Applying Basic Communication Skill

Identify communication process

Accept and submit information
Select communication media
Conducted communication by telephone
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KD

1.
INDICATOR

Identify communication process

1.1
1.2
1.3
1.4

MATTER

ACTIVITY
STUDY

1.5
1.6
-

Ability to communicate as a requirement

on site activities are identified
Communicate with supervisor and with friend
are identified
Ask suggestion on communicate appropriately
Technique of asking questions on conversation
skills to collect and submit information
Use appropriate language
USe feed back for imrovement
Communication
Technique of enquire
Feed back for improvement
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

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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)

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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

MATTER

ACTIVITY
STUDY

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
Understanding Information
Good Way of information acceptance
Way of delivering good information
Explain the meaning of information
Explain how to get good information

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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

1. letter
2. gestures
3. Signs/pictures

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 selecting the right media
3.2 using communication media

matter

understanding the communication media

type of communication media
function

Learning

Pprocess

explain the term commmunication

media
identify types of 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
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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
Cant 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
Its boring
generate undesirable friction

Audio Visual Media

Advantages :

Its 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
Its 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 4.1
able to elaborate types of telephone
conversation
4.2
able to receive &respond phonecall
4.3
Can conduct call exits
4.4
Can terminate and close phone
conversation
4.5
able to submit telephone message
MATTERCommunication types by telephone
- Way Explanation accepts phonecall
- Procedure Explanation terminates and closes
phone conversation
- Explanation of forwarding orders through
telephone
ACTIVITY
Discuss some types of communication
in
telephoning
STUDY 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
conversation
- application on submitting written and oral
message properly

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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. Telephone
2. PMBX (Private Manual Branch Exchange)
3. PABX (Private Automatic Branch
Exchange)

Some Telephone connection :

Intern
Local
Long distance call
International call

From its location:

1. Table Phone
2. 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. Pick up the handle soon. Dont let it ring
more than three times
2. greeting
3. Identify yourself
4. Use official language(formal),
communicative (clear, brief, easy to
understand)
5. Make an important point on the note(LPT)

Some equiptment needed :

1.
2.
3.
4.
5.
6.
7.

Telephone apparatus
calender
clock
stationary
Message sheet(LPT)
Internal extension numbers
Book of incoming telephone

Preparation:

Make sure you have the right telephone

number.

Prepare the stationary

On telephone conversation:
1. Press the right number
2. If it is connected. Do greeting and identify
yourself
3. Inform your intention briefly and clearly
4. Make notes of the important detail
5. End the conversation by thanking and
greeting
6. Put down the gadget slowly

How to make notes:

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

Example of Telephone message sheet

Lembar Pesan Telepon (LPT)
To :
..
called :

Date

: ..

Time

: ..

visited :

important :

by
: .
company/institution
: ......................................................
address/No. TelP
: .
please call back :

will call back

appointment

note :

received by

: .

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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