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COMMUNICATION
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Learning Objectives
Menjelaskan tujuan komunikasi terapeutik
Mengidentifikasi keterampilan komunikasi verbal terapeutik dan
nonterapeutik
Mendiskusikan keterampilan komunikasi non verbal seperti
ekspresi wajah, body languange, intonasi suara, eye contact, dan
memahami makna dan kontek tingkat komunikasi
Discuss boundaries in therapeutic communication with respect to
distance and use of touch
Distinguish between concrete and abstract messages
Given a hypothetical situation, select an effective therapeutic
response to the client
Konsep Dasar
Communication is the process that people use to exchange
information
Messages are simultaneously sent and received on two levels:
verbally through the use words and nonverbally by behaviors
that accompany the words (Devito, 2013)
Verbal communication consists of the words of person uses to
speak to one or more listeners. content is the literal words that a
person speaks. Context is the environment in which
communication occurs and can include the time and the physical,
social, emotional, and cultural environments. context includes
the situation or circumstances that clarify the meaning of the
content of the message
Non verbal communication is the behavior that accompanies
verbal content such as body language, eye contact, facial
expression, tone of voice, speed and hesitations in speech,
grunts and groans, and distance from the listeners. Non verbal
communication can indicate the speaker's thoughts, feelings,
Cont.....
Process denotes all nonverbal messages that the speaker uses to give
meaning and context to the message. the process component of
communication requires the listeners to observe the behaviors and sounds
that accent the words and to interpret the speaker's nonverbal behaviors
to assess whether they agree or disagree with the verbal content
A congruent massage is conveyed when content and process agree. ex: if
the client says i know i haven't been myself. i need help. ekspresi
wajahnya menunjukkan kesedihan, asli dan nada yang tulus
incongruent message when what the speker says and what he or she
does do not agree. contoh: if the client says i'm here to go help, but has
a rigid posture, clenched fist, and a agitated and frowning facial
expression and snarls the words through clenched teeth, the messages is
incongruent ------------------ the process or observed behavior invalidates
what the speaker says (content)
Non verbal process represents a more accurate message than does verbal
content.
Touch
As intimacy increase, the need for distance decrease.
Knapp (1980) identified five types of touch:
1. functional-professional touch --------digunakan dalam
pemeriksaan atau prosedur, spt mengkaji turgor kulit atau
tukang pijat melakukan pijat
2. social-polite touch -------- digunakan dalam salam, spt jabat
tangan atau air kisses
3. friendship-warmth touch ----------- melibatkan salam pelukan,
menepuk bahu
4. love-intimacy touch -------------- meliputi pelukan erat dan
kisses antara lovers atau kerabat dekat
5. sexual-arousal touch ------------- digunakan oleh lovers
Concrete Message
When speaking to the client, the nurse should use words that are as
clear as possible so that the client can understand the massage
Anxious people lose cognitive processing skills ---- the higher the
anxiety, the less the ability to process concepts -----so concrete
massage are important for accurate information exchange
In a concrete massage, the words are explicit and need to
interpretation; the speaker uses nouns instead of pronouns
Concrete questions are clear, direct, and easy to understand
Example:
What health symptoms caused you to come to the hospital today?
When was the last time you took your antidepressant medications?
Abstract Messages
Are unclear patterns of words that often contain figures
of speech that are difficult to interpret ------- they require
the listener to interpret what the speaker is asking
Example:
a nurse who wants to know why a client was admitted to the
unit asks, how did you get here? ----------- the terms how
and here are vague
An anxious client might not be aware of where he or she is
and might reply where am i? or might interpret this as a
question about how he or she was conveyed to the hospital
and respond
Examples
yes
i follow what you said
tell me whether my
understanding of it agrees with
yours
Are you using this word to convey
that..?
Cont.........
Therapeutic Communication technique
Examples
Cont....
Therapeutic Communication
Technique
Examples
Go on
and then?
Tell me abot it
Cont.....
Therapeutic Communication
technique
Examples
Cont.....
Therapeutic Communication
technique
Examples
Verbalizing the ilmplied ---- voicing what the client Client: i can't talk to you or anyone, it's
has hinted at or suggesting
waste of time
Nurse: do you feel that no one
understands?
Voicing doubt ------ expressing incertainty about the isn;t that unusual?
reality of the client's perceptions
Really?
That's hard to believe.
Examples
that's right
i agree
cont.......
Technique
Examples
that's wrong
that's bad
that's good
Cont....
Technique
Examples
Thank You