AN ANALYSIS OF COMMUNICATION STRATEGIES USED BY THE STAFF OF DEWA MALEN RESTAURANT IN SUKAWATI TOURISM OBJECT TAHUN 2016/2017

Abstract

Penelitian ini bertujuan untuk mengetahui (1) strategi komunikasi yang digunakan oleh staff restoran Dewa Malen di obyek pariwisata Sukawati saat berkomunikasi dengan turis, (2) strategi komunikasi yang paling sering digunakan oleh staff restoran Dewa Malen di obyek pariwisata Sukawati, dan (3) alasan mengapa staff Dewa Malen Restoran menggunakan strategi komunikasi saat mereka berkomunikasi dengan turis. Penelitian ini menggunakan teori dari Dornyei, Littlewood, Bialystok, dan Tarone, Cohen dan Dumas mengenai klasifikasi strategi komunikasi. Subyek penelitian ini adalah 3 staff restoran Dewa Malen. Hasil dari penelitian ini menunjukan bahwa ada 106 ucapan yang dapat diklasifikasikan kedalam strategi komunikasi. Dari 106 strategi komunikasi yang terjadi, terdapat 7 tipe strategi berkomunikasi yang digunakan oleh staff restoran Dewa Malen yaitu, Clarification request, Paralinguistic, Time-gaining, Circumlocution, Approximation, Language Switching, dan Message abandonment. Dari semua tipe strategi komunikasi yang digunakan, Clarification request adalah yang paling banyak digunakan yaitu sebanyak 48 kali atau 45,20%, Paralinguistic digunakan sebanyak 29 kali atau 27,30%, Time gaining digunakan sebanyak 22 kali atau 20,75%, Circumlocution, Approximation dan Language switching masing-masing digunakan sebanyak 2 kali atau 1,88%, dan Message abandonment digunakan sebanyak 1 kali atau 0,10%. Staff mengunakan startegi komunikasi untuk mendapat dan memberikan informasi yang lebih jelas sehingga tidak ada kesalah pahaman dan meningkatkan kesopanan yang lebih kepada tamu.
Kata Kunci : Restoran Dewa Malen Staff, Strategi komunkasi, turis.

This study aimed to know (1) the types of communication strategies used by the staff of Dewa Malen Restaurant in Sukawati tourism object when they communicated with tourists, (2) the types of communication strategies mostly used by the staff of Dewa Malen Restaurant in Sukawati tourism object and (3) the reasons why the staff used the types of communication strategies when they communicated with tourists. This research used the theories from Dornyei, Littlewood, Bialystok, and Tarone, Cohen and Dumas about the classifications of communication strategies. The subjects of this research were three staff of Dewa Malen Restaurant. The result of the study showed that there were 106 communication strategies occurred which could be classified. From 106 communication strategies happened, there were seven communication strategies used by the staff of Dewa Malen Restaurant such as Clarification request, Paralinguistic, Time-gaining, Circumlocution, Approximation, Language switching and Message abandonment. From seven types of communication strategies used, Clarification request was the most frequently used by the staff that were 48 times or 45.20%. Paralinguistic was used for 29 times or 27.30%, Time-gaining was used for 22 times or 20.75%. Approximation, Circumlocution and Language switching were used two times for each strategy or 1.88% and Message abandonment was used for once time or 0.10%. The staff used communication strategies in order to get and give clearer information to avoid misunderstanding and increased politeness to the tourists.
keyword : Communication strategies, Dewa Malen Restaurant, Staff, Tourist.