“Melayani Dengan Hati” (Studi Kasus Pengelolaan Komunikasi Internal di Universitas Katolik Widya Mandira Kupang)

Abstract

“Melayani Dengan Hati” (Studi Kasus Pengelolaan Komunikasi Internal di Universitas Katolik Widya Mandira Kupang) Perubahan etos kerja melalui semboyan “melayani dengan hati’, di Unwira mendapatkan penerimaan yang berbeda-beda dari publik internal. Muncul ketidakpastian, sebagai hasil ketidakjelasan informasi tentang apa yang diinginkan oleh high management. Penelitian ini dilakukan dengan dua pertanyaan penuntun, yaitu bagaimana Unwira mengelola komunikasi internalnya, untuk mendukung realisasi semboyan “melayani dengan hati”, serta mengapa publik internal menunjukkan penerimaan yang berbeda-beda? Tujuan penelitian untuk menggambarkan bagaimana pengelolaan komunikasi internal Unwira, serta mengkonstruksikan pemahaman tentang alasan dibalik keterlibatan publik internal. Dengan paradigma post-positivistik, pemaknaan ulang tentang diri dan lingkungan kerja yang dilakukan oleh individu ditelusuri melalui enactment theory. Identifikasi proses pelembagaan komunikasi organisasi ditempuh sebagai cara untuk menjelaskan model keterlibatan publik internal. Penjelasan tentang pengelolaan komunikasi internal menggunakan excellence communication theory. Penelitian ini merupakan penelitian deskriptif kualitatif, varian studi kasus intrinsik. Pengumpulan data melalui wawancara mendalam, observasi partisipatoris dan telaah dokumen. Analisa data menggunakan teknik interactive model dan interpretasi validasi objektif (Denzin dan Lincoln). Hasil penelitian menunjukkan bahwa revitalisasi struktur organisasi, yang dilakukan Unwira tanpa definisi yang jelas bagaimana pelaksanaan fungsi struktur tersebut, membawa konsekuensi terhadap enacment yang dilakukan oleh publik internal. Kondisi ini disebabkan adanya perbedaan sudut pandang tentang identifikasi sumber dan solusi masalah dalam pengorganisasian Unwira. Pengalaman Unwira menunjukkan bahwa kerja sama dan tim work yang solid hanya akan terbentuk, jika setiap orang diperlakukan dengan adil, dilibatkan dalam pengambilan keputusan, mendapatkan kejelasan informasi tentang apa yang dibutuhkan organisasi dari dirinya, dan apa yang akan ia dapatkan jika terlibat dalam program kerja organisasi. Penelitian ini merekomendasikan Unwira perlu melakukan revitalisasi fungsi Bidang Humas. Unwira juga perlu melakukan riset dan survey internal. Kedua rekomendasi tersebut hanya bisa dilakukan jika ada keterbukaan dari publik internal, untuk menerima umpan balik dari hasil evaluasi, sebagai hal yang konstruktif bagi upaya meningkatkan kualitas kerja setiap individu. Kata-kata kunci : komunikasi organisasi, publik internal, enactment “To Serve With Heart” (A Case Study in the Internal Communication Management at Widya Mandira Catholic University/UNWIRA Kupang Change in the work ethos through the motto “to serve with heart” at Unwira turned out to have different acceptances by internal public. There are various types of uncertainties resulting from unclear information on what is actually demanded by high management. This research was conducted with two questions as guidelines. First, how does Unwira manage its internal communication to help realize the motto “to serve with heart”? Second, why does the internal public show different acceptances of the motto? The objective of this research is to describe how the management of internal communication is conducted within Unwira and to construct an understanding of reasons behind different involvements of internal public. By utilizing the post-positivistic paradigm, the re-understanding of self and work milieu made by each individual is traced through the enactment theory. The identification of institutionalization process of organizational communication has been taken as a method to explain the involvement model of Unwira’s internal public. In the meantime the explanation of Unwira’s management of internal communication has been made by excellence communication theory. This research is a descriptive-qualitative research focusing on an intrinsic case study. Data collection is done through in-depth interview, participant observation and study of documents. Data analysis is conducted through the technique of interactive model, and objective validating interpretation (Denzim and Lincoln). The research result indicates that the revitalization of organizational structure has been made by Unwira without a clear definition of the functions of those structures and how they work. This has brought some consequences against the enactment by the internal public. In short, this condition has been caused by different points of view about the identification of problem sources and problem solving in organizing the Unwira. The Unwira experience shows that cooperation and solid team work can only be established if every single person is treated in a just manner, involved in decision making, receives clear information on what is demanded from him/herself by the organization and what he or she gets from his/her involvement in the programs of the organization. This research recommends two things. First, it is necessary for the Unwira to revitalize the function of Public Relation. Unwira has also to conduct internal research and survey. Both recommendations can be put into practice if internal public is prepared to accept feedbacks from evaluation as something constructive to increase the work quality of every individual. Key words: organizational communication, internal public, enactment