7 Organizational Behavior - Communication (IND) (1).pdf

Organizational Behavior Communications (7) 1 Three Levels of Behavior in Organization (Robbins et al., 2013) Overview  Functions of Communication  The Communication Process  Communication Fundamentals  Key Communication Skills  Barriers in Communications  W...

Organizational Behavior Communications (7) 1 Three Levels of Behavior in Organization (Robbins et al., 2013) Overview  Functions of Communication  The Communication Process  Communication Fundamentals  Key Communication Skills  Barriers in Communications  What Is Communication?  Communication  The transfer and understanding of meaning.  Transfer berarti pesan diterima dalam bentuk yang dapat ditafsirkan oleh penerima (Transfer means the message was received in a form that can be interpreted by the receiver).  Memahami pesan tidak sama dengan penerima menyetujui pesan (Understanding the message is not the same as the receiver agreeing with the message).  Interpersonal Communication  Communication between two or more people  Organizational Communication  Semua pola, jaringan, dan sistem komunikasi dalam suatu organisasi (All the patterns, network, and systems of communications within an organization) 4 Human memory processes: a three-stage model  Functions of Communication  Control Komunikasi formal dan informal bertindak untuk mengendalikan perilaku individu Control Motivation dalam organisasi (Formal and informal communications act to control individuals’ behaviors in organizations).  Motivation Komunikasi menjelaskan kepada karyawan apa yang harus dilakukan, seberapa baik mereka telah melakukannya, dan apa yang dapat dilakukan untuk meningkatkan kinerja (Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance). Functions of  Emotional Expression Interaksi sosial dalam bentuk komunikasi kelompok Communication kerja memberikan cara bagi karyawan untuk mengekspresikan diri (Social interaction in the form of work group communications provides a way for employees to express themselves).  Information Individu dan kelompok kerja membutuhkan informasi untuk membuat keputusan atau melakukan Emotional pekerjaan mereka (Individuals and work groups Information need information to make decisions or to do their Expression work). 6  The Interpersonal Communication Process Exhibit 11.1 7  Distortions in Communications  Pengenalan/Pengkodean Pesan (Message Encoding)  Pengetahuan, sikap dan keterampilan pengirim berengaruh terhadap proses penyandian pesan (The effect of the skills, attitudes, and knowledge of the sender on the process of encoding the message).  The social-cultural system of the sender  The Message  Simbol yang digunakan untuk menyampaikan makna pesan (Symbols used to convey the message’s meaning).  Isi pesan itu sendiri (Symbols used to convey the message’s meaning).  Pilihan format pesan (The choice of message format).  Kebisingan mengganggu pesan (Noise interfering with the message).  The Channel  Pilihan pengirim dari saluran yang sesuai atau beberapa saluran untuk menyampaikan pesan (The sender’s choice of the appropriate channel or multiple channels for conveying the message).  Receiver  Pengaruh keterampilan, sikap, dan pengetahuan penerima pada proses decoding pesan (The effect of skills, attitudes, and knowledge of the receiver on the process of decoding the message).  Sistem sosial-budaya penerima (The social-cultural system of the receiver).  Feedback Loop  Distorsi saluran komunikasi yang mempengaruhi pesan balasan dari penerima ke pengirim (Communication channel distortions affecting the return message from receiver to sender). 8  Interpersonal Communication Methods ORAL COMMUNICATIONS WRITTEN COMMUNICATIONS  Speeches  Memos  Face-to-face  Traditional Mail  Telephone  Fax machines  Hotlines  Employee publications  Group meetings  Bulletin boards  Formal presentations  Audio- and videotapes NON VERBAL COMMUNICATIONS  Body movements  Gestures  Intonations  Facial expressions  Physical distance 9  Interpersonal Communication (cont’d)  Nonverbal Communication  Communication that is transmitted without words.  Suara dengan arti atau peringatan tertentu (Sounds with specific meanings or warnings).  Gambar yang mengontrol atau mendorong perilaku (Images that control or encourage behaviors).  Perilaku situasional yang menyampaikan makna (Images that control or encourage behaviors).  Pakaian dan lingkungan fisik yang menyiratkan status (Clothing and physical surroundings that imply status).  Body language: gerak tubuh, ekspresi wajah, dan gerakan tubuh lainnya yang menyampaikan makna (gestures, facial expressions, and other body movements that convey meaning).  Verbal intonation: penekanan yang diberikan pembicara pada kata atau frasa tertentu yang menyampaikan makna (emphasis that a speaker gives to certain words or phrases that conveys meaning). 10  Interpersonal Communication Barriers Filtering National Culture Emotions Language Interpersonal Information Communication Overload Defensiveness 11  Barriers to Effective Interpersonal Communication  Filtering  Defensiveness Manipulasi informasi yang disengaja Ketika terancam, bereaksi dengan cara yang untuk membuatnya tampak lebih mengurangi kemampuan untuk mencapai menguntungkan bagi penerima (The saling pengertian (When threatened, reacting in a deliberate manipulation of information to way that reduces the ability to achieve mutual make it appear more favorable to the understanding). receiver).  Language  Emotions Perbedaan arti dan cara khusus (jargon) di Mengabaikan proses berpikir rasional mana pengirim menggunakan kata-kata dan obyektif dan mengganti penilaian dapat menyebabkan penerima salah emosional ketika menafsirkan pesan menafsirkan pesan mereka (The different (Disregarding rational and objective meanings of and specialized ways (jargon) in thinking processes and substituting which senders use words can cause receivers to emotional judgments when interpreting misinterpret their messages). messages).  National Culture  Information Overload Budaya mempengaruhi bentuk, formalitas, keterbukaan, pola dan penggunaan Dihadapkan dengan sejumlah informasi informasi dalam komunikasi (Culture yang melebihi kapasitas individu untuk memprosesnya (Being confronted with a influences the form, formality, openness, quantity of information that exceeds an patterns and use of information in individual’s capacity to process it). communications). 12  Overcoming the Barriers to Effective Interpersonal Communications Mengatasi Hambatan untuk Komunikasi Interpersonal yang Efektif:  Gunakan Umpan Balik (Use Feedback)  Sederhanakan Bahasa (Simplify Language)  Mendengar aktif (Listen Actively)  Tahan emosi (Constrain Emotions)  Perhatikan Isyarat Nonverbal (Watch Nonverbal Cues) 13  Organizational Communications  Formal Communications Komunikasi yang mengikuti rantai komando resmi atau merupakan bagian dari komunikasi yang diperlukan untuk melakukan pekerjaan seseorang (Communication that follows the official chain of command or is part of the communication required to do one’s job).  Informal Communications Komunikasi yang tidak ditentukan oleh hierarki organisasi (Communication that is not defined by the organization’s hierarchy).  Memungkinkan karyawan untuk memenuhi kebutuhan mereka akan interaksi social (Permits employees to satisfy their need for social interaction).  Dapat meningkatkan kinerja organisasi dengan menciptakan saluran komunikasi yang lebih cepat dan efektif (Can improve an organization’s performance by creating faster and more effective channels of communication). 14  Organizational Communication Methods ORAL COMMUNICATIONS NON VERBAL COMMUNICATIONS  Speeches  Body movements  Face-to-face  Gestures  Telephone  Intonations  Hotlines  Facial expressions  Group meetings  Physical distance  Formal presentations COMPUTER AIDED WRITTEN COMMUNICATIONS COMMUNICATIONS  Memos  E-mail/Internet/Intranet  Traditional Mail  Computer conferencing  Fax machines  Voice mail  Employee publications  Teleconferences  Bulletin boards  Videoconferences  Audio- and videotapes 15  Communication Flows U D p Lateral o w w a n r w d a r d 16  Direction of Communication Flow Arah Arus Komunikasi dapat terdiri atas:  Downward Komunikasi yang mengalir dari atas ke karyawan untuk menginformasikan, mengarahkan, mengoordinasikan, dan mengevaluasi karyawan (Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees).  Upward Komunikasi yang mengalir dari karyawan ke atasan agar tahu/sadar akan kebutuhan karyawan dan bagaimana hal-hal dapat ditingkatkan untuk menciptakan iklim kepercayaan dan rasa hormat (Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect).  Lateral (Horizontal) Communication Komunikasi yang terjadi di antara karyawan pada tingkat yang sama dalam organisasi untuk menghemat waktu dan memfasilitasi koordinasi (Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect).  Diagonal Communication Komunikasi yang melintasi area kerja dan tingkat organisasi demi kepentingan efisiensi dan kecepatan (Communication that cuts across both work areas and organizational levels in the interest of efficiency and speed). 17  Three Common Organizational Communication Networks and How They Rate on Effectiveness Criteria Exhibit 11.4 18  Types of Communication Networks Jenis Jaringan Komunikasi terdiri atas chain network, whwwl network dan all-channel network  Chain Network Komunikasi mengalir sesuai dengan rantai komando formal, baik ke atas maupun ke bawah (Communication flows according to the formal chain of command, both upward and downward).  Wheel Network Semua komunikasi mengalir masuk dan keluar melalui pemimpin kelompok (hub) ke orang lain dalam kelompok [All communication flows in and out through the group leader (hub) to others in the group].  All-Channel Network Komunikasi mengalir bebas di antara semua anggota tim kerja (Communications flow freely among all members of the work team). 19  Types of Organizational Comunications Komunikasi Formal The Grapevine  Face-to-face (man-to-man) An informal organizational communication  Formal meetings network that is active in almost every (An informal organizational communication network  Informal meeting (gathering, family that is active in almost every. dinner, children party, coffee  Menyediakan saluran untuk masalah morning) yang tidak cocok untuk saluran komunikasi formal (Provides a channel for  Correspondences (letters, faxes, issues not suitable for formal communication emails ect) channels).  Technology usages (internet, intranet,  Dampak informasi yang teleconference, video conferences, disampaikan selentingan dapat web-site ect) diatasi dengan komunikasi yang  Printed (managizes, brochures, wall- terbuka dan jujur dengan karyawan board) (The impact of information passed along the grapevine can be countered by  Public (PA, non-verbal/signs ect) open and honest communication with employees). 20 Basic Communication Skills Profile __________________________________________ Communication Order Learned Extent Used Extent Taught ____________________________________________ Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth First  Basic Communication Skills Meaning Kesalahan tentang Mendengarkan (Fallacies about  Mendengarkan adalah dengan Listening) pikiran (Listening is with the  Listening is not my problem! mind)  Listening and hearing are the same  Mendengar dengan indera (Hearing with the senses)  Good readers are good listeners  Mendengarkan itu sadar  Smarter people are better listeners (Listening is conscious).  Listening improves with age  Learning not to listen  Proses aktif memunculkan  Berpikir tentang apa yang akan kita katakan daripada informasi (An active process of mendengarkan pembicara (Thinking about what we are going to say rather than listening to a speaker) eliciting information)  Berbicara ketika kita seharusnya mendengarkan (Talking when we should be listening)  Ide, sikap, dan emosi (Ideas,  Mendengar apa yang kita harapkan untuk didengar attitudes and emotions) daripada apa yang sebenarnya dikatakan (Hearing what we expect to hear rather than what is actually said)  Interpersonal, pertukaran lisan  Tidak memperhatikan (keasyikan, prasangka, egoisme, (Interpersonal, oral exchange) stereo-tipe) [Not paying attention (preoccupation, prejudice, self-centeredness, stereo-type)]  Listening skills are difficult to learn Basic Communication Skills Tahapan Proses Mendengarkan Hambatan untuk Mendengarkan (Listening Process Stages) Aktif (Barriers to Active Listening)  Hearing  Environmental barriers  Focusing on the message  Physiological barriers  Comprehending and  Psychological barriers interpreting  Selective Listening  Analyzing and Evaluating  Negative Listening Attitudes  Personal Reactions  Responding  Poor Motivation  Remembering  How to Be an Effective Listener What You Think about What You Feel about Listening? Listening?  Understand the complexities of  Ingin mendengarkan (Want to listen) listening  Tunda penilaian (Delay judgment)  Prepare to listen  Akui bias Anda (Admit your biases)  Jangan abaikan subjek "kering“ (Don’t  Adjust to the situation tune out “dry” subjects)  Focus on ideas or key points  Terima tanggung jawab untuk memahami (Accept responsibility for  Memanfaatkan perbedaan kecepatan understanding) (Capitalize on the speed differential)  Dorong orang lain untuk berbicara  Organize material for learning (Encourage others to talk) What You Do about Listening ?  Lakukan kontak mata dengan pembicara (Establish eye contact with the speaker)  Buat catatan secara efektif (Take notes effectively)  Jadilah pendengar yang terlibat secara fisik (Be a physically involved listener)  Hindari tingkah laku negative (Avoid negative mannerisms)  Latih otot-otot pendengaran Anda (Exercise your listening muscles)  Follow the Golden Rule (Golden rule: etika timbal balik dengan memperlakukan orang lain sebagaimana kita ingin diperlakukan)  Active Listening Behaviors Source: Based on P.L. Hunsaker, Training in Management Exhibit 11.3 Skills (Upper Saddle River, NJ: Prentice Hall, 2001). 25  Feedback Feedback Skills Developing Effective Feedback Skills  Positive vs. Negative Feedback  Fokus pada perilaku tertentu (Focus on  Umpan balik positif lebih mudah dan specific behaviours) akurat dirasakan daripada umpan balik  Jaga agar umpan balik tetap impersonal negative (Positive feedback is more readily and accurately perceived than negative feedback) (Keep feedback impersonal)  Umpan balik positif sesuai dengan apa  Jaga agar umpan balik tetap berorientasi yang kebanyakan orang ingin dengar dan pada tujuan (Keep feedback impersonal) sudah percaya tentang diri mereka sendiri (Positive feedback fits what most people wish to  Buat umpan balik tepat waktu (Keep hear and already believe about themselves) feedback impersonal)  Umpan balik negatif kemungkinan besar  Pastikan paham (Ensure understanding) akan diterima ketika berasal dari sumber yang kredibel jika bentuknya objektif  Umpan balik langsung terhadap perilaku (Negative feedback is most likely to be accepted yang dapat dikontrol oleh penerima when it comes from a credible source if it is objective in form) (Direct feedback toward behaviour that is  Kesan subyektif membawa bobot hanya controllable by the recipient) ketika mereka berasal dari seseorang dengan status dan kredibilitas tinggi (Subjective impressions carry weight only when they come from a person with high status and credibility) Presentation Skills  Ide, konsep, atau masalah yang dibicarakan atau diucapkan kepada kelompok atau audiens (Ideas, concepts or issues talked about or spoken to a group or audience)  Public speaking adalah salah satu hal yang paling ditakuti (Ideas, concepts or issues talked about or spoken to a group or audience) “Aku bisa membodohi diriku sendiri” “I could make such a fool of myself ”  Keterampilan yang dibutuhkan untuk memberikan presentasi yang baik dapat dikembangkan (Skills required to give a good presentation can be developed) Persiapan adalah Kuncinya Preparation is the Key  Presentation Skills  Persiapan/Perencanaan  Presentation questions adalah langkah pertama di  What do you want to present tangga menuju kesuksesan (content)? (Preparation/Planning is the  Why do you want to present first step on the ladder to success) (purpose)?  Where will you be presenting (place)?  Aspek dalam pengembangan  How do you want to present (words to presentasi yang baik (Aspects be used or not, slides to be used) in the development of a good  Who is your audience? presentation)  Preparation: Audience Analysis  Self Centered (Self)  What is the audience interested in  Audience Centered  What does the audience want (Audience)  What does the audience already know  Subject Centered and needs to know (Material)  What are their needs, expectations from this presentation “I want (who) to (what) (where,  How will the audience benefit from when and how) because (why)” this presentation Presentation Skills Audience analysis (cont’ed)  Structuring the presentation  Structure the content in line with  2 to 2.5 mins--- the audience’s needs opening/beginning  What do you want to tell the audience?  20 to 21 mins--- middle  What is your objective? section  Prepare keeping in mind the time  2 to 3 mins --- closing/end allotted  5 mins --- questions  Anticipate the questions and  UJIAN SIDANG SKRIPSI prepare  Collect material from a variety of /TESIS HANYA 20 menit sources !!!!  Arrange points logically and sequentially  Prepare handouts as well  Presentation Skills  The Begining  Preparation – Structure  Sequence should be logical &  Harus dirancang dengan hati- understandable hati (Should be carefully  Ringkasan sementara - Rekap (Interim designed) summaries- Recaps)  Value of visual aids-flip charts,  Get attention handouts etc. - shock, humour, question,  Prepare Closing story, facts & figures  Last 2 to 2.5 minutes are as critical as - Latih dengan baik namun the first five minutes for a successful alami (well rehearsed yet presentation  Summarize- highlight important points natural)  Saran tindakan - apa yang harus  Motivate audience to listen dilakukan dan kapan, di mana dan - listen to their needs bagaimana melakukannya (Suggest action- what to do and when, where and how to do it)  Presentation Skills  Demam Panggung (Stage  Pengiriman yang Efektif Fright) (Effective Delivery)  Setiap orang memilikinya sampai  Jadilah aktif – bergerak (Be active taraf tertentu (Everyone has it to some – move) degree)  Buatlah gerakan yang terarah –  Dapat digunakan secara konstruktif terkontrol (Be purposeful - (Can be used constructively) controlled gestures)  Masalah utamanya bukanlah  Variasi – vokal (nada, volume, menghilangkan rasa takut (Key issue laju) [Variations – vocal (pitch, is not elimination of fear) volume, rate)] Instead channel the energy to  Be natural generate an effective  Bersikaplah langsung – jangan presentation hanya berbicara di depan audiens, bicaralah dengan mereka (Be direct – don’t just talk in front of the audience talk to them)  Presentation Skills Sensitivity to the audience  Verbal Communication  “See” the audience – eye contactbarriers  Take non-verbal feedback  Speaking too fast - congruent and incongruent  Using jargon body language  Tone and content  Modify to meet audience needs  Complicated or ambiguous  Don’t just make it as a language presentation  Not questioning  Physical State of the audience  Presentation Skills  Handling Questions  Visual Aids  Jangan bingung (Do not get confused)  Saat menggunakan proyektor, menghadap  Anda tidak seharusnya tahu segalanya (You hadirin saat berbicara (While using a over head projector face the audience while talking) are not supposed to know everything)  Point with a pen  Antisipasi dan siapkan jawaban (Anticipate and keep answers ready)  Pencahayaan yang tepat (Appropriate lighting)  Terkadang pertanyaan itu sendiri  Gunakan ragam warna (Watch the colours) memberi Anda petunjuk untuk menyoroti sudut pandang Anda (Sometime questions  Pastikan visibilitas yang jelas (Ensure clear visibility) themselves give you a lead to highlight your point of view)  10 lines, 10 words per line  So to conclude:  Persiapkan dengan baik (Always prepare)  Menyalurkan rasa takut Anda (Channelize you fear)  Berinteraksi dengan audiens Anda (Interact with your audience)  Information Technology  Benefits of Information  Networked Computer Systems Technology (IT)  Linking individual computers to create an  Increased ability to monitor individual and team organizational network for communication performance and information sharing.  Better decision making based on more complete  E-mail information  Instant messaging  More collaboration and  Voice-mail sharing of information  Fax machines  Greater accessibility  Electronic Data Exchange (EDI) to coworkers  Teleconferencing  Types of Network Systems  Videoconferencing  Intranet  An internal network that uses Internet technology and is accessible only to employees.  Extranet  An internal network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers and vendors.  Wireless capabilities 34  How IT Affects Organization  Removes the constraints of time and distance  Allows widely dispersed employees to work together.  Provides for the sharing of information  Increases effectiveness and efficiency.  Integrates decision making and work  Provides more complete information and participation for better decisions.  Creates problems of constant accessibility to employees  Blurs the line between work and personal lives. 35  Current Communication Issues Being connected versus  Managing the being concerned Organization’s  Managing Internet gripe sites as a Knowledge Resources valuable resource for unique insights  Build online information into the organization. databases that employees can  Employee complaints (“hot-button” issues) access.  Customer complaints  Create “communities of practice”  Responding to Internet gripe sites for groups of people who share a  Recognized them as a valuable source of concern, share expertise, and information. interact with each other.  Post messages that clarify misinformation.  Take action to correct problems noted on the site.  Set up an internal gripe site.  Continue to monitor the public gripe site. 36  SELESAI 37