For the past decade, citizens, having experienced the convenience of information at their fingertips through dealings with the private sector, now demand seamless, personalised government services with an assurance of information privacy and security.

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Summary

Customers have lost patience with the notorious ‘runaround’ and anything else perceived as bureaucratic red tape when interacting with government agencies. For the past decade, citizens have experienced the convenience of information at their fingertips through dealings with the private sector — and they like it. So now they demand seamless, personalised government services with an assurance of information privacy and security. Yet, unprecedented budget constraints, loss of human resources and inflexible infrastructures all impact how agencies can fulfil this growing demand.

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Kegiatan peningkatan pelayanan di RSU Banyumas kepada semua pelanggan baik pasien ,keluarga, penanggungjawab serta pelayanan pendidikan kepada institusi pendidikan selalu berorientasi pada konsep dasar yang disepakati manager mutu.yang digambarkan dalam “Process Busines Map RSU Banyumas sbb:

1. Quality control (QC) di semua lini pelayanan

2. Quality assurance (QA)pada proses pelayanan dan pelanggan masuk di RSU Banyumas.

Dalam QA dilakukan dalam rangka mendukung jaminan mutu pelayanan rumah sakit sehingga pelanggan akan merasa nyaman dan puas (sesuai dengan harapan)

Untuk QC, berfungsi untuk pengendalian dalam proses pelayanan RS yang dilakukan secara terus menerus baik pagi sore, maupoun malam sehingga akan terbentuk QA yang sesuai dengan harapan pelanggan. Bersambung……

• Ciptakan satu visi yang memberi inspirasi & Memimpin dengan memberi contoh
  1. Ciptakan suatu visi yang memberi inspirasi, kembangkan nilai-nilai untuk berbagi, beri arahan dan susunlah tujuan-tujuan yang jelas
  2. Ciptakan perubahan, pimpin perubahan tersebut, dan kelola hambatan untuk berubah
  3. Pimpin dengan teladan, kerjakan apa yang Anda ajarkan, susun sebuah contoh, dan berbagilah dalam menanggung resiko serta kesulitan
  4. Tunjukkan rasa percaya diri, hargai kemenangan (win respect) dan percaya tanpa melihat popularitas
• Berdayakan, Beri Insipirasi, dan Beri Semangat Orang Lain
  1. Enthusiastic, beri inspirasi dan semangat kepada orang lain, ciptakan lingkungan kerja yang positif
  2. Berdayakan orang lain, delegasika tugas, terbuka terhadap ide-ide, mempunyai rasa percaya terhadap kreatifitas orang lain
  3. Berkomunikasi secara terbuka dan santun, berikan arahan yang jelas, susun harapan yang jelas
  4. Mau untuk berdiskusi dan selesaikan/ pecahkan permasalahan, mendengar dengan memahami, beri dukungan dan bantuan
• Bangun sebuah team dan pimpinlah
  1. Gunakan pendekatan team, fasilitasi kerjasama, ikut sertakan semua orang, percayai kelompok Anda, rely on their judgement
  2. Keluarkan yang terbaik untuk orang-orang Anda, beri setuhan terhadap mereka, latih (coach) dan sediakan feedback
  3. Ijinkan untuk diskusi kelompok, bantu team Anda untuk mencapai putusan yang lebih baik
  4. Monitor progres, tapi jangan terlalu mengatur (micromanage), hindari supervisi yang tertutup, jangan overboss, jangan mendikte (diktator)

Creativity Defined

A “new” idea is a combination of old elements. Being able to devise new combinations depend on your ability to discern relationships between seemingly disparate items.⁸

‘Creativity is the juxtaposition of ideas which were previously thought to be unrelated.’ It is your ability to combine ideas in a unique way or to make useful associations among ideas.

“There is virtually no problem you cannot solve, no goal you cannot achieve, no obstacle you cannot overcome if you know how to apply the creative powers of your mind, like a laser beam, to cut through every difficulty in your life and your work.”⁶

You Are Creative!

Creativity is not about inventing something totally new, it is about making new – synergistic! – connections. You don’t have to be a special kind of person to be creative – everyone can do it. It’s not about who you are, it’s about what you do. You just need to start looking for multiple solutions rather than settling for just one, and give yourself permission to be playful and inquisitive, flexible and versatile.

Psychologists call the activities associated with idea generation “loose associative thinking” processes. Associative thinking is not linear or sequential. It is jumpy. To invent new connections, the maintenance of uncertainty is important for a time. “Closure is a killer; it strangles associative thinking, in favor of arriving at “an answer”. Early in the process, leveraging uncertainty, riding it, and valuing it are critical to developing robust ideas.”⁴

The Creative Thinking Process

Preparation

• collecting and sorting the relevant information

• analyzing the problem thoroughly

• exploring possible solutions

Incubation

• mental work – analyzing, synthesizing, imaging, and valuing – continues in your subconscious mind

• the parts of the problem separate and new combinations occur

Insight

• a new idea emerges into your conscious mind, either gradually or suddenly - often when you are in a relaxed frame of mind and are not thinking about the problem

Validation

• thorough testing of of a new idea, insight, intuition, hunch, or solution

Innovation vs Creativity

• Creativity – coming up with ideas

• Innovation – bringing ideas to life

1. Create an Inspiring Vision & Lead by Example

   1. Create an inspiring vision, establish shared values, give direction and set stretch goals

   2. Create change, lead change, manage resistance to change

   3. Lead by example; practice what you preach; set an example, and share risks or hardship

   4. Demonstrate confidence; win respect and trust without courting popularity

2. Empower, Inspire, and Energize People

   1. Be enthusiastic; inspire and energize people, create a positive work environment

   2. Empower people; delegate authority; be open to ideas; have faith in the creativity of others

   3. Communicate openly and honestly; give clear guidelines; set clear expectations

   4. Be willing to discuss and solve problems; listen with understanding; support and help

3. Build and Lead a Team

   1. Use team approach; facilitate cooperation; involve everyone; trust your group; rely on their judgment

   2. Bring out the best in your people; have common touch with them; coach and provide feedback

   3. Permit group decision; help your team reach better decisions

   4. Monitor progress, but don’t micromanage; avoid close supervision; do not overboss; do not dictat

Attitude Is Infectious and Drives Behavior

Your attitude is the first thing people pick up on in face-to-face communication.6 Just as laughing, yawning, and crying are infectious, attitude is infectious. Before you say a word, your attitudes can infect the people who see you with the same behavior. Somehow just by looking or feeling, you can be infected by another person’s attitude, and vice versa. When you are operating from inside a really useful attitude, such as enthusiasm, curiosity, and humility, your body language tends to take care of itself and sends out unmistakable signals of openness.

Confucius about Communication

[The superior man] acts before he speaks, and afterwards speaks according to his actions.

He who speaks without modesty will find it difficult to make his words good.

Silence is a true friend who never betrays.

Humorous Quotes “A good memory and a tongue tied in the middle is a combination which gives immortality to conversation.” – Mark Twain.

Effective Speaking

Perhaps the greatest single stumbling block to real communication is the one-sided nature of speaking. Most of us think of “communicating” as a one-way process. Two monologues do not make a dialogue, however. Exchange between you and your targeted prospect is the key to effective communication. So, listening is an active pursuit for selling your ideas.

What makes people listen? The three basic factors are:

1. Self-interest;

2. Who’s speaking; and

3. How they say it.

Understanding the basic principles of how we communicate and why we listen - what works, what doesn’t, and why - starts you on the road to a realistic appraisal of what you want to say and how you plan to say it.

What is NLP?

NLP is the psychology of excellence and the technology of achievement and success.

‘Neuro’ refers to the mind and how we organize our mental life. ‘Linguistic’ is about language, how we use it and how it affects us. ‘Programming’ is about our sequences of repetitive behavior and how we act with purpose. NLP is an accessible model to enhance effective communication, personal change and personal development.

“The way you think affects the internal and external language and the concepts you hold. This in turn affects the way you behave. It is a dynamic and synergistic process: the whole is greater than the sum of the parts. Any internal or external change to any of the components will have an impact on the whole.”⁸

Main Benefits of Using NLP

NLP explores how we think and feel and studies or ‘models’ excellence in every walk of life. NLP is first and foremost about action. By using NLP you can give yourself more conscious choice over what you do and the way you act. Using NLP at work and in your personal life will sharpen your skills and boost your achievements. “The theories and practices of NLP will help you discover what makes some people excel in all aspects of their lives, and will enable you to do the same.”⁸

The awareness of how you do what you do is the key to self-management and influence. You can’t control people or events, but you can manage our response to them. Your skill and your ability to manage yourselves directly affect the extent to which we achieve your goals.

Harnessing the Power of Your Unconscious Mind

Our unconscious mind has a far greater influence and can accomplish far more than the conscious. NLP practitioners make the unconscious conscious. They are more consciously aware of what they do unconsciously. This gives them the power of managing their personal development in a way that enables them to realize their true potential.

“NLP is a process of discovery and as such it is about continually uncovering new ways of thinking and working. It is a process of continuous learning and growth and is key to profound personal development… By using NLP you can give yourself more conscious choice over what you do and the way you act.”¹

Applications of NLP to Business

NLP has given rise to a trail of techniques that can be used both personally and professionally. They are used internationally in various business areas and enable you not only to reach and influence others, but also to reach and perfect the different parts of yourself.

NLP can also help managers analyze success secrets of their best employees applied by intuition and teach others these secrets, thus “cloning” success without cloning people.

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Neuro-linguistic programming

From Wikipedia, the free encyclopedia

Neuro-linguistic programming (usually shortened to NLP) is an interpersonal communication model and an alternative approach to psychotherapy^[1] based on the subjective study of language, communication and personal change.^[2] Some consider NLP to still be a set of techniques and strategies rather than a model or theory.^[3]

The field of NLP was co-created by Richard Bandler and linguist John Grinder in the 1970s. Their initial focus was pragmatic, modeling three successful psychotherapists, Fritz Perls (Gestalt Therapy), Virginia Satir (Family Systems Therapy), and eventually Milton H. Erickson (Clinical Hypnosis), with the aim of discovering the successful patterns of behavior and communication which distinguished these individuals from their peers. ^[4]

Today the predominant patterns of NLP, the application of those patterns, and many variants of NLP are found in seminars, workshops, books and audio programs in the form of exercises and principles intended to influence change in self and others. There is a great deal of difference between the depth and breadth of training and standards, and some disagreement between those in the field about which patterns are and are not “NLP”. While the field of NLP is loosely spread and resistant to a single comprehensive definition, there are some common principles and presuppositions shared by its proponents. Perhaps most generally, NLP aims to increase behavioral choice by the manipulation of personal state, belief and internal representation either by a practitioner/trainer, or by self-application. Some of the main ideas, many imported from existing counseling or psychotherapy practice, include:

• Problems, desires, feelings, beliefs and outcomes are represented in visual, auditory and kinesthetic (and sometimes gustatory, olfactory) systems.^[5]
• When communicating with someone, rather than just listening to and responding to what a person said, NLP aims to also respond to the structure of verbal communication and non-verbal cues.^[5]
• Certain language patterns such as the meta model of NLP can help clarify what has been left out or distorted in communication, to specify thinking and outcomes, reframe beliefs, and set sensory specific goals. In contrast, the Milton model language patterns are intentionally non-specific and metaphoric to allow the listener to fill in the gaps and make their own meaning from what is being said and find their own inner resources and solutions for problems.^[6]
• The actual state someone is in when setting a goal or choosing a course of action is also considered important. A number of techniques in NLP aim to enhance states by anchoring resourceful states associated with personal experience or model states by imitating others.^[7]

In the early 1980s, NLP was heralded as an important advance in psychotherapy and counseling^[8], and it attracted some interest in counseling research and clinical psychology. In the mid 1980s research reviews in The Journal of Counseling Psychology^[9] and by the National Research Council (1988; NRC) committee^[10] found little empirical basis for the claims about preferred representational systems (PRS) or assumptions of NLP, marking a decrease in research interest. While the title Neuro-linguistic programming implies a basis in neurology, computer science, and linguistics and it is often marketed as a new science, skeptics contend NLP is an “unproven psychological theory or treatment”^[11][8] and one of the many pseudoscientific^[12] or New Age forms of psychotherapy that have emerged in mental health practice.^[13] Few practitioners have presented their clinical data for peer-review and most have had little interest in empirical validation.^[14] NLP remains supported by its practitioners in the psychotherapy field and has influenced other forms of brief^[15] and eclectic^[16] interventions. Its models and tools have been used widely outside of psychotherapy in business communication, management training, teaching, executive coaching and motivational seminars.