Hadling My Difficulty To Communicate With Korean Guests During My Internship in Succoth The Tent of Appreciation As A Coffee Barista.
ABSTRACT
Dalam Tugas Akhir ini, saya membahas tentang kesulitan yang saya
hadapi saat melakukan program magang di salah satu Distro, yaitu Succoth
The Tent of Appreciation yang berlokasi di Jl. Mertasari no 143 Kerobokan –
Bali. Kesulitan yang saya hadapi adalah dalam melakukan komunikasi
dengan tamu asing yang berasal dari Korea. Ada dua penyebab dari
permasalahan yang saya hadapi. Penyebab pertama adalah pronunciation
orang Korea saat berbicara dalam Bahasa Inggris terdengar asing bagi saya.
Penyebab yang kedua adalah saya tidak tahu bahasa tubuh yang tepat saat
ingin menjelaskan sesuatu yang sulit dimengerti oleh tamu dari Korea.
Masalah yang terjadi ini berdampak buruk bagi saya. Dampak yang pertama
adalah saya merasa tidak percaya diri saat berkomunikasi dengan tamu
tersebut. Dampak yang kedua adalah saya melayani tamu dari Korea dengan
waktu yang cukup lama. Bagi tamu yang lain saya membutuhkan hanya 3-4
menit, tetapi dengan tamu Korea ini saya membutuhkan waktu 15-20 menit.
Berdasarkan analisis yang saya lakukan, saya mendapatkan tiga
solusi untuk menghadapi masalah tersebut. Solusi yang pertama adalah saya
akan berbicara dengan lebih lambat, agar tamu Korea dapat menyamakan
kecepatan berbicaranya dengan saya. Solusi kedua adalah saya akan
berlatih small talk dengan teman saya supaya kepercayaan diri saya
meningkat. Solusi yang ketiga saya akan berlatih bahasa tubuh di depan
cermin.
Setelah melakukan analisis, saya memutuskan untuk menggabungkan
semua solusi yang berpotensi untuk mengatasi masalah yang saya hadapi.
Dengan menerapkan solusi tersebut saya berharap dapat memecahkan
masalah yang saya hadapi dan juga dapat memberikan masukan positif bagi
pembaca yang memiliki permasalahan seperti saya.
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…………………………………………….6
CHAPTER III. POTENTIAL SOLUTIONS………………………………………..9
CHAPTER IV. CONCLUSION……………………………………………………13
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
C. EXAMPLE OF THE MENU
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Communication is important in human’s life. Everyone needs to
communicate in their lives in order to exchange ideas. Not only in
everyday life, communication is also important in doing business. As
stated by Bartono PH,SE and Ruffino EM, SE in a book entitled “Hotel
Communication Management” that, good communication is the key of
success in human life (3). No matter what field a person is working, he
or she needs to have good communication skills like grammar pattern,
listening, speaking, etc. to be successful.
In running a business, communication plays an important role in
transferring information from the business people to customers and
vice versa. Therefore, the employees who deal directly with customers
must be able to communicate well. Most businesses usually have
customer service staff to deal with customers. Yet, in a coffee
1
Maranatha Christian University
business, it is the responsibility of the barista to interact directly with
customers.
I had a position as a barista when I did my internship at Succoth the
Tent of Appreciation (henceforth: STA) to make a drink and taking
order. One of the duties of the barista in STA is to have a small talk
with the customers, especially the foreign customers. However, I had
difficulties to communicate with 2 Korean customers when I did my
three-week internship. As a student of an English Program, I was
expected to be able to communicate well with foreigners. Yet, I found it
hard to deal with Korean customers as I could not understand what
they said. When Korean customers talk to me to order some drink, I
had to ask them to repeat several times. The ordering time took longer
than it should and I was afraid of trying to do small talk with the
Koreans. On the other hand, the Koreans also did not find it easy to
understand what I said in English.
Encountering the problem, I choose to take it as the topic for my
term paper, because I realize how important communication is. I want
to find the solution to my problem, to help me improve my
communication skills to face foreign customers, especially those from
Korea. Therefore, I will analyze this problem based on the principles of
scientific research.
2
Maranatha Christian University
B. Identification of the Problem
The problem that I am going to discuss in this paper is formulated in
these questions:
1. Why did I have difficulty to communicate with Korean customers
as a barista at STA?
2. How did the problem affect me as a barista in STA?
3. How should I overcome the difficulty to communicate with
Korean customers?
C. Objectives and Benefits of the Study
The objectives of this term paper is to find out the causes and the
effects of the problem, and to provide the best solution for the problem.
There are some benefits for the institution, the readers, and for me as
the writer of this term paper. The benefit for STA is that other workers
who work as barista and have similar problem with me can solve it.
The benefit for the readers is they can apply the best solution to
communicate with foreign people, especially Koreans. On top of that,
the benefit for me is I will be able to communicate with Koreans better.
3
Maranatha Christian University
D. Description of the Institution
Based on the interview with Mr. Ivan Widiasa as the owner of STA,
the store was opened in 21 August 2013. It is located on Jalan
Mertasari 143 Kerobokan - Bali. The store sells clothes, jeans, shoes,
and accessories. STA has 3 employees: 1 as a cashier, 1 as a
cleaning service and 1 as a barista. The store has a strategic place, it
is near Seminyak and Petitenget Beaches. STA has a vintage concept,
that makes the store looks elegant. There is a coffee shop that makes
the shop unique, thus the customer can do some shopping and enjoy
the coffee after shopping.
E. Method of the Study
In doing this term paper, I applied two methods, field research and
library research. For the field research, I did observations during my
internship in STA. The data of the field research were recorded in my
internship journal. For the library research, I gathered theories both
from printed source and internet sources to support my analysis.
4
Maranatha Christian University
F. Limitation of the Study
The study focuses on the problem I found when I communicate with
Korean customers. I had the problem when I did my internship in STA
from 24 December 2013 until 4 January 2014 as a barista. The subject
of the research is how to communicate better to foreign customers
especially from Korea
G. Organization of the term paper
The term paper starts with an Abstract, a summary of the paper in
Indonesian. It is followed by Declaration of Originality,
Acknowledgements, and Table of Contents. The term paper divided
into four chapters. The first chapter consists of Background of the
Study, Identification of the Problem, Objective and Benefits of the
Study, Description of the Institution, Method of the Study, and
Organization of the Term Paper. The second chapter, the problem
Analysis, discusses the causes and also the effects of my problem.
The third chapter discusses three potential solutions, with the analysis
of their positive effects and also negative effects. The last chapter
discusses the conclusion of my analysis in this term paper. The term
paper ends with a Bibliography and Appendices.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
In the previous chapters, I have discussed about my difficulty to
communicate with guests from Korea during my internship from 24
December 2013 until 4 January 2014 in STA. The causes of the problem
are I was not familiar with the way Korean customers pronounced English
words and I did not know how to use my body language properly. This
problem also gives some effects. The first effect is I was not confident
when I had to deal with Korean customers. The second effect is I spent
more time for serving the Korean customers. I find three potential solutions
to solve my problem. The first is I will talk more slowly and make the
Korean Customers make his/ her speech rate similar to me. The second is
I will practice making small talks with my friends. The third potential
solution is I will practice my body language, so I can develop correct body
language to communicate with people.
In my opinion, the best solution to my problem is to combine the
three potential solutions. I choose to combine of all the potential solutions,
because when the Korean customers make his or her speech rate similar
to me, I will understand what they said to me. To make me more confident,
I will practice making small talk with my friends. To help me when I am at a
13
Maranatha Christian University
loss of words, I need to practice my body language to make sure I
can explain what I want to say to the Korean customers. I hope that the
solution can help me to solve my problem to communicate with Korean
customers.
After doing the analysis, I find that communicating with foreigners
as a barista requires confidence. Thus, I suggest those who want to work
as a barista to prepare themselves with necessary communication skills
such as making small talks and using body language.
14
Maranatha Christian University
BIBLIOGRAPHY
Printed Source
Bartono PH, SE, and Ruffino EM, SE. Hotel Communication Management.
Yogyakarta: Andi, 2007.
Electronic Sources
Abrahams, Matt. “Practice Small Talk To Help with Big Talks.”
Nofreakingspeaking.com. 2014. 7 November 2014.
.
“Associate’s Mind.” Associatesmind.com. 2014. 15 December 2014.
.
“Body Language Basics.” Changingminds.org. 2014. 17 March 2014
Maranatha Christian University
Catalina. “16 Ways To Improve Your Body Language.” Amerikanki.com.
2014. 13 November 2014
.
Chernoff, Angel. “20 Self-Confidence Traps Holding Smart People Back.”
Marcandangel.com. 2013. 17 March 2014
.
Drozdeck, Steve. “A, B, C's of RAPPORT.” Pointers.com. 2010. 4 November 2014
.
“Effective speaking.” Skillyouneed.com. 2011. 18 November 2014
.
“English Pronunciation Between Chinese And Korean Languages Essay.
Ukessays.com. 2013. 28 August 2014
Maranatha Christian University
.
“How to Improve Spoken English.” Spoken.com. 2010. 7 November 2014
.
”How to Study Korean.” Howtostudykorean.com. 2014. 15 December 2014
.
Lewis, Christopher. ”5 Ways to Daily Improve Your Small Talk Skills.”
Smalltalkprofessional.com. 2014. 25 October 2014
.
“English Mistakes.” Mykoreanhusband.com. 2013. 15 March 2014
.
Phillips, Brad. “Should You Really Practice In Front of A Mirror?”
mrmediatraining.com. 2013. 17 November 2014
Maranatha Christian University
.
Szynalski, Tomasz, P. “Practice pronouncing English words and phrases.”
Antimoon.com. 2014. 15 March 2014
.
Wendler, Daniel. “Improve Your Social Skills.” Improveyourskills.com. 2014.
18 November 2014.
.
Interview
Widiasa, Ivan. Telephone interview. 11 February 2014.
Maranatha Christian University
Dalam Tugas Akhir ini, saya membahas tentang kesulitan yang saya
hadapi saat melakukan program magang di salah satu Distro, yaitu Succoth
The Tent of Appreciation yang berlokasi di Jl. Mertasari no 143 Kerobokan –
Bali. Kesulitan yang saya hadapi adalah dalam melakukan komunikasi
dengan tamu asing yang berasal dari Korea. Ada dua penyebab dari
permasalahan yang saya hadapi. Penyebab pertama adalah pronunciation
orang Korea saat berbicara dalam Bahasa Inggris terdengar asing bagi saya.
Penyebab yang kedua adalah saya tidak tahu bahasa tubuh yang tepat saat
ingin menjelaskan sesuatu yang sulit dimengerti oleh tamu dari Korea.
Masalah yang terjadi ini berdampak buruk bagi saya. Dampak yang pertama
adalah saya merasa tidak percaya diri saat berkomunikasi dengan tamu
tersebut. Dampak yang kedua adalah saya melayani tamu dari Korea dengan
waktu yang cukup lama. Bagi tamu yang lain saya membutuhkan hanya 3-4
menit, tetapi dengan tamu Korea ini saya membutuhkan waktu 15-20 menit.
Berdasarkan analisis yang saya lakukan, saya mendapatkan tiga
solusi untuk menghadapi masalah tersebut. Solusi yang pertama adalah saya
akan berbicara dengan lebih lambat, agar tamu Korea dapat menyamakan
kecepatan berbicaranya dengan saya. Solusi kedua adalah saya akan
berlatih small talk dengan teman saya supaya kepercayaan diri saya
meningkat. Solusi yang ketiga saya akan berlatih bahasa tubuh di depan
cermin.
Setelah melakukan analisis, saya memutuskan untuk menggabungkan
semua solusi yang berpotensi untuk mengatasi masalah yang saya hadapi.
Dengan menerapkan solusi tersebut saya berharap dapat memecahkan
masalah yang saya hadapi dan juga dapat memberikan masukan positif bagi
pembaca yang memiliki permasalahan seperti saya.
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…………………………………………….6
CHAPTER III. POTENTIAL SOLUTIONS………………………………………..9
CHAPTER IV. CONCLUSION……………………………………………………13
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
C. EXAMPLE OF THE MENU
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Communication is important in human’s life. Everyone needs to
communicate in their lives in order to exchange ideas. Not only in
everyday life, communication is also important in doing business. As
stated by Bartono PH,SE and Ruffino EM, SE in a book entitled “Hotel
Communication Management” that, good communication is the key of
success in human life (3). No matter what field a person is working, he
or she needs to have good communication skills like grammar pattern,
listening, speaking, etc. to be successful.
In running a business, communication plays an important role in
transferring information from the business people to customers and
vice versa. Therefore, the employees who deal directly with customers
must be able to communicate well. Most businesses usually have
customer service staff to deal with customers. Yet, in a coffee
1
Maranatha Christian University
business, it is the responsibility of the barista to interact directly with
customers.
I had a position as a barista when I did my internship at Succoth the
Tent of Appreciation (henceforth: STA) to make a drink and taking
order. One of the duties of the barista in STA is to have a small talk
with the customers, especially the foreign customers. However, I had
difficulties to communicate with 2 Korean customers when I did my
three-week internship. As a student of an English Program, I was
expected to be able to communicate well with foreigners. Yet, I found it
hard to deal with Korean customers as I could not understand what
they said. When Korean customers talk to me to order some drink, I
had to ask them to repeat several times. The ordering time took longer
than it should and I was afraid of trying to do small talk with the
Koreans. On the other hand, the Koreans also did not find it easy to
understand what I said in English.
Encountering the problem, I choose to take it as the topic for my
term paper, because I realize how important communication is. I want
to find the solution to my problem, to help me improve my
communication skills to face foreign customers, especially those from
Korea. Therefore, I will analyze this problem based on the principles of
scientific research.
2
Maranatha Christian University
B. Identification of the Problem
The problem that I am going to discuss in this paper is formulated in
these questions:
1. Why did I have difficulty to communicate with Korean customers
as a barista at STA?
2. How did the problem affect me as a barista in STA?
3. How should I overcome the difficulty to communicate with
Korean customers?
C. Objectives and Benefits of the Study
The objectives of this term paper is to find out the causes and the
effects of the problem, and to provide the best solution for the problem.
There are some benefits for the institution, the readers, and for me as
the writer of this term paper. The benefit for STA is that other workers
who work as barista and have similar problem with me can solve it.
The benefit for the readers is they can apply the best solution to
communicate with foreign people, especially Koreans. On top of that,
the benefit for me is I will be able to communicate with Koreans better.
3
Maranatha Christian University
D. Description of the Institution
Based on the interview with Mr. Ivan Widiasa as the owner of STA,
the store was opened in 21 August 2013. It is located on Jalan
Mertasari 143 Kerobokan - Bali. The store sells clothes, jeans, shoes,
and accessories. STA has 3 employees: 1 as a cashier, 1 as a
cleaning service and 1 as a barista. The store has a strategic place, it
is near Seminyak and Petitenget Beaches. STA has a vintage concept,
that makes the store looks elegant. There is a coffee shop that makes
the shop unique, thus the customer can do some shopping and enjoy
the coffee after shopping.
E. Method of the Study
In doing this term paper, I applied two methods, field research and
library research. For the field research, I did observations during my
internship in STA. The data of the field research were recorded in my
internship journal. For the library research, I gathered theories both
from printed source and internet sources to support my analysis.
4
Maranatha Christian University
F. Limitation of the Study
The study focuses on the problem I found when I communicate with
Korean customers. I had the problem when I did my internship in STA
from 24 December 2013 until 4 January 2014 as a barista. The subject
of the research is how to communicate better to foreign customers
especially from Korea
G. Organization of the term paper
The term paper starts with an Abstract, a summary of the paper in
Indonesian. It is followed by Declaration of Originality,
Acknowledgements, and Table of Contents. The term paper divided
into four chapters. The first chapter consists of Background of the
Study, Identification of the Problem, Objective and Benefits of the
Study, Description of the Institution, Method of the Study, and
Organization of the Term Paper. The second chapter, the problem
Analysis, discusses the causes and also the effects of my problem.
The third chapter discusses three potential solutions, with the analysis
of their positive effects and also negative effects. The last chapter
discusses the conclusion of my analysis in this term paper. The term
paper ends with a Bibliography and Appendices.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
In the previous chapters, I have discussed about my difficulty to
communicate with guests from Korea during my internship from 24
December 2013 until 4 January 2014 in STA. The causes of the problem
are I was not familiar with the way Korean customers pronounced English
words and I did not know how to use my body language properly. This
problem also gives some effects. The first effect is I was not confident
when I had to deal with Korean customers. The second effect is I spent
more time for serving the Korean customers. I find three potential solutions
to solve my problem. The first is I will talk more slowly and make the
Korean Customers make his/ her speech rate similar to me. The second is
I will practice making small talks with my friends. The third potential
solution is I will practice my body language, so I can develop correct body
language to communicate with people.
In my opinion, the best solution to my problem is to combine the
three potential solutions. I choose to combine of all the potential solutions,
because when the Korean customers make his or her speech rate similar
to me, I will understand what they said to me. To make me more confident,
I will practice making small talk with my friends. To help me when I am at a
13
Maranatha Christian University
loss of words, I need to practice my body language to make sure I
can explain what I want to say to the Korean customers. I hope that the
solution can help me to solve my problem to communicate with Korean
customers.
After doing the analysis, I find that communicating with foreigners
as a barista requires confidence. Thus, I suggest those who want to work
as a barista to prepare themselves with necessary communication skills
such as making small talks and using body language.
14
Maranatha Christian University
BIBLIOGRAPHY
Printed Source
Bartono PH, SE, and Ruffino EM, SE. Hotel Communication Management.
Yogyakarta: Andi, 2007.
Electronic Sources
Abrahams, Matt. “Practice Small Talk To Help with Big Talks.”
Nofreakingspeaking.com. 2014. 7 November 2014.
.
“Associate’s Mind.” Associatesmind.com. 2014. 15 December 2014.
.
“Body Language Basics.” Changingminds.org. 2014. 17 March 2014
Maranatha Christian University
Catalina. “16 Ways To Improve Your Body Language.” Amerikanki.com.
2014. 13 November 2014
.
Chernoff, Angel. “20 Self-Confidence Traps Holding Smart People Back.”
Marcandangel.com. 2013. 17 March 2014
.
Drozdeck, Steve. “A, B, C's of RAPPORT.” Pointers.com. 2010. 4 November 2014
.
“Effective speaking.” Skillyouneed.com. 2011. 18 November 2014
.
“English Pronunciation Between Chinese And Korean Languages Essay.
Ukessays.com. 2013. 28 August 2014
Maranatha Christian University
.
“How to Improve Spoken English.” Spoken.com. 2010. 7 November 2014
.
”How to Study Korean.” Howtostudykorean.com. 2014. 15 December 2014
.
Lewis, Christopher. ”5 Ways to Daily Improve Your Small Talk Skills.”
Smalltalkprofessional.com. 2014. 25 October 2014
.
“English Mistakes.” Mykoreanhusband.com. 2013. 15 March 2014
.
Phillips, Brad. “Should You Really Practice In Front of A Mirror?”
mrmediatraining.com. 2013. 17 November 2014
Maranatha Christian University
.
Szynalski, Tomasz, P. “Practice pronouncing English words and phrases.”
Antimoon.com. 2014. 15 March 2014
.
Wendler, Daniel. “Improve Your Social Skills.” Improveyourskills.com. 2014.
18 November 2014.
.
Interview
Widiasa, Ivan. Telephone interview. 11 February 2014.
Maranatha Christian University