Pengaruh komunikasi nonverbal terhadap konflik interpersonal yang timbul di kalangan pramugari Citilink

Mumpuni, Indah (2021) Pengaruh komunikasi nonverbal terhadap konflik interpersonal yang timbul di kalangan pramugari Citilink. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Human Factor merupakan penyebab utama tingginya angka kecelakaan dalam dunia penerbangan. Hal inilah yang menjadi landasaan dibentuknya pelatihan Crew Resource Management. Dimana CRM memiliki salah satu fungsi untuk meningkatkan efektifitas komunikasi, yang dapat meminimalisir potensi konflik interpersonal dan pada akhirnya akan mengurangi angka kecelakaan. CRM yang awalnya merupakan pelatihan khusus untuk pilot, saat ini sudah bergeser menjadi pelatihan yang terintegrasi antara pilot dan pramugari. Terdapatnya perbedaan kepadatan jadwal antara pramugari dan pilot, menyebabkan pelaksanakan pelatihan CRM terpisah antara pilot dan pramugari di Citilink. Tujuan penelitian ini adalah untuk mengetahui seberapa kuat pengaruh komunikasi nonverbal (yang merupakan komponen terbesar dari komunikasi) dengan konflik interpersonal di kalangan pramugari Citilink. Teori yang digunakan untuk menganalisa penelitian ini adalah teori dialektika relasional. Menggunakan metode kuantitatif eksplanatif, dengan jumlah sampel sebanyak 90 orang pramugari Citilink dan teknik analisis data yang digunakan adalah uji regresi linear. Hasil penelitian menunjukkan nilai pengaruh sebesar 4.5%. Penelitian selanjutnya dapat mengembangkan dan meneliti faktor lain yang dapat mempengaruhi potensi konflik interpersonal di dalam sebuah perusahaan./Human factors are the major cause of accidents in the aviation. Crew Resource Management training was formed based on it. One of the function that CRM has, is to improve the effectiveness of communication, which can minimize the potential for interpersonal conflicts and will ultimately reduce the number of accidents. CRM which was originally a special training for pilots, has now shifted to an integrated training between pilots and flight attendants. The difference in an intensive schedule between flight attendants and pilots, causing the implementation of separate CRM training between pilots and flight attendants at Citilink. The purpose of this study was to determine how strong the influence of nonverbal communication with interpersonal conflict in Citilink’s flight attendants. The analysis of this theory used is the relational dialectics theory. Using eksplanatif quantitative methods, with a sample of 90 Citilink’s flight attendants and using analysis linear regression. The results of the study indicate that the effecct value is 7.2%. The suggestions from this research are that further research could develop and examines other factors that influence interpersonal conflict within a company.

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