{"id":247,"date":"2011-03-20T13:29:17","date_gmt":"2011-03-20T11:29:17","guid":{"rendered":"http:\/\/www.optimed.ro\/blog\/?p=247"},"modified":"2016-12-19T13:22:20","modified_gmt":"2016-12-19T11:22:20","slug":"comunicarea-%e2%80%93-necesitate-si-factor-de-succes-in-practica-oftalmologiei-optometriei-abordarea-%e2%80%9cpacientilorclientilor-problema%e2%80%9d","status":"publish","type":"post","link":"https:\/\/www.optimed.ro\/blog\/comunicarea-%e2%80%93-necesitate-si-factor-de-succes-in-practica-oftalmologiei-optometriei-abordarea-%e2%80%9cpacientilorclientilor-problema%e2%80%9d\/","title":{"rendered":"Comunicarea \u2013 necesitate \u015fi factor de succes \u00een practica oftalmologiei, optometriei. Abordarea \u201cpacien\u0163ilor\/clien\u0163ilor problem\u0103\u201d"},"content":{"rendered":"<p>Comunicarea eficient\u0103 \u00eentre pacient \u015fi specialistul oftalmolog sau optometrist este un factor important pentru succesul practicii. \u00centr-un mediu din ce \u00een ce mai concuren\u0163ial abilit\u0103\u0163ile de comunicare \u2013 poate mai ales cele ce \u0163in de comunicarea non-verbal\u0103, devin un atu decisiv.<\/p>\n<p><!--more--><\/p>\n<h4>Comunicarea cu diverse tipologii de pacien\u0163i<\/h4>\n<p>Aspectele problematice ale atitudinii, comportamentului unei persoane pot \u0163ine de diver\u015fi factori: personali, mediul \u00een care se afl\u0103, situa\u0163ia cu care se confrunt\u0103 etc.<\/p>\n<p>Pacien\u0163ii \u015fi clien\u0163ii &#8211; \u00een cea mai mare parte, percep \u015fi decodific\u0103 indiciile non-verbale ale comportamentului specialistului, deduc\u00e2nd cu destul\u0103 exactitate: \u00eencrederea, siguran\u0163a acestuia, respectul \u00eentre colegi. Atitudinea prietenoas\u0103, tonul \u00eencrez\u0103tor \u015fi abordarea profesional\u0103 sunt elemente ce cresc nivelul de satisfac\u0163ie al pacien\u0163ilor \u015fi clien\u0163ilor dincolo de serviciul sau produsul propriu-zis.<\/p>\n<p>\u00cen ce prive\u015fte anumite tipuri de pacien\u0163i sau clien\u0163i, comunicarea poate avea \u00een vedere urm\u0103toarele aspecte:<\/p>\n<p><strong>&#8220;Pacientul \/ clientul problematic&#8221;<\/strong><\/p>\n<p><em>Adreseaz\u0103 multe \u00eentreb\u0103ri nerelevante, are mereu ceva de care s\u0103 se pl\u00e2ng\u0103, nu e niciodat\u0103 cu adevarat mul\u0163umit, fiind genul de pacient pe care l-am direc\u0163iona spre&#8230; concuren\u0163\u0103!<\/em><\/p>\n<ul>\n<li>Nu considera\u0163i un asemenea comportament a fi o \u2018ofens\u0103 personal\u0103\u2019 \u015fi \u00eencerca\u0163i s\u0103 g\u0103si\u0163i o solu\u0163ie.<\/li>\n<li>Adresa\u0163i \u00eentreb\u0103ri \u00eenchise (cele al c\u0103ror r\u0103spuns e cu \u2018da\u2019 sau \u2018nu\u2019).<\/li>\n<li>\u00cen niciun caz \u2018nu intra\u0163i pe terenul lui\u2019 \u00eencep\u00e2nd s\u0103-l contrazice\u0163i, s\u0103 v\u0103 certa\u0163i cu el.<\/li>\n<li>Dac\u0103 are o solicitare nejustificat\u0103, indica\u0163i-i ce pute\u0163i face \u00een schimb.<\/li>\n<li>P\u0103stra\u0163i o atitudine pozitiv\u0103.<\/li>\n<\/ul>\n<p><strong>\u201cPacientul \/ clientul prea t\u0103cut\u201d<\/strong><\/p>\n<p><em>Aici problema se pune \u00een a ob\u0163ine informa\u0163iile de care ave\u0163i nevoie.<\/em><\/p>\n<ul>\n<li>\u00cen primul r\u00e2nd, fi\u0163i calm \u015fi prietenos.<\/li>\n<li>Crea\u0163i o atmosfer\u0103 relaxat\u0103 \u00eenainte de a face ceva, vorbi\u0163i mai \u00eent\u00e2i despre ce ve\u0163i face: \u201cO s\u0103 v\u0103 aplic lentila pe ochi. Mai \u00eent\u00e2i pe cel drept, apoi pe cel st\u00e2ng. V\u0103 sim\u0163i\u0163i bine, e \u00een regul\u0103?\u201d<\/li>\n<li>Trece\u0163i de la \u00eentreb\u0103ri \u00eenchise la \u00eentreb\u0103ri deschise.<\/li>\n<li>Ajuta\u0163i-l, oferindu-i alternative de r\u0103spuns: \u201cUsc\u0103ciunea despre care vorbi\u0163i o resim\u0163i\u0163i tot timpul, la sf\u00e2r\u015fitul zilei sau doar ocazional?\u201d<\/li>\n<li>Fi\u0163i aten\u0163i la limbajul corpului: bra\u0163ele \u00eencruci\u015fate, de exemplu, sunt indiciu clar de respingere. \u00centr-o asemenea situa\u0163ie lua\u0163i o pauz\u0103 sau aborda\u0163i direct problema: \u201cMi se pare c\u0103 nu sunte\u0163i mul\u0163umit. \u00cemi pute\u0163i spune care este motivul \u015fi cum putem g\u0103si o solu\u0163ie?\u201d<\/li>\n<\/ul>\n<p><strong>\u201cPacientul \/ clientul vorb\u0103re\u0163\u201d<\/strong><\/p>\n<p><em>Devine obositor.<\/em><\/p>\n<ul>\n<li>\u00cencerca\u0163i s\u0103-l men\u0163ine\u0163i c\u00e2t mai aproape de subiect.<\/li>\n<li>Dac\u0103 e necesar, \u00eentrerupe\u0163i-l politicos.<\/li>\n<li>Folosi\u0163i aproape exclusiv \u00eentreb\u0103ri \u00eenchise.<\/li>\n<li>Rezuma\u0163i cele afirmate sintetiz\u00e2nd ce a spus (e o sugestie subtil\u0103 despre cum astepta\u0163i s\u0103 v\u0103 transmit\u0103 informa\u0163ii), cu formula: \u201cPot s\u0103 rezum ce a\u0163i spus pentru a nu ne \u00eendep\u0103rta de subiect\u201d?<\/li>\n<\/ul>\n<p><strong>\u201cPacientul \/ clientul agitat\u201d<\/strong><\/p>\n<p><em>\u00cencerca\u0163i s\u0103 relaxa\u0163i atmosfera oferindu-i un pahar cu ap\u0103, un ceai..<\/em><\/p>\n<ul>\n<li>Transmite\u0163i-i o stare de calm \u015fi siguran\u0163\u0103.<\/li>\n<li>\u00centreba\u0163i frecvent: \u201cAve\u0163i vreo \u00eentrebare referitor la ce am spus? Dori\u0163i s\u0103 repet sau s\u0103 v\u0103 explic altfel?\u201d<\/li>\n<li>Ascultarea activa e foarte important\u0103 \u00een acest caz. L\u0103sa\u0163i pacientul s\u0103 termine ce are de spus, nu-l \u00eentrerupe\u0163i.<\/li>\n<li>Folosi\u0163i un ton cald.<\/li>\n<li>Evita\u0163i jargonul profesional.<\/li>\n<li>Explica\u0163i-i pe scurt ce anume ve\u0163i face \u015fi de ce pentru a se sim\u0163i confortabil \u015fi face\u0163i acel lucru c\u00e2nd sim\u0163i\u0163i c\u0103 e relaxat.<\/li>\n<\/ul>\n<p>\u00cen num\u0103rul urm\u0103tor:<br \/>\n\u201cPacientul\/clientul sup\u0103rat\u201d<br \/>\n\u201cPacientul\/clientul atot\u015ftiutor\u201d<br \/>\n\u201cPacientul\/clientul \u00een v\u00e2rst\u0103\u201d<\/p>\n<p>__________<br \/>\nDup\u0103 un material de Helmer Schweizer, Optometrist, Head of Marketing and Professional Affairs IDM and South Africa<\/p>\n<p><a href=\"http:\/\/optimed.ro\/newsletter\/2011-03-21\/Comunicarea-necesitate-si-factor-de-succes-in-practica-oftalmologiei.pdf\" title=\"Comunicarea \u2013 necesitate \u015fi factor de succes \u00een practica oftalmologiei\" target=\"_blank\">Descarca PDF<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comunicarea eficient\u0103 \u00eentre pacient \u015fi specialistul oftalmolog sau optometrist este un factor important pentru succesul practicii. \u00centr-un mediu din ce \u00een ce mai concuren\u0163ial abilit\u0103\u0163ile de comunicare \u2013 poate mai ales cele ce \u0163in de comunicarea non-verbal\u0103, devin un atu decisiv.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[30,7,32],"tags":[],"class_list":["post-247","post","type-post","status-publish","format-standard","hentry","category-lentile-de-contact","category-newsletter","category-noutati-promotii-lentile-de-contact"],"publishpress_future_action":{"enabled":false,"date":"2026-10-17 03:52:31","action":"change-status","newStatus":"draft","terms":[],"taxonomy":"category","extraData":[]},"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/posts\/247","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/comments?post=247"}],"version-history":[{"count":2,"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/posts\/247\/revisions"}],"predecessor-version":[{"id":2575,"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/posts\/247\/revisions\/2575"}],"wp:attachment":[{"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/media?parent=247"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/categories?post=247"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.optimed.ro\/blog\/wp-json\/wp\/v2\/tags?post=247"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}