Materi - 3

Komunikasi

ORGANIZATIONAL BEHAVIOR
S 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 N
2005 Prentice Hall Inc. WWW.PRENHALL.COM/ROBBINS PowerPoint Presentation
All rights reserved. by Charlie Cook
 After studying this chapter,
OBJECTIVES

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.
LEARNING

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.

2005 Prentice Hall Inc. All rights reserved. 101

 Definisi 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)

2005 Prentice Hall Inc. All rights reserved. 102

 Fungsi 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.

2005 Prentice Hall Inc. All rights reserved. 103

 Elements 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)

2005 Prentice Hall Inc. All rights reserved. 104

 The 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).

2005 Prentice Hall Inc. All rights reserved. 105

 The 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.

2005 Prentice Hall Inc. All rights reserved. 106

 Pola Komunikasi dalam Organisasi

Downward

Lateral

Upward

2005 Prentice Hall Inc. All rights reserved. 107

 Pola Komunikasi dalam Organisasi

Komunikasi Vertikal (Up/Down)

Komunikasi Horisontal

2005 Prentice Hall Inc. All rights reserved. 108

 Komunikasi 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).
2005 Prentice Hall Inc. All rights reserved. 109
 Bentuk Jejaring Komunikasi (group)

2
4 5
1 3
1

5 4 3

melingkar Y E X H I B I T 103

2005 Prentice Hall Inc. All rights reserved. 1010

 Small-Group Networks and Effectiveness
Criteria

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

E X H I B I T 104

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 Grapevine
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)

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 Grapevine

CLUSTER
Banyak orang berkomunikasi
GOSIP secara terbatas
Satu orang berkomunikasi
kepada banyak orang

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 Upaya Mereduksi Efek Negatif dari Rumor

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.), E X H I B I T 105

Cutting Back (San Francisco: Jossey-Bass, 1983), pp. 5456. With permission.
2005 Prentice Hall Inc. All rights reserved. 1014
 Computer-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 receivers desktop.
Disadvantage: can be intrusive and distracting.

2005 Prentice Hall Inc. All rights reserved. 1015

 Emoticons: Showing Emotion in E-Mail

Electronic mail neednt 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:

E X H I B I T 106

2005 Prentice Hall Inc. All rights reserved. 1016

 Computer-Aided Communication (contd)
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.

2005 Prentice Hall Inc. All rights reserved. 1017

 Knowledge Management (KM)

Knowledge Management
A process of organizing and distributing an
organizations collective wisdom so the right
information gets to the right people at the right time.

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.

2005 Prentice Hall Inc. All rights reserved. 1018

 Choice of Communication Channel

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

Karakteristik Richness Channel:

1. Handle multiple cues simultaneously.
2. Facilitate rapid feedback.
3. Are very personal in context.

2005 Prentice Hall Inc. All rights reserved. 1019

 Information Richness of Communication
Channels

Low channel richness High channel richness

Routine Nonroutine

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. 22532; and R.L. Daft and R.H. Lengel, Organizational
Information Requirements, Media Richness, and Structural Design, Managerial Science, May 1996, pp. 55472. E X H I B I T 107
Reproduced from R.L. Daft and R.A. Noe, Organizational Behavior (Fort Worth, TX: Harcourt, 2001), p. 311.
2005 Prentice Hall Inc. All rights reserved. 1020
 Hambatan dalam Komunikasi

Filtering
A senders 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.
2005 Prentice Hall Inc. All rights reserved. 1021
 Barriers to Effective Communication (contd)

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).
2005 Prentice Hall Inc. All rights reserved. 1022
 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.
2005 Prentice Hall Inc. All rights reserved. 1023
 Communication Barriers Between Men and
Women

Men talk to: Women talk to:

Emphasize status, Establish connection
power, and and intimacy.
independence. Criticize men for not
Complain that women listening.
talk on and on. Speak of problems to
Offer solutions. promote closeness.
To boast about their Express regret and
accomplishments. restore balance to a
conversation.

2005 Prentice Hall Inc. All rights reserved. 1024

 Source: The Far Side by Gary Larson
1994 Far Works, Inc. All rights E X H I B I T 108
reserved. Used with permission.
2005 Prentice Hall Inc. All rights reserved. 1025
 Cross-Cultural Communication
Cultural Barriers Cultural Guide
Semantics Assume differences until
similarity is proven.
Word connotations
Emphasize description
Tone differences
rather than interpretation
Differences among or evaluation.
perceptions
Practice empathy.
Treat your interpretations
as a working hypothesis.

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 Hand Gestures Mean Different Things in
Different Countries

E X H I B I T 109

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 Hand Gestures Mean Different Things in
Different Countries (contd)

E X H I B I T 109 (contd)

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 Communication 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.

2005 Prentice Hall Inc. All rights reserved. 1029

 High-
vs.
Low-
Context
Cultures

E X H I B I T 1010

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