SERVICE COMMUNICATING DEPARTMENT : ART, CRAFT AND TOURISM STUDY PROGRAM : BEAUTY CARE SKILL COMPETENCY : SKIN CARE

COMPETENCY STANDARD 2. Understand the Concept of Service Communicating DEPARTMENT (VOCATIONAL GROUP) BEAUTY CARE COMPETENCY STANDARD 2. Understand the Concept of Service Communicating Seni Kerajinan dan Pariwisata

Seni Kerajinan dan Pariwisata COMPETENCY STANDARD 2. Understand the Concept of Service Communicating 2.1.Explain the communication principles in workplace 2.2.Select mode of communication with coworker and clients 2.3.Maintain the personal appearance standard 2.4.Conduct team cooperation Seni Kerajinan dan Pariwisata

SERVICE COMMUNICATING Grade : XII Semester : 6 Meeting : 48 periods Seni Kerajinan dan Pariwisata

CONCEPT OF COMMUNICATION It is a process of delivering and receiving information/message between two individuals or more in an effective manner so that the information/message could be understood. Seni Kerajinan dan Pariwisata

COMMUNICATION COMPONENTS COMMUNICATOR MESSAGE MEDIA COMMUNICANT Seni Kerajinan dan Pariwisata

FORMS OF COMMUNICATION VERBAL COMMUNICATION: talking, discussing, asking, speech delivering, presenting, arguing, debating, etc. NON-VERBAL COMMUNICATION/BODY LANGUAGE: shaking, nodding, facial expression, smiling, frowning, etc. Seni Kerajinan dan Pariwisata

TYPES OF COMMUNICATION COMMUNICATION BY TARGET AUDIENCE (private/one person-to-one person communication) & (public/one person-to-more than one person communication) COMMUNICATION BY NUMBER OF AUDIENCE (in-person and in-group communication) COMMUNICATION BY MEANS OF MESSAGE DELIVERY COMMUNICATION BY PURPOSE/INTENSION COMMUNICATION BY TYPES OF ACTIVITY – DIRECT OR INDIRECT Seni Kerajinan dan Pariwisata

EFFECTIVE COMMUNICATION 1. FROM COMMUNICATOR VIEW POINT: communication skill, attitude, knowledge, social system, and physical condition. 2. FROM COMMUNICANT VIEW POINT: communication skill, attitude, knowledge, social system, and physical condition. Seni Kerajinan dan Pariwisata

COMMUNICATION HANDICAPS LANGUAGE HANDICAP STRUCTURE HANDICAP DISTANCE HANDICAP BACKGROUND HANDICAP Seni Kerajinan dan Pariwisata

COMMUNICATION AT WORKPLACE ATTENTION SHOULD BE PAID TO THE FOLLOWING: Coworker is a friend Keep distance to him/her Maintain self credibility Be wise to criticism Avoid gossiping Never judge others Synchronize attitude and ambition Never be drowned (affected by) in the mood Seni Kerajinan dan Pariwisata

Seni Kerajinan dan Pariwisata CLIENT/CUSTOMER INTERNAL CLIENT/ CUSTOMER EXTERNAL CLIENT/ CUSTOMER Seni Kerajinan dan Pariwisata

CLIENT/CUSTOMER EXPECTATIONS Clients/customers expect to acquire excellent service in terms of politeness, attention, and quick delivery of the needed goods or services. Seni Kerajinan dan Pariwisata

CLIENT/CUSTOMER EXPECTATIONS Clients/customers expect to acquire excellent service in terms of politeness, attention, and quick delivery of the needed goods or services. Seni Kerajinan dan Pariwisata

CLIENT/CUSTOMER COMPLAINT MECHANICAL COMPLAINT ATTITUDINAL COMPLAINT SERVICE-RELATED COMPAINT UNUSUAL COMPLAINT Seni Kerajinan dan Pariwisata

Seni Kerajinan dan Pariwisata COMPLAINT HANDLING Listen to their complaints with careful attention and empathy Whenever possible, separate the angry client/customer from others Act calmly Be careful with client/customer self esteem Give careful and total attention Take notes on their complaints Seni Kerajinan dan Pariwisata

Seni Kerajinan dan Pariwisata COMPLAINT HANDLING Offer a number of alternatives Decide on the term of problem handling Observe other people’s helpful action Contact the client/customer and ask them if the solution is satisfactory Extend appreciation to the customer/client Seni Kerajinan dan Pariwisata

GROOMING (SELF APPEARANCE) GROOMING: A TOTAL, CLEAN AND TIDY APPEARANCE OF A PERSON IN LINE WITH TIME, VENUE, EVENT AND PURPOSE. Seni Kerajinan dan Pariwisata

GROOMING (SELF APPEARANCE) SUPPORTED BY: MAINTAINANCE OF PERSONAL HEALTH AND SANITATION FASHION/CLOTHING MAKEUP AND HAIR DO JEWELRY Seni Kerajinan dan Pariwisata

Seni Kerajinan dan Pariwisata PERSONAL MANNER WAY OF WALKING WAY OF WEARING CLOTHES WAY OF SPEAKING Seni Kerajinan dan Pariwisata

Seni Kerajinan dan Pariwisata TEAMWORK WHAT TEAM WORK IS MEANT: A team/group of two or more individuals that interact and are dependant to one another to achieve a certain goal. Seni Kerajinan dan Pariwisata

PRINCIPLES OF TEAMWORK HAVE A COMMITMENT TO COOPERATE HAVE INTER-SELF VALUATION HAVE OPEN-MIND ATTITUDE HAVE A COMMITMENT TO ACHIEVE A GOAL HAVE GOOD IDEA TO COMMUNICATE Seni Kerajinan dan Pariwisata

BENEFITS AND OBJECTIVES ASSIST IN SOLVING PROBLEMS INCREASE SELF CONFIDENCE CONDUCIVE WORK ENVIRONMENT REDUCE WORKLOAD Seni Kerajinan dan Pariwisata

PHASED TEAM DEVELOPMENT FORMING STORMING NORMING PERFORMING ADJOURNING Seni Kerajinan dan Pariwisata

Seni Kerajinan dan Pariwisata BIBLIOGRAHPY Ni Wayan Suwithi, MM,2005, Bekerja dengan Kolega dan Pelanggan, Jakarta : P3GK Bidang Bisnis dan Pariwisata Karyono, A Hari, Drs, 1995, Etika Komunikasi, Bandung : Angkasa Karyiono, A Hari, Drs, 2003, Pembentukan Tim, Jakarta : Direktorat Dikmenjur Seni Kerajinan dan Pariwisata

Jl. Sidikan no 60 Umbulharjo, telepon / Fax (0274) 372238 THANK YOU SMK N 4 YOGYAKARTA Jl. Sidikan no 60 Umbulharjo, telepon / Fax (0274) 372238 Yogyakarta Kode Pos 55162 Seni Kerajinan dan Pariwisata