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“How can I help you?”: communication skills of front desk officers

Wan Mahmood, Wan Mas Athirah and Ariffin, Adlina (2018) “How can I help you?”: communication skills of front desk officers. In: 2nd Multidisciplinary Academic Conference 2018, 9 - 10 March 2018, Malacca. (Unpublished)

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Abstract

This paper describes a study which investigated the communication skills of front desk officers at a Malaysian higher learning institution. Using verbal recordings, interviews and researcher’s observation and annotation, data was collected from conversation between administrative staff and international students in order to indentify the communication strategies used by the staff and the effectiveness of those strategies. The findings revealed that fillers, asking for confirmation and asking for clarification were the three most frequent communication strategies used. In general, the students were very satisfied with the communication skills of the officers due to their informativeness, courtesy and politeness. The findings from this study shall provide beneficial implications in enhancing communication quality and skills of front liners and service providers at higher education institutions.

Item Type: Conference or Workshop Item (Slide Presentation)
Uncontrolled Keywords: communication skills, front desk officers, higher learning insitutions
Subjects: P Language and Literature > P Philology. Linguistics > P87 Communication. Mass media
P Language and Literature > P Philology. Linguistics > P94 Communication and Islam
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Islamic Revealed Knowledge and Human Sciences > Department of English Language & Literature
Depositing User: Dr Adlina Ariffin
Date Deposited: 27 Apr 2018 11:13
Last Modified: 27 Apr 2018 14:27
URI: http://irep.iium.edu.my/id/eprint/62717

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