8/8/2019 10. komunikasi

1/23

15-1

Interpersonal Communication Communication

the transmission of information and meaning from one party toanother through the use of shared symbols

sender- initiates the process by conveying information

has a meanings/he wishes to communicate encodesthe meaning into symbols

transmitsthe message through some channel

receiver- person for whom the message is intended

decodesthe messages attempts to interpretthe senders meaning

may provide feedbackby encoding a message inresponse

noise- interference in the system that blocks understanding

8/8/2019 10. komunikasi

2/23

15-2

A Model Of The Communication Process

Receiver4. Decoding

5. Perceived meaning

Person B

Sender6. Intended meaning

7. Encoding

Sender1. Intended meaning

2. Encoding

Person A

10. Intended meaning

9. Decoding(receiver)

8.Communication

channel

3. Communication

channel

Two-waycommunicationif B sends

feedback to A

One-waycommunication

8/8/2019 10. komunikasi

3/23

15-3

Interpersonal Communication (cont.)

One-way communication

process in which information flows in only one direction

no feedback from the receiver

faster and easier for sender

Two-way communication

process in which information flows in two directions

receiver provides feedback

basis for constructive exchanges

more difficult and time consuming

more accurate

8/8/2019 10. komunikasi

4/23

15-4

Interpersonal Communication (cont.)

Communication pitfalls

errors can occur in all stages of the communication process

perceptual and filtering processes create misinterpretation

perception- process of receiving and interpretinginformation

filtering- process of withholding, ignoring, ordistorting information

cannot assume the other person means what youthink s/he means or understands the intendedmeanings

e.g., problems arise because men and women differ in communicationstyle

8/8/2019 10. komunikasi

5/23

15-5

Interpersonal Communication (cont.)

Mixed signals and misperception

people do not attend to everything going on around them

people inadvertently send mixed signals

can avoid these problems by taking the time to:

ensure that the receiver attends to the message

consider the receivers frame of reference and

convey the message from that perceptualviewpoint

take concrete steps to minimize perceptual errorsand improper signals

send consistent messages

8/8/2019 10. komunikasi

6/23

15-6

Interpersonal Communication (cont.)

Oral channel

advantages - questions can be asked and answered

feedback is immediate and direct

receiver can sense the senders sincerity more persuasive

disadvantages

can lead to spontaneous, ill-considered statements

there is no permanent record of the communication

8/8/2019 10. komunikasi

7/23

15-7

Interpersonal Communication (cont.)

Written channel

advantages - message can be revised

provides a permanent record

message stays the same when sent to severalreceivers

receiver has more time to analyze the message

disadvantages - sender has no control over where, when, or ifthe message is read

sender does not receive immediate feedback

receiver may not understand parts of the message

message must be longer to answer anticipated

questions

8/8/2019 10. komunikasi

8/23

15-8

Interpersonal Communication (cont.) Electronic media

computers talk with others electronically

teleconferencing - groups of people in different locations interact

audioconferencing - using telephone lines

videoconferencing - see one another on televisionmonitors

advantages - sharing of more information

speed and efficiency in delivering routine messages

inexpensive disadvantages - difficulty in solving complex problems

e-mail most appropriate for routine messages

unsuitable for confidential information

8/8/2019 10. komunikasi

9/23

15-9

Interpersonal Communication (cont.) Virtual office

a mobile office in which people can work anywhere, as long asthey have the tools to communicate with customers andcolleagues

many benefits in the short run

questions remain about long-term effect on productivity andmorale

Managing the electronic load- sheer volume of communicationcan be overwhelming

reliance on teams promotes increasedcommunication

must separate important messages from the routine

discourage people from sending too many e-mail

messages

8/8/2019 10. komunikasi

10/23

15-10

Interpersonal Communication (cont.)

Communication networks

volume of communication received depends on position in thedecision-making structure

independent, decentralized decision makers have

the lowest communication needs

centralized decision makers need and are exposedto greater volumes of communication

some decentralized decision makers are sointerconnected that they require even moreinformation than centralized ones

interorganizational collaborations complicatecommunication networks even further

8/8/2019 10. komunikasi

11/23

15-11

Three Communication Networks

Independent,

decentralized

decision makers(cowboys)

Connected,decentralized

decision makers(cyber-cowboys)

Centralizeddecision makers

(commanders)

= places where actions are taken and information is generated

= centralized decision maker

8/8/2019 10. komunikasi

12/23

15-12

Interpersonal Communication (cont.) Media richness

degree to which a communication channel conveys information

the richest media:

are more personal than technological

provide quick feedback

allow lots of descriptive language

send different types of cues

Efficiency and effectiveness

rely on multiple channels when necessary

people must know how to use each channel properly

8/8/2019 10. komunikasi

13/23

15-13

Improving Communication Skills Improving sender skills

Presentation and persuasion skills

redundancy- state your viewpoint in a variety ofways

powerful messages are simple and informative Writing skills- require clear, logical thinking

strive for clarity, organization, readability, andbrevity

first draft rarely is as good as it could be be critical of your own writing

Language- word choice can enhance or interfere withcommunications

consider the receivers background and adjust yourlan ua e

8/8/2019 10. komunikasi

14/23

15-14

Improving Communication Skills (cont.) Nonverbal skills

signals other than those that are spoken or written

can support or undermine the stated message

nonverbal cues may make a greater impact than other signals

can send a positive message with nonverbal signals by: using time wisely

arranging the office to foster open communication

body language

facial expression and tone of voice

Nonverbal signals in different countries

need to correctly interpret the nonverbal signals of others

8/8/2019 10. komunikasi

15/23

15-15

Improving Communication Skills (cont.)

Improving receiver skills

Listening- good listening is difficult and not nearly as commonas needed

reflection- process by which a person states what

s/he believes the other person is saying

listening begins with personal contact

good listening leads to development of trust

Reading- reading mistakes are common and costly

read memos as soon as possible

note important points for later referral

read materials outside of your immediate concerns

8/8/2019 10. komunikasi

16/23

15-16

Improving Communication Skills (cont.)

Improving receiver skills (cont.)

Observing

effective communicators able to observe andinterpret nonverbal signals

personally visiting plants and other locations to geta first-hand view of operations

must accurately interpret what is observed

Effective supervision

communicate more information

prefer asking and persuadingto telling anddemanding

are sensitive to peoples feelings and needs

8/8/2019 10. komunikasi

17/23

15-17

Organizational Communication

Downward communication

information that flows from higher to lower levels in theorganizations hierarchy

problems:

information overload

lack of openness- withhold information even ifsharing is important

filtering- some information is left out message can be distorted by adding personal interpretation

the fewer the number of authority levels through which communicationmust pass, the less information will be lost or distorted

8/8/2019 10. komunikasi

18/23

15-18

Organizational Communication (cont.) Downward communication (cont.)

Coaching- important form of downward communication

dialogue with a goal of helping another be moreeffective and achieve her/his full potential on the job

used to deal with performance problems or to helpperson change behavior

coaches for executives sometimes hired fromoutside the firm

often incumbent on managers to coach themselves Downward communication in difficult times

communication important during mergers andacquisitions

full communication helps employees deal with

8/8/2019 10. komunikasi

19/23

15-19

Organizational Communication (cont.)

Downward communication (cont.)

Open-book management

practice of sharing with employees at all levels ofthe organization vital information previously meantfor managements eyes only

practice is controversial

done properly, complete communications systemmakes sense to people on the shop floor just as itdoes to the top executives

potentially impacts motivation and care forbusiness results

8/8/2019 10. komunikasi

20/23

15-20

Organizational Communication (cont.) Upward communication

information that flows from lower to higher levels in theorganization hierarchy

important for several reasons

managers learn whats going on employees gain from the opportunity to

communicate upward

facilitates downward communication

problems similar to those for downward communication Managing upward communication

managers should facilitate upward communication

managers must motivate people to provide valid

information

8/8/2019 10. komunikasi

21/23

15-21

Organizational Communication (cont.)

Horizontal communication

information sharing among people on the same hierarchical level

has several important functions

Managing horizontal communication

direct contact among managers

integrative roles, task forces, and project teams

management information systems

create a culture of openness, honesty, trust, andmutual obligation

8/8/2019 10. komunikasi

22/23

15-22

Organizational Communication (cont.) Formal and informal communication

formal communication- official, organization-sanctionedepisodes of information transmission

informal communication- more unofficial

grapevine- the social network of informalcommunications

helps people to interpret the organization

conveys information that the formal system leaves unsaid

Managing informal communication

managers need to work with the grapevine talk to the key people

prevent rumors from starting

neutralize rumors once they have started

8/8/2019 10. komunikasi

23/23

15-23

Organizational Communication (cont.)

Boundarylessness

boundaryless organization - organization in which there are nobarriers to information flow

ideas and information move to where they are

most needed

concept promoted and implemented by GeneralElectric