8. KOMUNIKASI

8/20/2019 8. KOMUNIKASI

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ninth edition

STEPHEN P. ROBBINS

© 2007 Prentice Hall, Inc.© 2007 Prentice Hall, Inc.All rights reserved.All rights reserved.

PowerPoint Presentation by Charlie CookPowerPoint Presentation by Charlie CookThe University of est !laba"aThe University of est !laba"a

#!R$ COU%TER

Co""&ni'ationCo""&ni'ation

and Infor"ationand Infor"ationTe'hnolo(yTe'hnolo(y

Cha)ter Cha)ter

****


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© 2007 Prentice Hall, Inc. All rightsreserved.

11–2

% E ! R N I N + O U T % I N E% E ! R N I N + O U T % I N EFollow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.

Understandin( Co""&ni'ationsUnderstandin( Co""&ni'ations

• ,ifferentiate between inter)ersonal and or(ani-ational,ifferentiate between inter)ersonal and or(ani-ational

'o""&ni'ation.'o""&ni'ation.

• ,is'&ss the f&n'tions of 'o""&ni'ation.,is'&ss the f&n'tions of 'o""&ni'ation.

The Pro'ess of Inter)ersonal Co""&ni'ationsThe Pro'ess of Inter)ersonal Co""&ni'ations

• E)lain all the 'o")onents of the 'o""&ni'ation )ro'ess.E)lain all the 'o")onents of the 'o""&ni'ation )ro'ess.

• %ist the 'o""&ni'ation "ethods "ana(ers "i(ht &se.%ist the 'o""&ni'ation "ethods "ana(ers "i(ht &se.

•,es'ribe nonverbal 'o""&ni'ation and how it takes,es'ribe nonverbal 'o""&ni'ation and how it takes

)la'e.)la'e.

• E)lain the barriers to effe'tive inter)ersonalE)lain the barriers to effe'tive inter)ersonal

'o""&ni'ation and how to over'o"e the".'o""&ni'ation and how to over'o"e the".


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11–3

% E ! R N I N + O U T % I N E /'ont0d1% E ! R N I N + O U T % I N E /'ont0d1Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.

Or(ani-ational Co""&ni'ationOr(ani-ational Co""&ni'ation

• E)lain how 'o""&ni'ation 'an flow in an or(ani-ation.E)lain how 'o""&ni'ation 'an flow in an or(ani-ation.

• ,es'ribe the three 'o""on 'o""&ni'ation networks.,es'ribe the three 'o""on 'o""&ni'ation networks.

• ,is'&ss how "ana(ers sho&ld handle the (ra)evine.,is'&ss how "ana(ers sho&ld handle the (ra)evine.

Understandin( Infor"ation Te'hnolo(yUnderstandin( Infor"ation Te'hnolo(y

• ,es'ribe how te'hnolo(y affe'ts "ana(erial,es'ribe how te'hnolo(y affe'ts "ana(erial


• ,efine e2"ail3 instant "essa(in(3 blo(s and wikis3 voi'e2,efine e2"ail3 instant "essa(in(3 blo(s and wikis3 voi'e2"ail3 fa3 E,I3 tele'onferen'in(3 video'onferen'in(3 web"ail3 fa3 E,I3 tele'onferen'in(3 video'onferen'in(3 web

'onferen'in(3 intranet3 and etranet.'onferen'in(3 intranet3 and etranet.

• E)lain how infor"ation te'hnolo(y affe'ts or(ani-ations.E)lain how infor"ation te'hnolo(y affe'ts or(ani-ations.


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11–4

Pertanyaan disk&si 4Pertanyaan disk&si 4

1.1. Apakah ang di!aks"d dengan k#!"nikasi Apakah ang di!aks"d dengan k#!"nikasi

$ertindak se$agai k#ntr#l $agi angg#ta dala!$ertindak se$agai k#ntr#l $agi angg#ta dala!

#rganisasi dan c#nt#hna %#rganisasi dan c#nt#hna %

2.2. &agai!ana tekn#l#gi in'#r!asi !e!pengar"hi&agai!ana tekn#l#gi in'#r!asi !e!pengar"hi

cara $erk#!"nikasi dala! #rganisasi %cara $erk#!"nikasi dala! #rganisasi %3.3. (elaskan $agai!ana k#!"nikasi '#r!al dan(elaskan $agai!ana k#!"nikasi '#r!al dan

in'#r!al $er)alan dala! #rganisasi %in'#r!al $er)alan dala! #rganisasi %

4.4.

(elaskan $agai!ana k#!"nikasi $er)alan di(elaskan $agai!ana k#!"nikasi $er)alan di

tengah !asarakat %tengah !asarakat %


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11–*

% E ! R N I N + O U T % I N E /'ont0d1% E ! R N I N + O U T % I N E /'ont0d1Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.

Co""&ni'ation Iss&es in Today0s Or(ani-ationCo""&ni'ation Iss&es in Today0s Or(ani-ation

• ,is'&ss the 'hallen(es of "ana(in( 'o""&ni'ation in an,is'&ss the 'hallen(es of "ana(in( 'o""&ni'ation in an

Internet world.Internet world.

• E)lain how or(ani-ations 'an "ana(e knowled(e.E)lain how or(ani-ations 'an "ana(e knowled(e.

• E)lain why 'o""&ni'atin( with '&sto"ers is anE)lain why 'o""&ni'atin( with '&sto"ers is an

i")ortant "ana(erial iss&e.i")ortant "ana(erial iss&e.

• E)lain how )oliti'al 'orre'tness is affe'tin(E)lain how )oliti'al 'orre'tness is affe'tin(



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11–+

hat Is Co""&ni'ation5hat Is Co""&ni'ation5

• #!!"nicati#n#!!"nicati#n

-he trans'er and "nderstanding #' !eaning.-he trans'er and "nderstanding #' !eaning. -rans'er !eans the !essage as received in a '#r! that can-rans'er !eans the !essage as received in a '#r! that can

$e interpreted $ the receiver.$e interpreted $ the receiver.

/nderstanding the !essage is n#t the sa!e as the receiver/nderstanding the !essage is n#t the sa!e as the receiver

agreeing ith the !essage.agreeing ith the !essage. Interpers#nal #!!"nicati#nInterpers#nal #!!"nicati#n

#!!"nicati#n $eteen t# #r !#re pe#ple#!!"nicati#n $eteen t# #r !#re pe#ple

rganiati#nal #!!"nicati#nrganiati#nal #!!"nicati#n

All the patterns, net#rk, and sste!s #' c#!!"nicati#ns All the patterns, net#rk, and sste!s #' c#!!"nicati#nsithin an #rganiati#nithin an #rganiati#n


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11–7

6o&r 6&n'tions of Co""&ni'ation6o&r 6&n'tions of Co""&ni'ation

6&n'tions of 6&n'tions of

Co""&ni'ationCo""&ni'ation

ControlControl #otivation#otivation

E"otionalE"otional

E)ressionE)ressionInfor"ationInfor"ation


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11–

6&n'tions of Co""&ni'ation6&n'tions of Co""&ni'ation

• #ntr#l#ntr#l

#r!al and in'#r!al c#!!"nicati#ns act t# c#ntr#l#r!al and in'#r!al c#!!"nicati#ns act t# c#ntr#l

individ"als $ehavi#rs in #rganiati#ns.individ"als $ehavi#rs in #rganiati#ns.

• 5#tivati#n5#tivati#n

#!!"nicati#ns clari' '#r e!pl#ees hat is t##!!"nicati#ns clari' '#r e!pl#ees hat is t#d#ne, h# ell the have d#ne it, and hat can $ed#ne, h# ell the have d#ne it, and hat can $e

d#ne t# i!pr#ve per'#r!ance.d#ne t# i!pr#ve per'#r!ance.


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11–6

6&n'tions of Co""&ni'ation /'ont0d16&n'tions of Co""&ni'ation /'ont0d1

• !#ti#nal 8pressi#n!#ti#nal 8pressi#n

9#cial interacti#n in the '#r! #' #rk gr#"p9#cial interacti#n in the '#r! #' #rk gr#"p

c#!!"nicati#ns pr#vides a a '#r e!pl#ees t#c#!!"nicati#ns pr#vides a a '#r e!pl#ees t#

e8press the!selves.e8press the!selves.

•In'#r!ati#nIn'#r!ati#n Individ"als and #rk gr#"ps need in'#r!ati#n t#Individ"als and #rk gr#"ps need in'#r!ati#n t#

!ake decisi#ns #r t# d# their #rk.!ake decisi#ns #r t# d# their #rk.


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11–10

Inter)ersonal Co""&ni'ationInter)ersonal Co""&ni'ation

• 5essage5essage9#"rce: senders intended !eaning9#"rce: senders intended !eaning

• nc#dingnc#ding-he !essage c#nverted t# s!$#lic '#r!-he !essage c#nverted t# s!$#lic '#r!

• hannelhannel-he !edi"! thr#"gh hich the !essage travels-he !edi"! thr#"gh hich the !essage travels

• ;ec#ding;ec#ding-he receivers retranslati#n #' the !essage-he receivers retranslati#n #' the !essage

•


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11–11

Ehibit **7*Ehibit **7* The Inter)ersonal Co""&ni'ation Pro'essThe Inter)ersonal Co""&ni'ation Pro'ess


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11–12

,istortions in Co""&ni'ations,istortions in Co""&ni'ations

• 5essage nc#ding5essage nc#ding

-he e''ect #' the skills, attit"des, and kn#ledge #'-he e''ect #' the skills, attit"des, and kn#ledge #'

the sender #n the pr#cess #' enc#ding the !essagethe sender #n the pr#cess #' enc#ding the !essage

-he s#cial=c"lt"ral sste! #' the sender -he s#cial=c"lt"ral sste! #' the sender

• -he 5essage-he 5essage

9!$#ls "sed t# c#nve the !essages !eaning9!$#ls "sed t# c#nve the !essages !eaning

-he c#ntent #' the !essage itsel' -he c#ntent #' the !essage itsel'

-he ch#ice #' !essage '#r!at-he ch#ice #' !essage '#r!at


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11–13

,istortions in Co""&ni'ations /'ont0d1,istortions in Co""&ni'ations /'ont0d1

• -he hannel-he hannel

-he senders ch#ice #' the appr#priate channel #r-he senders ch#ice #' the appr#priate channel #r

!"ltiple channels '#r c#nveing the !essage!"ltiple channels '#r c#nveing the !essage

• >eceiver >eceiver

-he e''ect #' skills, attit"des, and kn#ledge #' the-he e''ect #' skills, attit"des, and kn#ledge #' thereceiver #n the pr#cess #' dec#ding the !essagereceiver #n the pr#cess #' dec#ding the !essage

-he s#cial=c"lt"ral sste! #' the receiver -he s#cial=c"lt"ral sste! #' the receiver

•eed$ack ?##peed$ack ?##p#!!"nicati#n channel dist#rti#ns a''ecting the#!!"nicati#n channel dist#rti#ns a''ecting the

ret"rn !essage 'r#! receiver t# sender ret"rn !essage 'r#! receiver t# sender


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11–14

Inter)ersonal Co""&ni'ation #ethodsInter)ersonal Co""&ni'ation #ethods

• ace=t#='aceace=t#='ace

• -eleph#ne-eleph#ne

• @r#"p !eetings@r#"p !eetings

• #r!al presentati#ns#r!al presentati#ns

• 5e!#s5e!#s• -raditi#nal 5ail-raditi#nal 5ail

• a8 !achinesa8 !achines

• !pl#ee p"$licati#ns!pl#ee p"$licati#ns

• &"lletin $#ards&"lletin $#ards• A"di#= and vide#tapes A"di#= and vide#tapes

• H#tlinesH#tlines

• =!ail=!ail

• #!p"ter c#n'erencing#!p"ter c#n'erencing

• #ice !ail#ice !ail

• -elec#n'erences-elec#n'erences• ide#c#n'erenceside#c#n'erences


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11–1*

Eval&atin( Co""&ni'ation #ethodsEval&atin( Co""&ni'ation #ethods

• eed$ackeed$ack

• #!ple8it capacit#!ple8it capacit

• &readth p#tential&readth p#tential

• #n'identialit#n'identialit• nc#ding easenc#ding ease

• ;ec#ding ease;ec#ding ease

• -i!e=space c#nstraint-i!e=space c#nstraint

• #st#st

• Interpers#nal ar!thInterpers#nal ar!th

• #r!alit#r!alit• 9cana$ilit9cana$ilit

• -i!e c#ns"!pti#n-i!e c#ns"!pti#n


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© 2007 Prentice Hall, Inc. All rightsreserved. 11–1+

Ehibit **78Ehibit **78 Co")arison of Co""&ni'ation #ethodsCo")arison of Co""&ni'ation #ethods

Note: >atings are #n a 1–* scale here 1 B high and * B l#. #ns"!pti#n ti!e re'ers t# h#c#ntr#ls the recepti#n #' c#!!"nicati#n. 9C> !eans the sender and receiver share c#ntr#l.

Source: P. @. la!pitt, Communicating for Managerial Effectiveness D


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© 2007 Prentice Hall, Inc. All rightsreserved. 11–17

Inter)ersonal Co""&ni'ation /'ont0d1Inter)ersonal Co""&ni'ation /'ont0d1

•


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Inter)ersonal Co""&ni'ation BarriersInter)ersonal Co""&ni'ation Barriers

,efensiveness,efensiveness

NationalNationalC&lt&reC&lt&re E"otionsE"otions

Infor"ationInfor"ationOverloadOverload

Inter)ersonalInter)ersonal

Co""&ni'ationCo""&ni'ation%an(&a(e%an(&a(e

6ilterin(6ilterin(


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Barriers to Effe'tive Inter)ersonalBarriers to Effe'tive Inter)ersonal

Co""&ni'ation /'ont0d1Co""&ni'ation /'ont0d1

• ;e'ensiveness;e'ensiveness

Ghen threatened, reacting in a a that red"ces theGhen threatened, reacting in a a that red"ces the

a$ilit t# achieve !"t"al "nderstanding.a$ilit t# achieve !"t"al "nderstanding.

• ?ang"age?ang"age-he di''erent !eanings #' and specialied as-he di''erent !eanings #' and specialied as

D)arg#nE in hich senders "se #rds can ca"seD)arg#nE in hich senders "se #rds can ca"se

receivers t# !isinterpret their !essages.receivers t# !isinterpret their !essages.

•


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Over'o"in( the Barriers to Effe'tiveOver'o"in( the Barriers to Effe'tive

Inter)ersonal Co""&ni'ationsInter)ersonal Co""&ni'ations

• /se eed$ack/se eed$ack• 9i!pli' ?ang"age9i!pli' ?ang"age

• ?isten Activel?isten Activel

• #nstrain !#ti#ns#nstrain !#ti#ns• Gatch


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Ehibit **7:Ehibit **7: !'tive %istenin( Behaviors!'tive %istenin( Behaviors

So&r'e4 &ased #n P.?. H"nsaker, Training in Management

Skills D/pper 9addle >iver,


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Ty)es of Or(ani-ational Co""&ni'ationTy)es of Or(ani-ational Co""&ni'ation

• #r!al #!!"nicati#n#r!al #!!"nicati#n

#!!"nicati#n that '#ll#s the #''icial chain #'#!!"nicati#n that '#ll#s the #''icial chain #'

c#!!and #r is part #' the c#!!"nicati#n reF"ired t#c#!!and #r is part #' the c#!!"nicati#n reF"ired t#

d# #nes )#$.d# #nes )#$.

• In'#r!al #!!"nicati#nIn'#r!al #!!"nicati#n#!!"nicati#n that is n#t de'ined $ the#!!"nicati#n that is n#t de'ined $ the

#rganiati#ns hierarch.#rganiati#ns hierarch.

Per!its e!pl#ees t# satis' their need '#r s#cial interacti#n.Per!its e!pl#ees t# satis' their need '#r s#cial interacti#n.

an i!pr#ve an #rganiati#ns per'#r!ance $ creatingan i!pr#ve an #rganiati#ns per'#r!ance $ creating'aster and !#re e''ective channels #' c#!!"nicati#n.'aster and !#re e''ective channels #' c#!!"nicati#n.


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Co""&ni'ation 6lowsCo""&ni'ation 6lows

%ateral%ateral

, i a (

o n a l

, i a (

o n a l

,,oowwnnwwaar r dd

UU))wwaa

r r dd


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© 2007 Prentice Hall, Inc. All rightsreserved. 11–2*

,ire'tion of Co""&ni'ation 6low,ire'tion of Co""&ni'ation 6low

• ;#nard;#nard

#!!"nicati#ns that 'l# 'r#! !anagers t##!!"nicati#ns that 'l# 'r#! !anagers t#

e!pl#ees t# in'#r!, direct, c##rdinate, and eval"atee!pl#ees t# in'#r!, direct, c##rdinate, and eval"ate

e!pl#ees.e!pl#ees.

• /pard/pard

#!!"nicati#ns that 'l# 'r#! e!pl#ees "p t##!!"nicati#ns that 'l# 'r#! e!pl#ees "p t#

!anagers t# keep the! aare #' e!pl#ee needs!anagers t# keep the! aare #' e!pl#ee needs

and h# things can $e i!pr#ved t# create a cli!ateand h# things can $e i!pr#ved t# create a cli!ate

#' tr"st and respect.#' tr"st and respect.


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,ire'tion of Co""&ni'ation 6low,ire'tion of Co""&ni'ation 6low

/'ont0d1/'ont0d1

• ?ateral DH#ri#ntalE #!!"nicati#n?ateral DH#ri#ntalE #!!"nicati#n

#!!"nicati#n that takes place a!#ng e!pl#ees#!!"nicati#n that takes place a!#ng e!pl#ees

#n the sa!e level in the #rganiati#n t# save ti!e and#n the sa!e level in the #rganiati#n t# save ti!e and

'acilitate c##rdinati#n.'acilitate c##rdinati#n.

• ;iag#nal #!!"nicati#n;iag#nal #!!"nicati#n

#!!"nicati#n that c"ts acr#ss $#th #rk areas and#!!"nicati#n that c"ts acr#ss $#th #rk areas and

#rganiati#nal levels in the interest #' e''icienc and#rganiati#nal levels in the interest #' e''icienc and

speed.speed.


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Ty)es of Co""&ni'ation NetworksTy)es of Co""&ni'ation Networks

• hain


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Ehibit **7;Ehibit **7; Three Co""on Or(ani-ational Co""&ni'ation NetworksThree Co""on Or(ani-ational Co""&ni'ation Networks

and How They Rate on Effe'tiveness Criteriaand How They Rate on Effe'tiveness Criteria


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The +ra)evineThe +ra)evine

• An in'#r!al #rganiati#nal c#!!"nicati#n An in'#r!al #rganiati#nal c#!!"nicati#n

net#rk that is active in al!#st evernet#rk that is active in al!#st ever

#rganiati#n.#rganiati#n.

Pr#vides a channel '#r iss"es n#t s"ita$le '#r '#r!alPr#vides a channel '#r iss"es n#t s"ita$le '#r '#r!al

c#!!"nicati#n channels.c#!!"nicati#n channels.

-he i!pact #' in'#r!ati#n passed al#ng the grapevine-he i!pact #' in'#r!ati#n passed al#ng the grapevine

can $e c#"ntered $ #pen and h#nest c#!!"nicati#ncan $e c#"ntered $ #pen and h#nest c#!!"nicati#n

ith e!pl#ees.ith e!pl#ees.


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Understandin( Infor"ation Te'hnolo(yUnderstandin( Infor"ation Te'hnolo(y

• &ene'its #' In'#r!ati#n -echn#l#g DI-E&ene'its #' In'#r!ati#n -echn#l#g DI-E

Increased a$ilit t# !#nit#r individ"al and tea!Increased a$ilit t# !#nit#r individ"al and tea!

per'#r!anceper'#r!ance

&etter decisi#n !aking $ased #n !#re c#!plete&etter decisi#n !aking $ased #n !#re c#!plete

in'#r!ati#nin'#r!ati#n

5#re c#lla$#rati#n and5#re c#lla$#rati#n and

sharing #' in'#r!ati#nsharing #' in'#r!ati#n

@reater accessi$ilit@reater accessi$ilit

t# c##rkerst# c##rkers


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Infor"ation Te'hnolo(y /'ont0d1Infor"ation Te'hnolo(y /'ont0d1

•


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Infor"ation Te'hnolo(y /'ont0d1Infor"ation Te'hnolo(y /'ont0d1

• -pes #'


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How IT !ffe'ts Or(ani-ationHow IT !ffe'ts Or(ani-ation

• >e!#ves the c#nstraints #' ti!e and distance>e!#ves the c#nstraints #' ti!e and distance

All#s idel dispersed e!pl#ees t# #rk t#gether. All#s idel dispersed e!pl#ees t# #rk t#gether.

• Pr#vides '#r the sharing #' in'#r!ati#nPr#vides '#r the sharing #' in'#r!ati#n

Increases e''ectiveness and e''icienc.Increases e''ectiveness and e''icienc.

• Integrates decisi#n !aking and #rkIntegrates decisi#n !aking and #rkPr#vides !#re c#!plete in'#r!ati#n and participati#nPr#vides !#re c#!plete in'#r!ati#n and participati#n

'#r $etter decisi#ns.'#r $etter decisi#ns.

• reates pr#$le!s #' c#nstant accessi$ilit t#reates pr#$le!s #' c#nstant accessi$ilit t#

e!pl#eese!pl#ees

&l"rs the line $eteen #rk and pers#nal lives.&l"rs the line $eteen #rk and pers#nal lives.


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C&rrent Co""&ni'ation Iss&esC&rrent Co""&ni'ation Iss&es

• 5anaging #!!"nicati#n in an Internet G#rld5anaging #!!"nicati#n in an Internet G#rld

?egal and sec"rit iss"es?egal and sec"rit iss"es Inappr#priate "se #' c#!pan e=!ail and instant !essagingInappr#priate "se #' c#!pan e=!ail and instant !essaging

?#ss #' c#n'idential and pr#prietar in'#r!ati#n d"e t#?#ss #' c#n'idential and pr#prietar in'#r!ati#n d"e t#

inadvertent #r deli$erate disse!inati#n #r t# hackers.inadvertent #r deli$erate disse!inati#n #r t# hackers.

?ack #' pers#nal interacti#n?ack #' pers#nal interacti#n &eing c#nnected is n#t the sa!e as 'ace=t#='ace c#ntact.&eing c#nnected is n#t the sa!e as 'ace=t#='ace c#ntact.

;i''ic"lties #cc"r in achieving "nderstanding and;i''ic"lties #cc"r in achieving "nderstanding and

c#lla$#rati#n in virt"al envir#ne!ents.c#lla$#rati#n in virt"al envir#ne!ents.


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© 2007 Prentice Hall, Inc. All rightsreserved. 11–3*

C&rrent Co""&ni'ation Iss&esC&rrent Co""&ni'ation Iss&es

• &eing c#nnected vers"s $eing c#ncerned&eing c#nnected vers"s $eing c#ncerned

5anaging Internet gripe sites as a val"a$le res#"rce5anaging Internet gripe sites as a val"a$le res#"rce

'#r "niF"e insights int# the #rganiati#n.'#r "niF"e insights int# the #rganiati#n. !pl#ee c#!plaints Dh#t=$"tt#n iss"esE!pl#ee c#!plaints Dh#t=$"tt#n iss"esE

"st#!er c#!plaints"st#!er c#!plaints

>esp#nding t# Internet gripe sites>esp#nding t# Internet gripe sites >ec#gnied the! as a val"a$le s#"rce #' in'#r!ati#n.>ec#gnied the! as a val"a$le s#"rce #' in'#r!ati#n.

P#st !essages that clari' !isin'#r!ati#n.P#st !essages that clari' !isin'#r!ati#n.

-ake acti#n t# c#rrect pr#$le!s n#ted #n the site.-ake acti#n t# c#rrect pr#$le!s n#ted #n the site.

9et "p an internal gripe site.9et "p an internal gripe site. #ntin"e t# !#nit#r the p"$lic gripe site.#ntin"e t# !#nit#r the p"$lic gripe site.


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C&rrent Co""&ni'ation Iss&es /'ont0d1C&rrent Co""&ni'ation Iss&es /'ont0d1

• 5anaging the rganiati#ns Jn#ledge5anaging the rganiati#ns Jn#ledge

>es#"rces>es#"rces&"ild #nline in'#r!ati#n data$ases that e!pl#ees&"ild #nline in'#r!ati#n data$ases that e!pl#ees

can access.can access.

reate c#!!"nities #' practice '#r gr#"ps #' pe#plereate c#!!"nities #' practice '#r gr#"ps #' pe#ple

h# share a c#ncern, share e8pertise, and interacth# share a c#ncern, share e8pertise, and interact

ith each #ther.ith each #ther.


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Co""&ni'ation and C&sto"er Servi'eCo""&ni'ation and C&sto"er Servi'e

• #!!"nicating ''ectivel ith "st#!ers#!!"nicating ''ectivel ith "st#!ers

>ec#gnie the three c#!p#nents #' the c"st#!er>ec#gnie the three c#!p#nents #' the c"st#!er

service deliver pr#cess:service deliver pr#cess: -he c"st#!er -he c"st#!er

-he service #rganiati#n-he service #rganiati#n

-he service pr#vider -he service pr#vider

;evel#p a str#ng service c"lt"re '#c"sed #n the;evel#p a str#ng service c"lt"re '#c"sed #n the

pers#naliati#n #' service t# each c"st#!er.pers#naliati#n #' service t# each c"st#!er. ?isten and resp#nd t# the c"st#!er.?isten and resp#nd t# the c"st#!er.

Pr#vide access t# needed service in'#r!ati#n.Pr#vide access t# needed service in'#r!ati#n.


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© 2007 Prentice Hall, Inc. All rights

reserved. 11–36

Ter"s to >nowTer"s to >now

• c#!!"nicati#nc#!!"nicati#n

• interpers#nalinterpers#nalc#!!"nicati#nc#!!"nicati#n

• #rganiati#nal#rganiati#nal

c#!!"nicati#nc#!!"nicati#n

• !essage!essage

• enc#dingenc#ding

• channelchannel

•dec#dingdec#ding

• c#!!"nicati#n pr#cessc#!!"nicati#n pr#cess

• n#isen#ise

• n#nver$al c#!!"nicati#nn#nver$al c#!!"nicati#n

• $#d lang"age$#d lang"age

• ver$al int#nati#nver$al int#nati#n

• 'iltering'iltering

• selective percepti#nselective percepti#n

• in'#r!ati#n #verl#adin'#r!ati#n #verl#ad

• )arg#n )arg#n

• active listeningactive listening

• '#r!al c#!!"nicati#n'#r!al c#!!"nicati#n

• in'#r!al c#!!"nicati#nin'#r!al c#!!"nicati#n• d#nard c#!!"nicati#nd#nard c#!!"nicati#n

• "pard c#!!"nicati#n"pard c#!!"nicati#n


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© 2007 Prentice Hall, Inc. All rights11 40

Ter"s to >now /'ont0d1Ter"s to >now /'ont0d1

• lateral c#!!"nicati#nlateral c#!!"nicati#n

• diag#nal c#!!"nicati#ndiag#nal c#!!"nicati#n

• c#!!"nicati#n net#rksc#!!"nicati#n net#rks

• grapevinegrapevine

• e=!aile=!ail

• instant !essaging DI5Einstant !essaging DI5E

• $l#g$l#g

• ikiiki

• v#ice !ailv#ice !ail• 'a8'a8

• electr#nic dataelectr#nic data

interchange D;IEinterchange D;IE

• telec#n'erencingtelec#n'erencing

• vide#c#n'erencingvide#c#n'erencing

• e$ c#n'erencinge$ c#n'erencing

• intranetintranet

• e8tranete8tranet

• c#!!"nities #' practicec#!!"nities #' practice

Documents

8. KOMUNIKASI