2. COMMUNICATION
• Harold Laswell (dalam Berger & Chaffe, 1987):
Who? Says what? In what channel? To Whom? With what
effect?
• De Vito (1995):
Interpersonal communication is communication that
takes place between two person who have an establish
relationship; people who are in some way ‘connected’
Dorien Kartikawangi
3. THE BASIC FORM OF COMMUNICATION
• Nonverbal communication
• Verbal communication
Dorien Kartikawangi
4. Nonverbal Communication
• Nonverbal communication is the
process of communicating without
words
• Nonverbal communication has view
rules and often occurs unconsciously
• Action speak lauder than words
Dorien Kartikawangi
5. The Important of
Nonverbal Communication
• Nonverbal communication is more
reliable and more efficient than verbal
communication
• People use nonverbal signals to support
and clarify verbal communication
Dorien Kartikawangi
6. The Types of
Nonverbal Communication
• Facial expressions and eye behavior
• Gestures and postures
• Vocal characteristics
• Personal appearance
• Touching behavior
• Use of time and space
Dorien Kartikawangi
7. Means:
• The face and eyes command particular attention as a
source of nonverbal messages
• Body language and tone of voice reveal a lot about a
person’s emotions and attitudes
• Physical appearance and personal style contribute to
our identity
• Use of touch, attitude toward time, and use of space (all
of which are affected by culture) help establish social
relationship
Dorien Kartikawangi
8. Important!
• Nonverbal communication can be different
for men and women
• Improve nonverbal skills by paying more
attention to cues
Dorien Kartikawangi
9. Verbal Communication
• Verbal communication is the process of
communicating with words
• Language is composed of words and
grammar
Dorien Kartikawangi
10. Speaking and Writing
• Businesspeople rely more heavily on oral
than on written communication channels
for sharing information on a day-to-day
basis, but they often put important
messages in writing
Dorien Kartikawangi
11. Listening and Reading
• People receiving messages by listening and
reading
• People spend more time receiving messages
than transmitting it
• Effective business communication depends on
skill in receiving messages as well as in sending
them
• To absorb information people must
concentrate, evaluate, and retain what they
read or hear
Dorien Kartikawangi
12. THE PROCESS OF COMMUNICATION
• The communication process consists of six phase linking
sender and receiver
1 6
Sender Receiver &
Feed back
2 Channel 5
situation Encoding And decoding
Medium
3 4
Transmiting Receiver gets
The message
Dorien Kartikawangi
13. • The sender has an idea
• The sender transform the idea into a
message
• The sender transmits the message
• The receiver gets the message
• The receiver interprets the message
• The receiver reacts and sends feedback to
the sender
Dorien Kartikawangi
14. Formulating a Message
• Indecision about content. Include only the
information that is useful to audience, and organize it in a
way that encourages its acceptance.
• Lack of familiarity with the situation or
receiver. Ask why you are preparing the message and
for whom you are preparing it.
• Difficulty expressing ideas. An inability to put
thoughts into words can be overcome through study and
practice
Dorien Kartikawangi
15. Overcoming Communication Barriers
• Communication barriers exist between
people and within organizations
• Noise is any interference in
communication process that distorts or
obscures the sender’s meaning
Dorien Kartikawangi
16. Communication Barriers
Between People
• Differences in perception
• Incorrect filtering
• Language problems
• Poor listening
• Differing emotional states
• Differing background
Dorien Kartikawangi
17. Communication Barriers
Within Organizations
• Information overload
• Message complexity
• Message competition
• Differing status
• Lack of trust
• Inadequate communication structure
Dorien Kartikawangi
18. • Incorrect choice of medium, depends on message,
audience, need for speed, situation
A continuum of media richness
Richer Learner
Face Telephone Addressed Un-addressed
To Electronic Documents Documents
Face Mail (notes, memo) (fliers, bulletins)
• Closed communication climate
• Unethical communication
• Inefficient communication
• Physical distractions
Dorien Kartikawangi
19. IMPROVING COMMUNICATION
• Effective communication requires
perception, precision, credibility,
control, and congeniality
• Create the massage carefully
• Minimize noise
• Facilitate feedback
Dorien Kartikawangi
