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Definition
Communication is an ongoing, dynamic and multidimensional process that convey thoughts, feelings and attitudes through verbal and non-verbal message in order to exchange ideas and construct human meaning
(Parbury, 2001)
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Level of Communication
Intrapersonal Interpersonal Transpersonal Small group Public
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COMMUNICATION AS A PROCESS
Interpersonal variables
Sender/ Receiver
Environment
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Forms of Communication
Verbal communication Non-verbal communication
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Verbal communication
Uses spoken & written words Vocabulary Meanings of words & phrases Pacing Intonation Clarity & brevity Timing & relevance
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Non-verbal communication
Uses body language Facial expressions Vocal cues Eye contact Gestures Sounds Territoriality & personal space
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Zones of Personal
Zones of touch
Social zone Consent zone Vulnerable zone Intimate zone
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Defensiveness Hostility Emotional blocks Preoccupation Mind wandering Past experiences Status Hidden agendas In articulates Stereotyping Physical environment
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EFFECTIVE COMMUNICATION
Responsiveness High Effective communication Accommodating communication
Assertiveness
High
Low
Domineering communication
NURSE CLIENT
NURSE FAMILY
NURSE NURSE
NURSE COMMUNITY
Helping Relationship
Collaborative care
Facts
31% was subjected to communication failures caused by disrupted flow of critical information from caregiver to caregiver or between patient and caregiver Communication failures appeared to contribute directly to the worsened adverse events treatment and diagnostic errors (Agency for Healthcare Research & Quality, Vanderbilt University, USA) Adopted from : Nursing Economics, May-June 2006/Vol.24/No.3
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- to understand health events from client experiences - adapt their care to their unique needs - central to client participation in care - judge how they respond the health care events
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Nurse-family relationships
In community and home health settings Needs complexities of family dynamics and cultural system Essential in making positive change and facilitating a healing process Inadequate communication leads to misunderstandings, client and provider dissatisfaction, and termination of home care provider-client relationships
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Courtesy Use of names Privacy and confidentiality Trustworthiness Autonomy and responsibility
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Assessment
Verbal interviewing & history taking Visual and intuitive observation of non-verbal behavior Visual, tactile and auditory data gathering during physical examination Written medical records, diagnostic tests and literature review
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Nursing diagnosis
Interpersonal analysis of assessment findings Validation of health care needs and priorities via verbal discussion with client Handwritten or computer-mediated documentation of nursing diagnosis
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Planning
Interpersonal or small-group health team planning sessions Interpersonal collaboration with client and family to determine implementation methods Written documentation of expected outcomes Written or verbal referral to health team members
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Implementation
Delegation and verbal discussion with health care team Verbal, visual, auditory and tactile health teaching activities Provision of support via therapeutic communication techniques Contact with other health resources Written documentation of clients progress in medical record
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Evaluation
Acquisition of verbal and non-verbal feedback Comparison of actual and expected outcomes Identification of factors affecting outcomes Modification and update of care plan Verbal and/or written explanation of revision of care plan to client
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Relational context
The nature of the relationships between participants social, helping or working relationships level of trust between participants level of self-disclosure between participants shared history of participants balance of power and control
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Situational context
The reason for the communication Information change Goal achievement Problem resolution Expression of feelings
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Environmental context
The physical surroundings in which communication takes place privacy level noise level comfort and safety level distraction level
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Cultural context
The sociocultural elements that affects the interaction educational level of participants language and self-expression patterns customs and expextations
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ASERTIFITAS
A Type of interpersonal behavior which enables an individuals to act in his own best interest without anxiety, to exercise her own right without denying the rights of others Jadi perilaku asertif adalah jenis perilaku interpersonal yang memungkinkan seseorang bertindak sesuai dengan keinginannya tanpa disertai kekawatiran, mempertahankan haknya tanpa menyerang hak orang lain. Perilaku aserif adalah ungkapan yang jujur, terus terang dan tepat tantang perasaan,keyakinan dan pendapat seseorang
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Berperilaku asertif adalah bagaimana menggunakan metoda komunikasi yang memungkinkan seseorang dapat mempertahankan self respect, mencapai kepuasan akan kebutuhannya, mempertahankan haknya tanpa memperalat atau mendominasi orang lain
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Seseorang yang asertif berbicara jelas dan tenang, dia tahu bagaimana mempertahankan atau mempertanggungjawabkan tindakan yang dilakukannya, dan yang paling penting adalah dia tidak takut untuk mengemukakan apa yang dimaksudkannya. Seseorang yang asertif berbicara lantang, tetapi tanpa melukai merendahkan atau menyebabkan orang lain merasa tersinggung atau merasa dirinya kecil
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Seseorang yang asertif akan secara bebas mengemukakan keyakinannya dan memberikan reaksi yang jujur, untuk kebaikan dan kepentingan dirinya dan pihakpihak yang berkaitan. Perilaku asertif berbeda dengan perilaku agresif dan submisif
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Menjadi ASERTIF..
A means of making our needs known to someone else while treating the other person to the respect they deserve (Floyd Kimberly,2002) Langkah 1 : Tampil percaya diri Bersikap relaks Kontak mata tepat Berbicara fakta Nyatakan perasaan Nyatakan tujuan tindakan Minta umpan balikan
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Kemudian,
Tahu apa yang diinginkan Memastikan bahwa yang diinginkan itu adil Ajukan keinginan itu secara jelas Tetap bersikap tenang Terima pujian dan kritik secara wajar
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Confident percaya diri Set Goals merumuskan tujuan Make Decision membuat keputusan Accountable for result of action bertanggung jawab terhadap tindakannya Able & willing to berkemampuan dan berkehendak Accept the rights of others menghargai hak orang lain Self Directing - mandiri
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Begin with I mulai dengan Saya Learn to say NO belajar menolak Allow other person to disagree memberi kesempatan orang lain untuk tidak sependapat Do not disagree with personality hindari untuk apriori thd kepribadian seseorang Accept criticism terima kritik secara proporsional
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BROKEN RECORD
Asertif terhadap kritik,meminta informasi lebih banyak tentang aspek negatif dari dirinya
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