Gaya Pribadi - Dari Seminar "Geeting in Step with Myself"

People have one thing in common, they are all different - Robert Zend.

Petikan inilah yang disampaikan oleh ibu Helena, speaker dari John Robert Powers pada seminar "Getting in Step with Myself" dalam rangka Rakerda IHKA Bali 2006 pada tgl 17 Maret lalu. Pada intinya kita semua berbeda dan tidak ada yang sama. Namun demikian kita harus bisa bekerja sama dan saling mendukung untuk kemajuan bersama. Dalam berinteraksi dengan orang disekitar kita baik rekan sekerja, bawahan, maupun atasan adalah sangat penting kita mengenali gaya pribadi diri kita sendiri maupun gaya pribadi orang disekeliling kita. Berikut adalah kecenderungan gaya pribadi yang bisa dikelompokan menjadi 4 beserta ciri - ciri dari masing - masing Gaya pribadi tersebut:

Gaya Director
Prilaku: Mengontrol, Memerintah.
Bila Perassan tertekan: Teriak, Meluap, Meledak, Ngambek, Arogan.
Hasil yang dicari: Perlu merasa paling unggul.
Kelebihan: Percaya diri tinggi, tegas, urusannya selalu beres.
Kelemahan: Mengintimidasi, sehingga dijauhi orang.
Kebutuhannya: Selalau merasa benar, perlu kekuasaan untuk mengontrol.
Cara Mendekatinya: Dukung targetnya, bicara terarah, orientasi ke tugas, kerja cekatan.

Gaya Supporter
Prilaku: Menyenangkan, Ramah, Perduli, Penolong.
Bila perasaan tertekan: Penurut, Siap menyesuaikan diri, Menutup perasaan, pasif-agresif.
Hasil yang dicari: Ilusi harmonis, tidak perlu ambil resiko, hubungan seolah – olah lancar.
Kelebihan: Disukai, loyalt, team player, teguh, sabar.
Kelemahan: Kurang tegas, membuang – buang waktu, mudah dipengaruhi, menyimpan yang negative di hati.
Kebutuhannya:Rasa memiliki, rasa aman, menyenangkan orang lain, mudah ditebak.
Cara mendekatinya: Cara santai dan tulus, kurangi kecepatan, dengarkan dia, tentukan target, tekankan pengembangan diri.

Gaya Thinker
Prilaku: Perhatian ke masalah detail, sistematis.
Bila perasaan tertekan: Menjadi diam, mengumpat, otokratis.
Hasil yang dicari: Konsisten, perlu rasa selalu siap.
Kelebihan: Akurat,cermat, pencari fakta, teratur.
Kelemahan: Keras kepala, membosankan, sikap menyendiri, kurang imaginatif.
Kebutuhannya: Bekerja terkontrol, rasa aman, teratur, stabilitas.
Cara mendekatinya: Kerja langkah demi langkah, berikan fakta, logika, pakai hal2 terstruktur, kaitkan ide baru dengan ide lama.

Gaya Entertainer
Prilaku: Kreatif, Hangat, Karismatik, Bersemangat.
Bila perasaan tertekan: Bicara keras dan cepat, patuh .
Hasil yang dicari: Rasa komunikatif, pusat perhatian.
Kelebihannya: Orientasi ke orang, persuasive,komunikatif,optimistic
Kelemahannya: Angkuh, kurang bisa menuntaskan masalah, janji dan omongan kurang bisa dipegang.
Kebutuhannya: Popularitas pengakuan sosoal, perasaan hangat.
Cara mendekatinya: Cara fleksible, bergairah, biarkan dia berbicara, gunakan cara demonstrasi yang visual.

QUALITY SERVICE

Every costumer comes with curtain expectation about the quality of products, services, and the total feeling and experience of dealing with your business. When you exceed his expectation he perceives the quality as relatively high. When you fail to meet his expectation he perceives the quality as relatively low. In the back of every custamer's mind is a scale that campares what he gets with what he expect.

The goal of quality is to consistently meet or even exceed custamer expectation by providing products and services at price that creat value with total feeling and experience of the custemor satisfaction and profits for the company and its employee.

Quality as Product Feature.
The key to ensuring this form of quality is keeping in touch with the changing needs of the custumers and providing those products features that creat custumers satisfaction.
Guest feedback and survey results are important to indentify which features of current and new products or services the guests need.

Quality as Freedom from Defect.
Custumers generally expect or at least want the products and services they buy to be free from defects. Free defect product avoids custumer dissatisfaction, and is therefore a key factor in generating repeat business.

Most hospitality business have a service recovery system to guide managers and staff in resolving guest complaints. This system is short - term attemp to satisfy comlaining custumer with room upgrades, free dinner and so on. This service recovery system falls short of tracking defects and developing solutions that eliminate them.

The value of the "freedom from defect" approach to quality is that it awakens managers to unnecessary costs of doing businness and enables them to understand the importance of setting improvement goals.