KOMUNIKASI INTERPERSONAL ANTARA MANAJER DAN KARYAWAN DALAM MENJAGA KUALITAS PELAYANAN DI CAFE COMMUNION COFFEE BREWER KOTA SURAKARTA

Abstrak

The communication process within an organization is very important for measuring employee performance. At Communion Coffee Café in Surakarta City, the manager plays an important role in interpersonal communication to maintain service quality. The results show an increase in the number of visitors; however, there are also criticisms related to communication and employee motivation. This study focuses on describing the interpersonal communication between the manager and employees in maintaining service quality at Communion Coffee Café in Surakarta City. The research method used is descriptive qualitative. The data sources in this study consist of primary data sources and secondary data sources. Data collection techniques used in this study include interviews, observations, and documentation.

The results of the study indicate that interpersonal communication between the manager and employees at Communion Coffee Café in Surakarta City is carried out through verbal and nonverbal communication. Verbal communication includes face-to-face conversations and briefings, while nonverbal communication occurs through body language and facial expressions when serving customers. In implementing interpersonal communication, four indicators are applied, namely openness, empathy, a supportive attitude, and equality. Meanwhile, the indicator of a positive attitude has not yet been implemented in the interpersonal communication between the manager and employees.