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Identify communication process Accept and submit information Select communication media Conducted communication by telephone

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KD 1. Identify communication process INDICATOR

1.1

Ability to communicate as a requirement on site activities are identified 1.2 Communicate with supervisor and with friend are identified 1.3 Ask suggestion on communicate appropriately 1.4 Technique of asking questions on conversation skills to collect Bisnis dan Manajemen and submit


1.6

USe feed back for imrovement

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Communication Technique of enquire Feed back for improvement

MATTER

ACTIVITY STUDY

-

-

Explain communication understanding

Mention type and communication feature Mention communication elements Mention communication ability Explain technique of enquire Explain the usage of language verbal and non verbal Develop proactive approach for communication improvement

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According to Kamus Besar Bahasa Indonesia,Balai Pustaka 2002 Communication is sending and receiving a message or news between two people or more until message that intended can be comprehended

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According to Dinamika Komunikasi Prof. 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 direct verbally or teared pass by media Bisnis dan Manajemen


William. C.H & Wayne M Batty (Bussines Communications Principles and Methoods) Communication is a process of exchange information between individual using regular system through symbol/signs or behaviour and action

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Conclusion : Communication is a process of delivery and idea acceptance, message, information or concept at work, either on in format group or informal

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Types of communication Formal communication Communication that can be in the form of command, suggestion, report, meeting/density, or conference. Communication Informal Communication that not well-planned and is not defined in organization structure. Communication Non Formal Communication in between (formal-non formal) Bisnis dan Manajemen


Formal communication characteristics: -Information submitted have sanction Closely related by process -target of the management is to reach target specified -Originally come from opening command given by authoritative one who -Frequently use medium or media communication

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Informal communication characteristics  Informal communication that without ceremony

have the shape of rumour  Contain relation and explanation that without ceremony  The information comes from rumour  Have possibility contains information that oppose against company importance


Non-formal Communication • • • •

Communication has the character of both formal and informal means of putting informal communication to formal communication Is a bridge between formal and informal to smooth the official tasks Is channel for a leader to get idea or new method


Requirement for communication skills • • •

There is a mutually understanding range from the sender and the receiver of information There is meaning equation about thing being discussed There is ability of employeeses in conducting communication activity


Component 1. communicator

2. participants

3. message

4. channel

5. attitude/response


1.

Komunicator someone who deliver news, information or message

2. Communicant

someone who receive news,information or message


3. Message news or information to be delivered 4. channel

media used as a channel to deliver information 5. Attitude or response a response of a person who get the information


How to ask questions effectively • • • • • •

Technique of raise questions for example : Direct Question General Question Open question Question that raised [again] Factual Question

Retoric queston • Open-ended question • Motivated question


KD 2. Mreceiving and applying information • INDICATOR 2.1 Understanding of information which has been identified correctly 2.2 Way of receiving information which has been identified correctly 2.3 Way delivering information is conducted truly • MATTER

• ACTIVITY • STUDY

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Understanding Information Good Way of information acceptance Way of delivering good information - Explain the meaning of information - Explain how to get good information Bisnis dan Manajemen


According to Burch dan Starter Information is collecting & processing data to deliver knowledge and information G.R Terry Information is important data that provide good knowledge


The Liang Gie Dictionary of Administrasi Perkantoran Information is word network , sentence, picture, or sign is written other that contain idea understanding or knowledge any that can be utilized by organization leader in taking decision


Delivering information technique letter 2. gestures 3. Signs/pictures 1.


On delivering information,things that we have to put into consideration : 1. Use the easiest way 2. Simple communication tool 3. Understanding equality 4. The use of simple communication 5. Beneficial

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On getting information , some points to put into our attention: a. Communication skills b. Receiver response c. Receiver knowledge d. Social system e. Physical condition

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Barrier on absorbing the informatin 1. 2. 3. 4. 5. 6. 7. 8. 9.

unskilled Inappropriate response Less knowledge Less social system prejudice Language interpretation Distance and receiver Overloaded information One-way information


KD 3. Selecting communication media INDIKATOR

3.1 3.2

selecting the right media usingcommunication medi matter

- Understandingthe - communication media - type of communication media - function Learning - explain the tercommmuni cation mediaPprocess - identifytypesof communication media - identify the function of communication media

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Communication media Communication media is media used on communication process to achieve an objective

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Function 1.

to forward the message and information easily 2. Send the information to other effectively. 3. shorten the length of time, to receive the message and information to others 4. raise the beauty of the message /information which is going to be delivered 5. To make the message clear & understood 6. clarify the messaage to be delivered. 7. connect the two parties

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Types of communication media 

According to its function/external

According to its usage/Internal

According to its target


According to its function/ Eksternal Media Audio example : Radio, Telepon, Tape Recorder Media Visual example : Surat, Chart, Poster, Transparancy Media Audio Visual example : Film, Televisi, Video Bisnis dan Manajemen


According to its usage/ eksternal     

private letter Telephone meeting interview visit

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According to its target General media example: Telepon, Telegraph, Tape Recorder Mass media example : Surat Kabar, Majalah, Film

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Advantage & disadvantage of communication media Audio Advantage :  inexpensive  Can raise the listening fantasy  Easy to make and use  Simple equiptment

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Disadvantages : Difficult to control Sound quality tend to decrease If there is an error on it, we have to make the new one Can’t be intoduced in visual

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Media Visual Advantage :

The information delivered is clear Cheap in making the product. pelaksanaannya dapat menghemat tenaga pembuatannya dan penggunaannya lebih mudah

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Disadvantage :  Need time to understand the definition  It’s boring  generate undesirable friction


Audio Visual Media Advantages :    

It’s fun The result is easy to understand The information is well-understood and quick The information is based on the real situation


Disadvantages :  The clarity of the voice is sometimes blurred  The process takes a long time  The process needs a big space  It’s quite expensive


Types of Communication media  Traditional example : letter, HT, Beduk, newspaper, Kentongan, whistle.

 Modern Example : Computer,TV, Handphone, Radio, Faximile, telephone, OHP, LCD, Laptop, Microphone.


Contoh Gambar Media Komunikasi Tradisional


Pictures Modern communication media


KD 4. Melakukan Komunikasi Melalui Telepon 

INDICATOR conversation

4.1

conversation 

MATTER

closes

 

4.2 4.3 4.4

able to receive &respond phonecall Can conduct call exits Can terminate and close phone

4.5 -

able to submit telephone message Communication types by telephone Way Explanation accepts phonecall Procedure Explanation terminates and

through telephone ACTIVITY telephoning STUDY -

message properly

phone conversation Explanation of forwarding orders Discuss some types of communication

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Discuss procedure accepts phonecall in various situation Discuss procedure conducts phonecall according to SOP application on conducting phonecall in various situation application on ending and closing a phone

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application on submitting written and oral

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conversation

able to elaborate types of telephone

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in


Definition of telephone connection Telephone connection is way to conduct Direct long distance call to deliver and receive a conversation Through electronic tool from one party to other party.


Type of telephones 1. 2. 3.

Telephone PMBX (Private Manual Branch Exchange) PABX (Private Automatic Branch Exchange)


Some Telephone connection :  Intern  Local  Long distance call  International call


From its location: 1. 2.

Table Phone Wall Phone

From its capacity: 1. 2. 3. 4.

One line Telephone with many buttons Hunting system Telephone with speaker


Some points to be considered on telephone conversation: • • • • •

Don't let telephone ring more than three times Speak appropriately Fair and friendly in speaking on the phone Be wise in answering to telephone Speak efficiently in accordance with discussion intention


Some points to be considered on receiving telephone: 1. 2. 3. 4. 5.

Pick up the handle soon. Don’t let it ring more than three times greeting Identify yourself Use official language(formal), communicative (clear, brief, easy to understand) Make an important point on the note(LPT)


Some equiptment needed : Telephone apparatus 2. calender 3. clock 4. stationary 5. Message sheet(LPT) 6. Internal extension numbers 7. Book of incoming telephone 1.


Preparation: •

Make sure you have the right telephone number.

•

Prepare the stationary


On telephone conversation: 1. 2. 3. 4. 5. 6.

Press the right number If it is connected. Do greeting and identify yourself Inform your intention briefly and clearly Make notes of the important detail End the conversation by thanking and greeting Put down the gadget slowly


How to make notes: 1.

2. 3. 4.

Write the date,time,complete, name of the company, telephone number, the message for your boss, signature of the receiver of the message. Transfer the message as soon as possible Put the message on the table or the place where it is easy to see and reach Put the message note on its place


Example of Telephone message sheet Lembar Pesan Telepon (LPT) To : ………… ……….. called :

visited :

Date

: …………..

Time

: …………..

important :

by : …………………………………………………………………. company/institution : …………………...................................................... address/No. TelP : …………………………………………………………………. will call back

appointment note

received by

:

please call back:

: …………………………………………………………………… : …………………………………………………………………… …………………………………………………………………… : …………………………………………………………………….


Telephone Message Date To

: ……………………………...... Time : …………………………………… : ………………………………………………………......................................

Mr/Mrs/Ms

: …………………………………………………………………………………………

From Phone

: ………………………………………………………………………………………… : …………………............................................................................... - Telephone - Please Call - Will Call Again - Want to See You - Returned Your Call - Urgent

Message : …………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………… Received By : Your Name

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Basic communication skill komunikasi dasar