Apakah anda ingin menjadi orang sukses? Menurut anda? Listening. LISTENING and EMPATHIC RESPONDING 12/10/2012

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1 Apakah anda ingin menjadi orang sukses? LISTENING and EMPATHIC RESPONDING M. Rifqi Rokhman, M.Sc., Apt. Menurut anda? Apa makna kesuksesan bagi anda? Apakah IP selalu berkorelasi dengan kesuksesan? Mengapa ada orang yang semasa kuliah IP biasa tapi saat bekerja bisa menjadi leader bagi orang lain? Listening Trying to understand their thoughts and feelings More than understand conveyed back to the patients so they know you understand Patient feelings must be accepted without judgment as to be right or wrong 1

2 Listening well Involves understanding both the content of the information being provided and the feeling being conveyed. Summarizing the critical pieces of information especially when there are barriers such as language barriers. Paraphrasing : convey back the essence of what she has just said Listening skills Passive listening : without interference detect feelings and meaning behind the patient s words. Acknowledgement responses : simple respond : hmmm.. Encouragement : encourage patient to say more : oh ya ; lalu? Active listening : more active participation : saya mengerti, bapak merasa.. Emphatic responding Non-listening responses : Excessive verbalization Premature questioning Tending to lecture patient (being evaluative) Cutting the patient expression of feelings (ignoring the patients feelings) Interrupt and monopolize conversation Empathy : sensitive ability and willingness to understand the client s thoughts, feelings, and struggles from the clients point of view Empathy : understanding in a caring, accepting, nonjudgmental way. establish trusting relationship. 2

3 Contoh I don t know about my doctor. One time I go to him and he s as nice as he can be. The next time he s so rude Iswear I won t go back again He seems to be very inconsistent You must feel uncomfortable going to see him if you never know what to expect. Contoh I m glad I moved into the retirement village. Every day there is something new to do. There are always lots of things going on, I m never bored. So there a lot of activities to choose from. You seem to love living there. Kasus : Mr. Raymond Saya ini sakit mbak, sama teman saya disarankan ke dokter A, katanya dokternya bagus dan care sama pasien. Tapi apa nyatanya, saya menunggu lama sekali padahal saya sudah janjian dengannya, begitu giliran saya diperiksa, dia nampak buru-buru sekali sambil bergegas keluar masuk ruangan jadi saya tidak sempat menjalaskan sakit yang saya alami. Dia hanya bertanya apa sakitnya sambil menuliskan saja resep ini untuk saya Apa respon anda? Types of response Judge response : shouldn t, wrong, bad Advising response Reassuring response : don t worry, I m sure.. Generalizing response : everyone feels that way Probing response Distracting response Understanding response 3

4 Judging response Bapak seharusnya tahu kalau dokter A itu memang sibuk sekali. Memang begitulah beliau. Saya tahu dokter A itu dokter yang baik, dan saya yakin dia akan memberikan yang terbaik untuk pasiennya. Saya mengerti bapak, saya tidak menyalahkan bapak jika bapak marah. Seharusnya bapak tidak perlu menunggu lama jika memang sudah ada janji. Advising response As pharmacist, we must give advice on their medication regimens, may not be appropriate in helpinh a patients deal with emotional or personal problems. Beri tahu sama dokter bapak tentang apa yang bapak rasakan tentang bagaimana seharusnya care dengan pasien, atau bapak mencari saja dokter yang lain. Placating or Falsely reassuring response Try to get a patient to stop feeling upset, rather than accepting the feeling upset as they exist. Such as terminal illness. Saya yakin bahwa apa yang bapak alami hari ini sangat tidak menyenangkan. Mungkin saat yang lain bapak bertemu dengan dokter A akan berbeda. Generalizing response Others have have had the same experience, may take the focus away from the patient experience, it also can lead you to stop listening Saya paham tentang apa yang bapak rasakan dan saya juga tidak suka menunggu lama untuk periksa dengan dokter. Tidak ada satu orang pun yang merasa bahwa mereka punya banyak waktu untuk berbicara dengan dokter 4

5 Quizzing or probing response Distracting response Asking questions when the patient has expressed a feeling can take the focus away Berapa lama bapak menunggu dokter A tersebut? Many times we get out of situation we don t know how to respond to by simply changing the subject. Baiklah, ijinkan saya berbicara dengan bapak untuk menjelaskan tentang obat yang bapak peroleh Understanding response Truly understant the basis of Mr. Raymond s concern Bapak sepertinya merasa ada sesuatu hal yang kurang pada hubungan bapak dengan dokter A yaitu bahwa ternyata dia tidak care seperti yang bapak harapkan. Mechanic & Meyer (2000) identified interpersonal (not technical) competence as the principal component mentioned by patients as key trust in their health provider. 5

6 Problems in establishing helping relationships Stereotyping Depersonalizing Controlling STEREOTYPING What image come to mind when you think about : Pasien yang sudah lanjut usia? Pasien kaya? Pasien yang sakit HIV/AIDS? Pasien dengan penyakit kronis? Pasien yang tidak patuh dengan pengobatan? Pasien dengan gangguan jiwa? DEPERSONALIZING If elderly patient accompanied by an adult, we may direct the communication to the adult and talk about the patient rather than with the patient. CONTROLLING When health care provider do things that reduce the patient s sense of control over decision that are made regarding treatment, they may actually be reducing the effectiveness of the therapy 6

7 Daftar Pustaka Beardsley, R.S., Kimberlin, C.L., Tindall, W.N., 2007, Communication Skills in Pharmacy Practice, 5 th Ed., Lippincott Williams & Wilkins, Baltimore. Rantucci, M.J., 2007, Pharmacists Talking with Patients : A Guide to Patient Counselling, 2 nd Ed., Lippincott Williams & Wilkins, Baltimore. Hargie, O., 2006, The Handbook of Communication Skills, Taylor&Francis e- library, NY. We can not stop the waves, but we can learn to surf Thank you.. 7