DEVELOPING

COMMUNICATION SKILLS
BETWEEN DOCTORPATIENT

3 OCTOBER 2013

Penelitian menyatakan 70% kesalahan di

dunia kerja adalah hasil dari komunikasi yang
buruk..Verbal
Pesan yang
kita
kirimkan
7%

n
u
m
o
K

3V
Vokal
Suara yang
kita sampaikan
38 %

Visual
Bahasa
tubuh kita
55 %

i
s
ik a

COMMUNICATION
PERCEPTION

SEEING FROM THE OTHER SIDE?

DEFINITION
Process of exchanging information
between 2/more people; each person
will give meaning to symbolic
messages through media

COMMUNICATION
PRINCIPLES
1. Two way
2. Having meaning and connection
3. Symetrical/complementary
4. Everyone is communicating

BASIC PRINCIPLE IN
COMMUNICATION

What we do is
communicating

The way we
start
communication
determines the
result

The way we
deliver the
message
influence how
the message is
received and
understood

Verbal Communication
Meaning

Denotative

Connotative

Vocabulary

Pacing

Intonation

Clarity and brevity

dan relevansi)

Timing and relevance (waktu

Potter and Perry (1987)

Non Verbal Communication

Communicating two different messages

Performance
Expression
Emotion
Touch
Distance
- intimate distance (45 cm or less)
- personal distance (18 inch to 1.5 m)
- social distance (1.5 m to 18 m)
Clue
Potter and Perry (1987)

Activity 1

Ask a colleague to tell you about

something in which they are really
interested. Alter the way in which
you lean as they talk and ask them
to give you their personal impression
Write down:

what feeling (s) that person was

experiencing
what attitudes they seemed to convey
your reactions to them
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10

Evidence Based result

What is the most important factor in

effective communication?

Body language
58%
Tone of voice
35%
Words use
7%

Source: Population Council. 2005. A Client-centered

Approach to Reproductive Health. A Trainers Manual.
Islamabad, Pakistan.

10/3/13

12

WHY DO YOU LEARN

ABOUT
COMMUNICATION?

Communication in Health Setting

Hospital:
Unique and complex setting

Medical

Care

Medical support

Administrative support

General: patient and non patient

Special: patient

MEANING OF DISEASE

Obstacles on everyday lives

Causing anxiety, anger, and
frustration
Dis ease
Punishment
Unsought product
Anything else?? ..

PATIENT IN HOSPITAL

Outpatient
Hospitalized
Emotional
Afraid
Disoriented
Depressive
Disturbed
Difficult
Before/after operated
Addicted to operation

BACKGROUND

Communication between doctor-patient is

one of the most imperative competency
need to be addressed
It determines the successful of helping
behavior provided by doctor
Communication in health setting has
become neglected topic

BACKGROUND

Some doctors do not have time to talk to

the patients
Depth of information
Influence the diagnosis, planning and
treatment
Patient: different status (superior-inferior)
Being afraid of asking and answering
questions

COMMUNICATION
BETWEEN DOCTORDoctor-patient
can both play as
PATIENT

resource/sender and receiver of

information interchangeably
Patient as a sender of information
Doctor as a sender of information
Doctor has RESPONSIBILITY to make
sure that patient understands what
has been explained
Doctor MUST BE PROACTIVE

EXAMPLE
Kalau dia panas, berikan
obatnya.

HAMBATAN
DALAM BERKOMUNIKASI
COMMUNICATION
BARRIERS

Language
Social

Physical

Values/
Culture

Perception
Receiver

Ju

m
g
d

al
t
en

s
u
P

ng
i
h

COMMUNICATION
BETWEEN DOCTOR
PATIENT
by communication
Kurzt (1998)
Disease centered
style/

doctor-centered communication style:

1) Diagnosis
2) Relating to signs and symptoms

Illness centered communication

style/patient-centered communication
style
1) Based on patients experience about
the illness
2) Including opinion, concerns, hopes of
the patient

Therapeutic Communication

Professional communication between health

practitioners and patients
Therapeutic relationship that facilitates the
positive development of the patient
Understanding each other

racteristics of Therapeutic Communicati

1)

Genuineness

Realising patients attitude

Accepting patients negative feeling

1)

Warmth

1)

Empathy

MUNICATION PRINCIPLES BETWEEN DOCTOR

Complete

Accurate

Rapid

Empathy

THEREFORE .

Building trust and hope

Openness
Understanding

Empathy
1)
2)
3)

A physician cognitive capacity

to understand patients needs
An affective sensitivity to
patients feelings,
A behavioral ability to
convey empathy to patient.

Empathy

Level 0:Bylund & Makoul (2002)

1) Doctor refuses patients point of view
2) Doctor makes an opposing statement,
as a sign of disagrement
Level 1:
1) Doctor captures patients point of view
while doing things, such as writing,
standing behind patients back,
preparing tools, etc

Empathy

Level 2: Bylund & Makoul (2002)

1) Doctor recognizes patients point of view
implicitly
Level 3:
1) Doctor respects patients opinion
2) Asking for further patients concerns
Level 4:
1) Confirming based on patients information
Level 5:
1) Sharing feelings and experience

Activity 2
Organize yourself into groups of
three (a doctor, a woman, and an
observer)

The person playing as a woman

should take 5 minutes to make up
situation about health problems and
pregnancy. Write down some notes to
help you remember the story

Doctor tries and shows active

listening skills through the use
10/3/13
30 of

The observer should provide

comments on any aspects the doctor
shows and how she/he can improve
upon
Change roles

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31

Video 2

Tips of Effective Communication

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

Stop talking
Comfortable situation
Being attentive
Pay attention to noise
Being emphatic
Being patient
Emotionally controlled
Being calm
Asking questions
Avoid interrupting

Example
Clien (Cl): I dont want to have a baby
with Down Syndrome
Counselor (Co): What do you mean?
Bisa dijelaskan maksud Anda?
Cl: I just dont think I could handle it
Co: Are you telling me that you would
want to terminate the pregnancy
Cl: Well, Im not sure
Co: Where does this feeling that you
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34
couldnt handle it come from?

Example
Co: Well, is it coming from you or from
your family?
Cl: Well, I guess from them
Co: Do they have to live with the
consequences of this decision, or do
you?
Cl: Well, it will affect them, too
Co: But can they really tell you what
to do?
Cl: No, I guess not
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35

IMPORTANT

Being culturally competent health

professionals
Understanding the culture of
medicine is important in developing
attitude toward health

TERIMA KASIH