Hambatan Komunikasi Dan Potensi Konflik: Dinamika Satpam Dan Mahasiswa di Universitas Medan Area

Abstract

This study aims to analyze communication barriers and potential conflicts in interactions between security guards and students at Universitas Medan Area, particularly during vehicle inspection procedures in the campus parking area. This study employed a qualitative approach with a case study design and used George Herbert Mead's symbolic interaction perspective, which comprises the concepts of mind, self, and society. The research informants consisted of security guards, students, and lecturers selected through purposive sampling. Data were collected through observation, in-depth interviews, and documentation and analyzed using the interactive model of Miles, Huberman, and Saldaña through data condensation, data display, and conclusion drawing and verification. Data credibility was assessed through source and technique triangulation. The findings indicate that communication barriers primarily involved differences in understanding vehicle registration certificate (STNK) inspection procedures, students' lack of preparedness to meet inspection requirements, variations in security guards' communication styles, and inconsistent compliance with campus regulations. These barriers may generate misunderstandings, discomfort, and potential conflict during interactions. From a symbolic interaction perspective, these conditions indicate that meanings attached to rules and inspection practices are constructed through interactions among individuals, self-awareness, and campus social norms. Clear, polite, firm, and consistent communication can reduce misunderstandings, facilitate vehicle inspection procedures, and support security and order on campus.