MENINGKATKAN KEMAMPUAN KOMUNIKASI

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MENINGKATKAN KEMAMPUAN KOMUNIKASI

• Use simple, clear language
• Jargon bahasa golongan tertentu
• Kiss keep it short and simple
• Become an active, attentive listener
• Effective listening ? HURIER MODEL
• Hearing, Understanding, Remembering,
  Interpreting, Evaluating, Responding.

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HURIER model
HEARING paying careful attention to what is
being said
UNDERSTANDING comprehending the message being
sent
REMEMBERING being able to recall the
message being sent
EFFECTIVE LISTENING
RESPONDING replying to the sender letting him or
her know you are paying attention
EVALUATING not immediately passing judgment on
the message being sent
INTERPRETING not reading anything into the
message the sender is communicating
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MENINGKATKAN KEMAMPUAN KOMUNIKASI

• Gauge the flow of information avoiding overload
• Overload the condition in which a unit of an
  organization becomes overburdened with too much
  incoming information
• Use gatekeeper ( individuals who control the flow
  of information )
• Use queuing ( lining up incoming information so
  it arrives in an orderly fashion )

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Overload A problem that can be solved
Problems
Message A
OVERLOAD too many messages reaching a person at
once
Person
Message B
Message C
Solutions
Message A
use GATEKEEPER to control the number of
incoming message received
GATEKEEPER
Person
Message B
Message C
Message C
use QUEUING to present message in order
Person
Message A
Message B
Message C
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MENINGKATKAN KEMAMPUAN KOMUNIKASI

• Give and receive feedback opening channels of
  communication
• 360 degree feedback
• Suggestion systems
• Corporate hotlines
• Informal meetings
• Employee surveys

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Be a Supportive Communicator Enhancing
Relationship

• Supportive communication
• Any communication that is accurate and honest
  and that builds and enhances relationships
  instead of jeopardizing them
• Focus on the problem, not the person
• Honestly say what you mean
• Own your decision ? do not hesitate to make clear
  exactly what you did and what you feel
• Use validating language (language that makes
  people feel recognized and accepted for who they
  are)
• Validating language language that makes people
  feel recognized and accepted for who they are.
• Invalidating language Language that arouses
  negative feelings about ones self-worth.
• Keep the conversation going
• Conjunctive statements statements that keep
  conversation going by connecting one speakers
  remark to anothers.
• Disjunctive statements statements that are
  disconnected from a previous statement , tending
  to bring conversations to a close.

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Use Inspirational communication tactics

• Project confidence and power with
  emotion-provoking words
• Be credible
• Pitch your message to the listener
• Cut through the clutter
• Avoid junk word that dilute your message
• Use front loaded messages

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Physician Sales Service Where Keeping up
with Policies Is More Fun Than Any Policy Manual
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1. What is about the approach taken an PSS that
makes it so successful? Do you think this
approach would be as effective in an organization
in which you work? Why or why not?

• Menggunakan pendekatan yang lebih sederhana dan
  menyenangkan
• Membuat poster kartun yang menjelaskan mengenai
  kebijakan perusahaan
• Membuat kartu berukuran kantong bagi semua
  karyawan untuk dibawa
• Menggunakan 100 point checklist ( The blue ribbon
  book )
• -gt pass or fail
• Pendekatan ini efektif dilakukan dalam organisasi
  karena karyawan cenderung menyukai cara cara
  pendekatan yang lebih santai daripada pendekatan
  dengan tipe militer / terlalu kaku

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2. What place, if any, do you believe formal
policy manuals have in an organization? Explain
where they may be most useful.

• Komunikasi formal pesan yang disebarkan
  berkaitan dengan pekerjaan resmi di dalam
  organisasi komunikasi mengikuti jalur hirarki
  dalam organisasi
• Komunikasi informal pesan yang disebarkan tidak
  resmi, jauh di luar kegiatan formal organisasi
  komunikasi terpisah dari struktur formal dan
  tidak mengikuti rantai komando

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2. What place, if any, do you believe formal
policy manuals have in an organization? Explain
where they may be most useful.

• Komunikasi formal ke atas, ke bawah, melintasi
  struktur organisasi
• Struktur organisasi mempengaruhi komunikasi
• Downward communication komunikasi ke bawah
  misal instruksi,arahan,perintah mengenai apa yang
  seharusnya dilakukan bawahan.

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2. What place, if any, do you believe formal
policy manuals have in an organization? Explain
where they may be most useful.

• Upward communication komunikasi ke atas misal
  saran untuk perbaikan,laporan status,reaksi
  terhadap isu berkaitan dengan kerja,ide-ide baru.
• MUM effect keengganan untuk meneruskan berita
  jelek diperlihatkan baik dengan tidak meneruskan
  pesan sama sekali atau dengan cara mendelegasikan
  kepada orang lain.
• Horizontal communication pesan mengalir secara
  lateral (pada organisasi yang sama)
  dikarakteriktikkan dengan usaha untuk koordinasi
  (usaha untuk bekerja sama).

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3.How might the various techniques for improving
organizational communication described in this
chapter be used to communicate organizational
policies at PSS?

• Meningkatkan kemampuan komunikasi
• Use simple, clear language
• Jargon bahasa golongan tertentu
• Kiss keep it short and simple
• Become an active, attentive listener
• Effective listening ? HURIER MODEL
• Hearing, Understanding, Remembering,
  Interpreting, Evaluating, Responding.

14
3.How might the various techniques for improving
organizational communication described in this
chapter be used to communicate organizational
policies at PSS?

• Gauge the flow of information avoiding overload
• Use gatekeeper ( individuals who control the flow
  of information )
• Use queuing ( lining up incoming information so
  it arrives in an orderly fashion )

15
3.How might the various techniques for improving
organizational communication described in this
chapter be used to communicate organizational
policies at PSS?

• Give and receive feedback opening channels of
  communication
• 360 degree feedback
• Suggestion systems
• Corporate hotlines
• Informal meetings
• Employee surveys

16
3.How might the various techniques for improving
organizational communication described in this
chapter be used to communicate organizational
policies at PSS?

• Be a Supportive Communicator
• Enhancing Relationship
• Focus on the problem, not the person
• Honestly say what you mean
• Own your decision ? do not hesitate to make clear
  exactly what you did and what you feel
• Use validating language (language that makes
  people feel recognized and accepted for who they
  are)
• Keep the conversation going

17
3.How might the various techniques for improving
organizational communication described in this
chapter be used to communicate organizational
policies at PSS?

• Use Inspirational communication tactics
• Project confidence and power with
  emotion-provoking words
• Be credible
• Pitch your message to the listener
• Cut through the clutter
• Avoid junk word that dilute your message
• Use front loaded messages