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Overcoming Verbal, Non-Verbal, and Written Miscommunication with Other Workers at PT. Top Golf Bandung.

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ABSTRACT

Tujuan Tugas Akhir ini adalah untuk membahas masalah yang saya hadapi saat melakukan kegiatan magang di PT. TOP GOLF. Masalah yang saya hadapi adalah menangani masalah miskomunikasi yang terjadi di antara para pekerja PT.TOP GOLF.

Dalam Tugas Akhir ini juga dianalisis sebab dan akibat dari masalah yang saya hadapi, yaitu karena saya kurang memahami isi pesan singkat (SMS), dan saya kurang berpengalaman kerja. Sedangkan dampak dari masalah saya adalah produktivitas dan performa kerja saya terpengaruhi, dan efektivitas kerja saya menurun.

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TABLE OF CONTENTS

ABSTRACT ... i

DECLARATION OF ORIGINALITY ... ii

ACKNOWLEDGEMENTS ... iii

TABLE OF CONTENTS ... iv

CHAPTER I. INTRODUCTION ... 1

A. Background of the Study B. Identification of the Problem C. Objectives and Benefits of the Study D. Description of the Institution E. Method of the Study F. Limitation of the Study G. Organization of the Term Paper CHAPTER II. PROBLEM ANALYSIS ... 6

CHAPTER III. POTENTIAL SOLUTIONS ... 9

CHAPTER IV. CONCLUSION ... 15

REFERENCES

APPENDICES:

A. FLOWCHART

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CHAPTER I

INTRODUCTION

A. Background of the Study

Miscommunication is a common problem that happens in the working place.

Kushal defines miscommunication as “a ruined form of communication. What is

to be communicated, does not get communicated and an obstructed form of the

message is transmitted” (Business Communication, 2010). It is possible to happen

that what people mean to say is not well communicated to their friends at work

which leads to miscommunication problem. It is simply said that the

communication is not well-developed. In working fields for example, employees

must have good communication with one another because it may create a good

working atmosphere. If miscommunication occurs it may damage the working

process.

Miscommunication happened during my internship at PT. TOPINDO

LUCKY SPORT (TOPGOLF). My main job was to serve customers who visited

the store or in other words I worked as a marketing officer of the store. Briefly,

PT TOPGOLF is a retail company which sells golfing’s equipment such as bags,

golf clubs, gloves and many more.With my position as a marketing officer in the

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be able to explain the excellence of the products so the customer will put interest

to buy. Furthermore, I also did some product re-stock in the storage. In addition, I

learnt about how to fix customer's broken golf equipment. Storage re-stock and

fixing the golf equipment need accuracy since performing best service is more

important than selling the golf equipment. During my internship I faced a problem

that is difficulty in handling miscommunication with two workers, namely Nanda

with the sales consultant and the shop officer regarding the report of the data

re-stock because I misinterpreted the instructions given. The miscommunication

disturbed my working productivity.

Because of the problem I faced, I am interested to analyze the

miscommunication. I will analyze the causes and the effects and I will find the

solutions to solve this problem. I will analyze this problem systematically and

thoroughly in the subsequent chapters.

B. Identification of the Problem

The research questions are formulated in the following questions:

1. Why was it difficult for me to handle miscommunication with other

workers?

2. How did the problem affect me asa worker at PT. TOPGOLF?

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C. Objectives and Benefits of the Study

The objectivesof these final paper are to analyze the causes and the effects of

the problem. I would also like to find the best solutions toovercome the problem

which I had during my internship at PT. TOPGOLF. The benefits of reading this

paper are to help every worker solve a similar problem he/she faces. Additionally,

this paper gives information to the staff / workers of PT. TOPGOLF about how to

overcome miscommunication with other workers at PT.TOPGOLF. Last but not

least, for me as the writer of this paper, I will get the knowledge in overcoming

miscommunication with other workers.

D. Description of the Institution

Based on the information from the official site, PT. Topindo Lucky Sport

(TOPGOLF) is a company that was established in 2007 by Lucky K.C. His

business started as he opened his first golf store at Belleza shopping arcade,

Permata Hijau Jakarta Selatan. This company is known for its fine reputation. It

has gained some titles as a modern golf retailer, the first golf online store in

Indonesia, and also the only store that provides the best fitting equipment that

applies simulator technology. Its development never ceased to grow, and PT.

TOPGOLF began its expansion by opening more stores in Kelapa Gading, Pluit

Village, SCBD, and Senayan. Besides, Bandung became a proof of TOP GOLF’s

owner hard work in developing his business to a better state in order to fulfill the

needs of best-qualified golf equipment in big cities. Located at Jalan Naripan 115,

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PT. TOPGOLF store also offers fitting service for the customers who want to find

the right product that would fit for their best performance. By using this service,

customers can also repair their broken or unfit equipment.

The mission of PT PT. TOPGOLF is to fulfill customer's satisfaction, whereas

the vision is to create the highest productivity by providing the right solution to

CSPO(Customer Supplier People Organization).

E. Method of the Study

The data used in this paper was collected during my internship from January 5

until February 2, 2015 at PT. PT. TOPGOLF. The process of collecting the data

was done by observation. In addition, I did library research to find theories from

the Internet articles and books. The theories are used to analyze the causes,

effects, and potential solutions of the problem.

F. Limitation of the Study

The focus of the analysis in on miscommunication I experienced at the

workplace. The subject of the study is myself as a marketing officer and the other

two workers (sales consultant and shop officer) during my internship at PT. Top

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G. Organization of the Term Paper

This term paper starts with the Abstract and it is divided into five parts. The

first part is Chapter I. It contains the Introduction, whichincludesBackground of

the Study, Identification of the Problem, Objectives and Benefits of the Study,

Description of the Institution, Method of the study, Limitation of the Study, and

Organization of the Term Paper.The second part is Chapter II, the problem

analysis. In this chapter, I discuss the causes and effects of the problem. The third

part is Chapter III, which contains the Potential Solutions of the Problem. The

fourth part is Chapter IV, which discusses the conclusion. In this chapter, I will

explain the best solution that I choose, including the reasons why I choose the

solutions. Finally, the paper ends with References and Appendices, containing the

first one is the flowchart, the second is the topgolf’s product and the third is the

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CHAPTER IV

CONCLUSION

In this chapter, I would like to present the chosen solutions to overcome my

problem. My problem is I had the verbal, non-verbal and written

miscommunication with other workers at PT. TOPGOLF. The first cause of my

problem is I misinterpreted the content of the text message sent by one of my

co-workers. The second cause of my problem is I did not have working experience.

The problem creates two effects, they are: My productivity and working

performance was influenced, and my working affectivity decreased. I propose

three potential solutions to overcome my problem, I will ask my co–worker to

send a detailed text messaging, I will suggest the manager who supervised me in

PT. TOPGOLF to provide communication skills training for new workers, and I

will try to be more open and interact directly with other workers.

Having analyzed the potential solutions, I choose to combine all of my

potential solutions to be the best solutions to overcome miscommunication with

other workers at PT. TOPGOLF. Accordingly, I present my discussion on my

three potentials solution. I choose these potensial solution because all of them

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co-worker to write a detailed message related with job and important news in order to

avoid miscommunication in understanding the message sent.

Second, I will suggest the manager who supervised me in PT. TOPGOLF to

provide communication skills training for new workers because effective

communication is importantly needed in avoiding miscommunication in a

workplace. Third, I will try to be more open and interact directly with other

workers because if interaction between co-workers goes well it will develop good

relationship and good communication.

At the end of this term paper, I would like to suggest everyone who wants to

do an internship as worker to prepare himself/herself well when they are about to

work in a company where good communication is importantly needed. My

internship experience shows that a company will not be able to develop well if

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REFERENCES

Printed Sources:

Kushal, Sri Jin. (2010). Business Communication. Delhi: Vaibhav Printers.

Electronic Sources:

Alpert, Richard. T. (2015). Cultural Diversity in the Workplace.

Retrieved from the Diversity Resource Website:

http://www.diversityresources.com/cultural-diversity-workplace/

Amo, Tina. (2015). The Negative Effects of a Lack of Training in the Workplace.

Texas: Houston.

Retrieved from the Demand Media Website:

http://smallbusiness.chron.com/negative-effects-lack-training-workplace-45171.html

Arthur, Luke. (2015). What Are the Disadvantages in Training Employees .

Retrieved from eHow website:

http://www.ehow.com/info_8026443_disadvantages-training-employees.html

Barrett, Valerie Bolden. (2015). How to Improve Business Communication Through

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Retrieved from Demand Media website:

http://smallbusiness.chron.com/improve-business-communication-through-text-messages-74614.html

Beams, Dabney. (2015). Getyour text message usage details.

Retrieved from website:

http://support.sprint.com/support/article/Get_your_text_message_usage_details/a

9035f32-ee60-43c-8895-d9c84712488d

Broida, Rick. (2008). Want a Fast Response?Send a text message.

Retrieved from CBS News website:

http://www.cbsnews.com/news/want-a-fast-response-send-a-text-message/

Demerr, Jayson. (2015).Communication in 2015: Text, Voice, Video or In-Person?.

Retrieved from website:

http://www.inc.com/jayson-demers/communication-in-2015-text-voice-video-or-in-person.html

Effective Communication for Employees Training. (2015).

Retrieved from Training Today website:

http://trainingtoday.blr.com/employee-training-course/effective-employee-communication-training

Hansen, Jennifer. (2013). Doesn’t anybody use the phone any more? Plus my latest

Blog Plan.

Retrieved from Jennifer Hansen website :

http://jenniferhansen.com.au/tag/miscommunication-through-texting/

Michael Page. (2015, November 15). The Importance of Good Communication.

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Maranatha Christian University

Retrieved from the Michael Page Website:

http://www.michaelpage.co.uk/employer-centre/development-and-retention-advice/the-importance-of-good-communication

Moriarty, Jo, MeilingKam, Caroline Coomber, Deborah Rutter, and Michael Turner.

(2010). Communication training for care home, workers: outcomes for older

people, staff, families and friends.

Retrieved from Scie website:

http://www.scie.org.uk/publications/briefings/briefing34/

Munroe, Shala. (2015). Examples of Miscommunication at the Workplace.

Retrieved from Global Post website:

http://everydaylife.globalpost.com/examples-miscommunication-workplace-2667.html

Parson, Aaron. (2016). Get text message details.

Retrieved from website:

http://classroom.synonym.com/sprint-text-details-117910.html

Raouna, Koulla. (2015). The Perks of Being Straightforward.

Retrieved from Career Addict website:

http://www.careeraddict.com/the-perks-of-being-straightforward

Richards, Leigh. (2015). Effective Communication Between Workplace Peers.

Retrieved from Demand Media website:

http://smallbusiness.chron.com/effective-communication-between-workplace-peers-712.html

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Retrieved from website:

https://tekgabber.com/2013/04/24/texting-in-the-workplace-and-its-pros-and-cons/

Topgolf. (2015). Topgolf Shopping.

Retrieved from Topgolf Website: http://www.topgolfshopping.com/index.php#

Topindo. (2014). Sejarah Perusahaan.

Retrieved from Topindo Website:

http://topindo.com/ind/company/abriefhistoryofthecompany

UNI Business (2011). Communicating Strategically. Northern Iowa.

Retrieved from the UNI Business Website:

http://business.uni.edu/buscomm/Interpersonal/ConflictPrevention.htm

Van Veenen, Jelle. (2010). Dealing with Miscommunication, Distrust, and Emotions in

Online Dispute Resolution.

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