Handling my Listening Difficulty when Communicating with the Foreign Guests During my Internship as a Guest Service Agent at Grand Setiabudi Hotel & Apartment.
ABSTRACT
Dalam penyusunan Tugas Akhir ini, saya menganalisis masalah yang saya
hadapi selama melaksanakan program magang di Grand Setiabudi Hotel dan
Apartment, yaitu kesulitan saya dalam kemampuan mendengarkan (Listening
Skill) ketika berkomunikasi dengan tamu asing. Subjek penelitian adalah saya
sendiri, khususnya ketika sedang berinteraksi dengan tamu asing sebagai staf
GSA (Guest Service Agent) di Grand Setiabudi Hotel dan Apartment.
Berdasarkan analisis, masalah ini terjadi disebabkan oleh beberapa faktor yaitu
kurangnya penggunaan kontak mata saat berkomunikasi dengan tamu, saya
mengalami gangguan psikologis yang disebabkan oleh rasa cemas dan keadaan
suasana hati yang tidak stabil. Selain itu, beberapa tamu asing tidak dapat
menggunakan Bahasa Inggris dengan lancar. Kesulitan dalam mendengarkan
tersebut membawa beberapa dampak negatif terhadap saya dan juga tamu yaitu
terjadinya kesalahpahaman mengenai penyampaian pesan yang menyebabkan
saya sulit untuk menjalin komunikasi secara efektif dengan tamu. Oleh karena itu
saya mencari solusi untuk menangani masalah yang saya hadapi. Solusi yang
pertama, saya akan menerapkan metode mendengarkan secara aktif yaitu dengan
cara fokus mendengarkan ketika berkomunikasi dengan tamu. Yang kedua, saya
akan mendengarkan secara efektif dengan tidak memotong pembicaraan ketika
berkomunikasi. Ketiga, saya harus menggunakan kontak mata sebaik mungkin
ketika berkomunikasi.
Setelah melakukan analisis, saya memutuskan untuk menggabungkan dua
solusi sebagai jalan keluar terbaik untuk menangani kesulitan dalam
mendengarkan. Kedua solusi tersebut adalah mendengarkan secara aktif dan
menggunakan kontak mata dengan baik saat berkomunikasi. Dengan menerapkan
kedua hal tersebut, diharapkan saya dapat menagani kesulitan yang saya hadapi,
dengan demikian pekerjaan sebagai GSA (Guest Service Agent) akan terlaksana
dengan baik.
Universitas Kristen Maranatha
i
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. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ........................................................ 6
CHAPTER III. POTENTIAL SOLUTIONS.................................................. 11
CHAPTER IV. CONCLUSION .................................................................... 17
REFERENCES
APPENDICES:
A. FLOWCHART
B. INTERNSHIP JOURNAL
C. HOTEL’S BROCHURE
D. HOTEL’S DOCUMENT
Universitas Kristen Maranatha
iv
CHAPTER I
INTRODUCTION
A. Background of the Study
The topic that I choose for my term paper is handling my listening difficulty
during communication with the foreign guests at Grand Setiabudi Hotel &
Apartment. There are two reasons why I take this topic. The first reason is
because listening skill is important to build an effective communication between
the guests and Guest Service Agent (GSA). A GSA is required to greet the guests,
give information to the guest, responsible for arranging the check-in and checkout process of the hotel, take phone calls, answering various questions from the
guests, and take reservation room. Moreover, English communication is essential
in the hospitality industry, especially for the front office staff at Grand Setiabudi
Hotel & Apartment, who often receive foreign guests. As Grover (2013) says,
“poor listening is a negative character trait that many people have. It is negative
because it ultimately affects communication and leaves a negative impact on
others” (para. 1). In the same way, in an article entitled Poor listening skill, it is
stated that “such poor listening makes good communication almost impossible”
(para. 3).
Universitas Kristen Maranatha
1
Another reason why I am interested in this topic is because it refers to the
problem that I often faced when I had to communicate with foreign guests. During
my internship period as a GSA, which started from December 21st, 2015 to
January 31st, 2016, I handled some foreign guests from Australia, United Arab
Emirates, Singapore, and Thailand. Poor listening skill was my main problem,
which sometimes made it difficult for me to deal with the guests. I had difficulty
to listen effectively as well as accurately to the guests. For instance, when I
handled an Autralian guest who aksed about the Wi-Fi ID, I sometimes could not
catch the message well. In this case, I felt it difficult for me to communicate with
the guest effectively. This problem is important to analyze in order to improve my
English skills, especially the listening skill, which is related to communication
process required in the hospitality industry. Thus, I am going to analyze the
problem systematically and critically to find out the best solution to overcome my
problem.
B. Identification of the Problem
In this term paper, I would like to analyze the problem by answering the
following questions:
1. Why did I have listening difficulties during communicating with the
foreign guests?
2. How did the problem affect my communication process with the guests?
3. How should I overcome my problem?
Universitas Kristen Maranatha
2
C. Objectives and Benefits of the Study
The study has three objectives. First, I would like to analyze why I found it
hard to listen effectively to foreign guests. Second, I would like to find out the
effects of my problem. Third, I would like to find the best solution to overcome
my problem.
By writing this term paper, I expect that I can give some benefits for the
institution, for the readers and for me as the writer. For the institution, this term
paper can give suggestions and offer some solutions to overcome the problem of
handling listening difficulty during communication with foreign guests. As the
writer, I will also get more knowledge to improve my listening skill. For the
readers, this term paper is expected to give more knowledge about how to
improve the listening skill in order to build good communication with foreign
guests in the hospitality industry.
D. Description of the Institution
Based on the information from Grand Setiabudi Hotel & Apartment’s
document and the hotel’s brochure I received from the Corporate of Bird
Management, Grand Setiabudi Hotel & Apartment is a service management
company located on Jl. Setiabudi 130-134 Bandung. The hotel and apartment
have been operating since 2004 under BIRD Management. The owners are Mr.
Chandra Tambayong and Mrs. Susiani Margono.
Grand Setiabudi Hotel & Apartment is a four-star hotel which consists of 19
floors, with 187 apartment rooms and 66 hotel rooms. It is equipped by many
facilities, such as jogging track, children playground, a swimming pool, a fitness
Universitas Kristen Maranatha
3
center, a restaurant, a mini market, and six meeting rooms. Moreover, the vision
of Grand Setiabudi Hotel is to become a clean, cool, and comfortable hotel which
will have loyal customers. The mission is to become a hotel which runs consistent
service of excellence in order to increase the number of loyal customers, to apply
multitasking program for the staff, and to increase good communication in
creating harmony between the owner, occupants, and management.
There are seven types of rooms at Grand Setiabudi Hotel & Apartment:
1. Superior.
2. Deluxe.
3. Super Deluxe.
4. Junior Suite.
5. Executive Suite.
6. Grand Suite.
7. Presidential Suite.
E. Method of Study
In writing this term paper I applied two research methods. The first method is
field research, in which I did observations during my internship at Grand
Setiabudi Hotel & Apartment. The data I got from the observation were recorded
in my internship journal. The second method is library research, in which I looked
for theories from both printed and electronic resources. The data is used to align
between theoretical aspects and actual situation.
Universitas Kristen Maranatha
4
F. Limitation of the Study
The study only focused on my listening difficulty during communication with
foreign guests during my internship as a GSA at Grand Setiabudi Hotel and
Apartment in Bandung. The internship was done from 21 December, 2015 to 31
January, 2016.
G. Organization of the Term Paper
My term paper starts with the Abstract and it is followed by Declaration of
Originality, Acknowledgements, and Table of Contents. The term paper consists
of four chapters. The first part is Chapter I, the Introduction, containing
Background of the Study, which defines the reason I choose the topic to be
analyzed, 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. Afterwards, there is Chapter II, the Problem
Analysis, which covers the causes and effects of the problem. The next chapter is
Chapter III, which discusses three potential solutions, with the analysis of their
negative and positive effects. Chapter IV, the Conclusion, is the last chapter in
this term paper. The paper ends with References and Appendices.
Universitas Kristen Maranatha
5
CHAPTER IV
CONCLUSION
During my internship as a GSA at Grand Setiabudi Hotel & Apartment, I faced
a problem in handling my listening difficulty during communication with foreign
guests. There are several causes which could lead to my problem. First, I created
physical distance with the speaker by not making proper eye contact. Second, I
experienced psychological noise when listening. Third, some foreign guests did
not speak English fluently. This problem has created two negative effects, both for
the guests and for me.The first effect is there was misunderstandings between the
guest and me. Second, I became ineffective in communicating with the guests.
Therefore, I suggest three potential solutions to solve my problem. The first
potential solution is I will focus on listening to the person whom I talk to, or in
other words, do active listening. Second, I will do effective listening by not
interrupting while communicating. Third, I should make good eye contact while
listening to the speakers.
After analyzing the problem in the previous chapters, I would like to choose
the best solutions to overcome my problem. I decide to choose the second and
third potential solutions, as the best solution for my problem. The reason why I
choose these two solutions is based on some considerations. First, it will eliminate
Universitas Kristen Maranatha
17
misunderstanding between the guests and me. Second, I will have a better
performance in doing my duties as a GSA. Third, I can build good comminication
with the guests. I do not apply the first potential solution because I think that
when I am not interrupting during communicating with the guests and make good
eye contact, I will automatically be able to focus on listening with the person
whom I talk to.
To conclude this term paper, I would like to present several points based on my
internship experience. I realize a person working as a GSA or front office staff in
a hotel should be able to commicate properly. To communicate properly with the
guest needs mastering language skills. When dealing with foreign guests, a GSA
must be able to communicate effectively in English with the guests. Thus, those
who want to be a GSA, should improve their English skills, so that he or she can
handle the guests well.
Universitas Kristen Maranatha
18
REFERENCES
Printed
Schmitz, A. (2012, December 29). A primer on communication studies.
Tuan, Z. H. & Mai, T. N. (2015). Factors affecting student’s speaking
performance at le thanh hein high school.Asian Journal of
Educational Reasech. 3(2.), 311-6080
Electronic resources
Bailey, C. (2013). Why active listening will make you more productive, and
how to do it. Retrieved from http://alifeofproductivity.com/activelistening-how-to-do-it/#
Bartlett, R. (n.d). Is listening the most important skill we can learn. Retrieved
Fromhttp://www.emergeuk.com/personal-effectiveness/listeningimportant-skill-can-learn/
Bobinski, D. (2014, February). The price of poor listening. Retrieved from
http://www.management-issues.com/opinion/6564/the-price-of-poorlistening/
Grover, S. (2013). How does poor listening affect relationship. Retrieved from
http://datingtips.match.com/poor-listening-affect-relationships13443422.html
Universitas Kristen Maranatha
Macleod, C. (2016). Learning to ,make more eye contact with people. Retrieved
from http://www.succeedsocially.com/eyecontact
Management Study Group. (n.d). Effective listening skill an essential for good
communication. Retrieved from
http://www.managementstudyguide.com/effective-listening-skills.htm
Nadig, L. A. (2010, July 19. ) Tips on effective listening. Retrieved from
http://www.drnadig.com/listening.htm
Rogers, C. R&Farson, R. E. (n.d). Center for building a culture of empathy.
Retrieved fromhttp://cultureofempathy.com/projects/EmpathyMovement/References/Reflective-Listening.htm
Russakof, C. & Goodman, M. (2012, May 4). The number one skil. Retrieved
from http://www.cbsnews.com/news/the-number-one-skill/
Schulz, J. (2012, December 31). Eye contact do not make these mistakes.
Retrieved from http://msue.anr.msu.edu/news/eye_contact_
dont_make_these_mistakes
Skill You Need.Com.(n.d). Actice listening. Retrieved from
http://www.skillsyouneed.com/ips/active-listening.html
Smith, T. (2016). 10 Ways to be a good listener. Retrieved from
http://www.littlethingsmatter.com/blog/2010/03/03/10-ways-to-being-agood-listener1/
The Air University, (n.d). How to be an effective listener. Retrieved from
http://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch5.htm
Universitas Kristen Maranatha
The Mind Tools Editorial Team. (n.d). Active listening hear what people are
really saying. Retrieved from
The Persimmon Group. (2011). Ladder spell method of effective listening.
Retrieved from http://thepersimmongroup.com/newsletter/ladder-spellsmethod-of-effective-listening/
University of Missouri. (n.d). Attributes of good listening. Retrieved from
http://web.missouri.edu/~campbellr/Leadership/chapter6.htm
Universitas Kristen Maranatha
Dalam penyusunan Tugas Akhir ini, saya menganalisis masalah yang saya
hadapi selama melaksanakan program magang di Grand Setiabudi Hotel dan
Apartment, yaitu kesulitan saya dalam kemampuan mendengarkan (Listening
Skill) ketika berkomunikasi dengan tamu asing. Subjek penelitian adalah saya
sendiri, khususnya ketika sedang berinteraksi dengan tamu asing sebagai staf
GSA (Guest Service Agent) di Grand Setiabudi Hotel dan Apartment.
Berdasarkan analisis, masalah ini terjadi disebabkan oleh beberapa faktor yaitu
kurangnya penggunaan kontak mata saat berkomunikasi dengan tamu, saya
mengalami gangguan psikologis yang disebabkan oleh rasa cemas dan keadaan
suasana hati yang tidak stabil. Selain itu, beberapa tamu asing tidak dapat
menggunakan Bahasa Inggris dengan lancar. Kesulitan dalam mendengarkan
tersebut membawa beberapa dampak negatif terhadap saya dan juga tamu yaitu
terjadinya kesalahpahaman mengenai penyampaian pesan yang menyebabkan
saya sulit untuk menjalin komunikasi secara efektif dengan tamu. Oleh karena itu
saya mencari solusi untuk menangani masalah yang saya hadapi. Solusi yang
pertama, saya akan menerapkan metode mendengarkan secara aktif yaitu dengan
cara fokus mendengarkan ketika berkomunikasi dengan tamu. Yang kedua, saya
akan mendengarkan secara efektif dengan tidak memotong pembicaraan ketika
berkomunikasi. Ketiga, saya harus menggunakan kontak mata sebaik mungkin
ketika berkomunikasi.
Setelah melakukan analisis, saya memutuskan untuk menggabungkan dua
solusi sebagai jalan keluar terbaik untuk menangani kesulitan dalam
mendengarkan. Kedua solusi tersebut adalah mendengarkan secara aktif dan
menggunakan kontak mata dengan baik saat berkomunikasi. Dengan menerapkan
kedua hal tersebut, diharapkan saya dapat menagani kesulitan yang saya hadapi,
dengan demikian pekerjaan sebagai GSA (Guest Service Agent) akan terlaksana
dengan baik.
Universitas Kristen Maranatha
i
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. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ........................................................ 6
CHAPTER III. POTENTIAL SOLUTIONS.................................................. 11
CHAPTER IV. CONCLUSION .................................................................... 17
REFERENCES
APPENDICES:
A. FLOWCHART
B. INTERNSHIP JOURNAL
C. HOTEL’S BROCHURE
D. HOTEL’S DOCUMENT
Universitas Kristen Maranatha
iv
CHAPTER I
INTRODUCTION
A. Background of the Study
The topic that I choose for my term paper is handling my listening difficulty
during communication with the foreign guests at Grand Setiabudi Hotel &
Apartment. There are two reasons why I take this topic. The first reason is
because listening skill is important to build an effective communication between
the guests and Guest Service Agent (GSA). A GSA is required to greet the guests,
give information to the guest, responsible for arranging the check-in and checkout process of the hotel, take phone calls, answering various questions from the
guests, and take reservation room. Moreover, English communication is essential
in the hospitality industry, especially for the front office staff at Grand Setiabudi
Hotel & Apartment, who often receive foreign guests. As Grover (2013) says,
“poor listening is a negative character trait that many people have. It is negative
because it ultimately affects communication and leaves a negative impact on
others” (para. 1). In the same way, in an article entitled Poor listening skill, it is
stated that “such poor listening makes good communication almost impossible”
(para. 3).
Universitas Kristen Maranatha
1
Another reason why I am interested in this topic is because it refers to the
problem that I often faced when I had to communicate with foreign guests. During
my internship period as a GSA, which started from December 21st, 2015 to
January 31st, 2016, I handled some foreign guests from Australia, United Arab
Emirates, Singapore, and Thailand. Poor listening skill was my main problem,
which sometimes made it difficult for me to deal with the guests. I had difficulty
to listen effectively as well as accurately to the guests. For instance, when I
handled an Autralian guest who aksed about the Wi-Fi ID, I sometimes could not
catch the message well. In this case, I felt it difficult for me to communicate with
the guest effectively. This problem is important to analyze in order to improve my
English skills, especially the listening skill, which is related to communication
process required in the hospitality industry. Thus, I am going to analyze the
problem systematically and critically to find out the best solution to overcome my
problem.
B. Identification of the Problem
In this term paper, I would like to analyze the problem by answering the
following questions:
1. Why did I have listening difficulties during communicating with the
foreign guests?
2. How did the problem affect my communication process with the guests?
3. How should I overcome my problem?
Universitas Kristen Maranatha
2
C. Objectives and Benefits of the Study
The study has three objectives. First, I would like to analyze why I found it
hard to listen effectively to foreign guests. Second, I would like to find out the
effects of my problem. Third, I would like to find the best solution to overcome
my problem.
By writing this term paper, I expect that I can give some benefits for the
institution, for the readers and for me as the writer. For the institution, this term
paper can give suggestions and offer some solutions to overcome the problem of
handling listening difficulty during communication with foreign guests. As the
writer, I will also get more knowledge to improve my listening skill. For the
readers, this term paper is expected to give more knowledge about how to
improve the listening skill in order to build good communication with foreign
guests in the hospitality industry.
D. Description of the Institution
Based on the information from Grand Setiabudi Hotel & Apartment’s
document and the hotel’s brochure I received from the Corporate of Bird
Management, Grand Setiabudi Hotel & Apartment is a service management
company located on Jl. Setiabudi 130-134 Bandung. The hotel and apartment
have been operating since 2004 under BIRD Management. The owners are Mr.
Chandra Tambayong and Mrs. Susiani Margono.
Grand Setiabudi Hotel & Apartment is a four-star hotel which consists of 19
floors, with 187 apartment rooms and 66 hotel rooms. It is equipped by many
facilities, such as jogging track, children playground, a swimming pool, a fitness
Universitas Kristen Maranatha
3
center, a restaurant, a mini market, and six meeting rooms. Moreover, the vision
of Grand Setiabudi Hotel is to become a clean, cool, and comfortable hotel which
will have loyal customers. The mission is to become a hotel which runs consistent
service of excellence in order to increase the number of loyal customers, to apply
multitasking program for the staff, and to increase good communication in
creating harmony between the owner, occupants, and management.
There are seven types of rooms at Grand Setiabudi Hotel & Apartment:
1. Superior.
2. Deluxe.
3. Super Deluxe.
4. Junior Suite.
5. Executive Suite.
6. Grand Suite.
7. Presidential Suite.
E. Method of Study
In writing this term paper I applied two research methods. The first method is
field research, in which I did observations during my internship at Grand
Setiabudi Hotel & Apartment. The data I got from the observation were recorded
in my internship journal. The second method is library research, in which I looked
for theories from both printed and electronic resources. The data is used to align
between theoretical aspects and actual situation.
Universitas Kristen Maranatha
4
F. Limitation of the Study
The study only focused on my listening difficulty during communication with
foreign guests during my internship as a GSA at Grand Setiabudi Hotel and
Apartment in Bandung. The internship was done from 21 December, 2015 to 31
January, 2016.
G. Organization of the Term Paper
My term paper starts with the Abstract and it is followed by Declaration of
Originality, Acknowledgements, and Table of Contents. The term paper consists
of four chapters. The first part is Chapter I, the Introduction, containing
Background of the Study, which defines the reason I choose the topic to be
analyzed, 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. Afterwards, there is Chapter II, the Problem
Analysis, which covers the causes and effects of the problem. The next chapter is
Chapter III, which discusses three potential solutions, with the analysis of their
negative and positive effects. Chapter IV, the Conclusion, is the last chapter in
this term paper. The paper ends with References and Appendices.
Universitas Kristen Maranatha
5
CHAPTER IV
CONCLUSION
During my internship as a GSA at Grand Setiabudi Hotel & Apartment, I faced
a problem in handling my listening difficulty during communication with foreign
guests. There are several causes which could lead to my problem. First, I created
physical distance with the speaker by not making proper eye contact. Second, I
experienced psychological noise when listening. Third, some foreign guests did
not speak English fluently. This problem has created two negative effects, both for
the guests and for me.The first effect is there was misunderstandings between the
guest and me. Second, I became ineffective in communicating with the guests.
Therefore, I suggest three potential solutions to solve my problem. The first
potential solution is I will focus on listening to the person whom I talk to, or in
other words, do active listening. Second, I will do effective listening by not
interrupting while communicating. Third, I should make good eye contact while
listening to the speakers.
After analyzing the problem in the previous chapters, I would like to choose
the best solutions to overcome my problem. I decide to choose the second and
third potential solutions, as the best solution for my problem. The reason why I
choose these two solutions is based on some considerations. First, it will eliminate
Universitas Kristen Maranatha
17
misunderstanding between the guests and me. Second, I will have a better
performance in doing my duties as a GSA. Third, I can build good comminication
with the guests. I do not apply the first potential solution because I think that
when I am not interrupting during communicating with the guests and make good
eye contact, I will automatically be able to focus on listening with the person
whom I talk to.
To conclude this term paper, I would like to present several points based on my
internship experience. I realize a person working as a GSA or front office staff in
a hotel should be able to commicate properly. To communicate properly with the
guest needs mastering language skills. When dealing with foreign guests, a GSA
must be able to communicate effectively in English with the guests. Thus, those
who want to be a GSA, should improve their English skills, so that he or she can
handle the guests well.
Universitas Kristen Maranatha
18
REFERENCES
Printed
Schmitz, A. (2012, December 29). A primer on communication studies.
Tuan, Z. H. & Mai, T. N. (2015). Factors affecting student’s speaking
performance at le thanh hein high school.Asian Journal of
Educational Reasech. 3(2.), 311-6080
Electronic resources
Bailey, C. (2013). Why active listening will make you more productive, and
how to do it. Retrieved from http://alifeofproductivity.com/activelistening-how-to-do-it/#
Bartlett, R. (n.d). Is listening the most important skill we can learn. Retrieved
Fromhttp://www.emergeuk.com/personal-effectiveness/listeningimportant-skill-can-learn/
Bobinski, D. (2014, February). The price of poor listening. Retrieved from
http://www.management-issues.com/opinion/6564/the-price-of-poorlistening/
Grover, S. (2013). How does poor listening affect relationship. Retrieved from
http://datingtips.match.com/poor-listening-affect-relationships13443422.html
Universitas Kristen Maranatha
Macleod, C. (2016). Learning to ,make more eye contact with people. Retrieved
from http://www.succeedsocially.com/eyecontact
Management Study Group. (n.d). Effective listening skill an essential for good
communication. Retrieved from
http://www.managementstudyguide.com/effective-listening-skills.htm
Nadig, L. A. (2010, July 19. ) Tips on effective listening. Retrieved from
http://www.drnadig.com/listening.htm
Rogers, C. R&Farson, R. E. (n.d). Center for building a culture of empathy.
Retrieved fromhttp://cultureofempathy.com/projects/EmpathyMovement/References/Reflective-Listening.htm
Russakof, C. & Goodman, M. (2012, May 4). The number one skil. Retrieved
from http://www.cbsnews.com/news/the-number-one-skill/
Schulz, J. (2012, December 31). Eye contact do not make these mistakes.
Retrieved from http://msue.anr.msu.edu/news/eye_contact_
dont_make_these_mistakes
Skill You Need.Com.(n.d). Actice listening. Retrieved from
http://www.skillsyouneed.com/ips/active-listening.html
Smith, T. (2016). 10 Ways to be a good listener. Retrieved from
http://www.littlethingsmatter.com/blog/2010/03/03/10-ways-to-being-agood-listener1/
The Air University, (n.d). How to be an effective listener. Retrieved from
http://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch5.htm
Universitas Kristen Maranatha
The Mind Tools Editorial Team. (n.d). Active listening hear what people are
really saying. Retrieved from
The Persimmon Group. (2011). Ladder spell method of effective listening.
Retrieved from http://thepersimmongroup.com/newsletter/ladder-spellsmethod-of-effective-listening/
University of Missouri. (n.d). Attributes of good listening. Retrieved from
http://web.missouri.edu/~campbellr/Leadership/chapter6.htm
Universitas Kristen Maranatha