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"Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness.Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty."

"ABSTRACTLiga Pekerja Indonesia merupakan suatu kegiatan yang dilakukan oleh pemerintah yakni Kementerian Ketenagakerjaan berkolaborasi dengan Kementeriarn Pemuda dan Olahraga, Persatuan Sepak Bola Seluruh Indonesia PSSI, dan Asosiasi Pengusaha Indonesia APINDO untuk memperingati Hari Buruh pada tanggal 1 Mei. Kegiatan ini dilakukan dengan tujuan untuk meningkatkan produktivitas pekerja dan keharmonisan yang terbina antara pekerja, pengusaha, dan pemerintah. Penelitian ini bertujuan untuk menganalisis bagaimana peran pemerintah dalam meningkatkan keharmonisan hubungan industrial dengan studi pada Liga Pekerja Indonesia. Penelitian ini menggunakan pendekatan penelitian kualitatif dengan teknik pengambilan data kualitatif melalui wawancara mendalam dan studi dokumentasi. Hasil dari penelitian ini menunjukkan bahwa pelaksanaan Liga Pekerja Indonesia sebagai bentuk peran yang diberikan pemerintah untuk meningkatkan keharmonisan hubungan industrial masih belum tercapai dikarenakan Liga Pekerja Indonesia yang seharusnya merupakan upaya penguatan hubungan industrial antara ketiga aktor hanya dapat menguatkan kelompok pekerja sebagai peserta yang menjadi tim sepakbola di Liga Pekerja Indonesia. Koordinasi antara para pihak yang terlibat belum berjalan dengan baik karena kurangnya komunikasi serta birokrasi yang berbelit. Pendanaan yang belum diatur dengan baik dan biaya pendaftaran yang memberatkan peserta juga menjadi salah satu faktor belum tercapainya keharmonisan hubungan industrial melalui Liga Pekerja Indonesia.

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ABSTRACTLiga Pekerja Indonesia is an activity conducted by Kementerian Ketenagakerjaan by collaborating with Kementerian Pemuda dan Olahraga, Persatuan Sepak Bola Seluruh Indonesia PSSI , dan Asosiasi Pengusaha Indonesia APINDO to commemorate the labour day on 1st May, 2018. This activity is done with the aim to enhance worker productivity and the harmony between workers, employers, and Government. This research aims to analyze how the Government 39 s role in improving industrial relations harmony with case studies on Liga Pekerja Indonesia. This study used a qualitative research approach to techniques of qualitative data retrieval technique through an in depth interview and documentation study. The results of this research shows that the implementation of the workers 39 League Indonesia as the role given by the Government to improve industrial relations harmony is still not reached. That is because the Liga Pekerja Indonesia which should be an effort of strengthening industrial relations among the three actors can only strengthen the group of workers as participants who became a football team in Liga Pekerja Indonesia. Coordination between the parties involved also has not run properly due to lack of communication as well as the convoluted bureaucracy. Funding has not been governed well and the registration fee which isburdening the participants also became one of the factors as to why the harmony of industrial relations through Liga Pekerja Indonesia has not been achieved. "

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"Human resources professionals are entrusted, perhaps more than any other corporate designates, with the well-being of their organization?s population. They bridge the gaps between the individual and the collective, the person and the purpose. The most successful and effective HR professionals see their careers as a calling, and their work, though driven by corporate goals, is graced by a sense of purpose, a profound generosity, and a love for what they do and the constituencies they serve."

"Employment relations in Cambodia tend to adjust to therequirements of rite emerging small, open market economy of the country.in the face of the massive capital and infrastructure requirements to rebuildthe country from a socialist oriented perspective, the encouragement of acompetitive domestic market economy requires relevant policies andpractices. At the same time they must prevent exploitation and curb abusesthrough legal guarantees, i.e. minimum labor standards. It is tremendouschallenge to create and strengthen the labor institutions that will promotepolicies on employment relations towards a globally competitive Cambodian workforce."

"ABSTRAKHubungan Industrial tidak dapat dipisahkan dari perselisihan yang terjadi antara pekerja dan pengusaha. Perselisihan yang terjadi di antaranya ialah menyangkut hak, kepentingan, PHK, dan antar serikat buruh/serikat pekerja dalam suatu perusahaan. Pemutusan hubungan kerja menduduki trend tertinggi dalam perselisihan hubungan industrial. Melihat hal tersebut, maka penyelesaian PHK perlu melibatkan pemerintah (tripartit) sebagai salah satu bentuk dari pelayan publik untuk masyarakat dengan menjadi pihak ketiga yang berperan sebagai mediator. Penyelesaian perselisihan pemutusan hubungan kerja yang terjadi pada PT. Panarub Dwi Karya Benoa (PT. PDK) yang berada di Kota Tangerang dilakukan oleh Kementerian Ketenagakerjaan melalui quasi mediasi. Penelitian ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data dengan wawancara dan studi literatur. Hasil dari penelitian ini menunjukkan bahwa adanya quasi mediasi yang dilakukan oleh Kementerian Ketenagakerjaan sebagai salah satu penyelesaian perselisihan pemutusan hubungan kerja yang terjadi pada PT. PDK. Mediasi mulai dilaksanakan setelah ada rekomendasi surat dari ILO dengan sebelumnya penyelesaian melalui forum-forum nasional dan internasional. Proses mediasi dalam penyelesaian pemutusan hubungan kerja ditemukan hambatan yang mendukung penyelesaian menjadi lama seperti pada segi sumber daya manusia, pemahaman pihak pekerja dan pengusaha dalam melihat penyelesaian perselisihan, dan lambatnya pelayanan yang diberikan Dinas Ketenagakerjaan. Saran yang diajukan berupa perlunya pengoptimalan sosialisasi dan pembinaan kepada hubungan industrial, meng-upgrade keterampilan mediator dan bekerja sama dengan masyarakat. Kata kunci: Hubungan Industrial, Mediasi, Mogok Kerja, Pemutusan Hubungan Kerja, Tripartit.

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ABSTRACT

Industrial relations cannot be separated from the occur between workers and employers. The conflicts that occur might be related to rights, interest, layoffs, and labour unions within an enterprise. Related to that, termination of employment occupies the highest trend in industrial relations conflicts. Seeing this case, a tripartite layoff is needed as a from of public service for the citizens with third parties as intermediaries. The settlement of labour relations conflict that occur PT. Panarub Dwi Karya Benoa (PT. PDK) located in Tangerang City was carried out by the Ministry of Manpower through quasi mediation. This study used qualitative data collection techniques with interviews and literature studies. The result of this study indicate the fact that there was a quasi mediation conducted by the Ministry of Manpower as one of the settlement in conflict termination that occurred at PT. PDK. The mediation was implemented after an agreement from the ILO was previously approved through national and international forums. Through the mediation process in resolving termination of employment faced some obstacles, such of as in human resources, the comprehension of the workers and employers in seeing the settlement conflict, and the slow services provided by the Ministry of Manpower in handling the conflict settlement. Some suggestions related to this matter are about the need to optimize socialization and guidance for industrial relations, upgrade mediator skills, as well as increasing cooperation with the citizen."

"While much is known about employee voice in the developed world, much less is known about its operation in emerging economies. This volume explores the nature of employee voice in Argentine, China, India and South Korea, providing a timely challenge to the predominant assumptions that underline our knowledge of employee voice in the Western world. "

"Salah satu sarana atau lembaga dalam hubungan industrial di Indonesia adalah Lembaga Kerja Sama (LKS) Tripartit Nasional. Dalam lembaga ini terdapat tiga pihak yaitu, Pemerintah, Pengusaha, dan Serikat Pekerja. Tugas fungsional lembaga ini sangat penting, terutama membangun dan menjaga hubungan industrial yang baik, khususnya diantara pihak pekerja dan pengusaha. Namun lembaga ini belum optimal dalam melaksanakan tugas dan fungsinya. Skripsi ini bertujuan untuk menganalisis bagaimana pengelolaan LKS Tripartit Nasional dengan hambatan-hambatan yang dihadapinya. Penelitian ini menggunakan pendekatan kualitatif; dengan menggunakan teori dan konsep manajemen dalam hubungan industrial sebagai dasar untuk menganalisis. Data primer diperoleh melalui wawancara mendalam dengan key informants dari LKS Tripartit Nasional; dan data sekunder dari berbagai dokumen Kementerian Ketenagakerjaan; dan berbagai bacaan lainnya. Hasil dari penelitian, menunjukan bahwa belum optimalnya pengelolaan LKS Tripartit Nasional ini disebabkan karena belum adanya political will yang kuat dari pemerintah, pengadaan sumber daya manusia (staffing) yang terhambat, pengkoordinasian (coordinating) yang masih terbatas, serta penganggaran (bugeting) yang relatif sangat minim

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The National Tripartite Cooperation Institution (LKS Tripartit Nasional), is one of the institutions in industrial relations in Indonesia. Within the institution, there are three parties namely, the Government, the Employers and Trade Unions. The functional task of this institution is very important, especially building and maintaining good industrial relations, specifically between workers and employers. However, this institution has not been optimal in carrying out its duties and functions. This study aims to analyse how the management of this institution, with the obstacles that it faces. This research uses a qualitative approach; by using theories of management and the concepts of industrial relations as a basis for analysis. Primary data were obtained through in-depth interviews with key informants from the institution; and secondary data from various Ministry of Manpower documents; and various other readings. Results of the study, shows that management of the institution was not yet optimal due to the absence of a strong political will from the government, hampered procurement of human resources (staffing), coordinating is still limited, and budgeting is relatively very minimal"