of 51
7/25/2019 Basic Communication Skill_Komunikasi Dasar
1/51
Bisnis Manajemen
Applying Basic Communication Skill
Identify communication process
Accept and submit information
Select communication media
Conducted communication by telephone
7/25/2019 Basic Communication Skill_Komunikasi Dasar
2/51
Bisnis dan Manajemen
INDICATOR ! Ability to communicate as a re"uirement on site acti#ities are identified
!$ Communicate %ith super#isor and %ith friendare identified
!& Ask suggestion on communicate appropriately
!' Techni"ue of asking "uestions on con#ersationskills to collect and submit information
!( )se appropriate language
!* )Se feed back for imro#ement
+ATT,R - Communication
- Techni"ue of en"uire
- .eed back for impro#ement
ACTI/IT0 - ,1plain communication understanding
ST)D0 - +ention type and communication feature
- +ention communication elements
- +ention communication ability
- ,1plain techni"ue of en"uire
- ,1plain the usage of language #erbal and non#erbal
- De#elop proacti#e approach forcommunication impro#ement
2D ! Identify communication process
7/25/2019 Basic Communication Skill_Komunikasi Dasar
3/51
Bisnis dan Manajemen
According to 2amus Besar BahasaIndonesia3Balai 4ustaka $55$
Communication is sending and receiving a
message or news between two people or more until
message that intended can be comprehended
7/25/2019 Basic Communication Skill_Komunikasi Dasar
4/51
Bisnis dan Manajemen
According to Dinamika KomunikasiProf. Drs. Omong Uchjana. MA
Communication is a process of forwarding a
message by someone to others to inform, to sing
different tune opinion or behavior either directverbally or teared pass by media
7/25/2019 Basic Communication Skill_Komunikasi Dasar
5/51
Bisnis dan Manajemen
William. C.H & Wayn M !atty"!ussins Communications Princi#ls
and Mthoods$
Communication is a #rocss of %changinformation t'n indi(idual using rgular
systm through symol)signs or ha(iour and
action
7/25/2019 Basic Communication Skill_Komunikasi Dasar
6/51
Bisnis dan Manajemen
Conclusion *
Communication is a process of delivery and idea
acceptance, message, information or concept atwork, either on in format group or informal
7/25/2019 Basic Communication Skill_Komunikasi Dasar
7/51Bisnis dan Manajemen
+y#s of communicationFormal communication
Communication that can be in the form of command,
suggestion, report, meeting/density, or conference.
Communication InformalCommunication that not well-planned and is not
defined in organization structure.
Communication on Formal
Communication in between !formal-non formal"
7/25/2019 Basic Communication Skill_Komunikasi Dasar
8/51Bisnis dan Manajemen
.ormal communication characteristics6
,Information submitted have sanction
Closely related by process
-target of the management is to reach target specified
-#riginally come from opening command givenby authoritative one who
-Fre$uently use medium or media communication
7/25/2019 Basic Communication Skill_Komunikasi Dasar
9/51
Informal communication characteristics
Informal communication that%ithout ceremony ha#e the shape of
rumourContain relation and e1planation that
%ithout ceremony
The information comes from rumour
7a#e possibility contains informationthat oppose against companyimportance
7/25/2019 Basic Communication Skill_Komunikasi Dasar
10/51
Non-formal Communication
Communication has the character ofboth formal and informal
means of putting informal
communication to formalcommunication
Is a bridge bet%een formal andinformal to smooth the official tasks
Is channel for a leader to get ideaor ne% method
7/25/2019 Basic Communication Skill_Komunikasi Dasar
11/51
Re"uirement for communication skills
There is a mutually understanding rangefrom the sender and the recei#er of
information There is meaning e"uation about thing
being discussed
There is ability of employeeses in
conducting communication acti#ity
7/25/2019 Basic Communication Skill_Komunikasi Dasar
12/51
Component
%. communicator &. participants
'. message(. channel
). attitude/response
7/25/2019 Basic Communication Skill_Komunikasi Dasar
13/51
! 2omunicator
someone %ho deli#er ne%s3information or message
$! Communicant
someone %ho recei#ene%s3information or message
7/25/2019 Basic Communication Skill_Komunikasi Dasar
14/51
&! +essage
ne%s or information to be deli#ered
'! channel
media used as a channel to deli#erinformation
(! Attitude or response
a response of a person %ho get theinformation
7/25/2019 Basic Communication Skill_Komunikasi Dasar
15/51
7o% to ask "uestions effecti#ely
Techni"ue of raise "uestions for e1ample 6
Direct 8uestion
9eneral 8uestion
Open "uestion8uestion that raised :again;
.actual 8uestion
Retoric "ueston
Open-ended "uestion+oti#ated "uestion
7/25/2019 Basic Communication Skill_Komunikasi Dasar
16/51
Bisnis dan Manajemen
INDICATOR $! )nderstanding of information %hich hasbeen identified correctly
$!$
7/25/2019 Basic Communication Skill_Komunikasi Dasar
17/51
According to Burch dan Starter
Information is collecting = processing data
to deli#er kno%ledge and information
9!R Terry
Information is important data that pro#idegood kno%ledge
7/25/2019 Basic Communication Skill_Komunikasi Dasar
18/51
The >iang 9ie
Dictionary of Administrasi 4erkantoran
Information is %ord net%ork 3 sentence3picture3 or sign is %ritten other that containidea understanding or kno%ledge any thatcan be utili?ed by organi?ation leader in
taking decision
7/25/2019 Basic Communication Skill_Komunikasi Dasar
19/51
Deli#ering information techni"ue
! letter
$! gestures&! Signs@pictures
7/25/2019 Basic Communication Skill_Komunikasi Dasar
20/51
Bisnis dan Manajemen
On dli(ring information-things that '
ha( to #ut into considration *
.Us th asist 'ay
/.0im#l communication tool
1.Undrstanding 2uality3.+h us of sim#l communication
4.!nficial
7/25/2019 Basic Communication Skill_Komunikasi Dasar
21/51
Bisnis dan Manajemen
On gtting information -
som #oints to #ut into our attntion*
a.Communication skills
.5ci(r rs#ons
c.5ci(r kno'ldgd.0ocial systm
.Physical condition
7/25/2019 Basic Communication Skill_Komunikasi Dasar
22/51
Barrier on absorbing the informatin
! unskilled
$! Inappropriate response
&! >ess kno%ledge
'! >ess social system(! preudice
*! >anguage interpretation
! Distance and recei#er
! O#erloaded information! One-%ay information
7/25/2019 Basic Communication Skill_Komunikasi Dasar
23/51
Bisnis dan Manajemen
2D &! Selecting communicationmediaINDI2ATOR &! selecting the right media
&!$ using communication media
matter - understanding the communication media - type of communication media - function
>earning - e1plain the termE commmunicationmedia
4process - identify types of communication media
- identify the function of communicationmedia
7/25/2019 Basic Communication Skill_Komunikasi Dasar
24/51
Bisnis dan Manajemen
Communication media is media usedCommunication media is media used
on communication process toon communication process to
achie#e an obecti#eachie#e an obecti#e
Communication mediaCommunication media
7/25/2019 Basic Communication Skill_Komunikasi Dasar
25/51
Bisnis dan Manajemen
! to forward the message and information easilyto forward the message and information easily$!$! Send the information to other effectively.Send the information to other effectively.
&!&!shorten the length of time, to receive the messageshorten the length of time, to receive the message
and information to othersand information to others'!'!raise the beauty of the message /information which israise the beauty of the message /information which is
going to be deliveredgoing to be delivered
(!(!To make the message clear & understoodTo make the message clear & understood
*!*!clarify the messaage to be delivered.clarify the messaage to be delivered.
!!connect the two artiesconnect the two arties
.unction.unction
7/25/2019 Basic Communication Skill_Komunikasi Dasar
26/51
Types of communication media
According to its function@e1ternal
According to its usage@Internal
According to its target
7/25/2019 Basic Communication Skill_Komunikasi Dasar
27/51
Bisnis dan Manajemen
According to its function@According to its function@
,ksternal,ksternal
+edia Audio+edia Audio
e1ample 6 Radio3 Telepon3 Tapee1ample 6 Radio3 Telepon3 Tape
RecorderRecorder
+edia /isual+edia /isual
e1ample 6 Surat3 Chart3 4oster3e1ample 6 Surat3 Chart3 4oster3
TransparancyTransparancy
+edia Audio /isual+edia Audio /isual
e1ample 6 .ilm3 Tele#isi3 /ideoe1ample 6 .ilm3 Tele#isi3 /ideo
7/25/2019 Basic Communication Skill_Komunikasi Dasar
28/51
Bisnis dan Manajemen
According to its usage@According to its usage@
eksternaleksternal
pri#ate letterpri#ate letter
TelephoneTelephone meetingmeeting inter#ie%inter#ie% #isit#isit
7/25/2019 Basic Communication Skill_Komunikasi Dasar
29/51
Bisnis dan Manajemen
9eneral media9eneral media
e1ample6 Telepon3 Telegraph3 Tapee1ample6 Telepon3 Telegraph3 TapeRecorderRecorder
+ass media+ass mediae1ample 6 Surat 2abar3 +aalah3 .ilme1ample 6 Surat 2abar3 +aalah3 .ilm
According to its targetAccording to its target
7/25/2019 Basic Communication Skill_Komunikasi Dasar
30/51
Bisnis dan Manajemen
Ad#antage = disad#antage of
communication media
!udio
Ad#antage 6
ine1pensi#e
Can raise the listening fantasy
,asy to make and use Simple e"uiptment
7/25/2019 Basic Communication Skill_Komunikasi Dasar
31/51
Bisnis dan Manajemen
Disad#antages 6
Difficult to control
Sound "uality tend to decrease
If there is an error on it3 %e ha#e to make
the ne% one CanFt be intoduced in #isual
7/25/2019 Basic Communication Skill_Komunikasi Dasar
32/51
Bisnis dan Manajemen
+edia /isual
Ad#antage 6
The information deli#ered is clear
Cheap in making the product!
pelaksanaannya dapat menghemat tenaga
pembuatannya dan penggunaannya lebih mudah
7/25/2019 Basic Communication Skill_Komunikasi Dasar
33/51
Disad#antage 6
Need time to understand the definition
ItFs boring
generate undesirable friction
7/25/2019 Basic Communication Skill_Komunikasi Dasar
34/51
!udio "isual Media
Ad#antages 6
ItFs fun
The result is easy to understand The information is %ell-understood and "uick
The information is based on the real situation
7/25/2019 Basic Communication Skill_Komunikasi Dasar
35/51
Disad#antages 6
The clarity of the #oice is sometimesblurred
The process takes a long time
The process needs a big space ItFs "uite e1pensi#e
7/25/2019 Basic Communication Skill_Komunikasi Dasar
36/51
Types of Communication media Traditional
e1ample 6 letter3 7T3 Beduk3 ne%spaper3
2entongan3 %histle!
+odern
,1ample 6 Computer3T/3 7andphone3 Radio3
.a1imile3 telephone3 O743 >CD3
>aptop3 +icrophone!
7/25/2019 Basic Communication Skill_Komunikasi Dasar
37/51
Contoh 9ambarContoh 9ambar
+edia 2omunikasi Tradisional+edia 2omunikasi Tradisional
7/25/2019 Basic Communication Skill_Komunikasi Dasar
38/51
4ictures
+odern communication media
2D ' + l k k 2 ik i + l l i T l
http://presse.samsung.de/webdownloads/pressedownloads/LCD650_46_L30%20(350dpi).JPG7/25/2019 Basic Communication Skill_Komunikasi Dasar
39/51
Bisnis dan Manajemen
INDICATOR '! able to elaborate types of telephone con#ersation
'!$ able to recei#e =respond phonecall
'!& Can conduct call e1its
'!' Can terminate and close phone con#ersation
'!( able to submit telephone message
+ATT,R- Communication types by telephone
-
7/25/2019 Basic Communication Skill_Komunikasi Dasar
40/51
Definition of telephone connection
Telephone connection is %ay to conduct
Direct long distance call to deli#er and
recei#e a con#ersation Through electronictool from one party to other party!
7/25/2019 Basic Communication Skill_Komunikasi Dasar
41/51
Type of telephones
! Telephone
$! 4+BG H4ri#ate +anual Branch ,1change
&! 4ABG H4ri#ate Automatic Branch
,1change
7/25/2019 Basic Communication Skill_Komunikasi Dasar
42/51
Some Telephone connection 6
Intern
>ocal
>ong distance call International call
7/25/2019 Basic Communication Skill_Komunikasi Dasar
43/51
.rom its location6! Table 4hone
$!
7/25/2019 Basic Communication Skill_Komunikasi Dasar
44/51
Some points to be considered on
telephone con#ersation6
DonJt let telephone ring more than threetimes
Speak appropriately .air and friendly in speaking on the
phone
Be %ise in ans%ering to telephone
Speak efficiently in accordance %ithdiscussion intention
7/25/2019 Basic Communication Skill_Komunikasi Dasar
45/51
Some points to be considered on
recei#ing telephone6
! 4ick up the handle soon! DonFt let it ringmore than three times
$! greeting&! Identify yourself
'! )se official languageHformal3communicati#e Hclear3 brief3 easy to
understand(! +ake an important point on the noteH>4T
7/25/2019 Basic Communication Skill_Komunikasi Dasar
46/51
Some e"uiptment needed 6
! Telephone apparatus
$! calender
&! clock
'! stationary
(! +essage sheetH>4T
*! Internal e1tension numbers
! Book of incoming telephone
7/25/2019 Basic Communication Skill_Komunikasi Dasar
47/51
4reparation6
# +ake sure you ha#e the right telephone
number!
# 4repare the stationary
7/25/2019 Basic Communication Skill_Komunikasi Dasar
48/51
On telephone con#ersation6
! 4ress the right number$! If it is connected! Do greeting and identify
yourself&! Inform your intention briefly and clearly
'! +ake notes of the important detail(! ,nd the con#ersation by thanking and
greeting*! 4ut do%n the gadget slo%ly
7/25/2019 Basic Communication Skill_Komunikasi Dasar
49/51
7o% to make notes6
!
7/25/2019 Basic Communication Skill_Komunikasi Dasar
50/51
,1ample of Telephone message sheet
>embar 4esan Telepon H>4T To 6 KKKK Date 6 KKKK!!
KKK!! Time 6 KKKK!!
called 6 #isited 6 important 6
by 6 KKKKKKKKKKKKKKKKKKKKKKKKK!
company@institution 6 KKKKKKK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
address@No! Tel4 6 KKKKKKKKKKKKKKKKKKKKKKKKK!
%ill call back 6 please call back6
appointment 6 KKKKKKKKKKKKKKKKKKKKKKKKKK
note 6 KKKKKKKKKKKKKKKKKKKKKKKKKK
KKKKKKKKKKKKKKKKKKKKKKKKKK
recei#ed by 6 KKKKKKKKKKKKKKKKKKKKKKKKKK!
7/25/2019 Basic Communication Skill_Komunikasi Dasar
51/51
Telephone +essage
Date 6 KKKKKKKKKKK!!!!!! Time 6 KKKKKKKKKKKKKK
To 6 KKKKKKKKKKKKKKKKKKKKK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
+r@+rs@+s 6 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK
.rom 6 KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK
4hone 6 KKKKKKK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
- Telephone
- 4lease Call
-