OF THE STUDY
Rationale
Communication skills, particularly in English, are crucial for societal development Throughout human evolution, communication has evolved from simple images and sounds to a complex array of languages, with approximately 5,000 languages spoken globally English, while second only to Chinese in terms of users, stands out as a global language, serving as a common medium across various fields such as economics, entertainment, tourism, and information technology Its widespread use underscores its importance in today's interconnected world.
In today's globalized world, English communication is an essential skill for everyone, regardless of profession, age, or location Many individuals underestimate their exposure to English, claiming their work with machines isolates them from the language However, even those in manual labor encounter English through basic commands like "Start/Stop" or "On/Off" on their devices These simple terms represent a vital form of communication between manufacturers and users, facilitating understanding of the equipment's functions Thus, it is clear that English permeates our daily lives, making it crucial for modern existence.
In today's global society, English serves as a vital communication tool, especially for professionals in business, travel, entertainment, and services For individuals in these fields, proficiency in English is essential, acting as a passport to success Notably, the hotel industry demands a high level of English fluency, highlighting its significance in providing exceptional customer service and enhancing guest experiences.
The hotel reception sector offers lucrative opportunities for candidates with diverse skills, particularly emphasizing the importance of English communication abilities Employers often favor candidates who can effectively communicate in English, especially when comparing candidates with similar qualifications A hotel receptionist frequently encounters challenging situations that require adept problem-solving skills, and while experience is valuable, the ability to communicate in English with a diverse clientele remains crucial, particularly in establishments catering to non-native English speakers.
This research focuses on two key areas: the significance of English communication in everyday life and an examination of the communication challenges faced by receptionists at the Hanoi Old Quarter Hotel, part of the Super Hotel Japan chain It aims to analyze these difficulties and propose effective solutions to enhance communication skills in this context.
In my experience at the Hanoi Old Quarter Hotel, I have identified significant challenges faced by receptionists when communicating in English with a diverse clientele, particularly non-English speakers from countries like France, Italy, India, and Japan, with a notable prevalence of Japanese guests This observation has led me to focus my study on "The Difficulties Encountered by Front Office Staff in English Communication and Recommended Solutions."
Previous studies
Communication is considered as a natural process In daily life, communication brings people together In business, well communication is a key leading to success.
In a global environment, communication is a very useful tool to develop diplomatic relations among countries.
In "Origins of Human Communication," Michael Tomasello emphasizes that human communication is fundamentally based on cooperative and shared intentions He explores the evolutionary roots of this communication style, linking it to the unique cooperative nature of human social interactions, a concept initially highlighted by Paul Grice This account presents a provocative understanding of how human communication differs from that of other primates, underscoring its inherently collaborative structure.
Aims of the study
My research focuses on identifying solutions to assist hotel receptionists in overcoming challenges related to English communication, both spoken and written The primary objectives of this study include enhancing their language skills and improving overall communication effectiveness in the hospitality industry.
• Cover background knowledge of communication
• Analyze the situation of communication in English by the reception staff at Super Hotel Hanoi Old and the difficulties encountered by the staff.
• Provide solutions to improve English communication skills for the hotel receptionists
Research Subjects
The research subject is to find out the real difficulties faced by the FrontOffice Staff at the Hanoi Old Quarter Hotel in communicating in English
Scope of the study
This study focuses on English communication within the hotel industry, specifically at the Super Hotel Hanoi Old Quarter, where I have direct experience By narrowing the scope, I aim to gain detailed insights into the current state of English communication and the challenges faced by receptionists when interacting with clients Ultimately, I hope this research will serve as a valuable resource for enhancing the English communication skills of front staff in the hotel sector.
Research methodology
To finish this study, I adopt / use the following methods
• Researching on reference books and websites.
• Observing the English communication at the Front Office of Super Hotel Hanoi Old Quarter.
The study involved interviewing and surveying the Front Office staff at Super Hotel Hanoi Old Quarter to assess their attitudes towards English communication with customers and to identify the challenges they face in this area.
We conducted survey questionnaires targeting non-native English speakers to gather their insights on the challenges they face when communicating with Front Office Staff.
Organization of the study
A well-structured table of contents with page numbers provides readers with a clear overview of the research proposal, enabling them to easily and quickly locate specific sections The study is organized into four distinct chapters.
• Chapter 1: The overview of the study including rationale, previous studies, aims of the study, research subjects, scope, research methodology, and the organization of the study.
• Chapter 2: All the theories related to the study are presented This chapter provides the readers with the overview of communicating knowldedge and English communication.
Chapter 3 presents the results of survey questionnaires completed by Front Office staff and customers regarding their communication in English This chapter includes a detailed analysis of the findings gathered from the surveys, evaluating the interactions between Front Office staff and customers.
• Chapter 4: The last chapter focuses on the recommnended solutions for the FrontOffice Staff to improve their English communication.
LITERATURE REVIEW
What is communication.?
Communication, as defined by Oxford Dictionaries, involves the exchange of information through speaking, writing, or other media In essence, it is the process of transferring information from one location to another Within the hotel industry, effective communication, particularly in English, is crucial for interactions between employees and customers.
Communication is not just about speaking directly but is also about communicating by phone, mail, and many other media.
The importance of communication in our life
The term "communication" originates from the Latin word "communis," meaning "to share." It involves the exchange of information through ideas, thoughts, messages, and data Much like water, communication is essential for connection and understanding.
Communication is a fundamental aspect of human life, present in every corner of the globe and often overlooked From the Stone Age, when early humans relied on signs and non-verbal cues, communication has evolved significantly Today, it is recognized as a natural process that fosters connections among individuals In the business world, effective communication is crucial for achieving success, while on a global scale, it serves as a vital tool for cultivating diplomatic relationships between nations.
Effective communication is a vital skill that fosters connections between individuals, whether in academic or professional settings Mastering the art of communication can significantly enhance problem-solving abilities and facilitate smoother interactions To successfully engage with like-minded individuals, it is essential to develop strong communication skills through proper guidance and self-reflection.
Communication begins in infancy, where we utilize gestures to express ourselves As we mature, we develop verbal skills and enhance our ability to convey thoughts and ideas effectively Mastering communication is essential, as it plays a crucial role in every aspect of life, helping us make lasting impressions on others.
Effective communication is crucial for overcoming challenges and advancing in your career As the demand for strong communication skills grows, both written and verbal abilities become essential for success Recognizing the significance of communication and its influence on your life is vital for personal and professional growth.
Effective communication is crucial for building trust and creating new opportunities Its benefits include fostering strong relationships, enhancing collaboration, and driving positive outcomes in both personal and professional settings.
Effective communication is crucial for building relationships in both academic and professional settings Whether interacting with classmates and teachers or collaborating with colleagues and supervisors, open dialogue fosters connections and creates a friendly environment By sharing thoughts and feelings, individuals can strengthen their bonds, making communication an essential component of relationship-building.
Enhancing the workplace environment is crucial, as effective communication can resolve numerous issues Managers and senior staff must collaborate through both written and verbal communication to address problems and ensure the company operates smoothly Mastering these communication skills is essential to bridge any gaps and facilitate successful planning.
Effective communication is essential for fostering a strong team environment in the workplace Clear and directed communication from leadership ensures that team members understand their roles and responsibilities, making it easier to achieve collective goals By promoting open dialogue, teams can work cohesively, enhancing their ability to meet targets and succeed in their objectives.
Effective communication is essential for identifying solutions to critical problems, as it allows individuals to exchange ideas that lead to resolutions By articulating thoughts clearly and precisely, one can ensure that communication serves its intended purpose In any organization, strong communication skills are invaluable assets that contribute significantly to success and problem-solving capabilities.
Excellent communication skills significantly enhance your respect and reputation in the workplace When challenges arise, colleagues are more likely to seek your input, underscoring your value within the team Strong communication not only paves the way for career advancement but also opens doors to new opportunities, highlighting the crucial role these skills play in professional success.
Improving your communication skills is essential for personal and professional growth, especially if you feel you're falling behind Effective communication is crucial for building relationships and gaining respect from others Recognizing the importance of these skills will enable you to express your thoughts more clearly and positively impact your life.
Types of communication
Effective communication varies based on the message and its context, influenced by the chosen communication channel and individual style This diversity leads to multiple types of communication methods.
2.3.1 Types of communication based on the communication channels used:
Under this category, there are:
Verbal communication refers to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing
Verbal communication is further divided into:
In oral communication, spoken words are used It includes face-to-face, speech, telephone, video, radio, television, voice over the internet conversations.
In oral communication, communication is influenced by pitch, volume, speed and clarity of speaking.
Advantages of oral communication are:
In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not.
In a face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a
Written communication utilizes symbols or signs to convey messages, which can be either printed or handwritten This form of communication encompasses various mediums, including emails, letters, reports, and memos, allowing for effective message transmission.
Messages, in written communication, are influenced by the vocabulary and grammar used, writing style, precision and clarity of the language used.
Written communication is the most common form of communication being used in business So, it is considered core among business skills.
Internal communication utilizes various written formats, including memos, reports, bulletins, job descriptions, employee manuals, and emails In contrast, external communication is conducted through written mediums such as emails, websites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases.
Advantages of written communication include:
A Message can be edited and revised many times before it is actually sent.
Written communication provides record for every message sent and can be saved for later study.
A written message enables the receiver to fully understand it and send appropriate feedback.
Disadvantages of written communication includes:
Unlike oral communication, written communication doesn’t bring instant feedback.
It takes more time in composing a written message as compared to word-of- mouth and number of people struggles for writing ability.
Nonverbal communication is the sending or receiving of wordless messages
Nonverbal communication encompasses various forms of expression beyond spoken and written words, including gestures, body language, posture, tone of voice, and facial expressions It plays a crucial role in conveying the speaker's message and emotions, highlighting the significance of body language in effective communication.
Nonverbal communication plays a crucial role in helping the receiver interpret messages accurately, often providing a clearer reflection of the situation than verbal communication In some cases, nonverbal cues can contradict spoken words, which can undermine the overall effectiveness of the message being conveyed.
Nonverbal communication has the following three elements:
Speaker: clothing, hairstyle, neatness, use of cosmetics Surroundings: room size, lighting, decorations, furnishings
Body Language facial expressions, gestures, postures
Voice Tone, Volume, Speech rate
Communication can be categorized based on style and purpose into two main types, each with distinct characteristics Understanding these categories helps in effectively conveying messages and enhancing interpersonal interactions.
Formal communication adheres to specific rules, conventions, and principles to convey messages effectively It typically takes place in professional settings, such as corporate meetings and conferences, where an official style is maintained.
In formal communication, use of slang and foul language is avoided and correct pronunciation is required Authority lines are needed to be followed in formal communication.
Informal communication occurs through casual channels that differ from formal communication methods, facilitating social connections among organizational members and enabling face-to-face discussions It typically takes place among friends and family, allowing for the use of slang and colloquial language without restrictions This type of communication is predominantly oral and often incorporates gestures to enhance understanding.
Informal communication operates outside the traditional authority structure, allowing employees to express their grievances more freely This type of communication fosters stronger relationships within the organization, as individuals feel more comfortable sharing their thoughts and concerns in a relaxed setting.
Process of communication
Communication is a multifaceted process that can be challenging to pinpoint in terms of its starting and ending points Communication models offer simplified visual representations of these encounters, highlighting various elements involved While some models provide more detailed explanations than others, none can fully encapsulate the richness of real-life communication experiences Nevertheless, these models are invaluable for communication students, as they clarify specific concepts and steps in the communication process, aiding in the definition and application of communication principles By understanding how communication operates, individuals can engage more thoughtfully in their interactions, enhancing their preparation for future encounters and facilitating learning from past experiences.
The three models of communication we will discuss are the transmission, interaction, and transaction models.
Communication models, such as the transmission and interaction models, share common elements including participants, messages, encoding, decoding, and channels In these models, participants refer to the senders and receivers of messages during a communication encounter The message encompasses the verbal or nonverbal content being transmitted from the sender to the receiver; for instance, saying “Hello!” to a friend conveys a greeting that is received by them.
Although models of communication provide a useful blueprint to see how the communication process works, they are not complex enough to capture what communication is like as it is experienced.
The encoding and decoding process is an internal cognitive mechanism that enables individuals to send, receive, and comprehend messages Encoding transforms thoughts into communication, with varying levels of conscious thought involved Conversely, decoding converts communication back into thoughts For instance, when you feel hungry, you might encode the message to your roommate: "I’m hungry."
Effective communication involves encoding messages that are transmitted through various sensory channels, primarily visual and auditory For example, when you ask your roommate if he wants pizza, he interprets your message by decoding it back into thoughts However, if he is distracted by headphones while playing a video game, you may need to use visual cues, like waving your hands, to capture his attention before discussing dinner.
While communication models may not fully encompass the complexities of interpersonal interactions, they serve as valuable tools for analyzing the different stages of communication, enhancing our understanding of both our own and others' communicative behaviors.
The transmission model of communication presents a linear, one-way process where a sender encodes a message and transmits it through a channel to a receiver who decodes it This model highlights that environmental or semantic noise can disrupt message transmission While it may oversimplify face-to-face interactions, it is effectively applicable to computer-mediated communication.
The interaction model of communication defines communication as a dynamic two-way process where participants switch roles as sender and receiver, creating meaning through feedback within both physical and psychological contexts While this model highlights the interactive nature of communication, it does not fully address how communication shapes our realities and is affected by social and cultural influences.
The transaction model of communication defines communication as a dynamic process where participants, acting as both senders and receivers, create social realities within various social, relational, and cultural contexts This model emphasizes the role of communication in shaping our perceptions, relationships, and communities, highlighting its impact on the construction of our shared realities.
Importance of English communication skills
English has emerged as a global language, recognized as an official language in many countries As of 2010, there were 359 million native English speakers, making it one of the largest languages by native speakers When considering both native and non-native speakers, English is likely the most widely spoken language in the world.
English is a global language spoken across continents and islands, serving as the primary means of communication in fields such as science, business, aviation, entertainment, and diplomacy Proficiency in English can significantly enhance career opportunities, enabling individuals to secure desirable jobs and increase their earning potential Regardless of your profession, strong English skills are essential for success, facilitating communication and expanding job prospects both domestically and internationally.
Increase your chances to get hired by Learning Spoken English
Learning English opens doors to prestigious jobs in fields like tourism, international business, and more, significantly enhancing future prospects Beyond professional settings, English serves as a means of personal connection, reflecting individual traits While traditional schools and textbooks are widely available for language learning, they primarily cover vocabulary and grammar basics To achieve true proficiency in speaking and understanding English, engaging in practice with native speakers is essential, though such opportunities can often be scarce.
Not everyone has the chance to study abroad in the US, UK, or other English- speaking nations.
Learning English offers significant advantages, particularly in enhancing communication with people globally Beyond professional settings, many individuals appreciate the opportunity to connect with diverse cultures and forge friendships with pen pals from different countries The Internet facilitates this interaction, making it quick and accessible for anyone looking to expand their social network.
Knowing Spoken English can broaden the types of people you can speak to,whether it’s via email or on an online discussion forum
For anyone interested in traveling to countries in which English is the primary or common language, it is often essential to understand and speak it.
Throughout the UK, US, and Canada, traveling and shopping are often made easier by speaking the language since many individuals may not speak any other language.
Learning Spoken English offers significant advantages, particularly in enhancing travel experiences by enabling easier communication with locals This skill allows travelers to discover hidden gems and local events that might otherwise go unnoticed Additionally, since many Europeans study English in school, proficiency in the language can be beneficial even in countries where it is not the primary language spoken.
Learning English language takes time and dedication Speaking effective English is possible if you are determined.
Importance of English communication skills in hospitality career
The hospitality industry offers diverse career paths and advancement opportunities; however, proficiency in English is crucial for accessing these prospects Effective communication in English is essential for success in any location, making it a vital skill for professionals in the hospitality sector worldwide.
In today's interconnected world, English has emerged as a global language, playing a crucial role in various aspects of life, particularly in the hospitality industry Its widespread use facilitates effective communication among diverse cultures, enhances customer service, and supports international business operations Understanding English is essential for hospitality professionals to meet the needs of global travelers and provide exceptional experiences.
Proficiency in English significantly enhances hotel receptionists' ability to perform their duties effectively and paves the way for career growth If you have any doubts about the crucial role of English for receptionists, I'm here to clarify its importance.
Receptionists play a crucial role in shaping the brand image of hotels as they frequently interact with customers With the growing trend in the service and tourism industry, hotels in our country are increasingly attracting international guests Consequently, receptionists must possess not only professional skills but also proficiency in foreign languages, particularly English, to effectively serve diverse clientele.
1 Knowing English, reception staff can easily handle work not only in the 4- star or 5-star hotels but also in the food and beverage businesses English is also used in the menu, invoice or voucher The receptionist will handle the vouchers and invoices associated with the operation of the Restaurant - Hotel So knowing English is a must for any receptionist If your English is better, then your job will be done more easily and smoothly.
2 Knowledge of English helps reception staff to support and serve the best when pursuing a career in the service industry; you must understand that you not only receive domestic customers but also many customers from other countries around the world And English - the global language is the bridge to help receptionists and foreign customers exchange with each other With knowledge of English, you will be convenient to communicate with guests, from which quickly understand their needs to serve the best customers In addition, when foreign clients need advice, English speaking receptionists can understand and support them more conveniently.
3 A Good command of English offers an opportunity to promotion for receptionists
Receptionists have significant opportunities for career advancement, with potential promotions to positions such as Chief of the Lobby, Lobby Supervisor, Assistant Director of the Lobby Section, and ultimately Lobby Director In addition to professional skills, proficiency in English is essential, as higher roles involve broader interactions with customers and partners Limited English skills can hinder job performance, making English proficiency a crucial factor for career growth in the hospitality industry.
Barriers to effective communication
Interpersonal communication can often fail due to misunderstandings, where the message conveyed by the sender is not received as intended To ensure clarity and effectiveness in communication, it is crucial for the communicator to actively seek feedback, confirming that their message has been understood correctly.
To be an effective communicator, it is essential to master skills such as Active Listening, Clarification, and Reflection Additionally, one must recognize and address the barriers to effective communication to enhance understanding and connection.
Effective communication can be hindered by various barriers that may arise at any point in the process These obstacles can distort your message, leading to confusion and misunderstandings, ultimately wasting both time and money.
Effective communication involves overcoming these barriers and conveying a clear and concise message.
Common Barriers to Effective Communication:
• The use of jargon Over-complicated, unfamiliar and/or technical terms.
Emotional barriers and societal taboos often hinder individuals from expressing their feelings openly Topics such as politics, religion, disabilities—both mental and physical—sexuality, racism, and unpopular opinions frequently remain off-limits in conversations, making it challenging for people to engage in meaningful discussions.
• Lack of attention, interest, distractions, or irrelevance to the receiver
• Differences in perception and viewpoint.
• Physical disabilities such as hearing problems or speech difficulties.
Physical barriers significantly hinder non-verbal communication, as the inability to observe cues such as gestures, posture, and body language can diminish the effectiveness of interactions Communication methods like phone calls and text messages, which depend on technology, often fall short compared to the richness of face-to-face exchanges.
• Language differences and the difficulty in understanding unfamiliar accents.
• Expectations and prejudices which may lead to false assumptions or stereotyping
People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.
Cultural differences significantly influence social interaction norms and emotional expression For instance, the perception of personal space can differ widely across cultures and various social contexts, highlighting the importance of understanding these variations in communication.
Besides, there are some other barries when communicating
1 Physical Barriers: this has to do with poor or outdated equipment used during communications, background noise, poor lighting, temperatures that are too hot or too cold.
2 Attitudes: emotions like anger or sadness can taint objectivity Also being extremely nervous, having a personal agenda or “needing to be right no matter what” can make communications less than effective This is also known as
3 Language: this can seem like an easy one, but even people speaking the same language can have difficulty understanding each other if they are from different generations or from different regions of the same country Slang, professional jargon and regional colloquialisms can even hurt communicators with the best intentions.
4 Physiological Barriers: ill health, poor eyesight or hearing difficulties, pain.
5 Problems with Structure Design: companies or institutions can have organization structures that are not clear, which can make communications difficult.
Also to blame for faulty communications are bad information systems, and lack of supervision or training of the people involved.
6 Cultural Noise: people sometimes make stereotypical assumptions about others based on their cultural background.
7 Lack of Common Experience: it’s a great idea to use examples or stories to explain a point that is being discussed However, if the speaker and the audience cannot relate to these examples because they do not have the same knowledge or have not shared the same experiences then this tool will be ineffective.
8 Ambiguity and Abstractions Overuse: leaving things half-said, using too many generalizations, proverbs or sayings, can all lead to communications that are not clear and that can lend themselves to misinterpretations.
9 Information Overload: it takes time to process a lot of information and too many details can overwhelm and distract the audience from the important topics.
10 Assumptions and Jumping to Conclusions: This can make someone reach a decision about something before listening to all the facts.
RESEARCH FINDINGS
Communication environment
At Super Hotel, effective English communication is essential, as it enables seamless interactions between the staff and the diverse clientele from around the globe With hundreds of guests arriving daily, the receptionists are trained to possess strong communication skills, ensuring exceptional service and a welcoming experience for all visitors.
However, communication with customers is not always successful and effective Just as barriers to communication are commonplace, the receptionist's English communication also has similar difficulties and barriers.
A survey was conducted to identify the challenges faced by receptionists in communicating with customers, particularly focusing on the significant presence of Japanese guests in hotels The findings revealed various difficulties in effective communication, highlighting the need for improved language skills and cultural understanding to enhance customer service.
Survey
This chapter presents an analysis of the survey conducted among Front Office Staff and customers regarding their English communication with clients It highlights the key findings derived from the survey questionnaires, focusing on the essential information gathered from both parties The discussion centers on the implications of these findings for improving communication effectiveness in the Front Office environment.
The researcher developed an English questionnaire for 20 receptionists to identify communication challenges they face with clients, examine factors influencing their performance, and explore methods to enhance their communication skills Clear instructions were provided to ensure staff understood the purpose of the questionnaire, and they were asked to complete it carefully to prevent misunderstandings Completed questionnaires were subsequently collected for analysis.
This is the questionnaires sent to the 20 hotel’s receptionists
QUESTIONNAIRES DIFFICULTIES WHEN COMMUNICATING IN ENGISH WITH
CLIENTS OF SUPER HOTEL’S RECEPTIONISTS
1 Rate your English communication skills on a scale below
A Very good B Good C Average D Poor
2 How often do you have difficulty when communicating with guests in English?
3 Chose one of these guests make you the most difficult to communicate with in English
A British B American C Japanese D French E Another
4 Which is the biggest barrier prevents you from a sucessful communication with them?
A Pronunciation B Listening C Both A and B D Others
5 Do you think Super Hotel’s Japanese guests communicate well in English?
6 What are the problems of their English skills?
C Restriction in Japanese consonants and vowels D Others reasons
7 Which is the most difficult communicating channels are you using?
A Email B Telephone C Talking face to face D Another
8 Please suggest somes methods to solve the problems when communicating with guests in English
Question 1: Rate your English communication skills on a scale below
Scale Number of responses (No./20)
As the result above, we can see that most of the staffs are confident of their English communication skills There are 7 out of 20 people selected "Very good".
12 out of 20 selected "Good" Only one person selected "Average" And no one selected "Poor".
Effective English communication skills and confidence are crucial for success in the hotel industry, where professional and adaptable communication is essential.
To work as a professional receptionist, your English communication skills can be
"Good" or "Average" but absolutely not "Poor" Especially ís working in a large international hotel.
Question 2: How often do you have difficulty when communicating with guests in English?
Chart 1: Percent of having difficulty when communicating with guests in English
According to the survey, most people choose "Sometimes" (85% of respondents)
The number of people choosing "Often" is 13% and the number of "Always" is just 2% No one chose “Never”
According to survey results in question 1, most staff has good communication skills and confidence in their English communication skills
However, in question 2 there seems to be a contradiction when 85% of the respondents choose "Sometimes" when asked "How often do you communicate with the customer in English"
Effective English communication skills significantly reduce barriers when interacting with customers, enabling professionals to address issues confidently and proficiently Super Hotel Ha Noi Old Quarter, ranked 128 out of 613 hotels in Hanoi, is recognized for its staff's strong foreign language abilities However, even with good language skills, challenges remain, particularly in interactions with foreign guests, where vocabulary, word usage, contextual understanding, and cultural differences can complicate communication.
What exacly are those difficulties? The result of Question 3 will give us a part of the answer.
Question 3: Chose one of these guests make you the most difficult to communicate with in English
American British Japanese French Another
I received an unexpected result Look at the pie chart above you can see that:
- 20% of respondents chosed "British" and 4% left chosed "American”
The survey question has yielded crucial insights into the challenges faced by the front desk staff at Super Hotel Ha Noi Old Quarter in their English communication with customers Analyzing the collected data will allow for a detailed examination of each specific factor contributing to these difficulties.
1 The differents between British English (Br.E) and American English (Am.E)
English is a complex language with a vast vocabulary, numerous grammar rules, and challenging tenses For hotel staff, one of the main difficulties in interacting with international guests is navigating various English accents With over 360 million native speakers, English is the third most popular language globally, spoken across North America, Europe, Africa, and Australia Unlike languages such as Chinese, English speakers can generally understand each other regardless of their regional backgrounds.
There are 9 different types of voices in the world when speaking English Most popular are English-American and American-English.
In general, there are 3 main differents between Br.E and Am.E
• Pronunciation: varies in both vowel and consonant, as well as emphasis and intonation
• Vocabulary: different in nouns and verbs, especially the use of phrases verb
• Spelling: different in the form of prefixes and suffixes.
The difficulty of understanding English varies based on individual communication habits In Vietnam, the Ministry of Education primarily emphasizes British English with a formal style in its teaching programs However, many learners discover that the vocabulary and grammar taught in schools are often complex and seldom used in everyday conversation by native speakers As a result, this disconnect leads to challenges in effectively communicating with Americans or other English speakers who use a more flexible and practical approach to the language.
American English is characterized by its liberal and informal nature, often employing simplified language for comfortable communication This approach can result in a rapid speech pace that may be challenging for non-native speakers to follow.
On the other hand, for those who think that communication with British- English speakers is difficult, the main reason probably comes from the use of special English words.
The differences between British and American English can lead to misunderstandings in conversations, particularly with terms like "first floor." In British English, the ground floor is referred to as the "ground floor," while the upper level is called the "first floor." Conversely, in American English, the "first floor" denotes the ground level of a building However, both dialects agree on the term "basement" for the lower level.
Not only the difference in vocabulary, the differences in pronunciation also makes it difficult for us to communicate with speakers.
The table below compares the difference in the pronunciation between the two these types of voices:
Characteristics British English – Br.E American English – Am.E
- Pronounced very strong and clear, the tongue bent back into
Example: ã Car [(Br.E) kaː] [Am.E) kaːr] ã Floor [(Br.E) flɔː] [Am.E) flɔːr] ã Board [(Br.E) bɔːd] [Am.E) bɔːrd] ã Bare [(Br.E) beə ] [Am.E) ber]
Still pronounced "t" clearly and accuratly
Lighter pronounces, which tend to replace "t" with "d"
Examples: ã Item: [(Br.E) aɪ.təm ] [Am.E) aɪ.dəm ] ã Bottle [(Br.E) bɔtl ̩] [Am.E) ba:dl] ã Computer [(Br.E) kəm’pju:tə] [Am.E) kəm’pju:dər] ã Letter [(Br.E) ‘letə] [Am.E) ‘ledər]
The secret to pronounce this vowel is opening mouth as is preparing to say “a”, but from that position, try to sound “e”.
Fast [(Br.E) fɑːst ̩] [Am.E) fổst]
Staff [(Br.E) stɑːf ̩] [Am.E) stổf]
Cat [(Br.E) kɑːt] [Am.E) kổt]
Vowel o (box, top, hot, god)
- Is pronounced round mouth is / ɒ / - Is pronounced into /a:/
Document [(Br.E) dɒkjʊmənt ] [Am.E) dɑːkjʊmənt]
Occupied [(Br.E) ɒkjʊpaɪd ] [Am.E) ɑːkjʊpaɪd]
Copy [(Br.E) kɒpi ] [Am.E) kɑːpi]
Monitor [(Br.E) mɒnɪtə ] [Am.E) mɑːnɪtə ]
Table 2:Different between Br.E and Am.E
2 The difficulties when communicating with French
France is also the familiar market of the Super Hotel Although not the main market, the number of French tourists staying at the hotel is the largest.
Among 20 receptionists, only two of them can speak French But due to not really good at French, the main language of communications with these guests is English
Numerous studies indicate that, despite being a member of the European Union, the French exhibit a low proficiency in English and seldom use the language in their daily lives A report released in November highlighted that France ranks as the lowest among European countries in terms of English-speaking skills.
The recent correspondence from French President Francois Hollande to US President Barack Obama has sparked concerns regarding the English proficiency of the French populace Hollande's sign-off, "Friendly, Francois Hollande," has been criticized for its lack of conventional closing phrases such as "Best wishes," "Sincerely," or "Yours faithfully," highlighting a perceived gap in English language skills among the French.
Recent findings indicate that not only are students struggling with English proficiency, but French adults also appear to be distancing themselves from the language A survey conducted last year revealed that the primary complaint among TV and radio audiences was the frequent use of what they deemed "unnecessary English words."
In addition, foreign travelers feel that if they do not learn some basic French communication, they will be ignored.
All of this has created a huge rumor that the French do not speak English at all.
After extensive experience working with French guests, I have found that the belief that the French do not speak English is largely inaccurate In reality, many young people in France are fluent in English and can communicate effectively However, it is true that older generations tend to have limited English-speaking abilities.
French Communicating in English with older French people is impossible That’s one of the difficulties Super Hotel’s receptionists facing with
Communicating with French guests in English can be challenging due to their unique pronunciation For instance, searching for "French humberger" reveals numerous humorous videos highlighting the difficulties French speakers face when trying to say, "I would like to buy a humberger." A common issue is their struggle to articulate consonants, particularly the [h] sound at the beginning of English words.
Furthermore, when I talk to the French people, I find that most of the [θ] sounds in the word "thank" [θổŋk] are read by the French [s].
This makes it difficult for the receptionist to solve customer problems.
One challenge in learning English for French speakers is the presence of similar words with differing pronunciations Often, French speakers may unconsciously use French vocabulary while speaking English, leading to confusion for listeners For instance, words like "librairie" (library), "spécialement" (especially), and "caméra" (camera) illustrate this issue, as their meanings may not be immediately clear in conversation.
2 The difficulties when communicating with Japanese
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Get acquainted with the many intonations of multipal English speakers around
There are approximately nine distinct English intonations globally, with variations in phonetics and pronunciation across regions Communicating with someone who speaks an unfamiliar accent can be quite challenging.
So the first thing you have to do is search for videos on the internet to get acquainted with the English accents from so many countries in the world.
Recognizing the special things of Japanese when they speaking English
Receptionists at Super Hotel should enhance their understanding of the English pronunciation used by Japanese guests To achieve this, it is essential to practice listening regularly, which will improve comprehension of how Japanese individuals articulate English words.
In the Japanese language, numerous words are derived from English but are pronounced with a Japanese intonation For instance, the English word "restaurant," pronounced [res.tə.rɑːnt], is adapted in Japanese as [resutoran], where the final consonant /t/ is omitted.
Improving the technical terms related to hospitality
In the hospitality industry, effective communication is essential, requiring a strong command of polite and formal language Familiarity with technical terms used in hotels enhances your ability to interact fluently and professionally with customers in English.
Improving your pronunciation
To effectively communicate, mastering listening skills is essential before attempting to speak Distinguishing between similar sounds can be challenging; for instance, can you tell the difference between "sleep" and "slip," or "chin" and "shin"? By improving your ability to hear these subtle differences, you will find it much easier to articulate them correctly.
To improve your English pronunciation, immerse yourself in authentic spoken language by watching videos online By closely imitating the professional pronunciation you hear, you enhance your listening skills, which in turn boosts your speaking abilities.
Using body language if necessary
Creating a welcoming atmosphere in hotels relies heavily on effective body language, which can convey messages beyond the limitations of spoken language In a multicultural setting, it is crucial to choose body language cues thoughtfully to ensure clear and respectful communication.
Not all countries have the same body language To be able to use body language in a professionally and politely is nothing else than to observe and study hard.
In conclusion, effective communication, particularly in English, is crucial in both personal and professional settings This is especially true in hospitality roles, such as receptionists in hotels, who must possess strong oral and written English skills While the job can be stressful and demanding, often involving interactions with diverse cultures and varying intonations, it also provides an excellent opportunity for employees to enhance their English communication abilities and develop valuable skills in a dynamic environment.
Understanding the problems during communication will help us find effective solutions to overcome weaknesses and improve our English communication skills for a successful communication with customers.