ABSTRACT
Topik yang saya angkat di tugas akhir saya adalah kesukaran saya ketika berkomunikasi dengan klien-klien asing yang berasal dari India, Korea Selatan, dan Arab. Selama saya magang di Vista International Corporation saya mendapat pengalaman untuk bekerja sebagai resepsionis. Tanggung jawab utama saya adalah membantu peserta tes dari TOEFL IBT ketika melakukan registrasi sebelum tes berlangsung.
Penyebab-penyebab kesukaran yang saya alami adalah, pertama, saya tidak terbiasa dengan aksen India, Korea Selatan, dan Arab dari klien-klien asing. Kedua, kurangnya kosakata dalam Bahasa Inggris yang saya kuasai. Masalah yang saya hadapi berdampak terhadap kinerja saya. Dampak yang saya rasakan adalah klien-klien asing menjadi tidak puas dengan kinerja saya. Kemudian, saya menjadi tidak percaya diri saat berkomunikasi dengan mereka. Saya harus
berkomunikasi secara perlahan.
TABLE OF CONTENT
ABSTRACT ... i
DECLARATION OF ORIGINALITY ... ii
ACKNOWLEDGMENTS ... iii
TABLE OF CONTENT ... iv
CHAPTER I. INTRODUCTION ... 1
A. Background of the Study B. Identification of the Problem C. Objectives and Benefits of the Study D. Description of the Institution E. Method of the Study F. Limitation of the Study G. Organization of the Term Paper CHAPTER II. PROBLEM ANALYSIS ... 6
CHAPTER III. POTENTIAL SOLUTIONS ... 9
CHAPTER IV. CONCLUSION ... 12 BIBLIOGRAPHY
APPENDICES:
A. Appendix 1: Flowchart
B. Appendix 2: Company History
C. Appendix 3: Confidentiality Statement
CHAPTER I
INTRODUCTION
A.
Background of the Study
English is recognized as the international language of communication
throughout the world. Effectiveness of the used of English language depends on the communication skills. “Communication skills are important to everyone – they are how we give and receive information and convey our ideas and opinions with those around us. Communication comes in many forms: Verbal (sounds, language, and tone of voice); Aural (listening and hearing); Non-verbal (facial expressions, body language, and posture); Written (journals, emails, blogs, and text messages); Visual (signs, symbols, and pictures)” (“Mastering Soft Skills for Workplace Success,” n.d.). In this term paper, I will mainly focus on Verbal and
Aural form of the communication skills related to my problem of difficulties in communicating with foreign clients.
them to wait for further information about the test from my supervisor. On the contrary, I realized that the reality was different from what I thought. I faced foreign clients of different nationalities and I experienced difficulties in
communicating with them. As a matter of fact, I found difficulty in listening to what they said and to express what was on my mind. I thought that this problem would affect my performance. Therefore, I decided to analyze the topic in order to find the best solutions which will overcome my difficulties in communicating with the foreign clients.
B.
Identification of the Problem
The problem that I am going to discuss in this paper is formulated as follows: 1. Why did I have difficulties in communicating with foreign clients during my Internship as an TOEFL IBT receptionist at Vista International Corporation? 2. How did the problem influence me and the clients?
3.
How should I overcome the problem?C.
Objectives and Benefits of the Study
The objectives of the study are to analyze the topic. Then, discover the causes and the effects of the problem in order to find the best solutions which can overcome my problem.
receptionists who have similar responsibility like me in assisting the foreign clients during registration before they take the test. They can solve the problem by using the solutions given in this term paper. Finally, for me, the benefit is I will be able to know how to solve my problem effectively.
D.
Description of the Institution
Vista International Corporation established in 1998 (“Company Profile,” n.d.). VIC vision is to become a market leader in Indonesia, by committing in study overseas preparation and consultation, well-known for its good reputation and recognized by various national or international institutions (“Vision and Mission,” n.d.). VIC mission is giving high quality service of love, commitment, and
professionalism to every student by preparing their English skills and fulfilling
their needs of study overseas. (“Vision and Mission,” n.d.).
Vista International Corporation is engaged in the field of education, especially in study overseas preparation. There are five divisions in VIC, first, Vista
Education Service/ Vista Education, second, English Courses/VIP, third, Vista Hospitality X-pert/ VHX, forth, Vista Art and Design/ VAD, and finally,
International Test Center for Test of English as a Foreign Language/TOEFL IBT
and International English Language Testing System/IELTS (“Company Profile,”
n.d.).
Until the year of 2015, Vista International Corporation successfully has opened
ten branches in five major cities in Indonesia (“Company Profile,” n.d.). Based on
at North Jakarta. In 2001, They has opened VIP at East Surabaya. In 2004, they has opened Vista Education and VIP at West Surabaya. In 2005, They has opened Vista Education at South Jakarta. In 2008, they has opened VIP at Bandung. In 2009 they has opened Vista Education and VIP at Denpasar, and finally, in 2011, they has opened Vista Education and VIP at West Jakarta.
E.
Method of the Study
The data used in this term paper is proccessed by a research from two sources. I collected theories from book sources and electronic sources. The data is used to analyze the causes, effects, and to find potential solutions along with the potential positive and negative effects.
F.
Limitation of the Study
The focus of my study is to analyze my difficulties in communicating with the foreign clients. The subjects of the research are the foreign clients who came from India, South Korea, and Arab. The internship conducted from 15 January 2016 until 20 February 2016.
G.
Organization of the Term Paper
CHAPTER IV
CONCLUSION
In this chapter, the analysis of the term paper will be concluded. I would like to summarize the previous chapters before reaching the conclusion. Firstly, I had the internship from 15 January to 20 February 2016 and I experienced difficulties in communicating with foreign clients. The problem appeared because I was not familiar with foreign accents and I lack of adequate English vocabulary. The effects of the problem are I failed to satisfy the clients with the service, I did not feel confident to communicate with foreign clients, and I made slow
HANDLING MY DIFFICULTIES IN
COMMUNICATING WITH FOREIGN CLIENTS AS A
TOEFL IBT RECEPTIONIST AT VISTA
INTERNATIONAL CORPORATION
A term paper
submitted to DIII Programme for English at Maranatha Christian University
Erwin Yonathan
1143018
DIII Programme for English
Faculty of Letters
Maranatha Christian University
Bandung
ACKNOWLEDGMENTS
First of all, I would like to express my gratitude to God for His blessing because He has given me strength to complete this term paper. I am also grateful to my supervisor, Dra. Irene L. Kendra, M.M. who has been full of understanding and supportive, and therefore made it possible for me to work on the term paper. I would also like to show my thank to my lecturers, Henni, S.S., M.Hum., Lewinna Christiani Aguskin, S.S., M.A., and Fenty L. Siregar, Ph.D. for being so generous to provide me chances to work on my term paper and urged me to do better.
Furthermore, I would like to thank all of my friends who are also on the same boat with me. Their supports have motivated me to finish the term paper.
BIBLIOGRAPHY
Printed Sources
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Richard, C. (Eds.). (2008). Enhancing E-Learning with Media-Rich Content and
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Electronic Sources
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http://www.vistaeducation.com/page/v/company-profile
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Mastering Soft Skills for Workplace Success. (n.d.). Retrieved from https://www.dol.gov/odep/topics/youth/softskills/communication.pdf
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