Handling The Difficulty in Making A Small Talk To Foreigners When I Was At Executive Lounge of Hilton Hotel Bandung.

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Maranatha Christian University

ABSTRACT

Tujuan Tugas Akhir ini adalah untuk membahas masalah yang saya hadapi saat melakukan kegiatan magang di Hilton Hotel Bandung. Masalah yang saya hadapi adalah kesulitan dalam melakukan small talk atau obrolan untuk mengawali percakapan dengan orang asing.

Dalam Tugas Akhir ini saya juga menganalisis sebab dan akibat dari masalah yang saya hadapi. Penyebab masalah tersebut adalah saya kurang memiliki topic dalam small talk, saya takut untuk membuat

kesalahan, dan saya tidak mempunyai pengalaman untuk berkomunikasi dengan orang orang asing. Adapun dampak dari masalah saya tersebut adalah tamu merasa canggung, saya selalu mencari alasan untuk

mengakhiri percakapan, dan saya tidak bisa menjalin percakapan dengan tamu.

Berdasarkan penelitian yang telah saya lakukan, saya menemukan tiga solusi untuk mengatasi masalah saya. Solusi pertama adalah saya akan mempersiapkan beberapa pertanyaan untuk ditanyakan kepada tamu. Solusi kedua adalah saya akan berlatih membuat small talk

bersama kolega saya, dan solusi ketiga adalah saya akan menggunakan topik-topik dan pertanyaan-pertanyaan yang sesuai dalam small talk. Ketiga solusi di tersebut juga disertai dengan dampak positif dan dampak negatifnya.

Untuk mengatasi masalah yang saya hadapi, saya memilih ketiga solusi yang telah saya berikan sebagai pilihan solusi untuk mengatasi masalah saya. Gabungan ketiga solusi yang telah saya berikan tersebut dapat digunakan untuk membantu mengatasi masalah dalam membuat

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APPENDIX A :

FLOWCHART

Problem:

I have difficulty in making a small talk to foreigners when I was at

Executive lounge of Hilton Bandung

Effect 1 : the guests felt awkward

Effect 2 : I should always find excuses to end the conversation experience to communicate with foreigners

Potential Solution 3 : I will use relevant topics and questions in small talk

Potential Solution 2: I will practice making a small

talk with my colleagues Potential Solution 1:

I will prepare some questions to be asked to the

guest and get the guest talk Potential Negative Effect :

1. The guest may feel annoyed and tend not to answer my questions

Potential Positive Effect: therefore, I can use it frequently during the talk

2. I can ask the right questions

Potential Negative Effect : 1. I will tend to dominate to give their respond about the topic more easily

Potential Negative Effect : 1. My colleagues will find that I

am annoying

2. I will disturb my colleagues’ concerntration

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APPENDIX B:

TRANSCRIPTION OF THE INTERVIEW

Name of interviewer : Andreas Gustriawan Name of respondent : Julius Haryanto

Day and date if interview : Friday, January 25, 2013 Place of interview : Executive Lounge

Note:

A for Andreas J for Julius Interview:

A: ko, knp ya gua suka takut kalo buat kesalahan pas ngobrol sama tamu? J: ya lu itu kenapa?

A: ga tau ko, suka takut aja.

J: kalo kata gw sih wajar2 aja buat yang training kaya lu ngerasa takut pas pertama ketemu tamu, apalagi sama bule

A: nah iya bener ko, kalo sama bule suka lebih takut lagi

J: gapapa lah, nanti juga lu pasti berani. Lagian lu jg ga ad pengalaman juga kan buat komunikasi sama tamu, ya apalagi m bule. Pasti ada perbedaan sama ngobrol sama temen.

A: oo..iy sih bener ko, butuh proses lah ya ko istilah nya mah J: nah itu dre bener

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APPENDIX C:

TRANSCRIPTION OF THE INTERVIEW

Day and date if interview : Friday, January 28, 2013 Place of interview : Executive Lounge

Note:

A: ko lagi nyantai ga?

J: kenapa dre?sok sok lagi nyantai kok.

A: ini mau nanya-nanya kaya interview gitulah, hehe J: oo sok kenapa?

A: kenapa ya si tamu the kadang suka kaya yang aneh pas gua ga nyoba buat ngobrol sama mereka the?

J: oo ya iya atuh, kan kita disini kudu bisa interaksi sama tamu. Kalo lu lebih banyak diem mah hasilnya ya gitu bakal ngerasa aneh sama lu, kaya ga dihargain gitu lah. Kalo lu jd tamu, terus di gituin gimana?

A: hehe yaaa pasti ngerasa aneh juga ko, hehe

J: nahh ga jauh beda kan. Tamu yang tadi aja bilang sama gua, kenapa anak itu diem aja? ga kaya yang lain , ramah dan suka nanya2 saya. gitu

A: wah? Serius ko?

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APPENDIX D:

TRANSCRIPTION OF THE INTERVIEW

Day and date if interview : Friday, February 1, 2013 Place of interview : Executive Lounge. Note:

A: ko mau interview lagi, hehe J: hahaha sok dre

A: apa ya penyebab dari suka pengen cepet ngeudahin percakapan? Gua tu kadang suka nyiapin kata-kata buat ngeudahin percakapan.

J: yaaa itu mah banyak alesan nya, bisa karena lu kurang pengalaman kaya yang kemaren gua bilang. Atau lu gugup.

A: oo gt heeh ko

J: iya, tapi gua juga dulu sama kaya lu dre, suka pengen cepet2 ngeudahin percakapan dengan nyari nyari alasan gitu. Dan lu sama kaya gua bearti. A: haha pengen sama wae ah koko mah

J: yeehh serius ini mah haha. Lu bisa latihan dulu lah, biar biasa.

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lain lain atau sama staff yang lain juga. Dan lu juga bisa dapet masukan dari mereka, dapat info juga. Ga hanya itu lu juga bisa sharing dan nanya-nanya tentang segala hal sama mereka. Jadi nyambung kemana-kemana nantinya dre. Disamping itu juga lu kan bisa sambil latihan tuh buat belajar percakapan yang aktif, jadi buat latihan bikin small talk juga. Cuma lu juga kudu liat situasi nya, jangan sampe lu ngeganggu mereka juga. Baik itu ke tamu atau ke staff lain. Apalagi kalo staff yang lain lagi bikin laporan, lu jangan sampe ganggu konsentrasi mereka karena kalo salah bisa fatal.

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APPENDIX E:

TRANSCRIPTION OF THE INTERVIEW

Name of interviewer : Andreas Gustriawan Name of respondent : Citra Pertewi

Day and date if interview : Saturday, February 2, 2013 Place of interview : Executive Lounge.

Note:

A for Andreas C for Citra Interview:

A: mba cit, lagi sibuk ga? C: ga ko, kenapa?

A: mau nanya-nanya mba, kaya interview gitu lah hehe C: oo sok sok, kenapa?

A:kan mba cicit sering bilang tuh kudu bisa engage sama tamu, tapi gimana cara nya?saya ga bisa

C: ah kamu belum apa apa udah bilang ga bisa, kamu kudu usaha, jangan malu buat nanya nanya. Kalo kamu ga usaha ya sampai kapan juga ga akan bisa.

A: hehehe iya iya mba, saya tu aga pemalu orang nya. Tapi saya pasti bakal usaha mba hehe

C: iya gitu dong

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C : biasa sih kamu bisa nanya soal olahraga, kaya rugby atau fitnes. Bisa juga nanya suka tempat yang kaya gimana?biasa mereka suka nya ke bar gitu. Atau tentang cuaca. Itu bagus dre, kamu nanya soal topik. Soalnya buat menghindari kesalahan pemilihan topik, topik nya ga cocok gitu maksud nya. Tapi kamu pasti butuh waktu buat nyari, milih dan nyiapin nya.

A : berarti harus nyari topic yang sesuai ya mba?

C: iya bener, itu perlu dre, Cuma kamu juga harus hati hati, karena kamu cenderung bisa nguasain percakapan dan tamu pun bisa jadi bête, gitu A : oke oke mba cit, thanks yaa

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APPENDIX F:

TRANSCRIPTION OF THE INTERVIEW

Day and date if interview : Friday, February 8, 2013 Place of interview : Executive Lounge

Note:

A: ko biasa, mau interview hehe J: kenapa dre?

A: ini saya biasa suka nyiapin pertanyaan buat ditanyain ke tamu nih, efektif ga?

J: bagus sih ndre, jadi nti lu ad persiapan lah istilahnya mah. Cuma kalo kata gw ya itu kurang efektif

A: oya?kenapa tah?

J: yaa soal ny lu pasti butuh waktu kan buat bikin tu pertanyaan, yang bisa ngeganggu waktu kerja lu. Yaa tp bagus bagus aja sih dre selama ga ganggu waktu lu kerja mah. Dan sisi bagus nya yang lain lu juga jadi bisa nanya sesusatu sama tamu, ga diem aja kaya biasa.

A: oo gitu yak o. terus selain itu apalagi ko positif ny?

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J: nahh kurang lebih itu lah dre. Karena itu ga sopan dan bisa buat tamu jadi marah.

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CHAPTER I

INTRODUCTION

A. Background of the study

It is true that a small talk is really important to open a conversation with the guests. If I can have a small talk with the guests, I can be engaged with them. Afterwards, we can have a nice conversation, and I can ask them for feedback about the facilities and service of the hotel. Small talk makes me really easy to connect with them.

In hospitality industry making a small talk to someone new is important, because a small talk can help us to have opportunities to communicate with others especially with the guests. In the article “How to Make Small Talk and Start Conversations: Ideas, Topics and Importance of Small Talk”, it is stated that even the shortest of chats can help you connect and network, an advantage that is very handy in professional environments (par.3).

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to do. As an example, when I had to deal with foreigners I just smile to them without saying anything, because I did not know how to make a small talk. Therefore, by conducting this study, I hope that I can find the solutions to solve my problem.

B. Identification of the Problem

The problem discussed in this term paper is stated in the following questions :

1. Why did I have difficulty in making a small talk with foreigners?

2. How could this difficulty in making a small talk influence me to communicate with the guests?

3. How can I overcome my problem in making a small talk with foreign guests at Hilton Hotel?

C. Objectives and benefits of the study

The objectives of my study are to find out the causes and effects of my difficulty in making a small talk with foreign guests and to find the solutions to solve this problem.

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foreigners in my working place.

D. Description of The Institution

Hilton Hotel Bandung is located on Jl. HOS Tjokroaminoto no. 41-43, Bandung. It was built in 2007 and completed in 2009, and it opened on March 21, 2009. The first General Manager was Mr. Peer Norsel (March 2009-June 2012), and the second General Manager is Mr. Scott Wilson. This hotel is a very good place for business and leisure, because it has many facilities such as meeting rooms, Executive Lounge, Magma Lounge and Grand Ballroom and Business Centre. It also has Rooftop swimming pool with a good view, a kids centre, a spa and a gym. The total number of rooms is 186, consisting of 118 Deluxe Rooms, 45 Executive Rooms, 19 Executive Plus Rooms, 3 Junior Suite Rooms and 1 Presidential Suite Room. It also has 2 restaurants, they are Purnawarnan Restaurant, Fresco (Italians Restaurant), and Magma Lounge. Hilton hotels has a vision, which is to fill the earth with the light and warmth of hospitality, and its mission is to be the preeminent global hospitality company - the first choice of guests, team members, and owners alike. (Source: General Information for Trainee)

E. Method of the study

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staff, moreover, I browsed the Internet and did library research to get the relevant theories.

F. Limitation of the study

This study is based on my experience as a trainee in Executive Lounge Department when I was doing my internship at Hilton Hotel Bandung from 2nd January until 31th March 2013. The subject of the study is I, myself, as a trainee in Executive Lounge at Hilton Hotel Bandung.

G. Organization of the term paper

This term paper starts with Abstract, which contains the summary of the term paper in Bahasa Indonesia. It is followed by Declaration of Originality, which contains the statement of the term paper’s originality. After that, there is Acknowledgements, which contains the expression of gratitude for the people who has supported me in writing this term paper. Next, there is Table of Contents that shows the titles and subtitles of each chapter.

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fourth chapter is Conclusion. It states the best solution, supported by logical and systematic reasons.

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CHAPTER IV

CONCLUSION

When I did my internship at Hilton Bandung Hotel as a trainee at Executive Lounge, I had difficulty in handling the difficulties in making a small talk with foreigners. The causes of the problem are I lack of small talk topics, I was afraid to make a mistake, and I had lack of experience to communicate with foreigners. Besides the causes, the problem has some effects, which are the guests felt awkward, I should always find excuses to end the conversation, and the last is I could not engage with the guests. After analyzing the causes and effects I have found some potential solutions to solve my problem. The first potential solution is I will prepare some questions to be asked to the guest. The second is I will practice to make a small talk with my colleagues. And, the third is I will use relevant topics and questions in small talk.

For the best solution to my problem I will combine those three potential solutions that I have mentioned before which are I will prepare some questions to be asked to the guest, I will practice to make a small talk with my colleagues, and I will use relevant topics and questions which are usually used by Australians in small talk.

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the three potential solutions support one another. By preparing some questions to be asked to the guest, I can ask the right questions, and by practicing making a small talk with my colleagues, I can be more confident. Moreover, by using relevant topics and questions, I can make the small talk easily. Therefore, by combining the three potential solutions, I will not find difficulty in making a small talk with foreigners.

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BIBLIOGRAPHY

Printed Sources

Carducci, Bernardo. J. The Pocket Guide to Making Successful Small Talk. New Albany : Pocket Guide Publishing Reader Services, 1999. Hotel General Information. Trainee Information.

Electronic Sources

“12 Tips for Making Small Talk.” Careerbuilder.com. 24 September 2007. 15 March 2013.

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“30 Tips on the art of small talk.” Theindiansabroad.com. 13 July 2009. 22 April 2013

<http://www.theindiansabroad.com/2009/07/30-tips-on-the-art-of-small-talk/>

Beare, Kenneth. “Small Talk-Lesson Plan.”Esl.about.com. 2013. 17 February 2013

<http://esl.about.com/od/conversationlessonplans/a/lesson_smtalk.htm> “Bio True Story”. Biography.com. 2012. 3 February 2013.

<http://www.biography.com/people/conrad-hilton-9339383> .

Burbach, Cherie. “Small Talk With Strangers.” About.com. 2013. 6 June 2013.

<http://friendship.about.com/od/Introverts/qt/Small-Talk-With-Strangers.htm>

Hilton Worldwide. 3 February 2013.

<http://www.hiltonworldwide.com/about/history/ >. “How to Make Small Talk.” eHow.com. 2013. 1 April 2013. <http://www.ehow.com/how_10812_make-small-talk.html>.

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<http://princesswithapen.hubpages.com/hub/How-to-make-small-talk-and- start-conversations-Ideas-topics-<http://princesswithapen.hubpages.com/hub/How-to-make-small-talk-and-importance-of-small-talk> “How to Talk With People.”eHow.com. 2013. 5 June 2013.

<http://www.ehow.com/how_5055640_talk-people.html> Murphy, Peter. “6 Great Small Talk Topics for Every Situation”. EzineArticles.com. 25 June 2007. 17 February 2013.

<http://ezinearticles.com/?6-Great-Small-Talk-Topics-for-Every- Situation&id=660857>.

“Small Talk.” englishclub.com. 2013. 1 April 2013.

<http://www.englishclub.com/speaking/small-talk.htm.> “What Is Small Talk.” Wisegeek.com. 2013. 15 March 2013. <http://www.wisegeek.com/what-is-small-talk.htm>.

Interview

Haryanto, Julius. Personal Interview. 25, 28 January 2013 and 1, 8 February 2013

Handling The Difficulty in Making A Small Talk To Foreigners When I Was At Executive Lounge of Hilton Hotel Bandung.

ABSTRACT

TABLE OF CONTENTS

APPENDIX A :

FLOWCHART

APPENDIX B:

TRANSCRIPTION OF THE INTERVIEW

APPENDIX C:

TRANSCRIPTION OF THE INTERVIEW

APPENDIX D:

TRANSCRIPTION OF THE INTERVIEW

APPENDIX E:

TRANSCRIPTION OF THE INTERVIEW

APPENDIX F:

TRANSCRIPTION OF THE INTERVIEW

CHAPTER I

INTRODUCTION

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 IV

CONCLUSION

BIBLIOGRAPHY