Art of Communication: Art of Communication www.humanikaconsulting.com Learning Objectives: 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? 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 Cycle: Communication Cycle Communication normally goes through a cycle involving: Communication Goals: Communication Goals Impact of a Message Face-To-Face Communication: Impact of a Message Face-To-Face Communication 2 Types of Communication: 2 Types of Communication Verbal Communication Words Voice modulation Non-Verbal Communication Communicates emotions and attitudes Regulates verbal messages Non-Verbal Communication: 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: 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: Communication Rights and Responsibilities Rights Responsibilities You have the right to be treated with respect. You have the right to have and express your own opinions. You have the right to ask for what you need in order to be effective. You have the right to set reasonable limits. You have the responsibility to treat others with respect. You have the responsibility to listen to the opinion of others. You have the responsibility to acknowledge and address the needs of others. You have the responsibility to respect the limits and boundaries of others. Attitude in Communication: Attitude in Communication Styles Of 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: Listening Listen is ...: Listen is ... Speaking: Speaking Speaking requires: Sharp focus Logical thinking Clear phrasing Crisp delivery Setting the stage: Setting the stage Remove Distractions Be open and accessible Listen with Empathy Have A Time 3 Types of Listening: 3 Types of Listening Active Listening Passive Listening Hearing Communication in Workplace: Communication in Workplace Organizational Communication Flow: Organizational Communication Flow Downward Instructions Directives Horizontal Coordination Upward Information Upward Communication: 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: 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 : 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: 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: 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: Summary Prepare your Knowledge Know your subject. Focus on the purpose. Know your audience. 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. Summary PowerPoint Presentation: . Barriers to communication can lead to misunderstanding and confusion PowerPoint Presentation: Effective communication encompasses a multitude of skills. Skills can be learned and practiced. Communication in Workplace: Communication in Workplace PowerPoint Presentation: Giving Information Giving Information: Giving Information Merupakan bagian yang tidak terpisah terhadap kemampuan seorang petugas medis . M eningkatkan 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: 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: 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: 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: 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: Handling Complaint Mengapa 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 Complaint: 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 Positive side on Complaint: Positive side on Complaint Berkah karena adanya perhatian dari Customer Adanya kesempatan untuk dilakukan langkah perbaikan di waktu yang akan datang . P engembangan ( 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: S trategy R elated 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 Management System: 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 Basic Steps for Effective Complaint Management: 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: Steps to Effective Handling Complaint M engucapkan 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: Effective Telephone Communication Top six telephone frustrations!: 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: 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: 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: 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. Information: 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 Message taking: 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 Handling problems and complaints: 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: 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.