Oleh: Dr. Yosefini Rasyanti Munthe, M.A., Psi
Sekilas Tentang ARA Indonesia … Bringing Up Core Potentials Into Utmost Competencies
Konsultan Psikologi dan Manajemen Mitra Anda dalam Pengelolaan SDM Terpadu • Seleksi & Rekrutmen (Selection & Recruitment) • Pelatihan & Pengembangan (Training & Development) • Bimbingan Karir (Career Coaching) • Promosi (Promotion) • Perencanaan Suksesi (Succession Planning) • Manajemen Kinerja (Performance Management) Membantu pegawai mengembangkan & menggunakan potensi secara maksimum dalam lingkungan kerja Customized Service Solusi Berdasarkan Data & Riset
Mitra kerja internasional Bibgy Havis & Associates, Inc Website: www.araindonesia.com
Biodata Penyaji
Dr. Yosefini Rasyanti Munthe, M.A., Psi Direktur PT ARA Indonesia
Doktor Psikologi Industri & Organisasi, Universitas Indonesia, 2004, Jakarta
Master of Arts in Clinical Psychology, University of the District of Columbia, 1994, USA
Psikolog, Universitas Indonesia, 1990, Jakarta
Pengalamanan di bidang manajemen SDM & Operasional lebih dari 13 tahun di perusahaan multinasional dan 7 tahun sebagai konsultan Manajemen SDM
Pengalaman di bidang training selama lebih dari 15 tahun dengan minat khusus pada topik-topik: Kepemimpinan, Efektifitas Pribadi, Selling Skills, dan Customer Service
Pengajar di Program Magister pada beberapa Perguruan Tinggi untuk mata kuliah Psikologi, Manajemen Sumber Daya Manusia dan Komunikasi
HR Consultant untuk Strategic talent management, Assessment & Diagnostics, Performance management, Competency Based HRM, Compensation and benefits, Change Management
Pendiri PT ARA Indonesia, perusahaan konsultan di bidang psikologi dan manajemen
1.
Memahami Generasi
2.
Memahami Generasi Baby Boomers, Gen X, Gen Y dan Gen Z dan mempelajari apa yang membuat mereka berbeda dibanding kita.
3.
Mengidentifikasi strategi efektif untuk mengelola dan memanfaatkan keunggulan tiap Generasi untuk kesuksesan organisasi.
Kelompok orang berdasarkan tahun kelahiran, dikelompokkan berdasarkan pengalaman sejarah dan sosiologis yang dialami bersama
5
Bayangkan seseorang yang saat ini berumur 20 tahun. Apakah ia akan punya persepsi berbeda dengan seseorang yang berumur 60 tahun? Kemungkinan besar “Ya” Perbedaan-perbedaan tersebut: nilai, sikap, keyakinan dan cara bekerjasama dan berkomunikasi biasa disebut “generation gaps”
Jika tidak dibahas: • • • • • • • • •
Upaya & Sasaran Target Kerja tidak “nyambung” Hilang kesempatan (sales, service, etc.) Komunikasi terganggu (buruk) Resistansi, penolakan terhadap perubahan Kerjasama terganggu Pelibatan tim berkurang Konflik Kerja tidak efisien Sabotase
Etika bekerja (Baby Boomers, Gen X, Gen Y)
Hirarki dalam Organisasi
Kecepatan Mengadaptasi Perubahan
Teknologi
ETIKA BEKERJA • Apa yang dimaksud “Tepat Waktu” dalam bekerja? • Harapan atas besarnya gaji • Persepsi yang berbeda tentang “BUSANA KERJA” • Kenapa tidak menggunakan sms? Temu muka selalu? Tidak praktis… bahkan Email sudah dianggap ketinggalan jaman
• Tidak paham konsep „senioritas‟ dan kaitannya dengan pangkat/golongan, remunerasi
Setiap generasi memiliki perbedaan sikap, perilaku, harapan, kebiasaan dan hal-hal yang memotivasi.
Meningkatkan talent attraction, retention dan engagement Meningkatkan competitive advantage yang membuat customer loyal Meningkatkan produktivitas kerja Meningkatkan kesiapan succession planning dan memperkuat kepemimpinan
Gen X
Jika anda Gen X
1. Sebutkan 5 karakteristik yang anda kagumi dari Gen Y 2. Sebutkan 1 hal yang ingin anda ubah tentang Gen Y
Gen Y
Jika anda Gen Y
1. Sebutkan 5 karakteristik yang anda kagumi dari Gen X 2. Sebutkan 1 hal yang ingin anda ubah tentang Gen X
Individualistic Generation Y is more individualistic than earlier generations and seeks autonomy in their opinions and behavior
Team
Oriented
Many in Generation Y enjoy working in groups where they can share their ideas and talents
Confident
Generation Y was raised with advice such as “anything is possible”, to “follow your dreams”, to “be what you want to be”, to “pursue happiness,” and to “just be yourselves.”
Ambitious
Ambitious … and ambitions grow stronger for those that attend college. Technical excellence is a starting point and is inherently assumed.
Expecting Expectations arise from absorbing the culture and environment around them. Many have high expectations for salary, job flexibility, lifestyle, technology, and the future
Famous More opportunities for ordinary people to find and audience on the internet or on reality TV shows. Generation Y tends to be very comfortable with social interactions.
Open Generation Y is more willing to share feelings and personal information. Opportunity linked to willingness to share online.
Direct Generation Y will give and expect honest feedback.
Empowered Generation Y was encouraged to pursue happiness, follow their dreams, and embrace individuality. They have a strong sense of responsibility.
Wired
& Wireless
Generation Y enjoys the convenience of communicating electronically and wirelessly. Yet, many are equally concerned about privacy.
Global Generation Y grew up in and interacts with a world that is connected, accessible, interactive and open.
Mobile Work at the office, the coffee shop, the hotel lobby, or the airport. Always on the move.
Independent For many, childhood filled with instability, unpredictability, and uncertainty. Many do not have an expectation for lifetime employment.
Information
Rich
Many get bored or frustrated if the information flow is poor or too slow. Continuous partial attention and multi-tasking may be a result.
Associative Many are attracted to large social movements and are civic or mission minded. Many value associations and relationships in making decisions.
Instantaneous Generation Y is used to giving and receiving information immediately. Anything is just a Google search away.
Always
“on”
Their networks and conversations don’t “end.” Many are comfortable blurring the lines between work and life.
Impatient Many raised in an environment and conditioned for “instant gratification.” Sometimes unrealistically so.
Adaptable Generation Y is quick to cope with complexity and can adjust accordingly.
Diverse Generation Y is a diverse group in many ways including race, religion, and lifestyle.
◦ ◦ ◦ ◦ ◦ ◦ ◦
Not loyal, like to job hop Over-confident Not willing to pay dues Lazy Sponge off of baby boomers Spoiled..sense of entitlement Poor work ethic, not willing to work long hours ◦ No respect for generations that came before them ◦ Needy..want constant feedback
a generation that can absorb discontinuous information and make meaning of it.
a generation that can leverage their optimism for a better future.
a generation that can use tools and create technology to change the world in new ways.
a generation that can cope with extreme complexity.
a generation that can
provide energy and insight into process and system improvements.
a generation that can be extremely productive and supportive, if engaged.
a generation that can negotiate diverse or international situations well.
Ingat bahwa ada beberapa generasi dalam satu lingkungan kerja Hati-hati terhadap stereotype: Generasi hanyalah karakteristik untuk membantu memahami manusia Jangan lupa bahwa pada dasarnya setiap generasi menginginkan: ◦ ◦ ◦ ◦
Work-life balance Interesting Work A good salary and benefit Flexible hours of work
Perdedaannya hanya dalam hal: • Motivasi • Harapan • Komunikasi
The Hermann Group 2007
Being valued and engaged
Appreciate open communication and feedback
Value diversity and globalization
Flexible, informal, decentralized work environment
Like team atmospheres
Measured on results, not time spent on the job
Follow leaders based on credibility
Not necessarily afraid of losing their job
Like to learn by hands-on opportunities
Openly talk about career paths and options
Desire the workplace to be fun
Survey oleh PWC
Survey oleh PWC
You be the leader – grew up structured and supervised and are looking for a role model Challenge me … or I’ll find someone else who will Let me work with my friends Let’s have fun! Respect me and my ideas Be flexible – I have many other parts to my life I need to fit in
Millennials are likely to be more successful with an ongoing support system at work. What you can do: • Connect with Millennials daily by scheduling 10-minute • •
meetings or quick email check-ins to outline expectations and answer questions. Provide ongoing mentoring and coaching opportunities to offer guidance and reinforce company culture and norms. Take the time to recognize Millennials by name on a daily basis.
Claiming the highest volunteer rates in recent history, Gen Y want a chance to do work that will benefit society. They are more likely to respond if they feel their work has meaning and is connected to a greater good. What you can do: • Make a direct connection between their work and the benefit to others. • Organize employee teams to collectively volunteer and match volunteering with paid time off. • Highlight community involvement in your company newsletter.
Gen Y want to know how their position will benefit them, what skills they will learn and when they will be promoted. What you can do: • Work with them to integrate their goals with the organization’s through formal performance management plans and career development programs. • Educate them on your organization’s promotional track and what specific skills and experiences will help them reach the next level. • Include them in developing benchmarks and targets for particular projects to make them feel a part of the goal-setting process.
Skilled at multitasking and accustomed to media on demand, Gen Y can consume 31 hours of media in a 24 hour period. (i.e., They are likely to get bored when tasked with a single project and need variety to stay engaged.) What you can do: • Assign two or more projects at a time, taking care to give explicit guidelines and due dates. • Create flexible work schedules that leverage multitasking and focus on results. • Make key data and training available online to allow workers access to the information they need on their own timetables.
Millennials have always been pushed to excel in school and with extracurricular activities. They view learning as a lifelong pursuit and are hungry for new knowledge and training. What you can do: • Train them on the “soft” skills (e.g. communication, business and email etiquette, presentation skills) that they often lack. • Cater to different learning styles by offering multiple training formats, including downloadable modules, interactive group sessions, and mentor pairing. • Create a learning culture by giving incentives for participating in training programs.
Gen Y are peer oriented. They like to support each other and to work in groups, even while having their own independent tasks to complete. Without a structured peer network to rely on they are likely to feel isolated and disengage from their work. What you can do: • Promote cross-functional teamwork and communication to complete assignments. • Provide necessary technology to connect remote workers to each other 24 hours a day. • Train all employees on conflict resolution and project management skills to ensure productivity within a team environment.
Gen Y are used to and expect to be recognized as someone special. They have also had limited exposure to critical feedback. To stay motivated, They need frequent encouragement and acknowledgement. What you can do: • Acknowledge them for their work, especially when it is significant to the overall project. • Offer small but frequent rewards (e.g. movie tickets, gift certificates) to recognize key milestones achieved. • Communicate how important they are to your company’s strategy and success.
Understand your workforce. Build and maintain a balanced workforce. See how each generation fits into your current mission and goals and find ways to bring out the best in them. 71
Apa yang dimaksud dengan Sikap? “ Manner of placing or holding the body & way of feeling, thinking or behaving” (Oxford Dictionnary – Hornby, 1974)
“Cara menempatkan diri, cara berpikir, menempatkan perasaan dan bertindak“ Ditentukan oleh “Sistim Nilai” Memiliki dampak secara: Kognitif Afektif Psikomotor
The discpline which can act as the performance index or reference for our control system Martin - 1993 Aturan atau batasan yang berfungsi sebagai ukuran penilaian terhadap perilaku atau sebagai referensi untuk mengontrol perilaku kita
WE JUDGE BOOKS BY THEIR COVERS AND PEOPLE BY THEIR CLOTHES “KITA
MENILAI SEBUAH BUKU DARI SAMPULNYA DAN SESEORANG DARI PAKAIANNYA (PENAMPILANNYA)”
PENAMPILAN MELIPUTI :
1. 2. 3. 4. 5.
Pakaian Aksesories Rambut Make up Grooming
Gunakan seragam sesuai dengan
PERATURAN ORGANISASI
PERHIASAN
Aksesories
1.
2. 3.
Anting anting tidak berlebihan dan dipakai di telinga. Kalung, gelang, dan cincin hanya 1. Jangan memakai gelang tangan atau gelang kaki yang menimbulkan bunyi.
Sepatu harus tertutup. Jika ingin memakai stocking, sesuaikan dengan warna kulit.
1. Rambut tertata rapi/disisir. 2. Rambut sebaiknya berwarna alami atau cokelat tua. Rambut boleh diwarna dengan satu turunan warna. 3. Tidak memakai wig.
Make Up 1. Make up disesuaikan warna kulit, terlihat alami dan tampak segar. 2. Kuku terpotong rapi, jika ingin mewarnai kuku, sebaiknya tidak menggunakan warna yang terlalu tajam. 3. Warna lipstik cerah ( jangan warna pucat atau mencolok).
I.
BERKENALAN ATAU MEMPERKENALKAN
1. Berdiri dan dekati diperkenalkan/dekatkan berkenalan.
orang orang
yang yang
akan akan
4. Sebutkan nama/ucapkan salam, memperkenalkan salesperson berikan singkat latar belakang masing-masing.
bila secara
2. Ciptakan kontak mata, dan senyum 3. Berjabat tangan
5. Ucapkan sesuatu setelah berkenalan.
II. BERJABAT TANGAN 1. 2. 3. 4. 5. 6.
Tatap mata orang yang disalami. Jabatan kuat tetapi tidak menyakitkan. Berlangsung selama 3 detik. Cukup genggam untuk 2 atau 3 gerakan. Mulai dan hentikan dengan cepat. Jangan pegang tangannya terus sepanjang perkenalan.
III. KONTAK MATA 1. Ciptakan pandangan mata bersahabat, dan pandang lawan bicara atau orang yang berkenalan dengan kita. 2. Jangat melotot.
IV. BUSINESS CARD 1. Cara memberikan dan menerima kartu nama 2. Cara menyimpan kartu nama V. SENYUM Senyum tulus, ramah dan bersahabat.
VI. MONKEY SEE, MONKEY DO Selalu menyesuaikan diri dengan (calon) pelanggan yang dihadapi
VII. CARA DUDUK 1. 2.
3. 4. 5.
Tegak (tidak bersandar) Tidak menyilangkan kaki jika duduk tidak ada penghalang. Tidak memakai sandal. Tidak bertopang dagu. Tidak melakukan aktivitas lain yang tidak berhubungan dengan pekerjaan contohnya membaca majalah, menerima telepon/melakukan sms terus menerus.
VIII. CARA BERDIRI 1. Berdiri dengan dua kaki tegak lurus. 2. Jangan menyilangkan kaki. 3. Jangan bersandar pada meja atau dinding.
IX. CARA BERJALAN 1. Tidak melenggang atau mengayun 2. Langkah sesuai dengan pakaian 3. Tidak terburu-buru dan tidak terlalu pelan
X. CARA MELAYANI PELANGGAN 1. Apabila berjalan melalui atau berpapasan dengan (calon pelanggan) berikan senyum dan salam singkat. 2. Apabila bertemu dengan (calon) pelanggan, persilahkan dia untuk jalan terlebih dahulu.
DALAM BERPENAMPILAN, HINDARI HAL-HAL YANG MENJADI KEBIASAAN BURUK KITA DI TEMPAT UMUM, KARENA HAL INI AKAN MERUSAK SELURUH TATANAN PENAMPILAN KITA :
1. Mengenakan bedak, lipstik (berdandan) di meja kantor. 2. Memencet jerawat, membetulkan rambut, membersihkan telinga, merapikan pakaian dalam atau membersihkan bagian tubuh lainnya 3. Membersihkan hidung dan kuku. 4. Menggigit kuku atau menggaruk-garuk.
5. Menguap dan merentangkan badan. 6. Merokok. 7. Batuk, bersin, atau meludah tanpa memakai tissue atau sapu tangan. 8. Mengunyah permen karet. 9. Menyanyi, bersiul-siul, komat-kamit atau mengetuk-ngetukkan kaki. 10.Menggerincingkan koin, kunci, memainkan uang kertas atau menggerincingkan perhiasan. 11.Sering-sering melihat jam. 12.Menyeret sepatu
Hair
: Neat.
ID Card
: To be worn at all times.
Accessories
: Accessories worn at work should be simple in design and relatively small. Avoid excessive use of accessories.
Rambut ID Card kantor
Perhiasan
: Rapi
: Dipakai sepanjang hari selama di
pemakaian
: Perhiasan yang digunakan pada saat bekerja dengan bentuk yang sederhana dan berukuran kecil. Hindari perhiasan yang berlebihan.
Make up
: Soft, minimal lipstick.
Make up
: Lembut/tipis, minimal menggunakan lipstik
P
P Sesuai: Kemeja lengan pendek/panjang, kaos
berkerah,
Bahan katun atau batik, Kemeja berwarna gelap atau lembut,
tidak terlalu mencolok, disain sederhana,
Jika kemeja/kaos berkerah terbuat dari
bahan yang tipis, gunakanlah kaos dalam,
Jika mengunjungi kantor klien pada hari
Jumat, kenakan busana yang sesuai dengan busana yang dianjurkan oleh kantor klien,
Celana format atau materi terbuat dari
bahan katun
Sesuai: Kemeja lengan pendek/panjang, kaos
berkerah,
Bahan katun atau batik, Kemeja berwarna gelap atau lembut,
tidak terlalu mencolok, disain sederhana,
Jika kemeja/kaos berkerah terbuat dari
bahan yang tipis, gunakanlah kaos dalam,
Jika mengunjungi kantor klien pada hari
Jumat, kenakan busana yang sesuai dengan busana yang dianjurkan oleh kantor klien,
Celana format atau materi terbuat dari
bahan katun
P
P
P
P O O
Sesuai: Sepatu kulit formal Warna gelap (hitam atau coklat) Kaos kaki formal (polos berwarna gelap seperti hitam, abu-abu, biru atau coklat)
Tidak sesuai: Sepatu olah raga, sneakers Sandal Melepas sepatu di area kerja
P P P
Appropriate : • Closed-toe shoes are generally more businesslike. • Heels should not be less than 3 cm. • Suitable stockings, i.e., that match skin colour or are darker than skin colour.
Sesuai: • Bagian depan tertutup • Hak sepatu tidak kurang dari 3 cm • Pilihlah stocking dengan warna yang sama dengan warna kulit atau lebih gelap dari warna kulit
O
Tidak Sesuai: • Sandal • Melepas sepatu di area kerja
O
