CHAPTER IV

ANALYSIS AND EVALUATION

4.1. Analysis
One of the major concerns of all organizations is to increase the
performance of their employees. Several factors can be involved in it. But in the
meantime, the directors can play a major role in increasing or reducing the
performance of your staff and it appears to the communication skills of managers
can be a decisive role. There are some forms of communication that man can do,
both in social activities and in the organization, and one of them is communication
interpersonal. Interpersonal communication is basically a direct communication
(face to face) inter-personal. with increasingly advanced technology and new
work systems now a days, interpersonal communication is consistently ignored
that the employment relationship tends to be mechanical (system based).
In the study of organizational behavior, claims that the success of the
organization is strongly influenced by how the behavior of individuals and groups
in attaining the goals of the organization. the behavior of individuals and groups,
among others, is certainly influenced by factors of leadership and communication
within the organization, interpersonal communication increasingly plays an
important role in the activities of organizations and businesses. Effective
interpersonal communication is very important for all organizations in which no
company can survive without it. People can work mutually dependent only
through communications. Communication whether in writing, talking, listening,
or even via the internet, is part of the inherent role of the employees and takes a
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lot from employees time of job. that most employees spent more than 50% of
time to talk to people, whether it is writing, hearing, listening or even via internet
medias. Its difficult to imagine for any organization which doesnt require one
people to interact with other people. Employees of the organization likely use
interpersonal communication every day to handle complaints from their
customers, to persuade their superiors to give some time off, or to comfort a
colleague dealing with difficult problems.
Interpersonal communication in recent years has been consistently placed
high as an important requirement for conducting successful job performance in
the organizations. This is why companies and institutions put a high importance
on interpersonal communication including Garuda Plaza Hotel. Focusing in the
Coffee Shop of Garuda Plaza Hotel, Led by the Food and Beverage Manager,
Iwan Wahyudi, explained that the Hotel aware that communication has become
one of the most important aspect in determining the success of the workplace, that
he explained that communication skill has become one of the criteria for one to
start a career in the Garuda Plaza Hotel.
When asked about what makes a person good at communication skills, Mr.
Irwan said that the criteria of a person to be good at communication is; the one
that can interpret well the meaning of the dialog, communicate well in the
language used, or probably one with multilanguage skills.
In the previous chapters, the writer explains that there are types of
communication in the business activity; meetings, presentation, reports, and
correspondence. All of the forms of communication are used in the Garuda Plaza
Hotel. While all of the employees have to attend meetings every morning to

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clarify all of the issues within the organization, Mr. Iwan said that this is probably
the way of Garuda Plaza Hotel to keep the communication running within the
organization. It is hard to imagine that an organization seldom keep the
communication process on run, because all of the work and the goals of the
company needs to be communicated to all the employees to made it all clear.
Communication according to Mr. Iwan is both the written and spoken, and both of
the methods are used in the Hotel. For example, if there is an indiscipline
employee, he explained that he ever gave both written and spoken warning to the
employee. The written warnings are usually for those who got warning letters and
will be fired in 3 times warning letters.
While correspondence means to write letters within the company, Mr.
Iwan explained that within the organization, especially from department to the
other department, they usually use the written communication method to
communicate, to write a business letter usually explaining a business plan, for
example from the F&B Admin to the F&B manager about a banquette holdings
and all the reports about it. Those are forms of communication, he explained.
Looking at all the business done by the communication methods, Mr.
Irwan accepts that communication can be the way to improve the job performance
of a company, while they communicate to clarify matters, communicate to
discuss, and to get things done.
Every boss wants his or her employees to use their talents to the fullest
capacity. But realistically, it's not possible for this to be done 100 percent of the
time; everyone has ups and downs in their work output, and any team member is
bound to go through a brief dip in productivity from time to time

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Mr. Iwan, As a manager, it's his job to help his team power through those
slumps and bring performance and engagement levels back to their peaks. Mr.
Iwan explained that there are a number of ways to express that you want greater
results from your staff, but barking orders and demanding that everyone puts in
more effort won't get you very far. An open, honest two-way conversation will
help you get to the root of any performance problem, even if it's minor or
temporary.
"Clear communication and consistent feedback are the keys to success,"
said Mr. Iwan, from the research of the writer did at the Garuda Plaza Hotel,
would like to draw an summary on how the Food and Beverage teams keep the
communication factors to improve the performance as observed by the writer:
1. Empowered employees. Empowerment is the key to making people efficient.
It makes teams happy, and if they're happy, they produce higher-quality work
and are more productive. Let employees have their own strategy and goals
leave it up to them. They don't need to come to you and ask a million
questions. Empowered teams to think long-term, and not tactically about the
day-to-day.
2. Managers can improve their organizations performance significantly by
communicating with their staff and involving them in decisions. This also
improves overall employee satisfaction and productivity.
3. Encourage open communication. Managers can get insight into what things
are important to the employee by using surveys, suggestion boxes and team
meetings. Be open-minded and encourage them to express their ideas and
perspectives without criticism. This means putting into practice everything

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you have learned about effective listening. Address their concerns in the best
way managers can.
4. Employees need to trust each other as well as their leadership. Employees are
constantly watching leadership to see how their decisions affect the strategic
direction of the organization and if their behaviors reflect what they say.
5. Strong employee engagement is dependent on how well employees get along,
interact with each other and participate in a team environment
6. Feedback is two way communication. It is the opportunity to share opinions
and find solutions. Too many managers think should be the province of the
annual personnel revue. Its not. It should be a daily occurrence.
7. Sharing, When employees get the idea that their manager or leader is the one
who has to solve all the problems, it takes away from their sense of
empowerment, and ultimately is likely to decrease engagement over time.
Encourage team members to take responsibility, and work through problems
or issues on their own, or collaboratively. Its not the managers job to fix
everyone elses problems.
4.2. Evaluation
From the analysis of food and beverage department in the matter of
communication, and also some of other aspects implemented and owned by
Garuda Plaza Hotel, the writer make some evaluations such as follows;

If observed, the communication process in the department is simple, the

director of the company always conduct a meeting every morning with the
managers to clarify things, which will be explained through the managers to
their subordinates by conducting another meeting early in the morning, which
all of the employees are expected to join.

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It is quiet effective to see the communication activities within the employees

with all the trust and sharing relationship building.

The F&B Manager also empower all the employees to do the tasks how they
prefer to do, which will need them to communicate to each other in problem

solving.
There are no, by far, a person with lack of communication skill that cannot
understand the task of jobs given, every employees pretty much know their

job and understood all the regulations

The F&B team has team work and open communication, and a flexible

regulation and system.

The managers always give constructive feedback to fix problems

The superiors of each department always monitor the subordinates behavior

in order to find a misleading behavior and whether it is need to be changed or
not.

From the location aspects, Garuda Plaza Hotel is located in the central city and
in the center of development center.

The employees are known for friendly and able to deliver the best service that
they can give to a guest, Many customers are repeatedly stay.