“LANGUANGE FUCTION”

DHINI WAHYUNI NOVITASARI, S.S.T., M.TR.KEB

 EXPRESION

Self expression (disclosure) of self-understanding can be done

from the simplest level to the most complex level or the high level
of difficulty.
• Simple self-expression
• While the level of complex self-expression can be in the form of
statements of ability to write research journals, case reports,
make proposals and write publications
 CONVICING
Phrases used to convince and persuade others in order to accept the opinion or proposal
submitted.

Learn some expression to convince other :

1. I assure you, I can do the job well
2. I convince you, I’m the right person to do job
3. I believe I am the only person who can finish this job on time
4. I assure you, we can make it real
5. I convince you to do what I say.
6. I believe you should decide your own decision.
7. I assure you to believe me
 REPRIMANDING

A reprimand can be interpreted as a sentence that contains criticism, teachings, or

warnings so that someone corrects the mistakes he has made.

Reprimanding Language

1. Reprimanding when not in public

2. Don’t forget to keep thinking about his feelings
3. Syat polite and courteous
4. Don’t forget to always look at the situation and conditions
5. Make sure that the reprimand is not menats to be condescending
 COMPLAINING

Complaint is an exspression of dissatisfaction addressed to an organization, related products or

services, or the complaint handling process itself, where the response or resolution is expected to be
carried out as soon as possible and as good as possible. Complaints are one part of the negative
expression that results form the incongruity of reality and what is being offered to someone.
In service, complaint handling or commonly called complaint handling is crucial to pay attention to.
Because the right complaint handling will provide an opportunity for the service to change the
customer’s point of view which was originally negative.
 Complaining Function
1. Optimal human resources
2. Service Innovation
3. Company Develompent

Some Of The Skills That Should Be Possessed In Complaining Are As Follows :

1. Patience
2. Communication
3. Acting
4. Details
5. Language
6. Empathy
7. Persuasive
 Some strategies or ways to implement complaint handling are as follows

1. Customer complaints are priority

2. Thank you customer for reporting complaints
3. Position yourself as a customer
4. Listening in detail to complaints and facts from customers
5. Give peace to customers
6. Admit and apologize for the mistakes that occurred
7. Show empaty for customer complaints
8. Stay calm in every situation and don’t get carried away by emotion
9. Explain the actions that can be taken to deal with complaints
10. Ensure to process all complaints to completion
11. Fix mistakes and learn from every complaints received
12. Thorough in handling coustomer complaints
13. Provide fast response
14. Employes are not allowed to make sweet promises to customers
 PRAISING

The expression of praise can be interpreted as a strong expression as a form of approval or

admiration for someone or something especially for the public.

Praising and
Respons Praising Responding
Well Done Thank you/ Thanks
Fantastic It’s nice of to say so
That’s Great Really? I’m not sure about is actualy
I like Do you really think so?
How Beautiful Flowers is
What a beautiful flowers
 ENTERTAINING
According to the big Indonesia dictionary, it means fun and shooting a difficult
heart. Entertaining is anything that can be an entertainer. The entertainment function is
quite important, in addition to relieving fatigue, entertainment can be a medium in
interacting.

Entertaining Example
Sentences
1. I will be entertaining a guest in my study
2. wulan is busy entertaining some of my bridge club friends
3. And what would hers be for entertaining my guests?
4. You never disappoint for an entertaining evening!
TERIMA KASIH