ASAS
STRATEGI KOMUNIKASI
PPL
Universiti Putra Malaysia
CONTENTS
UNITS:

I: Introduction to Comm in Organ
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II: Basic Comm Skills
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III: ITP Comm Strategies
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IV: Group Comm Strategies
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V: Public Presentation Strategies
Unit III
DETAILS OF UNIT III
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ITP Comm Strategies
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Ch7: Work Relationships
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Ch8: Principles of Interviewing
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Ch9: Interview in Business Settings
ITP COMM STRATEGIES: Chapter 7
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Ch 7:Work Relationships
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Important skills to maintain
constructive r/ships with
superiors, co-workers,
customers, and others
Manager-Employee Relationships
“Everyone has a boss!”
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Basic ethics of comm
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Refraining comments on sensitive issues
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Straight forward & honest with everyone
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Avoiding delays & distortions of
information. No personal gain/
manipulation
Stick to organiz-l goal esp during conflict
Manager-Employee Relationships
“Everyone has a boss!”
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Goal-setting
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Friendliness, Openness, Cooperation, Honesty.
Situational Knowledge: Comm Climate:
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EFFECTIVE MNGRS: Approachable, Sensitive,
Credible, Confident, Honest, Supportive.
EFFECTIVE EMPLYEES: Performing the best,
Pressure proof, Cooperative, Supportive,
Honest, Promote boss’s & company’s success
Manager-Employee Relationships
“Everyone has a boss!”
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Methods of Managing Power
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Assign on important tasks – esp. critical issues
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Discretion & autonomy over tasks & resources
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Visibility to others & recognition for efforts
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Building r/ships for others, connecting with
powerful people, finding sponsors, etc.
Co-worker Relationships
“Capitalizing on individual strength!”
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Coworkers are based upon:
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Proximity
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Shared interests
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Shared tasks
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Satisfaction of needs:
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Support; Power; Expertise; Social interactions
Difficult person
in our workplace!
Who are they?
"Sebarang individu / manusia yg
bertindak keterlaluan dan menimbulkan
ancaman jangka panjang dan jangka
pendek dari segenap segi.”
–> tindakan, pandangan, perkataan, dll.
Individu bermasalah
 Cara orang bermasalah berfikir:
 Enggan memahami & menerima diversity.
 Hanya pandangannya shj yg benar &
tepat.
 Fikiran golongan ini tertutup, negatif,
skeptikal, prasangka, kusust, terdesak,
putus asa, agresif, etc.
 Semua yg baru, janggal & luar biasa ialah
salah, silap & sesat – malah haram!."
7 KATEGORI
INDIVIDU BERMASALAH
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The Hostile aggressive
The Complete complainer
The Clamming-up
The Ballooner
Super Agreeable & nice
The Negativist
The Indecisive
'Hostile-aggressive‘ (ancam & agresif)
Ciri-ciri:
* Bertanya untuk memalukan
* Nada suara yg keras, gaya yang angkuh
* Kata2 yg memperli, merendah2kan kita
* Ambil kesempatan atas kelemahan kita.
'The Complete Complainer‘
(bersungut / complain)
Ciri-ciri:
* Sentiasa merungut biar apapun yang kita
buat – sekalipun kesilapan kecil.
* Sentiasa mempertahankan kesalahan &
kelemahan dirinya dgn menyalahkan orang
lain.
'Clamming Up' (pendiam)

Ciri-ciri:
* Orang yg hanya diam ketika
ditanyakan sesuatu maklumat yang
mustahak.
* Sentiasa berikan jawapan ringkas
seperti: - "entah!", "Tak tahu", "Ok!".
'The Balloons‘
(menunjuk-nujuk pandai / hebat)
·
Ciri-ciri:
*Bersikap demikian utk melindungi
kekurangan diri.
* Orang ini menolak pandangan orang lain
* Rasakan hanya dia yang bagus.
Difficult Co-workers
“Capitalizing on individual strength!” – suggested
steps on page 213
1. Make sure you are not the one
2. Do your job
3. Fulfill the necessities of difficult person
4. Assess their perception levels
5. Accept them as is – not what you want them
to be!
Difficult Co-workers
“Capitalizing on individual strength!” – suggested
steps on page 213
6. Confront them – wisely!
7. State how you feel – cautiously!
8. Recognize their achievements – deservingly!
9. Maintain your professionalism
10. Seek mediation – if all fails
Mentor – Protégé
(page 222)
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Mentor is usually older (years / knowledge /
experience) from 8 to 15 years.
Mentor must be: confident, approachable,
successful, skillful in comm., able to make
decision, secure, strong ITP skills.
Protégé must be: ambitious, eager to learn,
open-minded, loyal, talented, energetic,
communicative.
Mentor – Protégé phases
(page 222)
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Initiation – appreciate the mentor’s talent and
expertise
Cultivation – ITP bonding in term of mutual
admiration.
Separation - Mentor & protégé needs some
distance to be more independence.
Redefinition – both see each other as peers (parallel
but not equal!)
Addressing sexual harassment
in workplace -page 228
As a victim:


Be straight forward
Immediately lodge a report to your
boss/personnel.
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Document each incident in details.
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Bring up any witness (if any)
Addressing sexual harassment
in workplace -page 228
As a supervisor:
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Take every complaint seriously
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Conduct your own investigation
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Maintain objectivity
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Suspend judgment – supervisor only
supervise, let the judges pass the judgment!
ITP COMM STRATEGIES: Chapter 8
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Ch 8:Principles of I/viewing
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“Your effectiveness in
performing a task lies in your
ability to reach others through
your spoken word.”
P’ciples of I/viewing
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Important rules of asking questions:
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Clarity in questioning
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Relevance in questioning
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Neutral & non-bias in questioning
P’ciples of I/viewing:
Types of Questionnaires
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Close-ended (yes or no)
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Open-ended [Primary / Secondary]
P’ciples of I/viewing:
Types of Questionnaires (page 250)
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Open-ended [Primary / Secondary] – 8 types:
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Clarification-”Could you tell me a little more about..”
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Elaboration-”Anything else you want to elaborate?”
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Paraphrase-“Let’s see, you were saying…”
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Encouragement-“Uh..huh! /That’s interesting”
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Mirror-”You said that it’s important for you to have
this job…” (using the respondents’ statement)
P’ciples of I/viewing
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Responding & Providing F/back:
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Attend with full preparation.
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Concentrate on what you have to say
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Listen!– never interrupt an incomplete question
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Think before you speak- Don’t blurt out word/s
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“An interviewee is worthy of an interviewer’s
time.”
ITP COMM STRATEGIES:
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Ch 9: I/view in Biz Settings
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“Your qualification will only
get you an interview; your
performance in the interview
will get you the job!”
Interview
in Business Settings
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An Interviewee must know…
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The goal setting –(i.e.) “To get the job!”
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Situational k’ledge – “Do some research!”
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Prepare a CV that fit to the interview
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Prepare a CV with a COVER LETTER!
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Research on the Company’s background!
Interview
in Business Settings
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Communication Competence:
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Dress appropriately
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Prepare to ask & answer questions
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Listen and utilize non-verbal comm skills
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Handle discriminatory questions neutrally
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Following up the interview – send a letter
Wassalamualaikum & Terima kasih