Communicating With Foreign Tourists From Non-English-Speaking Countries At the Customer Service Center in The International Departure Terminal Ngurah Rai Airport Bali.
ABSTRACT
Tugas Akhir ini membahas masalah dalam berkomunikasi dengan turis
asing yang berasal dari negara yang tidak menggunakan bahasa Inggris
sebagai bahasa pengantar sehari-hari di bagian Customer Service Center
Terminal Keberangkatan Internasional bandara Ngurah Rai Bali. Selama
melaksanakan kegiatan magang periode 28 Januari sampai dengan 8
Maret 2013. Kesulitan yang saya hadapi dalam berkomunikasi dengan
turis asing yang berasal dari negara yang tidak menggunakan bahasa
Inggris sebagai bahasa pengantar sehari-hari disebabkan oleh aksen,
pelafalan kata, dan kecepatan berbicara para turis yang tidak biasa saya
dengar, penggunaan kata dalam bahasa Inggris oleh para turis sangat
terbatas, dan kemampuan mendengarkan saya kurang bagus. Hal ini
sangat mempengaruhi saya dalam memberikan informasi kepada para
turis. Saya tidak dapat mengerti apa yang dimaksud oleh para turis
dengan mudah. Selain itu, saya merasa bingung dengan apa yang
dikatakan oleh para turis, dan salah dalam mengartikan apa yang
dimaksud oleh para turis. Selama melaksanakan kegiatan magang, saya
selalu berusaha untuk meningkatkan kemampuan saya dalam
berkomunikasi dengan turis asing, terutama yang berasal dari negara
yang tidak menggunakan bahasa Inggris sebagai bahasa pengantar
sehari-hari. Adapun solusi untuk menghadapi masalah komunikasi ini
adalah dengan menggunakan gerak isyarat, fokus dalam mendengarkan
turis, dan mengklarifikasi apa yang dikatakan oleh para turis.
Solusi terbaik untuk mengatasi kesulitan dalam berkomunikasi dengan
turis yang berasal dari negara yang tidak berbahasa Inggris adalah
gabungan dari ketiga solusi. Aktif dalam mendengarkan disertai gerak
isyarat dan klarifikasi dapat membangun komunikasi yang lebih efektif.
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TABLE OF CONTENTS
ABSTRACT…...............................................................................................i
DECLARATION OF ORIGINALITY.............................................................ii
ACKNOWLEDGEMENTS...........................................................................iii
TABLE OF CONTENTS..............................................................................iv
CHAPTER I. INTRODUCTION........……………………...............................1
A.
B.
C.
D.
E.
F.
G.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS..........................................................8
CHAPTER III. POTENTIAL SOLUTIONS………………………...…….…..13
CHAPTER IV. CONCLUSION…………...…………………………..……….24
BIBLIOGRAPHY
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APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
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APPENDIX:
TRANSCRIPTION OF THE INTERVIEW
Name of interviewer
: Rina Marliani
Name of respondent
: I Wayan Suardiana
Day & date of interview
: Friday, March 01, 2013
Place of interview
: Ngurah Rai Airport, Customer Service Center of
International Departure Terminal
Rina
: Selamat pagi. Saya Rina dari peserta magang dari Universitas
Maranatha. Saya mau wawancara tentang pekerjaan di
customer service. Boleh tau biodata?
Wayan
: Ya, selamat pagi. Nama saya I Wayan Suardiana. Posisi
sekarang staff customer service center. Sudah bekerja kurang
lebih lah satu setengah tahun disini, di customer service center
ini.
Rina
: Apakah ada kesulitan yang dialami selama bekerja di
customer service center?
Wayan
: Kesulitannya itu biasanya speaking sama tamunya. Biasanya
tamunya itu kan ngomongnya itu apa namanya
penyampaiannya itu kadang-kadang kurang jelas, mungkin
karena aksen dari tamu itu kan berbagai negara memiliki aksen
yang berbeda-beda. Terus mereka itu juga ada negara-negara
yang penggunaan bahasa Inggrisnya ga aktif, terus mungkin
dari listening skill saya juga yang agak kurang.
Rina
: Mmm, ya. Terus negara mana kira-kira yang susah untuk
dimengerti bahasa Inggrisnya?
Wayan
: Kalo saya biasanya China, Jepang, Korea, India. Itu agak
susah itu, mungkin dari speed dia ngomongnya terus aksennya
juga agak susah untuk dimengerti lah.
Rina
: Oh ya. Trus dari, dari kesulitan itu ada efeknya ga sama kita
nyampein berkomunikasi dengan mereka?
Wayan
: Ya, pasti ada. Itu efeknya biasanya sih kita jadi kurang
mengerti apa yang disampaikan oleh tamu tersebut dan karena
kita ga ngerti kan jadi kita ga bisa menjawab pertanyaan dari
tamu tersebut. Juga misunderstanding, bisa kadang-kadang
antara tamu, apa yang disampaikan tamu dan apa yang kita
mengerti kadang-kadang ngga match, dia ngga cocok seperti itu
sih biasanya.
Rina
: Terus untuk cara ngadepinnya tuh, solusinya gimana untuk
ngadepin tamu kaya gitu?
Wayan
: Biasanya sih saya solusinya kita pake kaya gesture, kaya kita
menunjukkan,misalnya tamu menanyakan tempat posisi lokasi
suatu tempat itu kita bisa tunjuk pake tangan, atau kita gambar
dimana lokasi dari tempat yang ingin dituju, atau kita lebih, lebih
apa tuh mendengarkan apa itu,penjelasan atau pertanyaan dari
tamu itu lebih jelas lagi. Atau ngga kita mohon maaf terlebih
dahulu kepada tamunya dan minta untuk mengulang
pertanyaannya tersebut. Seperti itu.
Rina
: OK. Makasih pa. Terus dari penggunaan gesture atau kaya
tadi gambar gitu tadi ada sisi positifnya ngga untuk dalam
berkomunikasi dengan tamu?
Wayan
: Untuk sisi positifnya pasti ada. Kalo misalnya kita gambar,
tamu akan lebih jelas dimana posisi dari misalnya kita dia
menanyakan imigrasi, kantor imgirasi untuk extend visa, kita
gambar dimana lokasi dari kantor tersebut, maka tamu akan
lebih gampang untuk menemukannya soalnya kantor imigrasi
dari sini agak sedikit jauh dan itu agak sedikit susah untuk
mencarinya. Untuk jika kita menggambar , menggambar
denahnya maka akan, tamu akan lebih mudah menemukan
kantor tersebut. Dan untuk melakukan seperti menggunakan
tangan gitu, itu tamu juga akan lebih jelas dimana posisi dari
apa yang ingin dituju oleh tamu tersebut, seperti itu.
Rina
: Terus kalo listening sendiri kalo kita tuh lebih, lebih fokus
dalam mendengarkan apa yang mereka bicarakan tuh sisi
positifnya buat, buat kita apa?
Wayan
: Positifnya kita bisa lebih jelas apa yang disampaikan oleh
tamu. Kita bisa menangkap apa yang menjadi permasalahan
tamu dan apa yang diinginkan oleh tamu tersebut. Seperti itu.
Rina
: Dan yang terakhir, itu yang tadi yang repetition yang minta
untuk mengulang apa yang dikatakan tuh bagus, sisi positifnya?
Wayan
: Sisi positifnya tuh kita bisa jadi lebih jelas apa yang menjadi
pertanyaan tamu, apa yang diinginkan oleh tamu, kita jadi jelas
dan karena jelas kita jadi bisa mencarikan solusi yang terbaik
buat tamu dari permasalahannya tersebut. Seperti itu.
Rina
: Kalo, kan ada sisi positifnya. Kira-kira ada ga yang
kekurangannya dengan menggunakan gesture apa dengan
repetition tuh, ada ngga sisi negatifnya juga gitu?
Wayan
: Kalo repetition negatifnya tamu ituh harus ngulang lagi dia apa
yang dijelaskan, kan dia jadi waktunya agak lebih lama dia
tebuang seperti itu. Terus kalo gesture itu menurut saya sih
agak, kalo nunjuk-nunjuk langsung gitu agak kurang sopan,
kalo tapi untuk gambar itu rada bagus dan tamu bisa lebih tau.
Seperti itu.
Rina
: Listening? Apakah ada juga?
Wayan
: Listening kekurangannya ya kalo kita apa, kita kalo kita ga
mendengarkan dengan baik kan tamu jadinya apa
namanya,apa yang disampaikan oleh tamu itu kita ngga bisa
nangkep dengan baik. Seperti itu. Kita bisa jadi
misunderstanding antara apa yang disampaikan dan apa kita
akan berikan solusinya kepada tamu. Seperti itu.
Rina
: OK.Terima kasih buat waktunya. Ya gitu aja.
Wayan
: Ya, sama-sama.
FLOWCHART
Causes
1.
I was not used to hearing
the tourists’ accents,
pronunciation, and their
speech speed
The tourists had limited
knowledge about English
My listening skill was not
too good
2.
3.
Problem
I had difficulties in communicating
with foreign tourists from nonEnglish-speaking countries at the
Customer Service Center in the
International Departure Terminal
Ngurah Rai Airport Bali
Effects
1.
2.
3.
I could not understand
what the tourists meant
I could not give clear
information to the tourists
I misinterpreted what the
tourists said
Potential Negative Effects
Potential Positive Effects
1.
2.
3.
It will help me to decrease
my nervousness when
speaking with foreign
tourists
It will develop a better
communication
It can deliver the message
to the tourists much clearly
Potential Solution I
I will use gestures when
communicating with foreign
tourists from non-Englishspeaking countries
1.
2.
3.
It is potentially to be
misunderstood because
every country has different
meaning of gestures
Some tourists maybe
confused whether they
should listen to me or to
see the gestures
Some tourists may think
that I am impolite
Potential Solution II
Potential Positive Effects
1.
I will focus on listening to what
the tourists say
The conversation will be
understood better
It can overcome
misunderstanding
The communication will be
more effective
2.
3.
Potential Negative Effects
1.
2.
Potential Solution III
3.
Potential Positive Effects
1.
2.
3.
What the tourists say will
be more clearly
The tourists will feel they
are heard
It can avoid the fault in
interpreting what the
tourists really mean
I will clarify by repeating and
writing on a paper what the
tourists have said
When listening, I might
more concentrate finding
out the answers than
listening to the question
itself so it may lead to
misunderstanding
The speakers may think
that I get confused of what
they say
The speakers may feel
that I am rude by looking
at them because when
listening, I have to look at
their eyes
Potential Negative Effects
1.
2.
Chosen Solution:
I will listen to what the tourists say
attentively as well as using appropriate
gestures and clarification
3.
It takes a long time of
communicating
The tourists may think I do
not understand of what
they say
The tourists may feel
annoyed
CHAPTER I
INTRODUCTION
A. Background of the Study
I did my internship as a staff at the Customer Service Center in the
International Departure Terminal Ngurah Rai Airport Bali from 28
January until 8 March 2013. I directly communicated with the tourists
from different countries who came to the Customer Service Center.
The tourists looked for the information about the airlines, visa, ticket,
airport tax, and airport facilities. I had to be able to communicate with
them well so that I could give them the information that they asked
correctly. They usually asked for the location of the airlines, the check
in area, the location of the airport facilities, and how much money that
they should pay for the departure tax.
I found difficulties in communicating with foreign tourists, and it
affected me in giving them the information. Most of my difficulties were
communicating with foreign tourists from non-English-speaking
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countries; thus, I chose Communicating with Foreign Tourists from
Non-English-Speaking Countries at the Customer Service Center in
the International Departure Terminal Ngurah Rai Airport Bali as the
topic for my term paper. I chose this topic because it is based on my
experience during my internship. Most of the tourists came from China,
Russia, India, and Japan. They had different English skill compared to
the native English people. They knew limited English vocabularies and
they poorly pronounced English words. Besides, some of them spoke
too fast. As a result, I found it difficult to communicate with them. By
discussing this topic, I will be able to recognize and learn how to
communicate with foreign tourists from non-English-speaking
countries.
There are some examples of my experiences in communicating
with the tourists from non-English-speaking countries. I experienced
the difficulty in communicating with a tourist from India. He was about
fifty years old. He spoke so fast, and his accent was difficult to be
understood. He asked me about the value added tax refund when he
checked in, but I thought that he asked for the departure tax. Another
experience was when I communicated with a tourist from Russia. He
showed me his itinerary, but I was not sure of what he was talking
about because he did not speak English well. He actually wanted to
make sure about his flight schedule. It is important to analyze the
causes and the effects of my difficulties in communicating with foreign
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tourists from non-English-speaking countries in order to overcome my
difficulties and give them the correct information.
B. Identification of the Problem
What I am going to discuss in this paper are identified with these
three questions:
1. Why did I find it difficult to communicate with foreign tourists
from non-English-speaking countries when working as a staff at
the Customer Service Center in the International Departure
Ngurah Rai Bali?
2. How did my difficulties influence me in communicating with the
tourists?
3. How should I overcome the difficulties?
C. Objectives and Benefits of the Study
The study is done to find out the causes of my difficulties in
communicating with foreign tourists from non-English-speaking
countries when working as a staff at the Customer Service Center in
the International Departure Terminal Ngurah Rai Airport Bali. It is also
to find the effects of my difficulties in communicating with the tourists
from non-English-speaking countries. In the end of this term paper
process, I would like to provide the solution in dealing with foreign
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tourists from non-English-speaking countries. I believe that this term
paper will be beneficial for the staff of PT. Angkasa Pura I Ngurah Rai
Airport Bali at the Customer Service Center in the International
Departure Terminal seeing that the research that has been conducted
in this term paper based on the daily activities at the Customer Service
Center in the International Departure Terminal; thus, it is relevant to be
applied at the Customer Service Center in the International Departure
Terminal. I hope this term paper will be useful for the readers in
communicating with foreigners. And for me, as the term-paper writer, I
hope that it can be used as a reference to handle my difficulties in
communicating with foreign tourists from non-English-speaking
countries.
D. Description of the Institution
According to Ngurah Rai website, Ngurah Rai Airport was
established in 1930 by Departement Voor Verkeer en Waterstaats.
This airport was a 700mtr-airstrip in Tuban so it was called Pelabuhan
udara Tuban. In 1942-1947, this airstrip was developed to 1.200
meters. There was a Tuban Airport Project in 1963-1969 as a
preparation for Internationalization of Pelabuhan udara Tuban. During
these years, International terminal was being built and the airstrip was
developed to 2.700 meters. In 1969, Indonesian President Soeharto
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legitimated a new name to change Pelabuhan udara Tuban into Bali
International Airport Ngurah Rai.
The vision of PT. Angkasa Pura I Bali International Airport Ngurah
Rai is to be a top world class airport company that gives benefits and
added values to the stakeholder.
While the missions are:
To provide the airport service company through the service
contains of safety, security and comfort.
To give an unforgettable airport experience for the tourists.
To improve the company value and employees’ prosperity.
To support an economical improvement for the civilian
prosperity.
E. Method of the Study
The data gathering process was taken from my experience during
my internship period and written in an internship journal. I also
searched for the data from the internet during and after my internship.
To support my analysis, I made an interview with I Wayan Suardiana,
one of the staff at the Customer Service Center in the International
Departure Terminal Ngurah Rai Airport which was recorded on the
phone. I also collected the data from books in the library of Maranatha
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Christian University Bandung and Perpustakaan Umum Daerah
Sukabumi.
F. Limitation of the Study
The subjects in this study are tourists and I. The tourists are from
non-English-speaking countries, such as China, Russia, India, and
Japan who came to the Customer Service Center of the International
Departure Terminal Ngurah Rai Airport Bali from 28 January until 8
March 2013. Their ages are between 30-50 years old. I, as a staff of
the Customer Service Center, also become the subject of this study
who communicates with the tourists.
G. Organization of the Term Paper
This term paper contains four chapters which are Chapter I,
Chapter II, Chapter III, and Chapter IV. Chapter I, the introduction of
this term paper includes Background of the Study, Identification of the
Problem, Objectives and Benefits of the Study, Description of the
Institution, Method of the Study, Limitation of the Study, and
Organization of the Term Paper. The subject that will be discussed in
Chapter II is the problem analysis which will explain about the causes
and the effects of the problem. Chapter III consists of the potential
solutions to the problem. Chapter IV, the conclusion, consists of the
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chosen solution. Finally, there will be a Bibliography and the
Appendices containing the Flowchart and the Transcription of the
Interview in the end of this term paper.
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CHAPTER IV
CONCLUSION
In this chapter, I would like to conclude the best solution to overcome my
difficulties in communicating with foreign tourists from non-English-speaking
countries. As I stated before in Chapter II, that communicating with foreign
tourists from non-English-speaking countries was difficult due to my inability
of being used to hearing to the tourists’ accents, pronunciation and their
speech speed. The using of limited English words by the tourists also caused
my difficulties to communicate with them. The last cause of my difficulties was
my listening skill was not too good. As a result, I could not understand what
the tourists meant easily, I was confused of what the tourists said, and I
misinterpreted what the tourists said. The solutions to overcome my
difficulties are using gestures, focus on listening to what the tourists say, and
clarify by repeating what the tourists said.
Based on my observation and supported by the theories from books and
internet sources in Chapter III, I have found the best solution to handle my
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problem. Combining the three of the solutions above will be very effective in
communicating with the tourists. Listening attentively as well as using
appropriate gesture and clarification is very important to reach an effective
communication. Tourists from non-speaking-English countries tend to have
unfamiliar accents and poor pronunciation. Thus, listening attentively will be
needed so that I will catch what the tourists say correctly. The meaning will be
interpreted well in order to build a better communication. The using of
gestures during the conversation will help me to deliver what I want to say
easily. Clarification will be needed to make sure that the tourists and I have
the same understanding about the messages. It will avoid misunderstanding
of what the tourists say. I will be able to catch and understand what the
tourists say more accurately in order to provide the correct information for
what they ask for.
Finally, I suggest use simple words when communicating with the tourists
from non-English-speaking countries. Coates states that “in any conversation
with a person who is using a second or other language, it is more important
than ever to use the simple words” (45). It will help me to deliver my message
and the tourists will also understand what I say easily.
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Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Berry, John W., et al. Cross-cultural Psychology Research and Application.
New York: Cambridge University Press, 1992.
Brinkman, Rick, Dr., and Dr. Rick Kirscnher. Dealing with People You Can’t
Stand Bagaimana Menjinakkan Orang -orang Menjengkelkan. Trans.
Lilian D. Tedjasudhana. Jakarta: PT. Gramedia Pustaka Utama, 2004.
Brislin, Richard. Understanding Culture’s Influence on Behavior. Orlando:
Harcourt Brace Jovanovich, 1993.
Hubeis, Musa, Lindawati Kartika, and Rati Maria Dewi. Komunikasi
Profesional
Perangkat Pengembangan Diri. Bogor: PT. Penerbit IPB
Press, 2012.
Moekijat Drs. Teori Komunikasi, Bandung: Mandar Maju, 1993.
Mulyana, Deddy, Dr., MA., and Drs. Jalaluddin Rakhmat, M.Sc. Komunikasi
Antarbudaya Panduan Berkmunikasi dengan orang-Orang Berbeda
Budaya. Bandung: PT. Remaja Rosdakarya, 2006.
Maranatha Christian University
Electronic Sources
“Barriers to Effective Communication”. Skillsyouneed.com. 2013. 9 August
2013.
Baxamusa, Batul Nafisa. “Hand Gestures in Different Cultures”. 19 May 2010.
8 May 2013.
”Clarifying”. Skillsyouneed.com. 2013. 16 June 2013.
Coates, Gordon, Dr. Notes on Communication a Few Thoughts About the
Way We Interact with the People We Meet. 2009. 3 April 2013.
“Communication”. Gvtc.org. 2012. 16 June 2013.
Cortazzi, Martin, Dr. “Cross Cultural Communication a Foreign Language
Perspective”. July-September 1996. 19 February 2013.
“Cross-Cultural Communication Strategies”. Colorado edu.1998. 17 February
2013.
Maranatha Christian University
“Cross-Cultural Communication Tips for Effective Diversity Management”.
Hcareers.com. 2009. 28 July 2013.
“Do your hand gestures indicate your personality as a celebrity?”.
Wannareadyou.com. 25 October 2012. 19 February 2013.
“General Information about Communication Problems.” Colorado edu.1998.
17 February 2013.
Ingenira. “Meaning of Gestures in Different Cultures…Complimentary or
Offensive?”. 26 October 2012. 8 May 2013.
Manktelow, James, and Amy Carlson. “Active Listening”. 2013. 16 June 2013.
< http://www.mindtools.com/CommSkll/ActiveListening.html/>
Mcpheat, Sean. Advance communication skills. 2010. MTD Training Ventus
Publishing. 4 April 2013. < http://www.bookboon.com/>
Maranatha Christian University
“One-way versus Two-way Communication”. Freemba.in. 2013. 5 May 2013.
Robinson, Lawrence, Jeanne Segal, Ph. D., and Robert Segal, M.A.
“Effective Communication Skills.” January 2013. 3 April 2013.
Segal, Jeanne, Ph.D., et al. “Nonverbal communication.” January 2013. 3
April 2013.
Sengupta, Saptakee. “Gestures in Communication”. 6 March 2012. 28 July
2013.
Siljerud, Peter. “The meaning of the Thumbs-Up and Hand Gesture Around
the World”. 2 November 2008. 8 May 2013.
Thomas, Timothy I. “Four Barriers to Effective Communication.” 2008. 14
June
2013.
Maranatha Christian University
Webster, Maddy. “Communication Skills - 2 - Clarifying“. 5 October 2007. 8
May 2013.
www.ngurahrai-airport.co.id
Personal Interview
Suardiana, I Wayan. Personal interview. 1 March 2013.
Maranatha Christian University
Tugas Akhir ini membahas masalah dalam berkomunikasi dengan turis
asing yang berasal dari negara yang tidak menggunakan bahasa Inggris
sebagai bahasa pengantar sehari-hari di bagian Customer Service Center
Terminal Keberangkatan Internasional bandara Ngurah Rai Bali. Selama
melaksanakan kegiatan magang periode 28 Januari sampai dengan 8
Maret 2013. Kesulitan yang saya hadapi dalam berkomunikasi dengan
turis asing yang berasal dari negara yang tidak menggunakan bahasa
Inggris sebagai bahasa pengantar sehari-hari disebabkan oleh aksen,
pelafalan kata, dan kecepatan berbicara para turis yang tidak biasa saya
dengar, penggunaan kata dalam bahasa Inggris oleh para turis sangat
terbatas, dan kemampuan mendengarkan saya kurang bagus. Hal ini
sangat mempengaruhi saya dalam memberikan informasi kepada para
turis. Saya tidak dapat mengerti apa yang dimaksud oleh para turis
dengan mudah. Selain itu, saya merasa bingung dengan apa yang
dikatakan oleh para turis, dan salah dalam mengartikan apa yang
dimaksud oleh para turis. Selama melaksanakan kegiatan magang, saya
selalu berusaha untuk meningkatkan kemampuan saya dalam
berkomunikasi dengan turis asing, terutama yang berasal dari negara
yang tidak menggunakan bahasa Inggris sebagai bahasa pengantar
sehari-hari. Adapun solusi untuk menghadapi masalah komunikasi ini
adalah dengan menggunakan gerak isyarat, fokus dalam mendengarkan
turis, dan mengklarifikasi apa yang dikatakan oleh para turis.
Solusi terbaik untuk mengatasi kesulitan dalam berkomunikasi dengan
turis yang berasal dari negara yang tidak berbahasa Inggris adalah
gabungan dari ketiga solusi. Aktif dalam mendengarkan disertai gerak
isyarat dan klarifikasi dapat membangun komunikasi yang lebih efektif.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT…...............................................................................................i
DECLARATION OF ORIGINALITY.............................................................ii
ACKNOWLEDGEMENTS...........................................................................iii
TABLE OF CONTENTS..............................................................................iv
CHAPTER I. INTRODUCTION........……………………...............................1
A.
B.
C.
D.
E.
F.
G.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS..........................................................8
CHAPTER III. POTENTIAL SOLUTIONS………………………...…….…..13
CHAPTER IV. CONCLUSION…………...…………………………..……….24
BIBLIOGRAPHY
iv
Maranatha Christian University
APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
v
Maranatha Christian University
APPENDIX:
TRANSCRIPTION OF THE INTERVIEW
Name of interviewer
: Rina Marliani
Name of respondent
: I Wayan Suardiana
Day & date of interview
: Friday, March 01, 2013
Place of interview
: Ngurah Rai Airport, Customer Service Center of
International Departure Terminal
Rina
: Selamat pagi. Saya Rina dari peserta magang dari Universitas
Maranatha. Saya mau wawancara tentang pekerjaan di
customer service. Boleh tau biodata?
Wayan
: Ya, selamat pagi. Nama saya I Wayan Suardiana. Posisi
sekarang staff customer service center. Sudah bekerja kurang
lebih lah satu setengah tahun disini, di customer service center
ini.
Rina
: Apakah ada kesulitan yang dialami selama bekerja di
customer service center?
Wayan
: Kesulitannya itu biasanya speaking sama tamunya. Biasanya
tamunya itu kan ngomongnya itu apa namanya
penyampaiannya itu kadang-kadang kurang jelas, mungkin
karena aksen dari tamu itu kan berbagai negara memiliki aksen
yang berbeda-beda. Terus mereka itu juga ada negara-negara
yang penggunaan bahasa Inggrisnya ga aktif, terus mungkin
dari listening skill saya juga yang agak kurang.
Rina
: Mmm, ya. Terus negara mana kira-kira yang susah untuk
dimengerti bahasa Inggrisnya?
Wayan
: Kalo saya biasanya China, Jepang, Korea, India. Itu agak
susah itu, mungkin dari speed dia ngomongnya terus aksennya
juga agak susah untuk dimengerti lah.
Rina
: Oh ya. Trus dari, dari kesulitan itu ada efeknya ga sama kita
nyampein berkomunikasi dengan mereka?
Wayan
: Ya, pasti ada. Itu efeknya biasanya sih kita jadi kurang
mengerti apa yang disampaikan oleh tamu tersebut dan karena
kita ga ngerti kan jadi kita ga bisa menjawab pertanyaan dari
tamu tersebut. Juga misunderstanding, bisa kadang-kadang
antara tamu, apa yang disampaikan tamu dan apa yang kita
mengerti kadang-kadang ngga match, dia ngga cocok seperti itu
sih biasanya.
Rina
: Terus untuk cara ngadepinnya tuh, solusinya gimana untuk
ngadepin tamu kaya gitu?
Wayan
: Biasanya sih saya solusinya kita pake kaya gesture, kaya kita
menunjukkan,misalnya tamu menanyakan tempat posisi lokasi
suatu tempat itu kita bisa tunjuk pake tangan, atau kita gambar
dimana lokasi dari tempat yang ingin dituju, atau kita lebih, lebih
apa tuh mendengarkan apa itu,penjelasan atau pertanyaan dari
tamu itu lebih jelas lagi. Atau ngga kita mohon maaf terlebih
dahulu kepada tamunya dan minta untuk mengulang
pertanyaannya tersebut. Seperti itu.
Rina
: OK. Makasih pa. Terus dari penggunaan gesture atau kaya
tadi gambar gitu tadi ada sisi positifnya ngga untuk dalam
berkomunikasi dengan tamu?
Wayan
: Untuk sisi positifnya pasti ada. Kalo misalnya kita gambar,
tamu akan lebih jelas dimana posisi dari misalnya kita dia
menanyakan imigrasi, kantor imgirasi untuk extend visa, kita
gambar dimana lokasi dari kantor tersebut, maka tamu akan
lebih gampang untuk menemukannya soalnya kantor imigrasi
dari sini agak sedikit jauh dan itu agak sedikit susah untuk
mencarinya. Untuk jika kita menggambar , menggambar
denahnya maka akan, tamu akan lebih mudah menemukan
kantor tersebut. Dan untuk melakukan seperti menggunakan
tangan gitu, itu tamu juga akan lebih jelas dimana posisi dari
apa yang ingin dituju oleh tamu tersebut, seperti itu.
Rina
: Terus kalo listening sendiri kalo kita tuh lebih, lebih fokus
dalam mendengarkan apa yang mereka bicarakan tuh sisi
positifnya buat, buat kita apa?
Wayan
: Positifnya kita bisa lebih jelas apa yang disampaikan oleh
tamu. Kita bisa menangkap apa yang menjadi permasalahan
tamu dan apa yang diinginkan oleh tamu tersebut. Seperti itu.
Rina
: Dan yang terakhir, itu yang tadi yang repetition yang minta
untuk mengulang apa yang dikatakan tuh bagus, sisi positifnya?
Wayan
: Sisi positifnya tuh kita bisa jadi lebih jelas apa yang menjadi
pertanyaan tamu, apa yang diinginkan oleh tamu, kita jadi jelas
dan karena jelas kita jadi bisa mencarikan solusi yang terbaik
buat tamu dari permasalahannya tersebut. Seperti itu.
Rina
: Kalo, kan ada sisi positifnya. Kira-kira ada ga yang
kekurangannya dengan menggunakan gesture apa dengan
repetition tuh, ada ngga sisi negatifnya juga gitu?
Wayan
: Kalo repetition negatifnya tamu ituh harus ngulang lagi dia apa
yang dijelaskan, kan dia jadi waktunya agak lebih lama dia
tebuang seperti itu. Terus kalo gesture itu menurut saya sih
agak, kalo nunjuk-nunjuk langsung gitu agak kurang sopan,
kalo tapi untuk gambar itu rada bagus dan tamu bisa lebih tau.
Seperti itu.
Rina
: Listening? Apakah ada juga?
Wayan
: Listening kekurangannya ya kalo kita apa, kita kalo kita ga
mendengarkan dengan baik kan tamu jadinya apa
namanya,apa yang disampaikan oleh tamu itu kita ngga bisa
nangkep dengan baik. Seperti itu. Kita bisa jadi
misunderstanding antara apa yang disampaikan dan apa kita
akan berikan solusinya kepada tamu. Seperti itu.
Rina
: OK.Terima kasih buat waktunya. Ya gitu aja.
Wayan
: Ya, sama-sama.
FLOWCHART
Causes
1.
I was not used to hearing
the tourists’ accents,
pronunciation, and their
speech speed
The tourists had limited
knowledge about English
My listening skill was not
too good
2.
3.
Problem
I had difficulties in communicating
with foreign tourists from nonEnglish-speaking countries at the
Customer Service Center in the
International Departure Terminal
Ngurah Rai Airport Bali
Effects
1.
2.
3.
I could not understand
what the tourists meant
I could not give clear
information to the tourists
I misinterpreted what the
tourists said
Potential Negative Effects
Potential Positive Effects
1.
2.
3.
It will help me to decrease
my nervousness when
speaking with foreign
tourists
It will develop a better
communication
It can deliver the message
to the tourists much clearly
Potential Solution I
I will use gestures when
communicating with foreign
tourists from non-Englishspeaking countries
1.
2.
3.
It is potentially to be
misunderstood because
every country has different
meaning of gestures
Some tourists maybe
confused whether they
should listen to me or to
see the gestures
Some tourists may think
that I am impolite
Potential Solution II
Potential Positive Effects
1.
I will focus on listening to what
the tourists say
The conversation will be
understood better
It can overcome
misunderstanding
The communication will be
more effective
2.
3.
Potential Negative Effects
1.
2.
Potential Solution III
3.
Potential Positive Effects
1.
2.
3.
What the tourists say will
be more clearly
The tourists will feel they
are heard
It can avoid the fault in
interpreting what the
tourists really mean
I will clarify by repeating and
writing on a paper what the
tourists have said
When listening, I might
more concentrate finding
out the answers than
listening to the question
itself so it may lead to
misunderstanding
The speakers may think
that I get confused of what
they say
The speakers may feel
that I am rude by looking
at them because when
listening, I have to look at
their eyes
Potential Negative Effects
1.
2.
Chosen Solution:
I will listen to what the tourists say
attentively as well as using appropriate
gestures and clarification
3.
It takes a long time of
communicating
The tourists may think I do
not understand of what
they say
The tourists may feel
annoyed
CHAPTER I
INTRODUCTION
A. Background of the Study
I did my internship as a staff at the Customer Service Center in the
International Departure Terminal Ngurah Rai Airport Bali from 28
January until 8 March 2013. I directly communicated with the tourists
from different countries who came to the Customer Service Center.
The tourists looked for the information about the airlines, visa, ticket,
airport tax, and airport facilities. I had to be able to communicate with
them well so that I could give them the information that they asked
correctly. They usually asked for the location of the airlines, the check
in area, the location of the airport facilities, and how much money that
they should pay for the departure tax.
I found difficulties in communicating with foreign tourists, and it
affected me in giving them the information. Most of my difficulties were
communicating with foreign tourists from non-English-speaking
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countries; thus, I chose Communicating with Foreign Tourists from
Non-English-Speaking Countries at the Customer Service Center in
the International Departure Terminal Ngurah Rai Airport Bali as the
topic for my term paper. I chose this topic because it is based on my
experience during my internship. Most of the tourists came from China,
Russia, India, and Japan. They had different English skill compared to
the native English people. They knew limited English vocabularies and
they poorly pronounced English words. Besides, some of them spoke
too fast. As a result, I found it difficult to communicate with them. By
discussing this topic, I will be able to recognize and learn how to
communicate with foreign tourists from non-English-speaking
countries.
There are some examples of my experiences in communicating
with the tourists from non-English-speaking countries. I experienced
the difficulty in communicating with a tourist from India. He was about
fifty years old. He spoke so fast, and his accent was difficult to be
understood. He asked me about the value added tax refund when he
checked in, but I thought that he asked for the departure tax. Another
experience was when I communicated with a tourist from Russia. He
showed me his itinerary, but I was not sure of what he was talking
about because he did not speak English well. He actually wanted to
make sure about his flight schedule. It is important to analyze the
causes and the effects of my difficulties in communicating with foreign
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tourists from non-English-speaking countries in order to overcome my
difficulties and give them the correct information.
B. Identification of the Problem
What I am going to discuss in this paper are identified with these
three questions:
1. Why did I find it difficult to communicate with foreign tourists
from non-English-speaking countries when working as a staff at
the Customer Service Center in the International Departure
Ngurah Rai Bali?
2. How did my difficulties influence me in communicating with the
tourists?
3. How should I overcome the difficulties?
C. Objectives and Benefits of the Study
The study is done to find out the causes of my difficulties in
communicating with foreign tourists from non-English-speaking
countries when working as a staff at the Customer Service Center in
the International Departure Terminal Ngurah Rai Airport Bali. It is also
to find the effects of my difficulties in communicating with the tourists
from non-English-speaking countries. In the end of this term paper
process, I would like to provide the solution in dealing with foreign
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tourists from non-English-speaking countries. I believe that this term
paper will be beneficial for the staff of PT. Angkasa Pura I Ngurah Rai
Airport Bali at the Customer Service Center in the International
Departure Terminal seeing that the research that has been conducted
in this term paper based on the daily activities at the Customer Service
Center in the International Departure Terminal; thus, it is relevant to be
applied at the Customer Service Center in the International Departure
Terminal. I hope this term paper will be useful for the readers in
communicating with foreigners. And for me, as the term-paper writer, I
hope that it can be used as a reference to handle my difficulties in
communicating with foreign tourists from non-English-speaking
countries.
D. Description of the Institution
According to Ngurah Rai website, Ngurah Rai Airport was
established in 1930 by Departement Voor Verkeer en Waterstaats.
This airport was a 700mtr-airstrip in Tuban so it was called Pelabuhan
udara Tuban. In 1942-1947, this airstrip was developed to 1.200
meters. There was a Tuban Airport Project in 1963-1969 as a
preparation for Internationalization of Pelabuhan udara Tuban. During
these years, International terminal was being built and the airstrip was
developed to 2.700 meters. In 1969, Indonesian President Soeharto
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Maranatha Christian University
legitimated a new name to change Pelabuhan udara Tuban into Bali
International Airport Ngurah Rai.
The vision of PT. Angkasa Pura I Bali International Airport Ngurah
Rai is to be a top world class airport company that gives benefits and
added values to the stakeholder.
While the missions are:
To provide the airport service company through the service
contains of safety, security and comfort.
To give an unforgettable airport experience for the tourists.
To improve the company value and employees’ prosperity.
To support an economical improvement for the civilian
prosperity.
E. Method of the Study
The data gathering process was taken from my experience during
my internship period and written in an internship journal. I also
searched for the data from the internet during and after my internship.
To support my analysis, I made an interview with I Wayan Suardiana,
one of the staff at the Customer Service Center in the International
Departure Terminal Ngurah Rai Airport which was recorded on the
phone. I also collected the data from books in the library of Maranatha
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Maranatha Christian University
Christian University Bandung and Perpustakaan Umum Daerah
Sukabumi.
F. Limitation of the Study
The subjects in this study are tourists and I. The tourists are from
non-English-speaking countries, such as China, Russia, India, and
Japan who came to the Customer Service Center of the International
Departure Terminal Ngurah Rai Airport Bali from 28 January until 8
March 2013. Their ages are between 30-50 years old. I, as a staff of
the Customer Service Center, also become the subject of this study
who communicates with the tourists.
G. Organization of the Term Paper
This term paper contains four chapters which are Chapter I,
Chapter II, Chapter III, and Chapter IV. Chapter I, the introduction of
this term paper includes Background of the Study, Identification of the
Problem, Objectives and Benefits of the Study, Description of the
Institution, Method of the Study, Limitation of the Study, and
Organization of the Term Paper. The subject that will be discussed in
Chapter II is the problem analysis which will explain about the causes
and the effects of the problem. Chapter III consists of the potential
solutions to the problem. Chapter IV, the conclusion, consists of the
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chosen solution. Finally, there will be a Bibliography and the
Appendices containing the Flowchart and the Transcription of the
Interview in the end of this term paper.
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CHAPTER IV
CONCLUSION
In this chapter, I would like to conclude the best solution to overcome my
difficulties in communicating with foreign tourists from non-English-speaking
countries. As I stated before in Chapter II, that communicating with foreign
tourists from non-English-speaking countries was difficult due to my inability
of being used to hearing to the tourists’ accents, pronunciation and their
speech speed. The using of limited English words by the tourists also caused
my difficulties to communicate with them. The last cause of my difficulties was
my listening skill was not too good. As a result, I could not understand what
the tourists meant easily, I was confused of what the tourists said, and I
misinterpreted what the tourists said. The solutions to overcome my
difficulties are using gestures, focus on listening to what the tourists say, and
clarify by repeating what the tourists said.
Based on my observation and supported by the theories from books and
internet sources in Chapter III, I have found the best solution to handle my
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problem. Combining the three of the solutions above will be very effective in
communicating with the tourists. Listening attentively as well as using
appropriate gesture and clarification is very important to reach an effective
communication. Tourists from non-speaking-English countries tend to have
unfamiliar accents and poor pronunciation. Thus, listening attentively will be
needed so that I will catch what the tourists say correctly. The meaning will be
interpreted well in order to build a better communication. The using of
gestures during the conversation will help me to deliver what I want to say
easily. Clarification will be needed to make sure that the tourists and I have
the same understanding about the messages. It will avoid misunderstanding
of what the tourists say. I will be able to catch and understand what the
tourists say more accurately in order to provide the correct information for
what they ask for.
Finally, I suggest use simple words when communicating with the tourists
from non-English-speaking countries. Coates states that “in any conversation
with a person who is using a second or other language, it is more important
than ever to use the simple words” (45). It will help me to deliver my message
and the tourists will also understand what I say easily.
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BIBLIOGRAPHY
Printed Sources
Berry, John W., et al. Cross-cultural Psychology Research and Application.
New York: Cambridge University Press, 1992.
Brinkman, Rick, Dr., and Dr. Rick Kirscnher. Dealing with People You Can’t
Stand Bagaimana Menjinakkan Orang -orang Menjengkelkan. Trans.
Lilian D. Tedjasudhana. Jakarta: PT. Gramedia Pustaka Utama, 2004.
Brislin, Richard. Understanding Culture’s Influence on Behavior. Orlando:
Harcourt Brace Jovanovich, 1993.
Hubeis, Musa, Lindawati Kartika, and Rati Maria Dewi. Komunikasi
Profesional
Perangkat Pengembangan Diri. Bogor: PT. Penerbit IPB
Press, 2012.
Moekijat Drs. Teori Komunikasi, Bandung: Mandar Maju, 1993.
Mulyana, Deddy, Dr., MA., and Drs. Jalaluddin Rakhmat, M.Sc. Komunikasi
Antarbudaya Panduan Berkmunikasi dengan orang-Orang Berbeda
Budaya. Bandung: PT. Remaja Rosdakarya, 2006.
Maranatha Christian University
Electronic Sources
“Barriers to Effective Communication”. Skillsyouneed.com. 2013. 9 August
2013.
Baxamusa, Batul Nafisa. “Hand Gestures in Different Cultures”. 19 May 2010.
8 May 2013.
”Clarifying”. Skillsyouneed.com. 2013. 16 June 2013.
Coates, Gordon, Dr. Notes on Communication a Few Thoughts About the
Way We Interact with the People We Meet. 2009. 3 April 2013.
“Communication”. Gvtc.org. 2012. 16 June 2013.
Cortazzi, Martin, Dr. “Cross Cultural Communication a Foreign Language
Perspective”. July-September 1996. 19 February 2013.
“Cross-Cultural Communication Strategies”. Colorado edu.1998. 17 February
2013.
Maranatha Christian University
“Cross-Cultural Communication Tips for Effective Diversity Management”.
Hcareers.com. 2009. 28 July 2013.
“Do your hand gestures indicate your personality as a celebrity?”.
Wannareadyou.com. 25 October 2012. 19 February 2013.
“General Information about Communication Problems.” Colorado edu.1998.
17 February 2013.
Ingenira. “Meaning of Gestures in Different Cultures…Complimentary or
Offensive?”. 26 October 2012. 8 May 2013.
Manktelow, James, and Amy Carlson. “Active Listening”. 2013. 16 June 2013.
< http://www.mindtools.com/CommSkll/ActiveListening.html/>
Mcpheat, Sean. Advance communication skills. 2010. MTD Training Ventus
Publishing. 4 April 2013. < http://www.bookboon.com/>
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“One-way versus Two-way Communication”. Freemba.in. 2013. 5 May 2013.
Robinson, Lawrence, Jeanne Segal, Ph. D., and Robert Segal, M.A.
“Effective Communication Skills.” January 2013. 3 April 2013.
Segal, Jeanne, Ph.D., et al. “Nonverbal communication.” January 2013. 3
April 2013.
Sengupta, Saptakee. “Gestures in Communication”. 6 March 2012. 28 July
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Siljerud, Peter. “The meaning of the Thumbs-Up and Hand Gesture Around
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Thomas, Timothy I. “Four Barriers to Effective Communication.” 2008. 14
June
2013.
Maranatha Christian University
Webster, Maddy. “Communication Skills - 2 - Clarifying“. 5 October 2007. 8
May 2013.
www.ngurahrai-airport.co.id
Personal Interview
Suardiana, I Wayan. Personal interview. 1 March 2013.
Maranatha Christian University