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Penelitian ini bertujuan untuk mengetahui ketepatan komunikasi berdasarkan enam elemen komunikasi dalam proses komunikasi antara manajemen dengan Awak Kabin di PT. Garuda Indonesia. Penelitian ini adalah penelitian kualitatif dan menggunakan pendekatan fenomenologi dengan model paradigma naturalistik (naturalistic inquiry) . Data penelitian diperoleh melalui observasi partisipatif, wawancara mendalam dan studi dokumentasi, sementara teknik analisis data yang digunakan adalah analisis induktif. Hasil penelitian ini menunjukkan bahwa manajemen menerapkan sistem keterbukaan dalam berkomunikasi dengan awak kabin, termasuk mengutamakan komunikasi secara tatap muka dan juga mempraktikkan human relation sebagai landasan berkomunikasi. Penyusunan pesan juga dilakukan dengan penyesuaian; apabila bersifat persuasif , akan digunakan kalimat persuasif, begitu pula apabila pesan bersifat informasi (narasi) atau argumentasi. Sedangkan pemilihan channel dilakukan dengan memperhatikan jika penerima (receiver) bisa menyandi balik (decode) agar bisa memunculkan feedback positif, termasuk juga dengan memanfaatkan media sosial seperti Facebook, Twitter, Instagram, dan Whatsapp. Sementara hambatan yang ditemui dalam proses komunikasi yang berlangsung ialah tingginya mobilitas awak kabin dan keengganan awak kabin untuk berkomunikasi dengan pihak manajemen (komunikasi ke atas) meskipun keterbukaan komunikasi telah dilakukan. Kata Kunci: Komunikasi organisasi, ketepatan komunikasi, Garuda Indonesia ABSTRACT This research aims to determine the fidelity of communication based on the six (6) communication elements in the communication process between management and cabin crew at PT. Garuda Indonesia. This study is qualitative research, using phenomenology approach with naturalistic inquiry model. The research data was obtained through participative observation, in-depth interview and documentation study, while the data analysis technique uses inductive analysis. The results of this study shows that management has implement an openness system in communicating with cabin crew, including prioritizing face-to-face communication and also practicing human relations as the foundation to communicate. Preparation of messages is done with adjustment; persuasive sentences are used if the messages is persuasive, as well as if the message is information (narrative) or argumentation. The channel selection is choosed with attention so receiver (receiver) can encode back (decode) in order to generate positive feedback, including utilizing social media like Facebook, Twitter, Instagram, and Whatsapp. The obstacles encountered in the communication process was the high mobility of cabin crew and the reluctance of the cabin crew to communicate with management, even the openness communication system has been implemented. Keywords: Organizational communication , fidelity of communication, Garuda Indonesia

KETEPATAN KOMUNIKASI ANTARA MANAJEMEN DAN AWAK KABIN (FLIGHT ATTENDANT) DI PT. GARUDA INDONESIA