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.

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

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 )

Overload :
A problem that can be solved
Problems :

OVERLOAD
too many messages reaching a person at once Solutions : use GATEKEEPER to control the number of incoming message received

Message A Message B Message C Person

Message A Message B Message C

GATEKEEPER

Message C Person

use QUEUING to
present message in order

Message A

Message B

Message C

Person

MENINGKATKAN KEMAMPUAN KOMUNIKASI



Give and receive feedback : opening channels of communication

    

360 degree feedback Suggestion systems Corporate hotlines Informal meetings Employee surveys

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 one`s self-worth. Conjunctive statements : statements that keep conversation going by connecting one speaker`s remark to another`s. Disjunctive statements : statements that are disconnected from a previous statement , tending to bring conversations to a close.

Keep the conversation going



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

Physician Sales & Service :

Where Keeping up with Policies Is More Fun Than Any Policy Manual

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 ) -> 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

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

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.

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).

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.

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 )

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

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

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 emotionprovoking words  Be credible  Pitch your message to the listener  Cut through the clutter  Avoid junk word that dilute your message  Use front loaded messages