CD Skripsi

Komunikasi Pelayanan Publik Ombudsman Ri Provinsi Riau Dalam Penanganan Pengaduan Masyarakat Dengan Pendekatan Progresif Dan Partisipatif (Propartif)

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The propartive approach is a conflict management innovation in handling
complaints in the Indonesian Ombudsman and has been applied to all of its
representative offices, one of which is the Indonesian Ombudsman Representative
of Riau Province. The use of a propartive approach in handling complaints has an
impact on the decrease in the number of reports of public complaints and the
convenience of the Assistant Ombudsman in completing community reports. The
purpose of this study is to find out and understand how attitudes, processes and
skills as a basis for a propartive approach are used in the Representative
Ombudsman of Riau Province.
This study uses a qualitative method. The research informants were
selected through a purposive sampling technique and there were additional
informants from the community selected through a random side technique whose
reports were being handled or had been handled by the ombudsman. Data
collection techniques carried out through interviews, observation and
documentation. Data analysis techniques using Miles and Huberman include three
stages, namely data reduction, data presentation and drawing conclusions. Data
validity checking techniques with source triangulation.
From the results of the study obtained the following results; (1) Attitude.
In terms of the attitude to handle complaints, the Ombudsman is acting towards
both the reporter and the reported party. The attitude towards the reporter includes
openness, honesty, and curiosity, while the attitude towards the reporter is neutral
with the aim of not influencing the results of the Ombudsman's suggestion for the
reported party. Process. The process of handling complaints through 2 (two) ways,
namely with a formal approach and informal approach. Formal approach means
through standard procedural, while through informal approach using propartive in
it. This propartive approach can be used directly with face-to-face meetings by
understanding the propartive process circle, and can be used bye phone through
whatss app communication media or direct telephone. (3) Skills. Skills in
handling complaints with propartif include LSD, Reframing, Peeling the Onion
whose aim is to direct the Assistant Ombudsman how to explore the hopes and
interests of the public report, in addition there are also skills to persuade and
educate the reported party. However, if in this case both the complainant and the
reported are against, the Ombudsman uses repressive skills.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

01 06. 120 (0032)

Penerbit

Pekanbaru : Universitas Riau – FISIP – ILMU KOMUNIKASI., 2020

Deskripsi Fisik

xii, 29 hlm.; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

01 06. 120 (0032)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU KOMUNIKASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

Daus

Versi lain/terkait

Lampiran Berkas

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