Main Article Content
Abstract
Interpersonal communication plays a crucial role in supporting operational coordination in the dynamic and complex airport environment. Airport operations require fast, accurate, and precise information exchange among work units, particularly between airline staff and airport information officers. Ineffective communication can hinder service quality and disrupt flight operations; therefore, effective interpersonal communication is essential to ensure optimal coordination.
This study aims to analyze the effectiveness of interpersonal communication between Lion Air Group staff and information officers of PT Angkasa Pura Indonesia at I Gusti Ngurah Rai International Airport, Bali. The research employs a qualitative approach with data collection techniques including interviews, observations, and documentation involving personnel directly engaged in airport operations.
The results indicate that interpersonal communication has been effectively implemented, as reflected in openness, empathy, supportiveness, positive attitude, and equality, which contribute to smoother operational coordination and improved work effectiveness. However, several challenges remain, such as overly rapid information delivery and technical communication issues. These challenges are addressed through strategies such as repeat-back confirmation, direct clarification, and reporting technical problems to relevant technicians. Overall, effective interpersonal communication plays a significant role in enhancing coordination and operational performance within the airport environment.