Effective COMMUNICATION Skill & Successfully MOTIVATING PEOPLE Training (Pemateri : Kanaidi, SE., M.Si., cSAP) ... Bagi Para Karyawan PT JAS Jakarta, di V Hotel-Setrasari Mall-Bandung, 13-14 Dec 2013
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Effective COMMUNICATION Skill & Successfully MOTIVATING PEOPLE Training (Pemateri : Kanaidi, SE., M.Si., cSAP) ... Bagi Para Karyawan PT JAS Jakarta, di V Hotel-Setrasari Mall-Bandung, 13-14 Dec 2013



Kanaidi, SE., M.Si (Penulis “Buku Dasar-Dasar PERIKLANAN”, Service Quality and Motivation Trainer, Dosen Marketing Management, Praktisi Bisnis) ...

Kanaidi, SE., M.Si (Penulis “Buku Dasar-Dasar PERIKLANAN”, Service Quality and Motivation Trainer, Dosen Marketing Management, Praktisi Bisnis)
email : kana_ati@yahoo.com atau kanaidi@yahoo.com atau kanaidi963@gmail.com
Jln. Sariassih No. 54 BANDUNG 40151
HP. 08122353284 - 087822984716
Telp/Fax. 022-4267749
PIN BBm : 27CBC148
Facebook : Kanaidi Ken & Kanaidi Ken Part II



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  •  B. Checking Feelings <br /> Describe what you understand the other person is feeling and ask tentative questions to see if you are correct in your assumptions.  <br /> Example of feeling words: <br /> HAPPYSADANGRYAFRAID <br /> cheerfuldismalbitteralarmed <br /> enthusiasticchoked upbewilderedanxious <br /> jollyill at easeindignantfearful <br /> light heartedmournfulenragedimpatient <br /> playfulout of sortsirritatedinsecure <br /> EXERCISE <br /> 1. For 5 minutes partner A tells a story while partner B listens for feeling words. <br /> 2. Partner B asks questions about the feeling words they heard. <br /> Example: "While you were talking, you mentioned several times how disappointed you were when.... Would you care to share with me how the disappointment effected you?" <br /> Caution: Whenever you ask feeling questions be careful to make them tentative e.g. "Would you care to share... I get the feeling that...It seems to me that..." Then end with the question, "Am I right?" Always leave a way out in case they are reluctant to share. When an individual avoids answering it gives a clue that this is a sensitive area. It should be left alone for the present as it can be a blocking mechanism that cuts off the whole conversation. Never pry into personal feelings unless they are shared without coaxing.   <br /> 3. Partners debrief for 2 minutes. <br /> 4. Reverse the exercise. <br /> 5. Partners debrief. <br /> 6. Whole group comes together to debrief and ask questions. <br /> EXERCISE <br /> 1. Divide into groups of six and sit in circles. <br /> 2. Each group is to number 1 to 6. <br /> 3. Person 1 is to make a feeling statement to person 2 on their left. <br /> 4.Person 2 responds back with a feeling check. "From what you have said, I get the feeling that......Am I right?" <br /> 5.Person 2 turns to person 3 and makes a feeling statement. <br /> 6.Person 3 responds to person 2 with a tentative statement. <br /> 7.Continue around the circle. <br /> 8.Bring the group together and debrief. <br />   <br /> C. Blocking statements <br />  Any statement that changes the subject or that invades privacy blocks the conversation. Blocking statements will end the interview. <br />

Effective COMMUNICATION Skill & Successfully MOTIVATING PEOPLE Training (Pemateri : Kanaidi, SE., M.Si., cSAP) ... Bagi Para Karyawan PT JAS Jakarta, di V Hotel-Setrasari Mall-Bandung, 13-14 Dec 2013 Effective COMMUNICATION Skill & Successfully MOTIVATING PEOPLE Training (Pemateri : Kanaidi, SE., M.Si., cSAP) ... Bagi Para Karyawan PT JAS Jakarta, di V Hotel-Setrasari Mall-Bandung, 13-14 Dec 2013 Presentation Transcript

  • Effective Communication Skill TRAINING & “ Effective Communication Relational By : Kanaidi, SE., M.Si Communication” kana_ati@yahoo.com ..08122353284
  • Apa pendapat Anda ?
  • What is Communication ? • Komunikasi adalah kegiatan pengoperan lambang yang mengandung arti/makna yang perlu dipahami bersama oleh pihak yang terlibat dalam kegiatan komunikasi (Astrid). • Komunikasi adalah kegiatan perilaku atau kegiatan penyampaian pesan atau informasi tentang pikiran atau perasaan (Roben.J.G). • Komunikasi adalah sebagai pemindahan informasi dan pengertian dari satu orang ke orang lain (Davis, 1981). • Komunikasi adalah berusaha untuk mengadakan persamaan dengan orang lain (Schram,W) • Komunikasi adalah penyampaian dan memahami pesan dari satu orang kepada orang lain, komunikasi merupakan proses sosial (Modul PRT, Lembaga Administrasi)
  • Communication Komunikasi secara mudah dapat diartikan sebagai proses transfer pesan dalam menyalurkan informasi atau message melalui sarana atau saluran komunikasi kepada komunikan yang tertuju. Komunikator Komunikan
  • Elements of the Communication Process Communication Process The sender Source/ Source/ Sender Sender Encoding Channel Channel Message Message Decoding Decoding Receiver Receiver Encoding The message Response The channel Decoding The receiver Noise Noise Feedback Feedback
  • Noise
  • Transmission Media • Oral communications – – – – Face-to-face Telephone Meetings Presentations   Nonverbal communications     Facial expressions Vocal qualities Gestures Posture Written communications        Memos Letters Reports Bulletin boards Posters Computers/e-mail Fax
  • How Does Communication Work? Interactive Model of Communication
  • Sending Messages Planning the message ◦ WHAT is the goal of the message? ◦ WHO should receive the message? ◦ HOW will you encode the message? ◦ WHEN will you transmit the message? ◦ WHERE will you transmit the message?
  • The Message-Sending Process Model Step 1. Step 2. Step 3. Step 4. Step 5. Develop rapport. State the communication objective. Transmit the message. Check understanding. Get a commitment and follow up.
  • Other helpful techniques to foster communication (both verbal and nonverbal)… Nod Your Head Maintain eye contact Repeat the last word or two of the prior speaker Keep an open body position Make encouraging statements Repeat a sentence or part of one
  • Feedback Feedback: the process of verifying messages. Type of feedback: 360 degree feedback Guidelines for obtaining feedback Be open to feedback Be aware of nonverbal communication Ask questions Paraphrasing
  • Relational Communication Endless Feedback Loop When people interact, they repeatedly send and receive messages. These messages and reactions continually move around and between the communicators.
  • Jenis-jenis komunikasi Komunkasi verbal “Komunikasi yang disampaikan dengan menggunakan kata-kata baik diucapkan maupun ditulis” Komunikasi Komunkasi Non-verbal “Komunikasi menggunakan isyarat, gerakan tubuh, seperti ekspresi wajah, sikap tubuh, kontak mata, senyuman, jarak”
  • Komunikasi Verbal • • • • • • Vocabulary (perbendaharaan katakata) Racing (kecepatan) Intonasi suara Humor Singkat dan jelas Timing (waktu yang tepat)
  • Communicating Nonverbally What’s the Big Deal about Communicating Nonverbally?  happens continuously  conveys 93 percent of our emotional meaning  can occur unintentionally  many cues are contextual  often more reliable and believable than verbal
  • NON-VERBAL COMMUNICATION  Eye contact: signals interest in others  Facial expressions: smiling is a powerful cue that transmits happiness, friendliness, warmth, liking, and affiliation.  Gestures: if you fail to gesture while speaking, you may be perceived as boring, stiff and unanimated.  Posture and body orientation: communicate numerous messages by the way you walk, talk, stand, and sit.  Proximity: cultural norms dictate comportable distance for interaction with others  Paralinguistics: this includes tone, pitch, rhythm, timbre, loudness, and inflection  Humor: laughter releases stress and tension for you and others.
  • Komunikasi NonVerbal • • • • • • Ekspresi wajah Kontak mata Sentuhan Postur tubuh dan gaya berjalan Sound (Suara) Gerak isyarat
  • Hand Gestures Mean Different Things in Different Countries
  • Hand Gestures Mean Different Things in Different Countries (cont’d)
  • Komunikasi : 7% Verbal 38 % Nada 55 % Bahasa tubuh
  • Direction of Communication Ω Problem Statement Ω Strategic Direction ►►► Conclusion ►►► Solution Downward Lateral Upward
  • Dealing with Emotional Person Understanding feelings ◦ Feelings are subjective. ◦ Feelings are usually disguised as factual statements. ◦ Feelings are neither right nor wrong. Calming the emotional person ◦ Never tell the person that they shouldn’t feel the way they do. ◦ Never chastise them for their feelings. ◦ Never tell them that you know how they feel. Empathic listening ◦ Don’t argue with the person. ◦ Identify their feelings without agreeing or disagreeing. ◦ After dealing with emotions, go on to work on content.
  • Seseorang yang PROFESIONAL
  • KOMUNIKASI adalah KUNCI UNTUK MEMBUKA JENDELA DUNIA Ω Problem Statement Ω Strategic Direction ►►► Conclusion ►►► Solution • Pahami pesan verbal dan non verbal • Gunakan bahasa tubuh yang positif dan tekanan suara yang tepat • Gunakan bahasa yang dipahami teman bicara • Mendengar aktif
  • . ...... Hello Effect Pahami Moment of Truth Kesan pertama yang timbul akan berdampak pada masa yang akan datang Coffee Stain Kesan yang buruk adalah noda yang tidak dapat ditarik/diubah kembali
  • KESAN PERTAMA BEGITU MENGGODA …... SELANJUTNYA……….. Bagaimana caranya supaya orang dapat bercakap-cakap dengan baik? Atau menjadi teman bicara yang menyenangkan? Ada orang yang dengan mudahnya dapat mengobrol dengan siapa saja, tetapi ada juga yang sering harus memaksakan diri supaya jangan tampak terlalu angker.
  • PENAMPILAN Penampilan LUAR Penampilan DALAM
  • Penampilan yang menarik Usaha untuk mendapatkan penampilan yang menarik : 1.Menjaga kebersihan Bau Badan, mulut, kuku, wajah dan rambut, 2. Memelihara kesehatan 3. Membentuk Sikap tubuh 4.Kerapihan dan keserasian busana/pakaian, sepatu, tas/aksesories Tergantung : Waktu, tempat, sifat pertemuan, siapa yang mengundang, kepribadian, warna kulit,proporsi tubuh
  • SIKAP TUBUH POSITIF DALAM BERKOMUNIKASI • Senyum • Jabat tangan yang erat • Duduk tegak • Tenang, relaks dan tangan terbuka • Menjaga kontak mata Canada 5 • Mendekatkan badan untuk menyimak • Mengangguk tanda setuju atau mendukung
  • SIKAP TUBUH NEGATIF DALAM BERKOMUNIKASI • Cemberut • Lemas; jabat tangan lemah • Membungkuk atau menyender • Melipat tangan atau memasukkan tangan ke saku • Melihat ke bawah atau menunduk, menjauhi teman bicara • Mengetuk-ngetuk jari • Sering melihat jam
  • MENDENGAR EMPATI • Game Mendengar • Game Berbicara 4 TAHAPAN MENDENGAR  Tidak Mendengar  Mendengar Selektif  Mendengar dengan Penuh Perhatian  Mendengar Empati
  • MENDENGARKAN DENGAN EMPATI Perhatikan si Pembicara  Lakukan kontak mata yang positif dan nyaman untuk membuat si pembicara merasa dihargai dan dimengerti  Miringkan badan anda ke arah si pembicara Pusatkan perhatian untuk memahami pembicara :  Perhatikan perasaan dan persepsinya bukan hanya katakatanya.  Jangan menginterupsi; dengarkan terus dengan membantu mengklarifikasi sampai apa yang dimaksudkannya menjadi jelas.  Jangan menghakimi atau mengkritik – ini akan membuatnya “menutup diri”.  Ajukan pertanyaan untuk mengklarifikasi maksudnya.  Buat rangkuman dari apa yang anda pahami.
  • Contact Us : Ω Mapping Ω Problem Statement Ω Strategic Direction ►►► Conclusion Kanaidi, SE., M.Si (Trainer & Dosen, Penulis, Peneliti, dan PeBisnis) e-mail : kanaidi@yahoo.com atau kana_ati@yahoo.com Telp : 022-2005972 Fax : 022-4267749 HP. 0812 2353 284 Pin BBm : 27CBC148 087822984716 Facebook : Kanaidi Ken & Kanaidi Ken Part II www.ken-kanaidi.blogspot.com www.ken-sukses.blogspot.com www.pemimpin.unggul.com www.google.com “Pemateri Training” www.formulabisnis.com/?id=ken_kanaidi