Azimfamily Azimfamily: Therapeutic Communication

Therapeutic Communication


Imagine saying this life if we are not able to interact with others. There are no stories that can be shared, no purpose can be served and there is no language that can be spoken! Perhaps this is the situation experienced by the patients 'point' and could not respond to the environment. Rigid and does not mean everything, but full of mysteries to explore. The situation is different with a special group of visually impaired, deaf or hard of hearing, as they have their own way to interact. And it turns out they were never bored with the way they interact, although sometimes not understood by others.

The fact is that every human being needs to interact with others. This interaction process is a form of communication that most basic of human life. The term communication includes all means of communication of all forms of thoughts and emotions to others or receiving thoughts and emotions of others. In general, communication is a process of delivery of information or messages from the source to the receiver through certain channels. The purpose of presenting information as possible to awaken, change attitudes or persuade the recipient to accept the new practices. The information may be in the form of verbal or non-verbal, and it must be understood by both parties. In other words, the existence of a partnership between the source and receiver. If this does not happen then it will gagallah communication, which might cause a variety of problems in the social environment whether at work or at home.

Why the Need to Communicate Effectively?
Perhaps the greatest problem of communication in the workplace is the notion that communication is a simple thing to do. Apparently the notion is not true at all. It is easy to communicate, but to communicate effectively or in other words to create positive communication is difficult. While we have communicated with others throughout our lives, but we often fail to communicate properly. As a result of the various conflicts that arise as a result of misunderstanding or discontent. And that is why this module has been prepared to discuss how we can practice positive communication in this life, especially at work.  

Positive communication can be achieved when the meaning of a message to be delivered by the source or the speakers are the same as what is understood by the recipient. For example, a doctor trying to tell patients Malay Chinese woman who is not fluent in English in order to reduce the intake of sugar to control diabetes by using a variety of approaches, the results of patients who had acted to reduce the dose of sugar in all foods consumed. Clearly the message here has achieved its goal of controlling diabetes. This means that the communication process has been very effective.

Communication Process

To better understand the communication, we need to know the process of communication in general. Communication involves exchange or presentation purposes between two or more people. If there is no information or idea submitted or exchanged, no communication occurs.
However, to make the communication is successful, the meaning of a point should be understood not only be alone. For example, a letter received in French (but I did not understand the language!), Can not be considered a communication until I translated it. Indeed, communication is the transfer and understanding of the meaning of things.

A person who has a message to deliver to the recipient.

Encoding (Encoding)
Occurs when the source of the translated information to be conveyed to the symbols. This process should occur because the information can only be delivered using symbols. Resources need to select the symbols that are understood by the receiver to deliver the message.

Information or ideas that have been through the process of coding (encoding) .Terdiri of any shape or state that can be experienced or understood by anyone who receives it. Maybe in the form of words could be heard, the writing can be read, or gestures that can be seen or felt. For example, a touch of the hand may carry different meanings, from good to aim high treason.

Is a way of delivering a message to the recipient (eg air to the conversation and paper for writing). For an effective communication channel for the communication must be appropriate to the type of message to be delivered. For example, to communicate a diagram would not be appropriate to use the phone, certainly more effective when using electronic mail (e-mail) or fax.

People who receive and understand the message delivered by the source. Recipients may consist of a group of members of an organization, community, audience or perhaps an individual. Message must be appropriate to the circumstances and background of the recipient. An obstetrician doctors should avoid using medical terms that are too technical when talking with hospital administrative officer, as opposed to when he spoke with nurses. Because if the true meaning of a message can not be understood, means of communication does not occur effectively.

The process by which the receiver interprets the message and decode a web of meaning.

That any factors that interfere with, mislead, or exists during a communication. It may be 'internal' (eg if the recipient is not paying attention) or external (if a message is intercepted by the various sounds in the environment).

A reverse in the process of communication in which the receiver responds to the message received. This process is repeated in which the recipient then act as a source of the message, so on an ongoing communication process in life. But sometimes the process is delayed because of interference and obstruction.

Communication barriers
Here are some of the barriers of communication:

Ability to communicate between different individuals
Ability to communicate effectively depends on the age, sex, race, language, values​​, culture, and whether individuals with hearing and speech.

Different status and power
Communication process will be blocked if the individual has a status and a higher power to use its influence to lead others feel uncomfortable or threatened, for example, a mother may not be able to talk to their teenagers during the time when he used his power as adults to control children ren.

select information
Naturally people are more likely to listen and pay attention to the things that pleases. It would be very difficult when two individuals communicate each just wants to focus on its own tendencies and just choose what you want to hear.

level of education
Individuals have different backgrounds, education levels will have trouble talking when talking about intellectual issues that are too heavy or too light.

Emotional state or mood
A person's emotional state will affect the 'mood'nya communication. For example, an employee who is just going to be the death of the father moody and silent while attending department meetings.

Cultural and social backgrounds
Two individuals who come from social backgrounds and different cultures will have a problem to communicate if both know nothing about the culture of each other.

environmental factors
Attention to communicate will be affected by external factors such as a noisy environment, dirty, smelly, or the temperature is too hot or cold.

Healthy individuals will be able to effectively better than individual flu, not getting enough sleep or are in a stressful situation.

Failure to distinguish between opinion and fact
This situation will lead to serious misunderstandings can lead to conflict among several parties. It is important to examine the validity and credibility of the information deperolehi.

Semantic issues
Different meaning for a word. For example, in the Kelantan dialect word "always" means "now" in English while the standard mean 'often'. Similarly, the word "bread" in the Northern dialect means 'cookies', which are often misunderstood by those who are not familiar.

Halo effect
Individuals tend to make a judgment on something based on past experience with the experienced presenter. This will not prejudice either.

assessing the credibility
The validity of the information is evaluated based on the credibility of the person delivering the message. For example, listeners may be less confident as an engineer talking about the latest treatment methods for certain types of diseases, and vice versa.

Different perceptions
Different people interpret what was seen or heard by the interpretations vary. Poet listens to the waves as the inspiration for the work of the richness of God's creation, and for a fisherman it is a sign of misfortune in his life.

initial expectations
Earlier expectations of a problem will determine the attitudes and beliefs of the received message.

The use of the term, symbolism and metaphor understood only by certain groups. For example, the medical term used doctors and nurses, many of which can not be understood by the public.

Understanding Non-Verbal different
There are non-verbal understanding that vary by group of men. Facial expressions, gestures and tone of voice on the meaning and purpose of the different groups terhap different sinks.

Overcoming Barriers to Communication
To communicate effectively, after identifying communication barriers that exist outside of the (environmental) and internal, the next step is to formulate a strategy on how we can overcome those obstacles.

Give feedback
That gives an explanation by combining the two forms kemunikasi verbal and non-verbal. This integration will be an impact on the audience reception.

Use of appropriate communication channels is crucial in determining the success or otherwise of a message is delivered. It is best to use a variety of channels it deems fit and able to do.

face communication
This method is more efficient, especially in order to avoid conflicts arising from a misunderstanding of the message that having a 'distortion' in the delivery process through the communication channel.

That is sensitive to other people's worlds. Consider the problems and situations faced and tried to adjust the best approach under the circumstances.

Right time
Devise a suitable time to deliver something. If both parties are in peak condition and unwilling, unable to concentrate given the failure of communication.

language already
Use simple and clear language allows a message to be understood quickly and produce appropriate action. Simple language means language that is understood by most people.

Words accompanied by deeds
That gives examples of acts described by words. This will clarify the true meaning to be conveyed.

Repetition appropriate
In certain circumstances, repetition of information to be made but should be appropriate and not annoy the listener.
Once you identify ways to overcome the barriers of communication the next step is to generate an effective communication. For this we need to integrate the skills to entertain and hear during interaction.

Listening Skills
Listening skills involves active listening, or also referred to as listening effectively. Listening effectively means not just listening to the words that are heard but also be sensitive to the feelings hidden visible through non-verbal.

Active listening
The ability to listen effectively is difficult to do. This is because we are often confused between "hearing" and "listening". "Hearing" means we only capture any sound that goes through the ear drum, but "Listening" is to understand what we hear. There are four things you need to do is to listen actively listen with empathy, namely, intensity, acceptance and a willingness to take responsibility for what is heard.

Empathy means that we try to put ourselves in the situation of others so we can feel as though the real situation. In this way we can understand what you want delivered rather than what we want to understand.
Active listener pays close attention to what they hear and continue to process the information in his mind. This can occur because our brains are actually able to handle four times the speed of speech sounds.

Total acceptance of what is heard without direct evaluation is difficult, especially if there are facts that are contrary to our opinions. Trtapi to listen actively and effectively, we need to suspend judgment and comment until the person is finished speaking.

Willingness to take responsibility for the overall purpose to be served by focusing on the elements of the feeling other than contents and also questions to ensure understanding.

Active listener hears with the ears, eyes and mind! In this way the spirit of the words that are heard can be captured. Something that is expressed not only involve the words alone, but also the feelings and emotions through tone of voice and non-verbal cues (non-verbal). Non-verbal communication involves eye movement, facial expression, body position and movement of the hands. All of these signals have important meanings to be interpreted to allow us to understand the whole.

Positive communication

Treatment of a person to interact with others in earnest and sincere. Behavior and speech, we will give an overview of whether it is positive or otherwise communicate. Positive communication that we do will reflect the quality of service we provide to our customers.

Types of Positive Communication

1. Tone of voice

2. maneuverability

3. Eye View ('Eye contact')

4. smile.

Tone of voice

One of the positive elements of communication is 'tone' or the tone of our voice when we talk. The study found that 45 percent of communication is the communication process comes from tone of voice and what we say.

Manner and tone of voice we say hello, or call our customer names, meanings of their own. Listeners can judge whether we are sincere, bored, angry, or simply just from the title we were. There are listeners or customers will make an assessment of the attitudes and behavior.

To adopt the tone of voice and the way calls to customers with good taste in the hearing and show the warmth, we'll have to keep practicing and do it whenever given the opportunity. Only by this method we will be able to establish good rapport with customers.

Factors that positively impact the customer of the way of clothes, patience and also the way he interacts with us, we can make customers feel respected and we need to be aware and sensitive to them. Although this is a small factor, but it can be tethered to our customers satisfied and happy to interact.

It is important comments of customers indicated a low tone of voice, polite and sincere.


Among the maneuverability that we have to pay attention to the facial expression (facial expression), the way we stand or sit, the way we show a distance between us and the customer, hand movements and neatness of our clothes. All this gives the message about ourselves to our customers. After all, we have to be careful because the maneuverability we demonstrate our true feelings at the time.

Eyes (Eye contact)

In addition to the tone of voice, eye contact '' or the eyes is also a key element in communication. When we talk to customers, how polite if we look ahead to our customers. This will show honesty, confidence and also a sign of respect.

How can we communicate with a variety of ways. Whether talking with them, using your hands or other body parts and sometimes we talk with signals simultaneously without realizing it.


People always say that smile bidders. Interaction with a smile is a form of communication that influence positively. With a smile can assure members of our supervision and be able to communicate with more positive again. This allows members under custody can submit any problems encountered and the supervisor is a leader who can be approached.

Due to the tone of voice, the way we talk, gestures and facial expressions we are directly involved when we communicate with people in our care, we are encouraged that we are always careful to keep the sound and behavior corresponds to the message that we want to Delivers.

Initiate interactions smile, soft voice and sweet face will be able to reflect that we are trying to provide a quality service and excellence.


Interaction is the most important in determining the throes of an organization. Effective interaction is the communication that takes place between members without incurring a lot of words.

Effective interaction is important because it may encourage someone to work well.

Four Principles of Interaction Management

1. Adding the interest rate itself

2. Listen with empathy

3. Ask for help in resolving the problem

4. Associating dignity or something valuable to him.

This principle can be used in the process of interaction by providing a positive thing first, followed by the negative and end with positive things. This method is known as the `sandwich 'or' PNP '.

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