Overcoming Verbal, Non-Verbal, and Written Miscommunication with Other Workers at PT. Top Golf Bandung.
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.
Berdasarkan penelitian, saya mendapatkan tiga solusi yang dapat
membantu saya menangani masalah ini. Yang pertama adalah saya akan meminta
teman kerja saya untuk mengirimkan pesan secara detil. Selanjutnya adalah saya
akan menyarankan kepada perusahaan untuk memberikan pelatihan sehubungan
dengan pengembangan komunikasi antar pekerja. Solusi terakhir adalah saya akan
mencoba lebih terbuka dan berbicara langsung dengan rekan kerja. Untuk
mengatasi masalah yang saya hadapi saya memilih untuk menggabungkan alasan
saya karena ketiga solusi tersebut sangat efektif dalam membantu saya mengatasi
masalah miskomunikasi di tempat kerja.
i
Maranatha Christian University
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
B. TOPGOLF PRODUCT
C. COMPANY PROFILE
iv
Maranatha Christian University
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
store, I had to be ready when the customers asked about the product sand I had to
1
Maranatha Christian University
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 restock 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?
3.
How should I handle my miscommunication with other workers?
2
Maranatha Christian University
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,
Bandung, this store provides the best golf equipment for those who need them.
3
Maranatha Christian University
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
Golf. The internship took place from 5 January 2015 until February 2, 2015.
4
Maranatha Christian University
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
company profile.
5
Maranatha Christian University
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 coworkers. 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
relate and support one another resulting in my analysis. First, I will ask my co-
15
Maranatha Christian University
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
there is so many miscommunications happened between the workers.
16
Maranatha Christian University
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-workplace45171.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
Text Messages.
Maranatha Christian University
Retrieved from Demand Media website: http://smallbusiness.chron.com/improvebusiness-communication-through-text-messages-74614.html
Beams, Dabney. (2015). Get your 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-fastresponse-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-in2015-text-voice-video-or-in-person.html
Effective Communication for Employees Training. (2015).
Retrieved from Training Today website: http://trainingtoday.blr.com/employeetraining-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.
England: Dashwood Lang Road.
Maranatha Christian University
Retrieved from the Michael Page Website:
http://www.michaelpage.co.uk/employer-centre/development-and-retentionadvice/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-workplace2667.html
Parson, Aaron. (2016). Get text message details.
Retrieved from website: http://classroom.synonym.com/sprint-text-details117910.html
Raouna, Koulla. (2015). The Perks of Being Straightforward.
Retrieved from Career Addict website: http://www.careeraddict.com/the-perksof-being-straightforward
Richards, Leigh. (2015). Effective Communication Between Workplace Peers.
Retrieved from Demand Media website: http://smallbusiness.chron.com/effectivecommunication-between-workplace-peers-712.html
Texting in the Workplace and Its Pros and Cons. (2013).
Maranatha Christian University
Retrieved from website: https://tekgabber.com/2013/04/24/texting-in-theworkplace-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.
Retrieved from website: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=626212
Maranatha Christian University
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.
Berdasarkan penelitian, saya mendapatkan tiga solusi yang dapat
membantu saya menangani masalah ini. Yang pertama adalah saya akan meminta
teman kerja saya untuk mengirimkan pesan secara detil. Selanjutnya adalah saya
akan menyarankan kepada perusahaan untuk memberikan pelatihan sehubungan
dengan pengembangan komunikasi antar pekerja. Solusi terakhir adalah saya akan
mencoba lebih terbuka dan berbicara langsung dengan rekan kerja. Untuk
mengatasi masalah yang saya hadapi saya memilih untuk menggabungkan alasan
saya karena ketiga solusi tersebut sangat efektif dalam membantu saya mengatasi
masalah miskomunikasi di tempat kerja.
i
Maranatha Christian University
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
B. TOPGOLF PRODUCT
C. COMPANY PROFILE
iv
Maranatha Christian University
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
store, I had to be ready when the customers asked about the product sand I had to
1
Maranatha Christian University
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 restock 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?
3.
How should I handle my miscommunication with other workers?
2
Maranatha Christian University
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,
Bandung, this store provides the best golf equipment for those who need them.
3
Maranatha Christian University
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
Golf. The internship took place from 5 January 2015 until February 2, 2015.
4
Maranatha Christian University
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
company profile.
5
Maranatha Christian University
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 coworkers. 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
relate and support one another resulting in my analysis. First, I will ask my co-
15
Maranatha Christian University
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
there is so many miscommunications happened between the workers.
16
Maranatha Christian University
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-workplace45171.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
Text Messages.
Maranatha Christian University
Retrieved from Demand Media website: http://smallbusiness.chron.com/improvebusiness-communication-through-text-messages-74614.html
Beams, Dabney. (2015). Get your 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-fastresponse-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-in2015-text-voice-video-or-in-person.html
Effective Communication for Employees Training. (2015).
Retrieved from Training Today website: http://trainingtoday.blr.com/employeetraining-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.
England: Dashwood Lang Road.
Maranatha Christian University
Retrieved from the Michael Page Website:
http://www.michaelpage.co.uk/employer-centre/development-and-retentionadvice/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-workplace2667.html
Parson, Aaron. (2016). Get text message details.
Retrieved from website: http://classroom.synonym.com/sprint-text-details117910.html
Raouna, Koulla. (2015). The Perks of Being Straightforward.
Retrieved from Career Addict website: http://www.careeraddict.com/the-perksof-being-straightforward
Richards, Leigh. (2015). Effective Communication Between Workplace Peers.
Retrieved from Demand Media website: http://smallbusiness.chron.com/effectivecommunication-between-workplace-peers-712.html
Texting in the Workplace and Its Pros and Cons. (2013).
Maranatha Christian University
Retrieved from website: https://tekgabber.com/2013/04/24/texting-in-theworkplace-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.
Retrieved from website: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=626212
Maranatha Christian University