The Effect of Miscommunication on the Quality

of Employee Performance

Agnita Yolanda

, Nurismilida

, Kinanti Wijaya

and Desy Wulansary

Programme Study Administration Business, Polytechic LP3I Medan

Programme Study Linguistic, Universitas Islam Sumatera Utara

Programme Study of Technique, University Negeri Medan

Keywords: Miscommunication, Employee Performance Quality.

Abstract: This study aims to determine how big the influence between Communication Barriers (Miscommunication)

on Quality Performance of staff Polytechnic LP3I Medan. In this study using the saturated sample as many

as 53 respondents and data collection using descriptive methods with quantitative data is through a

questionnaire tested by using several methods of data analysis. The result of this research is provided by T

Test, and Simple Linear Regression Test which shows that there is influence between Miscommunication to

Quality of Employee Performance Polytechnic LP3I Medan. Which in the T test obtained value of T count >

T table is 6.335 > 1.675, Ha accepted means there is a significant or tangible influence between variable X

(Miscommunication) to the variable Y (Employee Performance Quality) and based on Simple Linear

Regression Analysis obtained equation Y = 11.73 + 0.85 X, meaning that there is a significant influence

between the independent variable (X) on the dependent variable (Y) and the rest is influenced by other factors

such as discipline, honesty, responsibility, etc. but not discussed in this research method.

1 INTRODUCTION

In everyday life - even every day people always

communicate. As we know that human is a man that

who can not live alone. Thus, humans communicate

to convey the contents of the statement to other

humans. Without communication with other people,

human life as a social being becomes meaningless.

But there are times when the communication

sometimes happens not in accordance with the intent

and purpose to be delivered, so there was

miscommunication between the one with the other.

Therefore, with communication can cause human life

can be developed and sustained.

According to previous research Jessica (2014), In

the communication was allegedly a communication

barrier in the division of Sales & Marketing, Finance

& Accounting, Rooms and Food & Beverage

Marketing. Researchers use the theory of

organizational communication, communication

barriers and employee performance. Elements of

communication barriers consist of technical barriers,

semantics and behaviors affecting the quantity of

work, quality of work and job knowledge of

employees. The results of this study indicate

communication barriers affecting employee

performance Midtown Hotel Surabaya.

In any company that communication is

indispensable for the creation of good social relations

in the company, so the state of internal atmosphere in

the company will be good too, and also with the

communication, the vision of the company's mission

can run as much as possible. But the fact, in

Polytechnic LP3I Medan communication is not

running well as it should, because it still encountered

miscommunication between employees one with

another employee, between one division with another

division, and so on.

2 ORGANIZATIONAL

COMMUNICATION

Organizational communication is the delivery and

acceptance of information or messages made between

individuals or groups within an organization or

company that deals with all issues concerning the

company or organization.

584

Yolanda, A., Nurismilida, ., Wijaya, K. and Wulansary, D.

The Effect of Miscommunication on the Quality of Employee Performance.

DOI: 10.5220/0010361205840589

In Proceedings of the 3rd International Conference of Computer, Environment, Agriculture, Social Science, Health Science, Engineering and Technology (ICEST 2018), pages 584-589

ISBN: 978-989-758-496-1

organizational communication is the study of how

people working in an organization communicate

within the organizational context, as well as the

interaction and influence between the organizational

structure and the organization. (Liliweri, 2014:365).

2.1 Communication Barriers

Misunderstandings in communication is the

occurrence of errors in the communication process

that is from the sender of the message to the recipient

of the message or the communication process that

runs less or not good so that it can cause information

submitted not in accordance with the expected.

According to Liliweri (2014: 379) obstacles or

impaired communication is the influence of the inside

or outside of individuals or groups in the environment

that can damage the contents of messages to be

delivered or received. "Miscommunication is

sometimes caused by improper use of words, in which

words are connotative and denotative"

Suryanto

(2015 : 73).

A comfortable and peaceful work environment

will be very easy to affect a performance within a

company. But in reality the performance of a

company can be hampered due to a less supportive

work environment, such as the condition of the office

or workplace located close to other factories resulting

in noise / noise that interfere with the performance of

the company, so that at the time of the information to

be conveyed from the sender of the message an

employee) who was very clear and accurate, but when

received by the recipient of the message (other

employees) the information becomes reduced or

inaccurate, resulting in a misunderstanding in

communicating and it affects the performance of the

employee who was able to produce work in

accordance with the intent and purpose of the boss

will be not in accordance with the expectations of the

leader.

2.2 Personality Disorder

Sociological and anthropological barriers constitute a

personality disorder, which in either case will result

in personal disturbance and from some of the

different identities of individuals and groups.

According to Liliweri (2014: 380) "the type of

personality disorder may be a disturbance or a

sociological and anthropological barrier. According

to Suryanto (2015: 71) sociological barriers are

disturbances that occur as a result of personal life,

static and irrational that can occur because of social

interaction in the community and in the office

environment. And anthropological obstacles, namely

the existence of communication disruption of the

target like who the intended person, the difference of

identity such as race / ethnicity, gender, age and

difference of position or status of each and

educational background

(Suryanto, 2015 : 71).

2.3 Work Experience

Work experience is a knowledge or skill that is known

and controlled by a person as a result of a deed or

work that has been done before for a certain period of

time. Work experience in a company can be very

influential in the quality of employee performance in

the company. But sometimes also can lead to an

obstacle in performance, one of which there is a

barrier in communication or commonly called

a miscommunication (miscommunication).

2.4 Semantic Disorder

Semantic barriers concerning aspects of the language

used by communicators as a tool to channel thoughts

and feelings to the communicant. Which is the

disturbance caused by communicators who

misspelling, such as talk too fast, stutter, panic and so

forth

(Suryanto, 2015 : 72) . Language can also create

a barrier to communication or misunderstanding in

communication. This can happen if the language used

is less denotative in the sense that the language is

conveyed is not in accordance with the common

language as it should be in daily life in general by

society. Companies create working conditions with

language that is precise, clear, accurate so that it can

easily be understood as the intent and purpose to be

achieved from the information submitted so the

quality of performance will increase.

Therefore, communication barriers in this study

will be measured through: environmental

disturbances, personality disturbances, work

experience and semantic disorders.

2.5 Performance Quality

Performance quality is part of the productivity of

work, which means something that contains

achievements to be explored and achieved. Therefore,

the quality of work can be done and improved by

doing the best job possible according to the rules and

orders given by improving the quality of life, creative

work and innovation.

According Mangkunegara (Jessica, 2014: 4) that

employee performance (work performance) is the

result of work in quality and quantity achieved by an

The Effect of Miscommunication on the Quality of Employee Performance

585

employee in performing their duties in accordance

with the responsibilities given to him.

2.6 Performance Quality Indicators

Indicators to measure the quality of employee

performance individually or individually, there are

some of them as follows:

a. Quality

Quality of work can be measured from the

employee's perception of the work done and

produced and the ability to employee skills.

According to Simanjuntak (Widodo, 2015: 133)

states that: the quality and ability of employees /

employees ie matters relating to education /

training, work ethic, work motivation, mental

attitude and physical condition of employees.

b. Productivity

According to Widodo (2015: 218) states that

productivity is the development of industrial

planning in particular and national economic

development planning in general, which is more

linked to the view of production and economics

and even sociological outlook. Productivity can

be said a process of activities that are structured to

explore the potential that exists in a corporate

object. Productivity is also a quality work

relationship resulting where the success of a

company in improving productivity will be very

influential and support in the ability to compete,

because with more productive companies can sell

products / services with a more competitive price.

Therefore, to develop and improve productivity

within the company then employees in the

company must work harder and smarter.

c. Effectiveness

Effectiveness relates to a reality to know

whether or not the expected results of each level

of expenditure are achieved (Widodo, 2015 : 219).

Effectiveness is a level in the use of organizational

resources (energy, money, and technology) which

are maximized for the purpose of increasing the

yield of each part in resource use.

d. Efficiency

With the efficiency in the work it will give

effect or a good impact also for the company. For

efficiency in work will make the ability or effort

to minimize the possible in the use of resources to

provide more work in the period that can be

minimized or minimized.

e. Effective Communication

Effective communication is the delivery of all

information about the intent and content of the

heart professionally in accordance with the

capabilities and competencies shown in

appropriate language and clearly

(Liliweri, 2014 :

394). Effective communication is the relationship

created in the process of delivering an information

between individuals or between groups of one

with another both in accordance with its own

division and between divisions with the intent and

purpose in accordance with the vision of the

company's mission with good conditions also

(right and clear).

2.7 Performance Aspects

According to Manullang (2012: 151) said that an

individual performance, motivation and retention of

employees is a major factor for a company in

maximizing the effectiveness of human resources.

Meanwhile, According to Hasibuan (2016: 95)

argued that the aspects assessed on the quality of the

performance include the following:

a. Loyalty, namely the willingness of employees in

maintaining and defending and the existence of

devotion to the company in the work or outside the

work.

b. Job performance, is a form of work of the quality

and quantity generated employees of his work.

c. Honesty is a form of sincerity of one's

employees in carrying out their duties and abilities to

not abuse the authority given to him.

d. Discipline, the psychological attitude of a person

who is always disciplined in following all the rules in

completing his work.

e. Creativity, whereby a person creates something

new and original, which was not previously known

and known to the public.

f. Cooperation, namely the ability of a person to be

able to work together with other people or the team in

completing a task or job received / determined.

g. Leadership is the ability of a person to convince

others so that they can be directed to the maximum to

carry out the main task.

h. Personality is a character, attitude and character

that someone has as background or identity to a

behavior.

i. Initiatives are the ability of an employee to make

decisions, the necessary steps in carrying out his main

tasks without waiting for orders from superiors.

j. A skill, which is the cleverness of an employee

in doing things both before and after directed.

k. Responsibility, is where the ability of an

employee to finish every job submitted to him with

the best and timely in solving it and he dare to bear

and bear any risk to a decision taken.

ICEST 2018 - 3rd International Conference of Computer, Environment, Agriculture, Social Science, Health Science, Engineering and

Technology

586

D =

)

x 100%

Therefore on the quality of performance in this study

will be measured through: quality, productivity,

effectiveness, efficiency and effective

communication.

3 METHOD

The research location is in the Office of Polytechnic

Directorate LP3I Medan, which is located at Jl.

Amaliun, No. 37 Medan. The population in this study

is that all staff and employees in Polytechnic LP3I

Medan in Amaliun campus which amounted to 53

people. Data collection is done that is by giving a set

of written questions to the respondent to be answered

as the object to be examined / observed. Beside that,

literature research is done by collecting data obtained

from references of literature from reading books,

Journals, Theses and data from the internet.

3.1 Hypothesis

The hypothesis of this study are illustrated with the

following assumptions:

a. H

: There is no significant influence

between independent variable

(Miscommunication) with the dependent

variable (Quality Performance).

b. H

: There is a significant influence

between the independent variables

(Miscommunication), with the

dependent variable (Performance

Quality).

If H

= 0, then Miscommunication has no effect on

Employee Performance Quality.

Data analysis methods used to measure the results of

research that is by using descriptive methods

quantitative. The data analysis method used for

measurement scale using the Likert scale method.

Table 1: Likert Scale Instrument

No Answer Scor

Strongly agree / always /

ver

positive

Agreed / often /

ositivel

Disagree / almost never /

ative

Strongly Disagree /

eve

Source: Sugiyono (2015: 135)

3.2 Determination Coefficient Test

3.2.1 Product Moment Correlation Analysis

(r)

In this product moment correlation analysis sought is

the correlation coefficient of the data questionnaire

research that states the degree of relationship between

independent variables with dependent variable which

is to determine the strength or weak relationship

between two variables the author uses the help of

software applications SPSS 22. The results of the

product moment move between -1 to +1. If the result

of product moment correlation calculation > +1 or -1

then the calculation is stated wrong.

3.2.2 Determination Coefficient Analysis

(R2)

The coefficient of determination shows how much the

percentage of influence of all independent variables

in the value of the dependent variable that can be

explained in the resulting regression equation. The

magnitude of the coefficient of determination (R2) is

0 to 1, which is closer to 0 then the smaller the

influence of independent variables to the value of the

dependent variable and vice versa, the more the effect

1 then the influence of all independent variables on

the dependent variable. The coefficient of

determination (R2) can be calculated by the following

formula:

Information:

D = Determination

(rxy) 2 = Coefficient of correlation squared

3.2.3 T Test (Partial Coefficient Test)

T test model to find out how big the influence of

coefficient X to Y. If T

count

> T

tables

→ "Reject H

(any

real effect). If T

coun

t ≤ T

tables

→ "Accept H

(Influence is not real). T

count c

an be determined by

using the help of computer software application that

is application SPSS 22, if T

count

> T

table

then H

rejected.

3.2.4 Simple Linear Regression Analysis

Used to know the extent to which a variable

influences with other variables. With simple linear

regression coefficient formula as follows (Sunyoto,

2012 : 237):

The Effect of Miscommunication on the Quality of Employee Performance

587

Information:

X = Miscommunication

Y = Performance Quality

a = Constants

b = Regression Coefficient

4 RESULT

Determination test conducted on questionnaire data

53 respondents. Test determination done with the

help of computer software application that is SPSS

22.

4.1 Product Moment Correlation

Analysis (r)

Table 2: Product Moment Coefficient (r)

Model Summary

Model R

Square

Adjusted

R Square

Std. Error

of the

Estimate

1 ,664

,440 ,429 3,098

a. Predictors: (Constant),

MISCOMMUNICATION

(Source: Primary data processed, 2017)

From the table above obtained the value of correlation

coefficient r on the table is used to see how big the

relationship of variable X to variable Y. The results

shown are = 0.664 or 0.66, meaning the relationship

of miscommunication to the quality of performance

is very strong that is equal to 0.66.

4.2 Determination Coefficient Analysis

)

Tabel 3: Determination Coefficient (R

)

Model Summary

Model R

Square

Adjusted

R Square

Std. Error

of the

Estimate

1 ,664

,440 ,429 3,098

a. Predictors: (Constant),

MISCOMMUNICATION

(Source: Primary data processed, 2017)

Column R Square used to see how big the influence

of Variable X to Variable Y. The result of the analysis

shows R Square equal to 0,440 or 44%. This means

that miscommunication influences 44% on the

quality of performance, and the rest is influenced by

other variables.

4.3 T Test (Partial Test)

Table 4: T Test (Partial Test)

Coefficients

Model

Unstand

ardized

Coeffici

ents

Stan

dardi

zed

Coef

ficie

nts T

Beta

(Constant)

11,

3,29

565

MISCOM

MUNICAT

ION

,84

,134 ,664

a. Dependent Variable: QUALITY OF

PERFORMANCE

(Source: Primary data processed, 2017)

On column T can be seen the value of T arithmetic is

6.335 or 6.34.

Information:

k = Number of independent variables

n = Number of samples.

Namely 53-1-1 = 51

Then it can be seen that T table value is 1,675.

Therefore the value of Tcount > T table, that is with

the result 6.335 > 1.675, meaning there is a significant

or tangible influence.

Y = a + bX

(dk) = n-k-1

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Technology

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4.4 Simple Linear Regression

Table 4: Simple Linear Regression

Coefficients

Model

Unstandardized

Coefficients

Standardiz

Coefficien

t Sig.

B Std. Error Beta

(Consta

11,728 3,290 3,565 ,001

MISCO

MMUN

ICATIO

,847 ,134 ,664 6,335 ,000

a. Dependent Variable: QUALITY OF PERFORMANCE

(Source: Primary data processed, 2017)

In column B can be seen the value of Constant

(constant) of 11.728 or 11.73 and the value of

miscommnucation of 0.847 or 0.85. Constant value is

a value, and the value of miscommnucation is value

b. So obtained simple regression equation as follows:

Y = a + bX, Thus, Y = 11.73 + 0.85 X.

Information:

X = Miscommunication

Y = Performance Quality

a = Constants

b = Regression Coefficient

Based on the result of the simple linear regression

equation above, then obtained the result

of miscommunication equal to 0,85 and quality of

performance value equal to 11,73. However,

performance quality may increase if assumed with a

reduction of 1 miscommunication, it will provide an

increase in the quality of employee performance.

5 CONCLUSIONS

From the results of the whole research by the method

of data analysis known that the Semantic Disorder

indicator has greater effect on the performance of

employees with a percentage of 35.8%. That the

independent variable (Miscommunication) has a

significant effect on the dependent variable

(Employee Performance Quality). Judging from T

test result that is T count> T table with result 6,335>

1,675, hence Ha accepted, meaning there is

significant or real influence between

Miscommunication to Employee Performance

Quality. And the rest is influenced by other factors

such as discipline, honesty, responsibility, etc., but

not discussed in this research method.

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