Serving with Ears and Heart: The Practice of Direct Communication in Enhancing Educator Performance

Abstract

This study explores the implementation of a direct communication approach in personnel administration at SMP Negeri 58 Bandung, specifically in the context of collecting Employee Performance Target (SKP) documents. Employing a descriptive qualitative case study method, the research reveals that one-way digital communication methods previously used were ineffective in ensuring timely and accurate administrative compliance. Through the application of personalized, empathetic, and dialogic direct communication—both face-to-face and via tailored digital messages—significant improvements were observed in document submission punctuality, data completeness, and teacher engagement. The approach also strengthened mutual trust and transformed organizational culture from passive and bureaucratic to collaborative and participatory. While challenges such as time constraints and varied teacher responsiveness were noted, the benefits outweighed the limitations. Ultimately, the findings demonstrate that humanistic and interpersonal communication strategies remain effective in enhancing internal service quality and administrative performance within educational institutions.