Handling My Difficulties in Listening Comprehension When Communicating by Phone with Foreign Guest From Non-English Speaking Countries as a Phone Operator at Aston Primera Pasteur Hotel.
ABSTRACT
Tugas akhir ini berisi analisis permasalahan yang saya alami ketika
saya melakukan praktek kerja sebagai Telephone Operator Trainee di
ASTON Primera Pasteur Hotel & Conference Center. Dalam tugas akhir
ini saya membahas masalah mengenai kesulitan dalam kemampuan
pemahaman lisan saya ketika berkomunikasi di telepon dengan tamu
asing yang tidak menggunakan bahasa Inggris sebagai bahasa pengantar
sehari-hari. Selama melakukan kegiatan magang tiga bulan lamanya
terhitung dari periode 12 Juni sampai 12 September 2014, saya
mengalami kesulitan ketika saya mendapat panggilan masuk dari tamu
asing yang disebabkan oleh kurangnya pengetahuan kosa kata saya
dalam bahasa Inggris, sulitnya mengerti aksen yang berbeda dari tamutamu asing, dan saya mendengarkan kata per kata ketika melakukan
percakapan di telepon. Hal ini sangat mempengaruhi saya dalam
memberikan informasi kepada para tamu, sehingga bisa menimbulkan
kesalahpahaman. Dengan adanya kesulitan ini, memerlukan waktu yang
cukup lama bagi saya ketika harus menangani tamu asing tersebut.
Adapun solusi untuk menghadapi masalah ini adalah dengan
meningkatkan kosa kata yang saya miliki dengan menonton film
menggunakan subtitle bahasa Inggris, saya berusaha mendengarkan kata
kunci ketika berkomunikasi, dan saya akan mengatakan ulang dengan
kalimat sendiri apa yang tamu asing katakan.
Solusi terbaik untuk mengatasi kesulitan mendengarkan ketika
berkomunikasi di telepon dengan tamu asing yang berasal dari negara
yang tidak berbahasa Inggris yaitu dengan menggabungkan ketiga solusi
tersebut. Menambah kosa kata, mencari kata kunci dan mengatakan
dengan menggunakan bahasa sendiri akan lebih efektif dalam menangani
hal seperti ini.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT................................................................................................i
DECLARATION OF ORIGINALITY...........................................................ii
ACKNOWLEDGEMENTS........................................................................iii
TABLE OF CONTENTS...........................................................................iv
CHAPTER I. INTRODUCTION.................................................................1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS......................................................7
CHAPTER III. POTENTIAL SOLUTIONS...............................................11
CHAPTER IV. CONCLUSION................................................................16
BIBLIOGRAPHY
APPENDICES:
A.
B.
C.
D.
FLOWCHART
INTERNSHIP JOURNAL
COMPANY PROFILE AND NEWSLETTER
CUSTOMER’S REVIEW
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
The topic of this term paper is based on my internship at ASTON
Primera Pasteur Hotel & Conference Center. During my internship, I had
a position in the Front Office Department as a Telephone Operator trainee.
I did my internship for three months, starting from June 12 to September
12, 2014. My duties in my internship were to receive incoming and
outgoing calls, write memos, receive guests’ phone calls requests, and
basically I was expected to provide good service for the guests. Barrows,
Powers, and Reynolds admit that service is “the ability to provide
assistance in the way that it has been implicitly promised, service also
performed for the guest by people or by system” (513).
For a telephone operator, good listening skills are important when
providing service to the guests. As the job of a phone operator is to
communicate with guests, listening skills will determine whether the phone
operator can or cannot communicate with guests well. Nneka maintains in
1
Maranatha Christian University
his research that Yagang defines listening as “the ability to identify and
understand what others are saying. This involves understanding a
speaker’s accent and pronunciation, his grammar and his vocabulary and
grasping his meaning” (qtd. in Nneka 40). From the quotation, it is
suggested that having skills in listening is not just having the ability to hear
what a speaker is saying, but also understand what the speaker means.
Thus, listening serves as the basis of communication. If one is not good at
listening, he or she will not be able to communicate effectively. Thomas
maintains that “poor listening skills top the list when it comes to barriers to
communication” (par. 1). Darnioji Daugiakalbystė states “Listening is one
of the most basic areas of communication skills and language
development” (par. 3). He also says that listening “is not only the first of
the language arts skills developed, it is also the skill most frequently used
in both the classroom and daily life” (par. 3).
Based on my experience as a telephone operator, listening by phone is
more difficult because I cannot see the speakers’ face and their gestures
when they are speaking. According to Brounstein, it is stated that
“Listening on the telephone is often harder than when you’re listening in
person” (45).
During my internship, I found difficulties when listening to foreign
guests over the phone, especially when I had to deal with guests from
non-English speaking countries such as China, Japan, Korea, and United
Arab Emirates. I found it hard to understand what the guests meant, and
sometimes I misunderstood what they were saying.
2
Maranatha Christian University
Knowing the importance of listening skills, I decide to choose the topic
of handling my difficulties in listening comprehension when communicating
by phone with foreign guests from non-English speaking countries at
ASTON Primera Pasteur Hotel. I will analyze the topic to find the best way
to solve the problem. I think the problem is crucial to discuss because
when an operator does not have good listening skills, the guests will
complain, either directly, or in writing, in the hotel reviews on the Internet.
This will show that the operator cannot provide a good service for the
guests.
B. Identification of the Problem
The problem that I would like to analyze is formulated in the following
questions :
1. Why did I have difficulties in listening comprehension when
communicating by phone?
2. How did the problem affect my performance as a telephone
operator trainee at ASTON Primera Pasteur Hotel?
3. How should I overcome the problem?
C. Objectives and Benefits of the Study
There are several objectives of this study. The first objective of this
study is to explain the causes of handling my difficulties in listening
comprehension when communicating by phone with foreign guests from
non-English speaking countries. The second is to find the effects of the
3
Maranatha Christian University
problem on my work performance. The last is to find the best potential
solutions to overcome my difficulties.
This study will be useful for both the writer and readers. The benefits
for both parties is through this study they will get more information about
how to handle difficulties in listening comprehension when communicating
by phone. The benefit for me as the writer is I can learn how to handle this
particular problem and it would be useful for my personal reference in the
future.
D. Description of the Institution
Based on its company profile, ASTON Primera Pasteur Hotel and
Conference Center (henceforth: APPHCC) is a four-star international
business hotel. ASTON Primera Hotel has a contemporary and modern
concept with conference facilities and high-technology rooms. On
December 5, 2009, ASTON Primera Hotel started its business and was
inaugurated by the Minister of Tourism and Culture, Mr. Wacik, on its
Grand Opening on March 5, 2010.
APPHCC is one of the several hotels managed by Archipelago
International Indonesia and is owned by PT. Wisma Resortama
Propertindo. ASTON Primera Hotel has 204 deluxe rooms and suites for
business or leisure. It also has a strategic location on Jl. Dr. Djunjunan,
which is close to the exit from the Pasteur toll road from Jakarta and easy
to find due to its location on the main road. It is only about 10 minutes from
Husein Sastranegara Airport, 15 minutes from Bandung Train Station, and
4
Maranatha Christian University
10 minutes from Bandung shopping and culinary tourism areas. The vision
of APPHCC is to be one of the best conference hotels in town, whereas its
mission is to provide sincere dedication in delivering excellent Meetings,
Incentives, Conferencing, Exhibitions (henceforth: MICE) facilities and
services.
E. Method of the Study
The data for the study was taken from library research and field
research. The library research was done to find the supporting theories
from books and the Internet to support my analysis. The field research
was done through observation from my experience during my internship
period and written in an internship journal.
F. Limitation of the Study
The study is about handling my difficulties in listening comprehension
when communicating by phone with foreign guests from non-English
speaking countries at APPHCC. The foreign guests are from China, Japan,
Korea, and United Arab Emirates who called me, as the telephone
operator of APPHCC during my internship from 12 June until 12
September 2014. I, as a telephone operator trainee, am the subject of this
study.
5
Maranatha Christian University
G. Organization of the Term Paper
The term paper starts with the Abstract, which is the summary of the
term paper in Bahasa. The second is Acknowledgements and Table of
Contents, followed by four chapters, which are Chaper 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 the causes and the effects of the problem. Chapter III
consists of the potential solutions and negative and positive effects of
each potential solution. Chapter IV, the conclusion, consists of the chosen
solutions. Finally, there will be a Bibliography and the Appendices.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
In this chapter, I would like to conclude by giving the best potential
solution to overcome my difficulties in listening comprehension when
communicating by phone with foreign guests from non-English speaking
countries. As I stated before in Chapter II, my difficulties in listening
comprehension when communicating by phone with foreign guests is
caused by my lacking of vocabulary, difficulty in understanding the
customers’ accents and my listening word by word to what the speakers
are saying. As a result, it took a longer time for me to handle phone calls
from the guests and I misinterpreted what the guests said. Based on my
analysis, I have three potential solutions to overcome my problem: I will
increase my vocabulary by watching movies with English subtitles, I
should pay attention to keywords when listening to what the foreign guests
are saying, and I will rephrase what the guests say.
Based on my observation and supported by the theories from books
and the Internet sources in Chapter III, I have found the best solution to
overcome my problem. Combining the three of the potential solutions
above will be effective to handle my difficulties in listening comprehension
16
Maranatha Christian University
when communicating by phone with foreign guests. Increasing vocabulary
knowledge by watching movies with English subtitles will be needed as the
first step to solve my problem. The other benefits that I will have when I
learn vocabularies by watching movies is I also can learn and pay
attention to keywords by notifying what the characters are saying in the
movies and I can practice it when doing phone conversations. As only
knowing the keywords may make me not get the whole meaning, I need to
paraphrase what the guests say based on the keywords to check my
understanding and to avoid misinterpretation.
To sum up, the difficulties in listening comprehension when
communicating by phone with foreign guests from non-English speaking
countries at APPHCC might be solved by the combination of these three
potential solutions. I hope I can handle this problem better, in the present
and in the future. Besides, there is a suggestion for readers. I think it is
important to always practice listening with foreigners to get experience of
speaking English before doing an internship to become familiar with
different accents and the real use of English.
17
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Barrows, Clayton W., Powers, Tom, and Reynolds, Dennis. Introduction
To the Hospitality Industry. Indianapolis: John Wiley & Inc., Hoboken,
2001.
Brounstein, Mary. Communicating Effectively for Dummies. New York:
Wiley Publishing, Inc., 2001.
Hornby, A S. Oxford Advanced Learner’s Dictionary. New York:
Oxford University Press, 2010.
Rubin, Joan, and Irene Thomson. How to be a More Successful
Language Learner (2nd Ed.). Boston: Heinle & Heinle, 1994.
Electronic Sources
“Are You Wasting Your Time Watching Foreign Language Movies?”
iwillteachyoualanguage.com. 2015. 11 Mei 2015.
Case, Alex. “Why your students have problems with listening.
comprehension.” Alex Case,2008. Usingenglish.com. 04 April 2015.
Daugiakalbystė, Darnioji. “Barriers to Academic Listening: Research
Perspectives.” 2012. 04 April 2015. < http://dx.doi.org/10.7220/23352027.1.13>
Donaghy, Kieran. “How can film help you teach or learn English?” 2014.
Britishcouncil.org. 10 Mei 2015.
“Effective Communication Skills.” leadership-development-tips.com. 2011.
28 Mei 2015. < http://www.leadership-development-tips.com/effectivecommunication-skills.html>
Hettich, Jeanne. “Awkward, but important in business: Understanding a
foreign accent” 2013. goodpeoplegoodbusiness.areavoices.com. 27
Mei 2015.
Hosseini, Fatemeh. “Teach How to Listen: The Effect of Listening Strategy
Instruction on Documentary Video Comprehension.” Scipress.com.
2013. 28 Mei 2015.
Madinson, Steven. “5 Steps to Increasing Your English Vocabulary” 2012.
Ontargateenglish.com. 10 Mei 2015.
Nneka, Umera-Okeke. “Listening Effectively For Result in an ESL/EFL
Classroom” ajol.info. 25 Mei 2015.
Maranatha Christian University
Ravenscraft, Eric. “Rephrase What Your Partner Says To Be More
Likeable In Conversation.” 2015. lifehacker.com. 27 Mei 2015.
Schmitz, Andy. “Creative Commons Licensed.” 2012. lardbucket.org. 28
Mei 2015. < http://2012books.lardbucket.org/books/a-primer-oncommunication-studies/s05-listening.html>
Thomas, Timothy I. “Four Barriers to Effective Communication.”
2008. Makariosconsulting.com. 19 March 2015.
Tsai, Chia-Jung. “Insight into Learners’ Perspective on Watching Movies
with L1 vs L2 Subtitles:.” 15 April 2015.
“Why Keyword Based Social Listening is Not Enough”. mutualmind.com.
28 Mei 2015.
Yousif, Amna Abdelgadir. “Listening Comprehension Difficulties as
Perceived by” researchgate.net. 2006. 28 Mei
2015.
Maranatha Christian University
Tugas akhir ini berisi analisis permasalahan yang saya alami ketika
saya melakukan praktek kerja sebagai Telephone Operator Trainee di
ASTON Primera Pasteur Hotel & Conference Center. Dalam tugas akhir
ini saya membahas masalah mengenai kesulitan dalam kemampuan
pemahaman lisan saya ketika berkomunikasi di telepon dengan tamu
asing yang tidak menggunakan bahasa Inggris sebagai bahasa pengantar
sehari-hari. Selama melakukan kegiatan magang tiga bulan lamanya
terhitung dari periode 12 Juni sampai 12 September 2014, saya
mengalami kesulitan ketika saya mendapat panggilan masuk dari tamu
asing yang disebabkan oleh kurangnya pengetahuan kosa kata saya
dalam bahasa Inggris, sulitnya mengerti aksen yang berbeda dari tamutamu asing, dan saya mendengarkan kata per kata ketika melakukan
percakapan di telepon. Hal ini sangat mempengaruhi saya dalam
memberikan informasi kepada para tamu, sehingga bisa menimbulkan
kesalahpahaman. Dengan adanya kesulitan ini, memerlukan waktu yang
cukup lama bagi saya ketika harus menangani tamu asing tersebut.
Adapun solusi untuk menghadapi masalah ini adalah dengan
meningkatkan kosa kata yang saya miliki dengan menonton film
menggunakan subtitle bahasa Inggris, saya berusaha mendengarkan kata
kunci ketika berkomunikasi, dan saya akan mengatakan ulang dengan
kalimat sendiri apa yang tamu asing katakan.
Solusi terbaik untuk mengatasi kesulitan mendengarkan ketika
berkomunikasi di telepon dengan tamu asing yang berasal dari negara
yang tidak berbahasa Inggris yaitu dengan menggabungkan ketiga solusi
tersebut. Menambah kosa kata, mencari kata kunci dan mengatakan
dengan menggunakan bahasa sendiri akan lebih efektif dalam menangani
hal seperti ini.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT................................................................................................i
DECLARATION OF ORIGINALITY...........................................................ii
ACKNOWLEDGEMENTS........................................................................iii
TABLE OF CONTENTS...........................................................................iv
CHAPTER I. INTRODUCTION.................................................................1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS......................................................7
CHAPTER III. POTENTIAL SOLUTIONS...............................................11
CHAPTER IV. CONCLUSION................................................................16
BIBLIOGRAPHY
APPENDICES:
A.
B.
C.
D.
FLOWCHART
INTERNSHIP JOURNAL
COMPANY PROFILE AND NEWSLETTER
CUSTOMER’S REVIEW
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
The topic of this term paper is based on my internship at ASTON
Primera Pasteur Hotel & Conference Center. During my internship, I had
a position in the Front Office Department as a Telephone Operator trainee.
I did my internship for three months, starting from June 12 to September
12, 2014. My duties in my internship were to receive incoming and
outgoing calls, write memos, receive guests’ phone calls requests, and
basically I was expected to provide good service for the guests. Barrows,
Powers, and Reynolds admit that service is “the ability to provide
assistance in the way that it has been implicitly promised, service also
performed for the guest by people or by system” (513).
For a telephone operator, good listening skills are important when
providing service to the guests. As the job of a phone operator is to
communicate with guests, listening skills will determine whether the phone
operator can or cannot communicate with guests well. Nneka maintains in
1
Maranatha Christian University
his research that Yagang defines listening as “the ability to identify and
understand what others are saying. This involves understanding a
speaker’s accent and pronunciation, his grammar and his vocabulary and
grasping his meaning” (qtd. in Nneka 40). From the quotation, it is
suggested that having skills in listening is not just having the ability to hear
what a speaker is saying, but also understand what the speaker means.
Thus, listening serves as the basis of communication. If one is not good at
listening, he or she will not be able to communicate effectively. Thomas
maintains that “poor listening skills top the list when it comes to barriers to
communication” (par. 1). Darnioji Daugiakalbystė states “Listening is one
of the most basic areas of communication skills and language
development” (par. 3). He also says that listening “is not only the first of
the language arts skills developed, it is also the skill most frequently used
in both the classroom and daily life” (par. 3).
Based on my experience as a telephone operator, listening by phone is
more difficult because I cannot see the speakers’ face and their gestures
when they are speaking. According to Brounstein, it is stated that
“Listening on the telephone is often harder than when you’re listening in
person” (45).
During my internship, I found difficulties when listening to foreign
guests over the phone, especially when I had to deal with guests from
non-English speaking countries such as China, Japan, Korea, and United
Arab Emirates. I found it hard to understand what the guests meant, and
sometimes I misunderstood what they were saying.
2
Maranatha Christian University
Knowing the importance of listening skills, I decide to choose the topic
of handling my difficulties in listening comprehension when communicating
by phone with foreign guests from non-English speaking countries at
ASTON Primera Pasteur Hotel. I will analyze the topic to find the best way
to solve the problem. I think the problem is crucial to discuss because
when an operator does not have good listening skills, the guests will
complain, either directly, or in writing, in the hotel reviews on the Internet.
This will show that the operator cannot provide a good service for the
guests.
B. Identification of the Problem
The problem that I would like to analyze is formulated in the following
questions :
1. Why did I have difficulties in listening comprehension when
communicating by phone?
2. How did the problem affect my performance as a telephone
operator trainee at ASTON Primera Pasteur Hotel?
3. How should I overcome the problem?
C. Objectives and Benefits of the Study
There are several objectives of this study. The first objective of this
study is to explain the causes of handling my difficulties in listening
comprehension when communicating by phone with foreign guests from
non-English speaking countries. The second is to find the effects of the
3
Maranatha Christian University
problem on my work performance. The last is to find the best potential
solutions to overcome my difficulties.
This study will be useful for both the writer and readers. The benefits
for both parties is through this study they will get more information about
how to handle difficulties in listening comprehension when communicating
by phone. The benefit for me as the writer is I can learn how to handle this
particular problem and it would be useful for my personal reference in the
future.
D. Description of the Institution
Based on its company profile, ASTON Primera Pasteur Hotel and
Conference Center (henceforth: APPHCC) is a four-star international
business hotel. ASTON Primera Hotel has a contemporary and modern
concept with conference facilities and high-technology rooms. On
December 5, 2009, ASTON Primera Hotel started its business and was
inaugurated by the Minister of Tourism and Culture, Mr. Wacik, on its
Grand Opening on March 5, 2010.
APPHCC is one of the several hotels managed by Archipelago
International Indonesia and is owned by PT. Wisma Resortama
Propertindo. ASTON Primera Hotel has 204 deluxe rooms and suites for
business or leisure. It also has a strategic location on Jl. Dr. Djunjunan,
which is close to the exit from the Pasteur toll road from Jakarta and easy
to find due to its location on the main road. It is only about 10 minutes from
Husein Sastranegara Airport, 15 minutes from Bandung Train Station, and
4
Maranatha Christian University
10 minutes from Bandung shopping and culinary tourism areas. The vision
of APPHCC is to be one of the best conference hotels in town, whereas its
mission is to provide sincere dedication in delivering excellent Meetings,
Incentives, Conferencing, Exhibitions (henceforth: MICE) facilities and
services.
E. Method of the Study
The data for the study was taken from library research and field
research. The library research was done to find the supporting theories
from books and the Internet to support my analysis. The field research
was done through observation from my experience during my internship
period and written in an internship journal.
F. Limitation of the Study
The study is about handling my difficulties in listening comprehension
when communicating by phone with foreign guests from non-English
speaking countries at APPHCC. The foreign guests are from China, Japan,
Korea, and United Arab Emirates who called me, as the telephone
operator of APPHCC during my internship from 12 June until 12
September 2014. I, as a telephone operator trainee, am the subject of this
study.
5
Maranatha Christian University
G. Organization of the Term Paper
The term paper starts with the Abstract, which is the summary of the
term paper in Bahasa. The second is Acknowledgements and Table of
Contents, followed by four chapters, which are Chaper 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 the causes and the effects of the problem. Chapter III
consists of the potential solutions and negative and positive effects of
each potential solution. Chapter IV, the conclusion, consists of the chosen
solutions. Finally, there will be a Bibliography and the Appendices.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
In this chapter, I would like to conclude by giving the best potential
solution to overcome my difficulties in listening comprehension when
communicating by phone with foreign guests from non-English speaking
countries. As I stated before in Chapter II, my difficulties in listening
comprehension when communicating by phone with foreign guests is
caused by my lacking of vocabulary, difficulty in understanding the
customers’ accents and my listening word by word to what the speakers
are saying. As a result, it took a longer time for me to handle phone calls
from the guests and I misinterpreted what the guests said. Based on my
analysis, I have three potential solutions to overcome my problem: I will
increase my vocabulary by watching movies with English subtitles, I
should pay attention to keywords when listening to what the foreign guests
are saying, and I will rephrase what the guests say.
Based on my observation and supported by the theories from books
and the Internet sources in Chapter III, I have found the best solution to
overcome my problem. Combining the three of the potential solutions
above will be effective to handle my difficulties in listening comprehension
16
Maranatha Christian University
when communicating by phone with foreign guests. Increasing vocabulary
knowledge by watching movies with English subtitles will be needed as the
first step to solve my problem. The other benefits that I will have when I
learn vocabularies by watching movies is I also can learn and pay
attention to keywords by notifying what the characters are saying in the
movies and I can practice it when doing phone conversations. As only
knowing the keywords may make me not get the whole meaning, I need to
paraphrase what the guests say based on the keywords to check my
understanding and to avoid misinterpretation.
To sum up, the difficulties in listening comprehension when
communicating by phone with foreign guests from non-English speaking
countries at APPHCC might be solved by the combination of these three
potential solutions. I hope I can handle this problem better, in the present
and in the future. Besides, there is a suggestion for readers. I think it is
important to always practice listening with foreigners to get experience of
speaking English before doing an internship to become familiar with
different accents and the real use of English.
17
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Barrows, Clayton W., Powers, Tom, and Reynolds, Dennis. Introduction
To the Hospitality Industry. Indianapolis: John Wiley & Inc., Hoboken,
2001.
Brounstein, Mary. Communicating Effectively for Dummies. New York:
Wiley Publishing, Inc., 2001.
Hornby, A S. Oxford Advanced Learner’s Dictionary. New York:
Oxford University Press, 2010.
Rubin, Joan, and Irene Thomson. How to be a More Successful
Language Learner (2nd Ed.). Boston: Heinle & Heinle, 1994.
Electronic Sources
“Are You Wasting Your Time Watching Foreign Language Movies?”
iwillteachyoualanguage.com. 2015. 11 Mei 2015.
Case, Alex. “Why your students have problems with listening.
comprehension.” Alex Case,2008. Usingenglish.com. 04 April 2015.
Daugiakalbystė, Darnioji. “Barriers to Academic Listening: Research
Perspectives.” 2012. 04 April 2015. < http://dx.doi.org/10.7220/23352027.1.13>
Donaghy, Kieran. “How can film help you teach or learn English?” 2014.
Britishcouncil.org. 10 Mei 2015.
“Effective Communication Skills.” leadership-development-tips.com. 2011.
28 Mei 2015. < http://www.leadership-development-tips.com/effectivecommunication-skills.html>
Hettich, Jeanne. “Awkward, but important in business: Understanding a
foreign accent” 2013. goodpeoplegoodbusiness.areavoices.com. 27
Mei 2015.
Hosseini, Fatemeh. “Teach How to Listen: The Effect of Listening Strategy
Instruction on Documentary Video Comprehension.” Scipress.com.
2013. 28 Mei 2015.
Madinson, Steven. “5 Steps to Increasing Your English Vocabulary” 2012.
Ontargateenglish.com. 10 Mei 2015.
Nneka, Umera-Okeke. “Listening Effectively For Result in an ESL/EFL
Classroom” ajol.info. 25 Mei 2015.
Maranatha Christian University
Ravenscraft, Eric. “Rephrase What Your Partner Says To Be More
Likeable In Conversation.” 2015. lifehacker.com. 27 Mei 2015.
Schmitz, Andy. “Creative Commons Licensed.” 2012. lardbucket.org. 28
Mei 2015. < http://2012books.lardbucket.org/books/a-primer-oncommunication-studies/s05-listening.html>
Thomas, Timothy I. “Four Barriers to Effective Communication.”
2008. Makariosconsulting.com. 19 March 2015.
Tsai, Chia-Jung. “Insight into Learners’ Perspective on Watching Movies
with L1 vs L2 Subtitles:.” 15 April 2015.
“Why Keyword Based Social Listening is Not Enough”. mutualmind.com.
28 Mei 2015.
Yousif, Amna Abdelgadir. “Listening Comprehension Difficulties as
Perceived by” researchgate.net. 2006. 28 Mei
2015.
Maranatha Christian University