KETEPATAN KOMUNIKASI ANTARA MANAJEMEN DAN AWAK KABIN (FLIGHT ATTENDANT) DI PT. GARUDA INDONESIA
DOI:
https://doi.org/10.31000/nyimak.v2i2.826Abstract
Penelitian ini bertujuan untuk mengetahui ketepatan komunikasi berdasarkan enam elemen komunikasi dalam proses komunikasi antara manajemen dengan Awak Kabin di PT. Garuda Indonesia. Penelitian ini adalah penelitian kualitatif dan menggunakan pendekatan fenomenologi dengan model paradigma naturalistik (naturalistic inquiry). Data penelitian diperoleh melalui observasi partisipatif, wawancara mendalam dan studi dokumentasi, sementara teknik analisis data yang digunakan adalah analisis induktif. Hasil penelitian ini menunjukkan bahwa manajemen menerapkan sistem keterbukaan dalam berkomunikasi dengan awak kabin, termasuk mengutamakan komunikasi secara tatap muka dan juga mempraktikkan human relation sebagai landasan berkomunikasi. Penyusunan pesan juga dilakukan dengan penyesuaian; apabila bersifat persuasif , akan digunakan kalimat persuasif, begitu pula apabila pesan bersifat informasi (narasi) atau argumentasi. Sedangkan pemilihan channel dilakukan dengan memperhatikan jika penerima (receiver) bisa menyandi balik (decode) agar bisa memunculkan feedback positif, termasuk juga dengan memanfaatkan media sosial seperti Facebook, Twitter, Instagram, dan Whatsapp. Sementara hambatan yang ditemui dalam proses komunikasi yang berlangsung ialah tingginya mobilitas awak kabin dan keengganan awak kabin untuk berkomunikasi dengan pihak manajemen (komunikasi ke atas) meskipun keterbukaan komunikasi telah dilakukan.
Kata Kunci: Komunikasi organisasi, ketepatan komunikasi, Garuda Indonesia
Â
ABSTRACT
This research aims to determine the fidelity of communication based on the six (6) communication elements in the communication process between management and cabin crew at PT. Garuda Indonesia. This study is qualitative research, using phenomenology approach with naturalistic inquiry model. The research data was obtained through participative observation, in-depth interview and documentation study, while the data analysis technique uses inductive analysis. The results of this study shows that management has implement an openness system in communicating with cabin crew, including prioritizing face-to-face communication and also practicing human relations as the foundation to communicate. Preparation of messages is done with adjustment; persuasive sentences are used if the messages is persuasive, as well as if the message is information (narrative) or argumentation. The channel selection is choosed with attention so receiver (receiver) can encode back (decode) in order to generate positive feedback, including utilizing social media like Facebook, Twitter, Instagram, and Whatsapp. The obstacles encountered in the communication process was the high mobility of cabin crew and the reluctance of the cabin crew to communicate with management, even the openness communication system has been implemented.
Keywords: Organizational communication, fidelity of communication, Garuda Indonesia
References
Afriyadi, Ferry. (2015). â€Efektivitas Komunikasi Interpersonal antara Atasan dan Bawahan Karyawan PT. Borneo Enterprsindo Samarindaâ€. eJournal Ilmu Komunikasi, 3(1): 362-376.
Berlo, David K. (1990). The Process of Communication: An Introduction to Theory and Practise. Holt, Rinehart and Winston.
Bungin, Burhan. (2007). Penelitian Kualitatif: Komunikasi, Ekonomi, Kebijakan Publik, dan Ilmu Sosial Lainnya. Jakarta: Kencana Prenada.
Conrad, David. (2014). “Workplace Communication Problems: Inquiries by Employees and Applicable Solutionsâ€. Journal of Business Studies Quarterly, 5(4): 105-116.
DeMaria, Kristen. (2016). “Evaluating the Internal Communications of the Triangle’s ‘Best Places to Work’â€. Elon Journal of Undergraduate Research in Communications, 7(1): 70-78.
Harivarman, Dwi. (2017). â€Hambatan Komunikasi Internal di Organisasi Pemerintahanâ€. Jurnal ASPIKOM, 3(3): 508-519.
Hogard, Elaine & Roger Ellis. (2006). “Evaluation and Communication: Using a Communication Audit to Evaluate Organizational Communicationâ€. Evaluation Review, 30(2): 171-187.
Johanna, Pricillia. (2013). â€Hambatan Downward Communication antara Pimpinan dan Karyawan PT Makmur Jayaâ€. Jurnal E-Komunikasi, 1(2): 25-37.
Kelly, Dawn. (2000). “Using Vision to Improve Organisational Communicationâ€. Leadership & Organization Development Journal, 21(2): 92-101.
Klimova, Blanka Frydrychova & Ilona Semradova. (2012). “Barriers to Communicationâ€. Procedia (Social and Behavioral Sciences), Volume 31, 207-211.
Kriyantono, Rachmat. (2007). Teknik Praktis Riset Komunikasi. Jakarta: Prenada Media.
Kusni Ingsih, Kusni. (2011). â€Efektivitas Komunikasi dalam Organisasiâ€. Media Ekonomi & Teknologi Informasi, 17(2): 157-178.
Kuswarno, Engkus. (2001). â€Efektivitas Komunikasi Organisasiâ€. MediaTor, 2(1): 55-51.
Londa, Baraney Nicolas, Johny Senduk & Anthonius Boham. (2014). â€Efektivitas Komunikasi Antar Pribadi dalam Meningkatkan Kesuksesan Sprakle Organizerâ€. Jurnal Acta Diurna, 3(1): 1-8.
Lunenburg, Fred C. (2010). “Communication: The Process, Barriers, And Improving Effectivenessâ€. SCHOOLING, 1(1): 1-11.
Luthra, Anchal & Richa Dahiya. (2015). “Effective Leadership is all About Communicating Effectively: Connecting Leadership and Communicationâ€. International Journal of Management & Business Studies (IJMBS), 5(3): 43-48.
Nurhayani. (2011). â€Peran Komunikasi Interpersonal dalam Upaya Meningkatkan Kualitas Pelayanan Perpustakaanâ€. Jurnal Iqra’, 5(1): 12-22.
Pace, R. Wayne, dan Don F. Faules. (2000). Komunikasi Organisasi: Strategi Meningkatkan Kinerja Perusahaan. Bandung: PT. Remaja Rosdakarya.
Pawito. (2008). Penelitian Komunikasi Kualitatif. Yogyakarta: LKiS.
Prabawanti, Benedicta Evienia. (2008). â€Peran Komunikasi sebagai Pendukung Perubahan Organisasiâ€. Bina Ekonomi, 12(1): 78-86.
Ruben, Brent D. (1993). Communication and Human Behaviour. New Jersey: Prentice.
Ruslan, Rosady. (2004). Metode Penelitian Public Relations dan Komunikasi. Jakarta: PT. RajaGrafindo Persada.
Sendjaja, Sasa Djuarsa. (1999). Pengantar Komunikasi. Jakarta: Universitas Terbuka.
Sethi, Deepa & Manisha Seth. (2009). “Interpersonal Communication: Lifeblood of an Organizationâ€. The IUP Journal of Soft Skills, 3 (3-4): 32-40.
Sidauruk, Paraden Lucas. (2013). â€Analisis Hambatan Komunikasi Organisasi Vertikal PT Pos Indonesia (Persero) (Kasus pada Kantor Pos Medan)â€. Jurnal Penelitian Pos dan Informatika, 3(2): 133-164.
Stephens, Keri K., Ashley K. Barrett & Michael J. Mahometa. (2013). “Organizational Communication in Emergencies: Using Multiple Channels and Sources to Combat Noise and Capture Attentionâ€. Human Communication Research, 38(2): 230-251.
Suherman, Maman. (2010). â€Konstelasi Kemampuan â€Listening†dalam Komunikasi Tatap Mukaâ€. MEDIATOR, 1(1): 93-103.
Tubbs, Stewart L. dan Sylvia Moss. (1996). Human Communication: Konteks-Konteks Komunikasi (Buku Kedua). Bandung: PT. Remaja Rosdakarya.
Wijaya, Ida Suryani. (2013). â€Komunikasi Interpersonal dan Iklim Komunikasi dalam Organisasiâ€. Jurnal Dakwah Tabligh, 14(1): 115-126.
Yusanto, Freddy. (2018). â€Analisis Proses Komunikasi Interpersonal Mahasiswa Kelas Produksi Film Dokumenter saat Brainstorming Ide dan Pembuatan Karya Filmâ€. Nyimak Journal of Communication, 2(1): 71-79.
Downloads
Published
Issue
Section
License
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Nyimak: Journal of Communication. Communication Science Study Program, Faculty of Social and Political Sciences, Universitas Muhammadiyah Tangerang, Indonesia as the publisher of the journal. Nyimak: Journal of Communication right of first publication with the work simultaneously licensed under Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) that allows others to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgment of the work's authorship and initial publication in Nyimak: Journal of Communication. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
