content oumh2203 2 - copy.docx

8/18/2019 CONTENT OUMH2203 2 - Copy.docx

1/21

[ENGLISH FOR WORKPLACE

COMMUNICATION (OUMH2203)]

DECLARATION

I hereby declare that the work in this assignment is my own except for quotations and

summaries which have been duly acknowledged.

Name :

Matrix No. :

Date :

1


2/21



ACKNOWLEDGEMENT

utting together this assignment involved months of intense effort. I am therefore grateful tomy classmates and friends who have contributed their time to complete my questionnaire

without which this assignment will not be completed.

! special thanks is due to my tutor """"""""""" for invaluable guidance that has enhanced

the quality of this assignment. #ther names that I like to acknowledge are my employer

__________ for his encouragement and my deepest thanks go to my best friend

______________ for his support and helped. I greatly appreciate their support and

encouragement.

$ast but not least% my families especially my parents _____________ and _____, and my

friends who have been tolerant with my preoccupation with the pro&ect and for their patience

while this assignment was taking from% your understanding is more than I can ask for.

2


3/21



ABSTRACT

In preparing this report for assignment for this semester% I have to try to make a detail report

of the situation and tried to give an opinion from statement given. In this assignment% I am

strongly agreed by the statement matters faced Malaysian having difficulties communicate in

'nglish especially to both oral and written communication skills.

(asically% there are four communication skills from which to choose. )here are oral

*spoken word+% writing% listening% and reading communication skills language that educators

have long used the concept. ,owever% these four basic skills are related to each other by two

parameters which is the mode of communication between oral and written% and the direction

of communication by receiving or producing the message.

)he report% however% is a training ground where students like me develop an ability to

organi-e information and write a good report in a proper academic standard that will serve

throughout life. It is of my hope that is assignment hope.

3


4/21



Contents

/. 0,!)'1 I *IN)1#D20)I#N+.............................................................................5

/./. (ackground.................................................................................................. 5

/.3. 4tatement roblem..........................................................................................6

/.5. urpose of the study........................................................................................6

/.6. #rgani-ation of the study..................................................................................6

3. 0,!)'1 II *$I)'1!)21' 1'7I'8+....................................................................7

3./ 'nglish at 8orkplace.......................................................................................7

3.3 9actor $ead oor 'nglish 0ommunication............................................................8

3.3./ Motivation............................................................................................. 8

3.3.3 0omprehension !pprehension *!nxiety+........................................................83.3.5 Oral Communication...........................................................................9

3.3.6 (ad Management 0ommunication..............................................................10

5. 0,!)'1 III *M'),#D#$#;+........................................................................11

5./ Methodology and rocedure............................................................................11

5././ Method and rocedure.............................................................................11

5./.3 4ample roup.......................................................................................11

5./.5 Instruments...........................................................................................12

5./.6 Data 0ollecting......................................................................................12

6. 0,!)'1 I7 *9INDIN !ND 1'42$)4+..............................................................13

6./ 9inding...................................................................................................... 13

6././ art I: eneral Information.......................................................................13

6./.3 art II: roblem in 'nglish usage................................................................15

6./.5 art III: Need to improve *1ecommend+.......................................................17


5/21



1. CHAPTER I (INTRODUCTION)

1.1. Backgr!"#

$anguage is a mode of communication. 'nglish is an international language. 'nglish

language plays a vital role in developing the satus of a country. It is also importance as an

International language. In today=s global economy% 'nglish is the language of business. It

provides a common platform for international communication and companies that recognise

the importance of an 'nglish profiecient workforce have a competitive edge in the global

marketplace. ,owever% these days we can see that communication is an important aspect for

business success.

Due to the effect of international firms have been established in Malaysia and the

most of the employees are Malaysian% it is impossible to avoid communication in 'nglish

with people from different countries. )his problem matters are included by apply both oral

and writing 'nglish communication because an employees have to speak or even write the

memo or an email 'nglish with 'nglish clients at their workplace. 'mployees considered as

having a good communication skills are able to communicate well either in normal situationsor in high level of 'nglish communication.

)herefore% as one of its effort to prove that there are still many Malaysian faced this

problem issue% a research was conducted to understand the main possible causes of this

situation and their difficulties faced to both oral and writen communication problem.

9urthermore% for the stand of factor that I put forward% I will prove it with the support of an

experiences responden from my certain visit at their office.

5


6/21



1.$. S%a%&'&"% Pr&'

• ive an opinion from statement given either agree or disagree of Malaysian faced the

difficulty to communicate in 'nglish at workplace.

• Does this apply to both oral and written communication>

• 8hat are some possible cause of this situation>

1.*. P!r+& - %& %!#/

It is an analysis of the statement given to measure examine the degree based on our own

opinion% give reasons for the stand that we take% and try to substantiate the responses with

examples from experiences. )he main purpose of the study are to understand and identified

the causes difficulties problem of 'nglish communication faced by many Malaysian at their

workplace and to explore problems related to oral and writen communication skills of the

experiences respondens.

1.0. Orga"2a%" - %& %!#/

)he study divided into five chapters.

Ca+%&r "& presents the background of the study% the purpose of the study and theorgani-ation of the study given. Ca+%&r %3 offers relevant literature reviews to describe an

issues of difficulties challenging for both oral and writing communication skills at workplace

in fields of businessrelated matter.

Ca+%&r %r&& includes the methodology applied in this study. Ca+%&r -!r

provides the details of the finding including interviewing and survey results through the

questionnaire given to participants. Ca+%&r -4& includes a summary of the study%

discussions% and the conclusions before ending with the recommendations for further study.

6


7/21



$. CHAPTER II (LITERATURE RE5IEW)

$.1 E"g a% Wrk+ac&! few studies have investigated the language used and patterns of interactions in the

workplace station sector in Malaysia. *)ing% 3??3+ examined the support staff=s need to use

'nglish in a principally Malay organi-ation% and how they deal with the 'nglish language

demands of the workplace. )he results showed that the support staff faced difficulties when

communicating in 'nglish with the public because the nature of of their work did not require

them to use 'nglish either in reading or writing. !s a result% *)ing% 3??3+ highlighted the

necessity to emphasi-e the teaching of 'nglish oral communication skills in schools to

student who may wish to &oin the workforce as support staff% so that they adequate knowledge

for basic communication in the language.

!nother study that demonstrated the use of 'nglish and its pattern of interaction in the

workplace was conducted by *(riguglio% 3??5+. )he researcher examined use of 'nglish as

global language in two multinational companies in @uala $umpur and ,ong @ong. It was

found that in the case of 4eacargo International in @uala $umpur% both spoken and written

'nglish were seen as importante especially for surveyors% to perform their work effectively.

!lthough face to face communication was regarded as highly important% high priority was

given to written communication% particurlay in the context of an investigation.

!s Malay is the official language of the country% all official functionseitheroral and

written communication of the Malaysian workplace especially related in business matters are

carried out in Malay. ,owever% since most Malaysian are either bilingual or multilingual%

conversation between them between them are often characteri-ed by codeswitching. *4ingh%

/AAB+ in her study on turntaking% observed there was a tendency for Malaysian to code

switch when speaking to a person from different ethnic group.

*Mohd Can% 3??5+ investigated several extract of formal talk exchange where

instances of codeswitching between Malay and 'nglish language occur between working

adults in one of rhe government offices. )he analyses included examining the existence of

linguistic powerwielding among male and female participant% and how they manipulated

issues during an interactions by using codeswitching.

7


8/21



$.$ 6ac%r L&a# Pr E"g C''!"ca%"

$.$.1 M%4a%"

Motivation has long been identified as one of the main factors affecting 'nglish language

learning *ardner% 4ocial sychology and 4econd $anguage $earning : )he role of attitudes

and motivation% /AB


9/21



experience high level of communication apprehension withdraw from and seek to avoid

communication when possible. Introvert and reserved people tend to be quieter and less

willing to communicate.

Meanwhile% people who suffer from fear negative evaluation do not accept their

language errors as a usual part of the learning but consider them a threat to their face. )hey

feel fearful to speak in front of other people because they lack of level selfesteem about their

own competence in 'nglish. 4o% it is important to help the learners overcome their anxiety%

nervousness and fear with encouraging words *Mueen% /AA3+.

223O!"# Co$$%n&'"t&on

!nother various factors that can effect oral communication skills which are intonation%

pronounciation% and semantics.

I"%"a%" refers to the pitch% length% and loudness. It is important factor for

understanding of the message conveyed through speaking. 4ome people claim intonation also

reflects specific emotion. )herefore% people can understand other people=s emotions through

their intonation.

Pr"!"ca%" means a way of speaking a word% especially a way that is accepted or generally understood. !ccording to *anya&irawut% 3??A+ pronunciations is one of the

important factors for effective communication as mispronunciation can cause a negative

image of a speaker. eople from different countries could have different pronunciation and

this can cause confusion for interpretation.

S&'a"%c refers to the study of the meaning of linguistic expressions apart from

consideration of the effect of pragmatics factors. ragmatics refers to the use of the language

in real life. ragmatics are different from semantics in two ways. 9irstly% pragmatics was

linked in the context and secondly% speaker and listener intention was ilustrated. !s a result%

pragmatics covers both the literal meaning of words and the meaning intended by the speake

and understood by the listener.

9


10/21



$.$.0 Ba# Ma"ag&'&"% C''!"ca%"

)oday business world becomes increasingly complex and multinational% and as medium

advances in communication techniques. Most of management problems arise because of lack

of effective communication. If communication and management are weak% the inevitable

consequences will be falling morale% low productivity and financial disaster a catastrophic

chain of any business.

If the employees have bad managers then often you may suffer from poor

communication and writing skills. (ad managers do not allow their employees to

communicate effectively in the workplace. ! bad manager would much rather micromanage

their employees and over exert control because they do not have the selfcontrol necessary tomanage effectively *0auses of oor 8riting and 0ommunication in the 8orkplace+. (eing

connected can be a ma&or factor for success. !s *eters 8aterman% /AB


11/21



*. CHAPTER III (METHODOLOG8)

*.1 M&%#g/ a"# Prc!r&

)his chapter provides three main ideas which are method and procedure used% sample%

instruments% and data collecting.

*.1.1 M&%# a"# Prc!r&

)he procedure that used in this study is as follow:

/. 4earch for the related literature and research from the libraries at $ahad Datu and

academic &ournals.

3. Design the questionnaires.5. . Distribute the questionnaires to /? staff in business companies each company.

!ll of them were from four companies *6? people+.

6. 0ollect the questionnaires.


12/21



*.1.* I"%r!'&"%

)he tools used in this study were questionnaires designed especially for the

purposes of this study. )he questionnaires were composed of one form.

)he first part of the questionnaires included information about the general

background of the staff in business related companies.

)he second part of the questionnaire comprised two questions about the problems

of 'nglish for communication.

)he third part of the questionnaire comprised six questions about staff in business

companies needs to improve their problems in communication.

*.1.0 Da%a C&c%"g

In collecting data% student proceeded in the following manner:

/. )he questionnaires were distributed to the staff in the companies via the ,uman

1esources Department or Manager.

3. 0ompletely questionnaires were sent to the student at the next day.

5. )he student presented the results and recommendations.

12


13/21



0. CHAPTER I5 (6INDING AND RESULTS)

0.1 6"#"g

)his chapter focuses on the analysis of data and the result using table of frequencies and

percentages.

0.1.1 Par% I9 G&"&ra I"-r'a%"

Ta& 19 G&"#&r

Ta& $9 Ag& Ra"g&

13

G&"#&r N!'&r P&rc&"%ag&

(:)Male /< 5A.6F

9emale 35 E?.


14/21



Ta& *9 E#!ca%"

Ta& 09 R&a" % %!#/ E"g

14

E#!ca%" ackgr!"# N!'&r P&rc&"%ag&

(:)

$ess than (achelor=s degree < /5./<

(achelor=s degree 3B 63./?

Master=s degree < /5./<

Doctorate

)otal 5B /??

R&a" N!'&r P&rc&"%ag&

(:))o communicate with customers /


15/21



Ta& ;9 I"%&r&% % E"g C''!"ca%"

0.1.$ Par% II9 Pr&' " E"g !ag&

Ta&


16/21



Ta& =9 6ac%r ca! " E"g C''!"ca%", M!c &4& (Ora>Wr%%&")

Ta& ?9 6ac%r ca! " E"g C''!"ca%", A4&rag& &4& (Ora>Wr%%&")

16

N!'&r P&rc&"%ag&

(:)

$ack of motivation / /3.<

!nxiety < E3.<

Intonation% ronunciation% 4emantic / /3.<

(ad Management / /3.<

)otal B /??

N!'&r P&rc&"%ag&

(:)$ack of motivation /? 5B.6E

!nxiety B 5?.FE

Intonation% ronunciation% 4emantic E 35.?B

(ad Management 3 F.F?

)otal 3E /??


17/21



Ta& @9 6ac%r ca! " E"g C''!"ca%", N"& &4& (Ora>Wr%%&")

0.1.* Par% III9 N& % '+r4& (R&c''&"#)

Ta& 19 E"g %ra""g a"# 'r& k"3g& "&

17

N!'&r P&rc&"%ag&

(:)

$ack of motivation ? ?

!nxiety / 3


18/21



Ta& 119 C'+a"/ c+&ra%"g 3% a"/ rga"2a%" % +r4#& %ra""g

c!r& -r %a-- " !"& r&a% c'+a"& "&

18

N!'&r P&rc&"%ag& (:)

;es 36 E5./<

No /6 5E.B6

)otal 5B /??


19/21



;. CHAPTER 5 (DISCUSSION)

;.1 C"c!", R&c''&"#a%"

In conclusion% the data showed that the staff that finished Master=s degree and (achelor=s

degree working did not have any problem in 'nglish communication. 9rom the staff% the

reason they continue to learn 'nglish is for their education and they want to develop an

advance global career.

,owever% there was some staff that had many problems in 'nglish communication.

4ome of them were lack of motivation to communicate in 'nglish% and sometimes they

had a problem in pronounce correctly. In writing% they were inaccurate and they had no

information to write besides they feel worried to playing with grammar error.

9urthermore% the staff that had problems in 'nglish communication in an average level

put their lack of motivation either in oral or written in high number. Inappropriate of

faulty communication among employees is the ma&or cause of conflict and low morale at

work.

9rom the survey% from the interviews% the respondent recommended that the company

should train all the staff who want strengthens their 'nglish skills and give them

opportunity to practice their 'nglish communication. Cob skills training addresses gaps

identified through the skill assessments. )he data presented by 3? people or most of them

wanted to be trained in 'nglish for export business and advance of 'nglish international

conferences respectively.

In conclusion% I found that the staffs in this business should know how to

communicate in 'nglish because it is considered as good choice in business 'nglish

language is one of the most popular and widely used all over the world. 4o% I am strongly

agreed that there are still many Malaysian having difficulties to communicate in 'nglish

in their workplace based on company=s survey from the respondents. 'nglish language

and communication is important and necessary to be used at workplace especially in

business related matter.

19


20/21



*3E36 words+

RE6ERENCES

Boonkit, K. (2010). Enancin! t" #"$"lo%m"nt o& '%"akin! 'kill' &or nonnati$"

'%"ak"r' o& En!li'. Procedia Social and Behavioral Sciences 2 .

Bri!u!lio, . C. (2003). * 'ur$"+ int"rcultural communication in t" ork%lac",

-u!ano it/"rlan# . Journal of Higher Education Policy and Management .

Bron, . . (2000). rinci%l"' o& -an!ua!" -"arnin! an# "acin! (4t "#.). New

York !ongman.

"auses of Poor #riting and "ommunication in the #ork$lace. (n.#.). "tri"$"#

2016, &rom Cau'"' o& oor ritin! an# Communication in t"

ork%ltt%!rammar.+our#ictionar+.com't+l"an#u'a!"cau'"'o&%oor

ritin!an#communicationint"ork%lac".tml.

Erman, . E. (1996). n#"r'tan#in! '"con# lan!ua!" l"arnin! #iculti"'. S%&E

Pu'lication.

:ar#n"r, . C. (1985). ocial '+colo!+ an# "con# -an!ua!" -"arnin! "

rol" o& attitu#"' an# moti$ation. !ondon Edward %rnold Pu'lishers(

:ar#n"r, . C., ; -amactor inAu"ncin! con#"nc" in '%"akin! En!l'i *

ca'" 'tu#+ o& '"nior ai un#"r!ra#uat" 'tu#"nt' at rinakariniro@

ni$"r'it+. Bangkok ,hammasat .niversity .

"t"r', ., ; at"rman, . (1985). n '"arc "?c"ll"nc". New York Har$er /

*ow.

cumann, =. . (1986). "'"arc on t" acculturation mo#"l &or '"con#

lan!ua!". Journal of Multilingual and Multicultural 0evelo$ment , 7(5), 379392.

20


21/21



"arin, =., ; O?&or#, . (1994). D-an!ua!" l"arnin! moti$ation E?%an#in! t"

t"or"tical &ram"orkD. ,he Modern !anguage Journal.

in!, . B. (1998). Ca'" tu#+ o& urntakin! in a ""tin!. Journal of Modern

!anguages) 1ol (, 45.

APPENDI

21

content oumh2203 2 - copy.docx

Documents