Pertemuan 3 Komunikasi

ORGANIZATIONAL BEHAVIORORGANIZATIONAL BEHAVIORS T E P H E N P. R O B B I N SS T E P H E N P. R O B B I N S

E L E V E N T H E D I T I O NE L E V E N T H E D I T I O N

W W W . P R E N H A L L . C O M / R O B B I N SW W W . P R E N H A L L . C O M / R O B B I N S© 2005 Prentice Hall Inc. All rights reserved.© 2005 Prentice Hall Inc. All rights reserved.

PowerPoint Presentation by Charlie Cook

PowerPoint Presentation by Charlie Cook

Materi - 3

Komunikasi

© 2005 Prentice Hall Inc. All rights reserved. 10–2

After studying this chapter,you should be able to:1. Menjelaskan proses komunikasi

2. Kelebihan dan kekurangan komunikasi oral dan tulisan

3. Membandingkan efektivitas jalur komunikasi chain, wheel, dan all channel.

4. Mengidentifikasi faktor-faktor yang mempengaruhi penggunaan grapevine.

5. Mendiskusikan pengaruh Teknologi Informasi dalam proses komunikasi organisasi

6. Menjelaskan kepentingan pengayaan channel untuk meningkatkan efektivitas komunikasi

7. Mengidentifikasi halangan yang muncul dalam komunikasi efektif.

8. Menjelaskan potensi permasalahan yang muncul dalam proses komunikasi cross-cultural.

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Definisi KomunikasiDefinisi Komunikasi

Proses pengiriman ide atau pikiran, dari satu orang kepada orang lain dengan tujuan untuk menciptakan pengertian dalam diri orang yang menerimanya .......( C.A.Brown)

Proses penyaluran informasi dan pengertian dari satu orang ke orang lain ................(K.Davis)


Fungsi KomunikasiFungsi Komunikasi

Komunikasi adalah proses dimana fungsi-fungsi Management (Planning, Organizing, Actuiting, Leading, Controlling) dilaksanakan.

Komunikasi adalah sarana /media untuk mengaktualisasikan segala pengetahuan dan keterampilan seorang manager.

Komunikasi adalah kegiatan dimana manajer mencurahkan sebagian besar dari waktunya.


Elements of the Communication ProcessElements of the Communication Process

The sender (pengirim)

Encoding (pengkodean)

The message (pesan)

The channel (saluran)

Decoding (penafsiran – anti decoding)

The receiver (penerima)

Noise (gangguan)

Feedback (umpan balik)


The Communication Process ModelThe Communication Process Model

Communication Process

Tahapan-tahapan dalam proses transfer pemahaman dan pengertian yang dilalui mulai dari sumber pesan (resource/sender) hingga penerima sumber (receiver).


The Communication ProcessThe Communication Process

Channel– Media yang dipilih oleh pengirim informasi

(sender) untuk mengirimkan pesan ke penerima (receiver).

Types of Channels– Formal Channels

• Komunikasi yang berjalan sesuai kerangka/kaidah formil organisasi yang berlaku (professional activities of members).

– Informal Channels• Komunikasi yang berjalan secara personla/tidak formil

(biasa disebut personal or social messages in the organization). Komunikasi seperti ini biasanya muncul secara spontan atau tiba-tiba dan didominasi oleh pilihan/kehendak pribadi.


Pola Komunikasi dalam OrganisasiPola Komunikasi dalam Organisasi

Upward

Downward

Lateral


Pola Komunikasi dalam OrganisasiPola Komunikasi dalam Organisasi

Komunikasi Vertikal (Up/Down)

Komunikasi Horisontal


Komunikasi InterpersonalKomunikasi Interpersonal

Komunikasi Oral– Kelebihan : Kecepatan dan respon/feedback yang cepat.– Kekurangan: Resiko terjadi distorsi pesan.

Komunikasi Tertulis– Kelebihan : Tangible/nyata (fisik) dan dapat diverifikasi.– Kekurangan : waktu penyampaian dan respon/feedback

lebih lama. Nonverbal Communication

– Kelebihan : Mampu menyampaikan ‘komunikasi lain’ dan dapat mengeksplore perasaan dan emosi.

– Kekurangan : kesalahan persepsi dari ‘body language’ atau kesalahan interpretasi terhadap pesan yang disampaikan kepada penerima (salah tingkah).


Bentuk Jejaring Komunikasi (group)Bentuk Jejaring Komunikasi (group)

E X H I B I T 10–3E X H I B I T 10–3

2

1 3

45

melingkar

3

4 5

1

2

Y


Small-Group Networks and Effectiveness Criteria

Small-Group Networks and Effectiveness Criteria

E X H I B I T 10–4E X H I B I T 10–4

NETWORKS

Criteria Chain Wheel All Channel

Speed Moderate Fast Fast

Accuracy High High Moderate

Emergence of a leader Moderate High None

Member satisfaction Moderate Low High


GrapevineGrapevine

Grapevine Characteristics

– Informal, tidak dikendalikan oleh manajemen (formil)

– Persepsi dari sebagian besar employee, lebih reliable dan dipercaya dari komunikasi formil

– Umumnya digunakan sebagai pemuas/pemenuhan keingintahuan/kebutuhan individu (self interest)

– Berasal dari :

• Keinginan terhadap informasi tentang ‘situasi penting’

• Situasi membingungkan

• Issu yang diduga sebagai sumber kegelisahan (kelompok)


GrapevineGrapevine

GOSIP Satu orang berkomunikasi

kepada banyak orang

CLUSTERBanyak orang berkomunikasi

secara terbatas


Upaya Mereduksi Efek Negatif dari RumorUpaya Mereduksi Efek Negatif dari Rumor

E X H I B I T 10–5E X H I B I T 10–5

1. Refutation (sangkalan)

2. Retrieval cue (isyarat menarik kembali)

3. Storage cue (isyarat menyimpan)

4. No respon (tidak merespon)

Source: Adapted from L. Hirschhorn, “Managing Rumors,” in L. Hirschhorn (ed.), Cutting Back (San Francisco: Jossey-Bass, 1983), pp. 54–56. With permission.


Computer-Aided CommunicationComputer-Aided Communication

E-mail

– Advantages: quickly written, sent, and stored; low cost for distribution.

– Disadvantages: information overload, lack of emotional content, cold and impersonal.

Instant messaging

– Advantage: “real time” e-mail transmitted straight to the receiver’s desktop.

– Disadvantage: can be intrusive and distracting.


Emoticons: Showing Emotion in E-MailEmoticons: Showing Emotion in E-Mail

E X H I B I T 10–6E X H I B I T 10–6

Electronic mail needn’t be emotion free. Over the years, a set of

symbols (emoticons) has evolved that e-mail users have developed for

expressing emotions. For instance, the use of all caps (i.e., THIS

PROJECT NEEDS YOUR IMMEDIATE ATTENTION!) is the e-mail

equivalent of shouting. The following highlights some emoticons:


Computer-Aided Communication (cont’d)Computer-Aided Communication (cont’d)

Intranet

– A private organization-wide information network.

Extranet

– An information network connecting employees with external suppliers, customers, and strategic partners.

Videoconferencing

– An extension of an intranet or extranet that permits face-to-face virtual meetings via video links.


Knowledge Management (KM)Knowledge Management (KM)

Why KM is important:

Intellectual assets are as important as physical assets.

When individuals leave, their knowledge and experience goes with them.

A KM system reduces redundancy and makes the organization more efficient.

Why KM is important:

Intellectual assets are as important as physical assets.

When individuals leave, their knowledge and experience goes with them.

A KM system reduces redundancy and makes the organization more efficient.

Knowledge Management

A process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time.


Choice of Communication ChannelChoice of Communication Channel

Karakteristik Richness Channel:

1. Handle multiple cues simultaneously.

2. Facilitate rapid feedback.

3. Are very personal in context.

Karakteristik Richness Channel:

1. Handle multiple cues simultaneously.

2. Facilitate rapid feedback.

3. Are very personal in context.

Channel Richness

Banyaknya jumlah informasi yang dapat disampaikan dalam suatu episode/kejadian komunikasi.


Information Richness of Communication Channels

Information Richness of Communication Channels

Low channel richness High channel richness

Routine Nonroutine

E X H I B I T 10–7E X H I B I T 10–7

Source: Based on R.H. Lengel and D.L. Daft, “The Selection of Communication Media as an Executive Skill,” Academy of Management Executive, August 1988, pp. 225–32; and R.L. Daft and R.H. Lengel, “Organizational Information Requirements, Media Richness, and Structural Design,” Managerial Science, May 1996, pp. 554–72. Reproduced from R.L. Daft and R.A. Noe, Organizational Behavior (Fort Worth, TX: Harcourt, 2001), p. 311.


Hambatan dalam KomunikasiHambatan dalam Komunikasi

Filtering

A sender’s memanipulasi informasi sehingga info yang disampaikan kelihatan lebih baik dari aslinya.Selective Perception

Seseorang akan selektif terhadap fokus informasi yang diterima, tergantung pada kepentingan, background, pengalaman dan sikapnya. Information Overload

Kondisi dimana informasi mengalir/masuk melebihi kapasitas (penerimaan) seseorang tersebut.


Barriers to Effective Communication (cont’d)Barriers to Effective Communication (cont’d)

Emotions

Perasaan dan waktu penerimaan sebuah informasi menetukan interpretasi sebuah informasi. Language

Kata-kata dapat bermakna berbeda antara satu orang dengan yang lain.Komunikasi keprihatinan/ketakutan

Penekanan (pengucapan/tulisan) yang kurang tepat/tidak sesuai dan mengakibatkan kesalahan (oral communication, written communication, or both).


“Politically Correct” Communication“Politically Correct” Communication

Certain words stereotype, intimidate, and insult individuals.

In an increasingly diverse workforce, we must be sensitive to how words might offend others.– Removed: handicapped, blind, and elderly – Replaced with: physically challenged, visually

impaired, and senior. Removing certain words from the vocabulary

makes it harder to communicate accurately.– Removed: death, garbage, quotas, and women.– Replaced with terms: negative patient outcome,

postconsumer waste materials, educational equity, and people of gender.


Communication Barriers Between Men and Women

Communication Barriers Between Men and Women

Men talk to:

– Emphasize status, power, and independence.

– Complain that women talk on and on.

– Offer solutions.

– To boast about their accomplishments.

Women talk to:

– Establish connection and intimacy.

– Criticize men for not listening.

– Speak of problems to promote closeness.

– Express regret and restore balance to a conversation.


Source: The Far Side by Gary Larson © 1994 Far Works, Inc. All rights reserved. Used with permission.

E X H I B I T 10–8E X H I B I T 10–8


Cross-Cultural CommunicationCross-Cultural Communication

Cultural Barriers

– Semantics

– Word connotations

– Tone differences

– Differences among perceptions

Cultural Guide

– Assume differences until similarity is proven.

– Emphasize description rather than interpretation or evaluation.

– Practice empathy.

– Treat your interpretations as a working hypothesis.


Hand Gestures Mean Different Things in Different Countries

Hand Gestures Mean Different Things in Different Countries

E X H I B I T 10–9E X H I B I T 10–9


Hand Gestures Mean Different Things in Different Countries (cont’d)

Hand Gestures Mean Different Things in Different Countries (cont’d)

E X H I B I T 10–9 (cont’d)E X H I B I T 10–9 (cont’d)


Communication Barriers and Cultural ContextCommunication Barriers and Cultural Context

High-Context Cultures

Cultures that rely heavily on nonverbal and subtle situational cues to communication.

Low-Context Cultures

Cultures that rely heavily on words to convey meaning in communication.


High-vs.


High-vs.


E X H I B I T 10–10E X H I B I T 10–10

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Pertemuan 3 Komunikasi

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