(LUẬN VĂN THẠC SĨ) English telephone reservation conversation from a conversation analysis perspective

1 VIETNAM NATIONAL UNIVERSITY, HANOI UNIVERSITY OF LANGUAGES AND INTERNATIONAL STUDIES FACULTY OF POST- GRADUATE STUDIES -*** - NGUYỄN THỊ THÚY ENGLISH TELEPHONE RESERVATION CONVERSATION FROM A CONVERSATION ANALYSIS PERSPECTIVE (ĐẶT PHÒNG QUA ĐIỆN THOẠI BẰNG TIẾNG ANH TỪ GĨC ĐỘ PHÂN TÍCH HỘI THOẠI) Minor thesis Field: English Linguistics Code: 60 22 15 HANOI - 2010 TIEU LUAN MOI download : skknchat@gmail.com VIETNAM NATIONAL UNIVERSITY, HANOI UNIVERSITY OF LANGUAGES AND INTERNATIONAL STUDIES FACULTY OF POST- GRADUATE STUDIES -*** - NGUYỄN THỊ THÚY ENGLISH TELEPHONE RESERVATION CONVERSATION FROM A CONVERSATION ANALYSIS PERSPECTIVE (ĐẶT PHỊNG QUA ĐIỆN THOẠI BẰNG TIẾNG ANH TỪ GĨC ĐỘ PHÂN TÍCH HỘI THOẠI) Minor thesis Field: English Linguistics Code: 60 22 15 Supervisor: Prof Nguyễn Hòa HANOI - 2010 TIEU LUAN MOI download : skknchat@gmail.com TABLE OF CONTENT OF “ENGLISH TELEPHONE RESERVATION CONVERSATION FROM A CONVERSATION ANALYSIS PERSPECTIVE” Page Retention and use of the paper i Acknowledgements ii Abstract iii Table of contents iv List of tables vi PART A: INTRODUCTION 1 Rationale Objectives and research questions of the study Scope of the study Organization of the study PART B: DEVELOPMENT Chapter 1: LITERATURE REVIEW 1.1 Conversation Analysis 1.1.1 Definition of Conversation 1.1.2 Conversation Analysis versus Discourse Analysis 1.2 Telephone conversation 1.2.1 Openings 1.2.2 Topic talk 1.2.3 Closings 10 1.3 Speech acts 12 1.3.1 Illocutionary act 13 1.3.2 Direct and indirect speech act 14 Chapter 2: METHODOLOGY 15 2.1 Research questions 15 2.2 Data collection methods 15 2.3 Participants 16 2.4 Data analysis framework 17 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective Chapter 3: FINDINGS AND DISCUSSION 20 3.1 Findings 20 3.1.1 Openings 20 3.1.2 Topic-talk 23 3.1.3 Closings 28 3.2 Discussions 30 3.2.1 Typical procedure of opening a telephone reservation conversation by receptionists 30 3.2.2 Speech acts used by hotel receptionists in collecting guest‟s information for reservation 32 3.2.3 Ways used by hotel receptionists in closing telephone reservation conversation 35 PART C: CONCLUSION 37 Conclusion 37 Suggestions for further study 38 REFERENCES 39 APPENDIX 40 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective LIST OF TABLES Table Detailed information included in self-identification by the called Table International Phonetic Alphabet Table Specified needs of customer TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective PART A: INTRODUCTION In this chapter, the following aspects are covered: - Rationale – reasons for choosing the research topic - Aims and significance of the study - Scope of the study, and - Organization of the study Rationale Nowadays, telephone is considered an effective tool to connect people around the world In the business world, telephone also serves a significant function for trading, sales, marketing and keeping traces of customers for it has prominent and outstanding features such as instant, convenient and cheap However, to communicate successfully through telephone is not a simple task for participants when the caller cannot see the called and their non-verbal gestures Apart from linguistic competence, telephone etiquette is also important in business It seems that much has been said and done about telephone conversation within pragmatics and conversation analysis field and such names as Levinson, Marknee, Sacks, Schegloff Jefferson, have become familiar in the researcher circle Although the structure of telephone conversation has been studied and used to explain and organize a wide variety of circumstances, it is limitedly and inconclusively used to explain cases of telephone conversations in hotel while hotel is one business field that mainly lives on telephone system and almost all matters in this kind of business are dealt with via telephone With high interest in this area, I decided to a research in order to have a more insightful view of this interactional behavior Apart from personal interest, I have received ideas and suggestions from my colleagues and friends about their confusion in not yielding a satisfactory reservation conversation I am working in an international relations department and the work requires a lot of hotel reservation via telephone However, many hotel receptionists who speak English as a foreign language face some problems and need to improve for a better image of the hotel as well as providing a higher service quality TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 37 provides an answer to the summons of ringing tone caused by the caller and may be understood as “I‟m hearing, I‟m ready to talk with you…” Therefore, it should be replaced with an alternative expression like aforementioned structure to avoid lengthy and wordy greeting 3.2.2 Speech acts used by hotel receptionists in collecting guest’s information for reservation Research question looks into the speech acts applied by receptionists to gather necessary information from the customers in topic talk which deals with features including coming and leaving date, room price, specific room requirements and reservation number The first information that receptionists must face with is the arrival and departure date which can be conveyed by initial utterance of the customer or gasped via a couple of adjacency pairs The main responsibility of the receptionist in this step is to check room availability during the stay requested In many cases, if the room is not available on requested day due to full vacation or reservation, the receptionist should advise their guest to change the date or avoid the peak season for matching room provision This task requires the flexible, tactful as well as skillful negotiation strategy from receptionists Receptionists should thoroughly consider room availability, hotel obligation and regulation to make negotiation with customers Sometimes, they should raise customer‟s awareness of difficulty in reserving rooms in the peak season Guest‟s name and identification information therewith were the next thing that receptionist took into consideration The findings exposed that not all receptionists were excellent at English to make sure a smooth conversation without any mistakes concerning language competence The evident was that many reservation conversations needed repairing, mostly in terms of spelling However, some receptionists were quite tactful and professional in applying International Phonetic Alphabet to avoid spelling mistakes as followings: Letter A Sample Alfa TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 38 B Bravo C Charlie D Delta E Echo F Foxtrot G Golf H Hotel I India J Juliet K Kilo L Lima M Mike N November O Oscar P Papa Q Quebec R Romeo S Sierra T Tango U Uniform V Victor W Whiskey X X-ray Y Yankee Z Zulu TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 39 Table International Phonetic Alphabet Regarding room rate, receptionists often introduced from higher class of room to lower ones so that they could show the customers their best service and boost the highest business revenue possibility The flexibility of receptionists was shown in the way they arrange suitable room with requirements of limited finance and time Specific requirements are optional part in reservation conversations However, this is a very important and seen as the decisive factor for a successful reservation Receptionists all fully understood that if the hotel could not provide customers with their special type of room or facilities, then they would lose a guest and the reservation would break Speech acts that they often used in supplying this kind of information aimed at finding suitable rooms for particular types of guests They usually made guesses to meet the expectations of identified customer types Followings are the summary of general expectations in accordance with customer types Customer type Examples of needs/expectations Business person Prompt service and availability of data connectivity in their room Honeymooners Discreet service and privacy Family group Child minding and value for money Young single person Entertainment and sporting activities Overseas tourist Local and tourist attractions, currency/travellers cheque exchange and language interpreter Aged person Possible disability access and/or special meals Table Specified needs of customers Another skill in receiving telephone calls is the way to listen properly Passive listening is simply allowing the caller to talk and not taking any actions to ensure we have the right message Actively listening means first indicating to the caller that receptionists are listening by interrupting in an encouraging manner - interruptions could be “yes”, “I see,” “Okay”, “right,” “I know what you mean”, or they could be prompts to encourage the caller to say more: “is that true?”, “are you sure?”, etc And secondly active listening means asking TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 40 questions or using prompts to ensure that the caller gives precise information so that the message received is accurate and adequate Last but not least, the number of reservation should be repeated to the customers so that they can get check-in arrangement quickly and easily This speech act will be really meaningful and helpful if, due to computer errors or other accidents, the hotel might not save the room which has been already reserved in advance by a customer In this case, the reservation number that receptionists have provided to that customer will become an important evidence for handling 3.2.3 Ways used by hotel receptionists in closing telephone reservation conversation Research question investigates the closing ways taken by receptionists Firstly, before closing the call receptionists must make sure that the caller has no more queries Pre-closing turns applied by receptionists were often in the shape of the confirmation of a complete reservation procedure with full information needed such as OK, You're all set or We look forward to your visit or Okay, Mr Maexner, we look forward to seeing you on March 20th This kind of speech acts could literally tell the caller that he/she has fulfilled the reservation After that, a real good-bye was performed and thanking the caller was followed then The normal routine consists of a re-thank you and the willingness to see the customers on arrival day As seen in the findings, most of customer expected to receive the acknowledgement from the called and this is considered an important point that receptionists should pay attention to Besides, one more popular way employed by receptionist to leave the last impression on the caller was that they often added some more attractive information which may be an advantage or noticeable service of hotel guests should know or a friendly reminder of the time for a proper check-out This re-opening showed a tactful skill of professional service and marketing Lastly, regarding the action of hanging up, the findings suggested that receptionists should wait for the hanging up signal from the caller before putting the receiver down to save psychological feelings TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 41 PART C: CONCLUSION In this final chapter, the research results are summarized and implications as well as suggestions for further study are also included Conclusion The objectives of this study are to figure out the most popular procedure of reservation through the speech acts employed in conversation by hotel receptionists in formal setting, thereafter to find out the ways to achieve better successful reservation Through analysis of researched conversations and questionnaires, the results of this study indicate that: (1) When opening a reservation conversation via telephone, receptionists should promptly answer the summons within rings to maintain guest‟s interest Appropriate greetings including the name of division and speakers should be said to the guest together with an appreciation, which can replace a normal greeting in person conversations (2) In information collecting, a skillful receptionist should be flexible in arranging rooms in suitable time with appropriate reasons Spelling confirmation through International Phonetic Alphabet was another way in avoiding mistakes during information gathering Customer types and general expectations and needs along were identified to direct the receptionists towards the right track when giving customer room advice Listening skills were always necessary for any communication transaction, but they were especially important in getting information from customer through telephone Finally, reservation identification was delivered to customer for administration and management (3) A complete closing often consisted of a pre-closing signal followed by a real good-bye expression and sometimes ended with a re-opening Re-opening was considered a tactful skill employed by receptionists There was also some meaningful message in the action of hanging up the phone Under any circumstances, receptionists should hang up later as a respectful sign to their TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 42 customer Lastly, the wish to hear an acknowledgment of a great proportion of customers should be paid attention to and responded The results lead to the implications that in order to become a successful receptionist in particular and a good communicator in general, learners of English should be well aware of linguistic competence and professional knowledge of hotel services Suggestions for further study The focus of this study is mainly on the procedures used by receptionists in English telephone reservation conversation in formal setting Despite the effort to analyze in detail the collected data, there are still limitations and unexpected shortcomings due to the shortage of time and the small scope of the study The results would be more exact and convincing if there were more participants involved in the research and more dialogues were collected Therefore, a similar research on a larger scale with more detailed analysis is advisable to achieve more valid conclusion Furthermore, it would be more complete if the study could cover strategies imported by the caller or customers themselves in reservation and if the researched conversations were studied from various directions such as between speakers of different social statuses, background and culture or in combination with non-verbal gestures To discuss the topic to the full, studies on other factors affecting telephone reservation conversations are also recommended Last but not least, any critical comments and further contributions to the paper will be highly appreciated TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 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http://freeonlinesurveys.com/ TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective(LUAN.VAN.THAC.SI).English.telephone.reservation.conversation.from.a.conversation.analysis.perspective 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