"How Can I Help You?": Communication skills of front desk officers

"How Can I Help You?": Communication skills of front desk officers

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 internati...

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Bibliographic Details
Main Authors: Wan Mahmood, Wan Mas Athirah, Ariffin, Adlina
Format: Article
Language:English
Published: IDOSI Publications 2018
Subjects:
PE English
Online Access:http://irep.iium.edu.my/63831/
http://irep.iium.edu.my/63831/
http://irep.iium.edu.my/63831/1/Asian%20Journal%20of%20Business%20Management%20Studies%209%20%281%29%2013-19%2C%202018.pdf
id iium-63831
recordtype eprints
spelling iium-638312018-05-24T06:38:14Z http://irep.iium.edu.my/63831/ "How Can I Help You?": Communication skills of front desk officers Wan Mahmood, Wan Mas Athirah Ariffin, Adlina PE English 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. IDOSI Publications 2018 Article PeerReviewed application/pdf en http://irep.iium.edu.my/63831/1/Asian%20Journal%20of%20Business%20Management%20Studies%209%20%281%29%2013-19%2C%202018.pdf Wan Mahmood, Wan Mas Athirah and Ariffin, Adlina (2018) "How Can I Help You?": Communication skills of front desk officers. Asian Journal of Business Management Studies, 9 (1). pp. 13-19. ISSN 2222-1387 https://idosi.org/ajbms/9(1)18/3.pdf
repository_type Digital Repository
institution_category Local University
institution International Islamic University Malaysia
building IIUM Repository
collection Online Access
language English
topic PE English
spellingShingle PE English
Wan Mahmood, Wan Mas Athirah
Ariffin, Adlina
"How Can I Help You?": Communication skills of front desk officers
description 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.
format Article
author Wan Mahmood, Wan Mas Athirah
Ariffin, Adlina
author_facet Wan Mahmood, Wan Mas Athirah
Ariffin, Adlina
author_sort Wan Mahmood, Wan Mas Athirah
title "How Can I Help You?": Communication skills of front desk officers
title_short "How Can I Help You?": Communication skills of front desk officers
title_full "How Can I Help You?": Communication skills of front desk officers
title_fullStr "How Can I Help You?": Communication skills of front desk officers
title_full_unstemmed "How Can I Help You?": Communication skills of front desk officers
title_sort "how can i help you?": communication skills of front desk officers
publisher IDOSI Publications
publishDate 2018
url http://irep.iium.edu.my/63831/
http://irep.iium.edu.my/63831/
http://irep.iium.edu.my/63831/1/Asian%20Journal%20of%20Business%20Management%20Studies%209%20%281%29%2013-19%2C%202018.pdf
first_indexed 2023-09-18T21:30:32Z
last_indexed 2023-09-18T21:30:32Z
_version_ 1777412480657522688

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