Art of Communication

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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

What is Communication?

What is Communication

A process by which information is exchanged between individuals through a

common system of symbols, signs or behavior

Communication CycleCommunication normally goes through a cycle involving:

Communication Goals

To change behavior

To get action

To ensure understandingTo persuade

To get and give

Information

Impact of a MessageFace-To-Face Communication

Body Langua

ge57%

Tone36%

Words7%

Body Language Tone Words

2 Types of Communication1. Verbal Communication• Words• Voice modulation

2. Non-Verbal Communication• Communicates emotions and attitudes• Regulates verbal messages

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.

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

Communication Rights and Responsibilities

Rights Responsibilities

1. You have the right to be treated with respect.

2. You have the right to have and express your own opinions.

3. You have the right to ask for what you need in order to be effective.

4. You have the right to set reasonable limits.

1. You have the responsibility to treat others with respect.

2. You have the responsibility to listen to the opinion of others.

3. You have the responsibility to acknowledge and address the needs of others.

4. You have the responsibility to respect the limits and boundaries of others.

Attitude in Communication

Styles Of Communication

• Accepts responsibilities.

• Extends but does not feel entitled to “rights” .

• Both exercises and extends “rights” and responsibilities.

Passive Demands but does

not extend “rights”.

Does not accept responsibilities.

Assertive Aggressive

Listening

Listen is ...

Speaking

Speaking requires:Sharp focusLogical thinkingClear phrasingCrisp delivery

Setting the stage

• Remove Distractions• Be open and accessible

• Listen with Empathy• Have A Time

3 Types of Listening

Active Listening

Passive Listening

Hearing

Communication in Workplace

Organizational Communication Flow• Downward

InstructionsDirectives

Horizontal

Coordination

Upward

Information

Upward Communication

Consists of messages sent up the line from subordinates to bosses. Includes employee suggestions, reactions to organizational policies,

inquiries or concerns.

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.

Horizontal Communication

The horizontal information flow that occurs both within and between departments.

Generally, the purpose of lateral communication is coordination and collaboration.

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.

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.

Summary

Prepare your Knowledge

• Know your subject.• Focus on the purpose.• Know your audience.

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.

Summary

.

Barriers to communication can lead to misunderstanding

and confusion

Effective communication encompasses a

multitude of skills.Skills can be learned and practiced.

Communication in Workplace

Giving Information

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.

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.

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.

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.

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

Handling Complaint

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”

Fakta Seputar ComplaintDalam 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

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.

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.

Customer Complaint ManagementSystem

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

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

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

Effective Telephone Communication

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

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

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

Learn to listen

• Don't interrupt unnecessarily

• Don't switch off half way through

• Don't hurry people • Try putting yourself in the

caller's place

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.

InformationWhen 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

Message takingIt 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

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

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.