Summarize
Complaints

52. Steps to Effective Handling Complaint
• Mengucapkan terima kasih
• Mengucapkan maaf
• Mencari tahu informasi dari pelanggan
• Berjanji hal tersebut tak terulang lagi
• Melakukan langkah konkrit untuk
secepatnya menangani komplain

53. Effective Telephone Communication

54. Top six telephone frustrations!
• Being cut off or put through to
the wrong person
• Being left hanging on with no
explanation
• Not knowing who you are
talking to and if they can help
• Being asked lots of questions
• Not being given the chance to
explain yourself
• Being called at an
inconvenient time

55. Be Courteous
• Identify yourself and listen
without interrupting
• Respond as necessary
• Stop talking if interrupted
• Give prompt service with the
minimum of delay
• Don't keep the caller hanging
on the line without going back
to them

56. Be friendly and helpful
• Speak clearly and with a smile
(yes, you can "hear" a smile!)
• Be aware of how important your
voice is in conveying a friendly
personality
• Be enthusiastic and show an
interest
• Be sincere in your attempts to
help
• Never lose your cool
• If you promise to take certain
action do it as agreed
• Deal with any problems
diplomatically

57. Learn to listen
Improving your listening skills can make a huge
difference to having effective phone communication
skills - people need to know that you fully understand
their case.
• Don't interrupt
unnecessarily
• Don't switch off half way
through
• Don't hurry people
• Try putting yourself in
the caller's place

58. Information
When you are recording or giving
information remember that it must be
precise and detailed.
• Be clear and accurate
• Make sure that any information you
give is correct
• Avoid jargon
• Talk with confidence
• Get the facts and record the
information
• Confirm your caller understands the
information you have supplied
• Answer questions if you can or offer to
find out the information

59. Message taking
It is vital to collect all the relevant
information when you are taking
messages for other people. The
following checklist will help you to
make sure you haven't forgotten
anything.
• Who the call is for
• The date and time of the call
• Name of caller and company
• Their telephone/fax number
• Reason for the call / is the call
urgent?
• A convenient time to return the call
• Your name
• Details of anything you have agreed
with the caller

60. Handling problems and complaints
When you are handling difficult situations it is important to keep calm and
not let your emotions get the better of you. In many ways a complaint is an
opportunity - the chance to show you can put things right. A customer whose
complaint is successfully resolved will have a strong sense of loyalty.
• Try and establish some rapport with the caller
• Use their name and recognise their importance
• Let the person explain and listen carefully
• Get all the facts and take notes
• Direct the conversation away from emotion
• Avoid defensive reactions
• Try and develop a solution giving a time frame and your actions
• Make a commitment to follow up
• Get agreement to your solution
• Thank the person for calling

61. Be positive
• If you are in the front line of communication then
it is vital that you have a positive attitude because
it is clearly reflected in both your voice and in the
way you behave with others. Not only will a
positive approach make you feel good it will also
get a positive response from others.
• A well known business guru was recently asked
what the three most important factors were for a
business to be successful. His reply was
'Communication, Communication and
Communication.