2018

Effective Organization
Communication skills For Doctors
馬 Laboratory Faculty Staff Training for
度 Indonesian Institute of Higher Education
芸
諮
商
Lecturer：Counselor Ms. Doris Ma
心 Date：6th November 2018
理 Doris Ma
師
 | Introduction | Doris Ma
Qualification:
1 Licensed Psychology Counselor:
Major in Organization Communication , Couple Counseling, Mid-Life Refueling.

Corporate Lecturer :
2 Training Program with more than 63 Hospitals, companies with City Bank, IBM,
P&G, Toyota Motor, etc. (covered Finance, Service, Technology Industries)

Career:
3 Columnist , the TV news Anchor, 3 Books Published Author.
 From Master of Speaking (Media)
To Art of Listening (Counselor)
What I learned Through my Career
Forms an Overall Understanding of Communication
 What
Do Everybody
Expect of
this Lecture?
 Healthcare facing the future:
Cope with Quantitative & Qualitative Change

• from IT (Information Technology) to DT (DATA Technology) Era

• Global-Budget-Payment-System Affects Doctor-Patient Relationship

• 3 HR Talent Recruiting Habits in the Future:

Profession, Big Data, Human-Centered Management

1 Diagnosis:
make the observation based
on the setting data, overall
analysis, estimate symptoms.
2 Suggestion:
Compare the object with system data
based on the previous experience to find
out the most suitable suggestion.
Will Big Data (AI)
Replace Humans?
3 Feedback:
Deliver the message in
an acceptable way for
the object, and update
the result into new
statistic to make the
system more powerful.
 Will Big Data (AI)
Replace Humans?
1 Diagnosis:
make the observation based
on the setting data, overall
analysis, estimate symptoms.

3 Feedback:
Deliver the message in an

2 Suggestion:
acceptable way for the
object, and update the
result into new statistic to
make the system more
powerful.
Compare the object with
AI being most system data based on
the previous experience
powerful here! to find out the most
suitable suggestion.
Human can make good use of
Noticing to Cover the Shortage of Data.
Will Big Data (AI)
Replace Humans?
1 Diagnosis:
make the observation based
on the setting data, overall 3 Feedback:
analysis, estimate symptoms. Deliver the message in an acceptable way for the object, and update
the result into new statistic to make the system more powerful.

Human can Communicate

Better with more Acceptable
Ways, as it’s Effective giving
2 Suggestion: Face to Face
Compare the object with system data based on
the previous experience to find out the most
Feedbacks and Corrections.
suitable suggestion.
The Power of Noticing:
Must be Built First
Beyond Your Professional Role

Information Integration
& Determination

The Power of Noticing

Ability of Communication
 Why Communication Is
Today's Most Important Skill
Classification Basis Response Basis Pluses & Minuses

AI Objective Classification By Statistics More Objective &

（Previous Experiences） more Fast Responses

Human Subjective Classification By Innovation More Realistic &

（Subjective + （Previous Experience + more Flexible Responses
Objective） Situational Judgment）
 3 Facets of Self
for Communication
According to C. Rogers' Self-Concept Theory,
The 3 Components of Self-Concept:

1. Social self:
how person sees self & and others see them.

2. Real Self: How person really is.

3. Ideal self: how person would like to be.
3 factors of Communication
For Healthcare workers
Real self
Self-Empathy

Ideal self
Empathy
SELF
with Patients Social self
Empathy with
Co-workers
The Core Formula
for the Training Today :

The Power of Noticing + Empathy = Effective Communication

Ineffective Communication: the Big gap of Information Divide

Story 7 : the Big gap of Information
Divide
from buying a cup of Starbucks
Coffee
 What 1 The other won’t tell you everything.

You Need
to Know 2 The emphasis to other people may
be different from your needs.

Before 3 Be humble, and admit that you may

not yet get the information collected
fully.
You Judge:
4 Therefore, we need more empathy.
 SUCCESS
It’s not always what you see
 What
is
Empathy?
 | Definition of Empathy |
Empathy is the capacity to understand or feel what another person is
experiencing from within their frame of reference, that is, the capacity to
place oneself in another's position.

That is, in the process of interpersonal communication, you can understand

the emotions and thoughts of others, understand the positions and feelings
of others, and think and deal with problems from the perspective of others.
Empathy Film
Empathy Validation Observation

Sympathy Praise Explanation

What is Empathy?
Please tell the differences:
Empathy Validation Observation

Sympathy Praise Explanation

What is Empathy?
Please tell the differences:
 What is Empathy?
Please tell the differences:
Empathy You must feel that you are pitiful !
Sympathy Poor you…
Validation I can see that you really worked hard to resist the disease this month.
Praise You are so pretty!
Observation When I check your temperature, you shivered. Are you feel nervous or cold?
Explanation Guess what? I bet he wants to harm you! You must find a way to stand against him!
 Understand:
What 1 try to place oneself in another's
position.
is
Empathy 2 Validate:
seeing someone made an effort.

? 3 Observe:
don’t add too much speculation and
explanation.
 Understand

Ask Good Question

Expression

Each of the 3 is Unique &

No More or Less Important than Any Other.
 My Client said……
Doctor’s Unintentional The Degradation from Colleague makes
Carelessness Distracted she want to switch to a Different Unit
Me a lot.(story 4) System.
3 Levels
of
Empathy
(umbrella)
3 Levels
of
Empathy
(ice cream)
3 Levels
of
Empathy
(toys attacking)
Which of the following types of empathy
you can carry out?
01. Make People Feel Better.
02. Relieve People From Suffering.
03. Still Put Yourself in Someone’s Shoes while You
are Attacked (scared or angry).
Empathy Story 2 :
A Young Doctor Could Still
Keep His Empathy While
Being Attacked

A patient who got a tracheostomy tube and

at the same time has lung infection
Empathy Story 2 :

This is the empathy showed from this

young doctor. Even if he was attacked,
he could still stand on the other’s
position and showed his empathy. He
expressed his understanding of what the
other said, he considered about the
other’s mood, and tried to reach an
agreement for both sides, then started
to explain.
 Challenges to being empathic,
Roadblocks to Empathy

• When other people show a lack of empathy

toward you,
you still need to being empathic.
 Challenges to being empathic,
Roadblocks to Empathy
• When other people show a lack of empathy toward you,
you still need to being empathic.

• When other people

formed beforehand opinion toward you,
you still need to being empathic.(story3)
Empathy Story 3 :
the young couple’s
conversation within the
bathroom
Empathy Story 3 :the young couple

It is very likely that the understanding of

each other may be completely different
because of our assumptions are different
at all. Therefore, we need to remind
ourselves to remain humble and to
confirm and communicate with a more
caring attitude.
The
Empathy 1 Self-Awareness
(3 advertising films)

that
Healthcare
Workers
2 Moment-to-Moment Awareness
(the moment you have difficulty to show the
empathy)

need are:
3 Empathy with Patients
or students
Break Time
By the end of December 2014, around 138 million
Indonesians had registered since JKN began in 2014.

The Indonesian government expects all Indonesian

citizens and residents (258 million) will be all joined
into JKN by January 1, 2019.
When the government should pay, it has an evaluation for
the hospitals. There are many projects in the evaluation
system, so the relationship begins to change.

We need to show the results to the patients, but also to the

government (they are all payers).

Therefore, except from the basic medical professions,

communication skills become the variables that affect
evaluation and efficacy most. (see Figure 1)
Figure 1

pay
So, communication is important!

Who you are & let people

know who you are.

What you think & let people

know what you think.
The Influences of Interpersonal Communication

Passive mode Proactive mode

consumer complaint Enhance Efficiency
frustrated, exhausted Relaxed, Pleased
negative self-concept Positive Self-Concept
 Take Taiwan as an example.
Many medical websites have
provided consultations and
even rated doctors.

http://www.5151.tw/questionview.php?id=100237
 (Website Translation)
Usually the elders are multiple diseases
sufferer, so the usage of drugs are more
complicated. It is suggested that find a
gastroenterologist check and evaluate for
you first to see whether it is caused by its
own physiological factors or the side
effects of the drugs. After that, the
medicine can be prescribed according to
the illness correctly. Bless you! !
https://5914.top1health.com/Questions/34890
2different Styles
of Doctors

Obstetrician(story 5)

Thoracic Physician(story6)
Empathy Story 5 :
The Obstetrician made her
cry!
Empathy Story 5 :
The Obstetrician made her cry!

When both doctor and patient can

trust each other, achieve the same
goals, and communicate concretely,
they will achieve the greatest effect.
The expression of empathy is not only
good intentions, but also trusts each
other and fully communications.
Empathy Story 6 :
The Empathy of a Thoracic
Physician
Empathy Story 6 :
The Empathy of a Thoracic Physician

This is the empathy showed from the

Thoracic Physician. She can do nothing,
but because of her empathy, she felt my
emotions, my anxiety, and then she
came up with this sentence to comfort
me within the job responsibility which
she was charging.
 Professional Caring
is important,
But
Increasing
Empathy Engagements
Benefits to Patients
More.
 You are Aware
You Empathize..
Did You still Have Huge Information Divide?
Can You Express Yourself Effectively?
 The
Basic
1 Listen Attentively

Skills 2 Repeat Briefly

of
Empathy 3 Emotions Reflection
 • To know is Easier than To Do
Well-Focused • For example:
Listening A friend called and mentioned that she
recently has a very difficult time with the
stressed-out boss…
 The
Basic
1 Listen Attentively

Skills 2 Repeat Briefly

of
Empathy 3 Emotions Reflection
 Paraphrasing
“ It’s so dark. I dare not to enter the room. ”
Your answer is:

1 Because you are afraid of darkness, you dare not to go over.

2 You dare not to go over because you are a coward.

1
3 You are afraid to go over due to worrying that somebody scares you off.
 Paraphrasing
“ It’s so dark. I dare not to enter the room. ”
Your answer is:

1 Because you are afraid of darkness, you dare not to go over.

2 You dare not to go over because you are a coward.

1
3 You are afraid to go over due to worrying that somebody scares you off.
Practice for Paraphrasing

“ I love eating high-calorie

foods. I feel so happy! ”
Your Answer is:
 The
Basic
1 Listen Attentively

Skills 2 Repeat Briefly

of
Empathy 3 Emotions Reflection
 Emotions Reflection
“ My colleague is really bad. He thinks that I am a new staff and
bullying me by asking me do everything! ”

1 You'd better do whatever he says, so as to avoid tough time.

2 Maybe you seem to be a nice person, therefore he asked for your help.

3 Nearly every new staff went through this worst phase.

4 Have you ever accidently doing anything wrong to offend him?

51 He asked you to do everything, and you feel very uncomfortable, is it right?

 The
Basic
1 Listen Attentively

Skills 2 Repeat Briefly

of
Empathy 3 Emotions Reflection
Empathy Skills Exercise
Practice1
The weather is sometimes hot and sometimes
cold. I cannot even stand it. Every time when I go
through this season, my temper becomes very bad
and I verbally abusive to everyone.

What is his feeling?

How to respond to him?
Empathy Skills Exercise
Practice2

How come this month is over! I am really

worried that it’s too late to get the final
exam fully prepared. "

What is his feeling?

How to respond to him?
 The
Basic
1 Listen Attentively

Skills 2 Repeat Briefly

of
Empathy 3 Emotions Reflection
Empathy Skills Exercise
Practice3
Well-Focused
CASE BACKGROUND Listening
+
John didn't go to work today. Tom was very
Paraphrasing
enthusiastic to help his colleague John to
+
make a reason to ask for a day off from the
Boss. The lie was exposed due to they are Emotions
not on the same tone. John was very angry Reflection
and he shunted Tom out. Tom was very
painful.
 How to
Communicate Effectively
with
Patients, Supervisor &
Junior Generation?
The Role of Empathy
In Teaching and
Supervision

(take the Supervisor

as an example)
 Things the OLD GENERATION may
pay special attention toward while
Communicating:

1 Facilitating instead of Teaching

2 Using Open Questions
1
3 Do not Focus on the Shortages
 3 Steps
to Talk 1 Empathize with Feelings

with
Patients 2 Validate the Process
&
Junior
Generation
3 Make a Suggestion
 3 steps to Effective Communication
To Patients To Students How about
Empathize I know it really hurts. I know that you will be a little to
with more nervous for the first time. Yourself?
Feelings

Validate You have worked hard But you were focused on learning
the to take the medicine this whole week.
Process on time.

Make I suggest that you keep If you can come to the clinic 10
a holding the pain for minutes in advance, you will be
Suggestion half an hour doing the fully prepared.
physical therapy.
 3 steps to Effective Communication with Junior & Self
To Junior Generation To Yourself
Empathize I know it’s really tough to you recently. Being a supervisor also needs to take care of
with the junior’s mood.
Honestly, who will take care of me?
Feelings
Validate Your efforts in the process were working But in the past six months, I have worked
the overtime every day and the writing the hard learning how to be a good supervisor.
report in great detail.
Process
Make I suggest that you discuss with your senior If only I spend ten minutes before going to
a colleagues before you plan each plan, so you work every day, think about the current state
can get twice the result with half the effort. of each employee.
Suggestion
Keep What do you think? Do I have time?
Flexible Is there any difficulty? Will I take it too much?
3 Steps to Empathy Talk
the Feelings

Validate the

Make a
 Summarize
The Communication Skills Learned Today
(to Junior Generation or Patients)

Thinking Well-Focused Listening Empathy with Feelings

+
from Paraphrasing Validate the Process
the other’s +
Emotions Reflection Make a Suggestion
Position
1 2 3
Mantra 1 Firstly, Listen carefully.

on
2
Communication
Remember the words he/she
said.

Beyond
All Skills
3 Thinking on the other’s position.

4 Then consider the other methods

together.
The Teacher Remembers
the Movements
of Each Student.
Empathy Story 1 :
the Dermatologist and
his Royal Drama
Empathy Story 1 :
the Dermatologist and his Royal Drama

What the doctor caring about this

patient’s needs was: The patient needed
to use role-playing to release her anxiety
and embarrassment from the medical
treatment. All his patients being treated
valued and all feel cherished.
 Bless You All
in Full of Harvest