“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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Main Authors:	Wan Mahmood, Wan Mas Athirah, Ariffin, Adlina
Format:	Conference or Workshop Item
Language:	English English English English
Published:	2018
Subjects:	P87 Communication. Mass media P94 Communication and Islam
Online Access:	http://irep.iium.edu.my/62717/ http://irep.iium.edu.my/62717/2/MULAC%202018%20Prog%20Book.pdf http://irep.iium.edu.my/62717/3/NOTIFICATION%20107.pdf http://irep.iium.edu.my/62717/18/Ppt%20MULA%20CON%20%28version%20A%29.pdf http://irep.iium.edu.my/62717/19/MULAC%20Cert%202018.pdf

id	iium-62717
recordtype	eprints
spelling	iium-627172018-04-27T06:27:16Z http://irep.iium.edu.my/62717/ “How can I help you?”: communication skills of front desk officers Wan Mahmood, Wan Mas Athirah Ariffin, Adlina P87 Communication. Mass media P94 Communication and Islam 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. 2018 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/62717/2/MULAC%202018%20Prog%20Book.pdf application/pdf en http://irep.iium.edu.my/62717/3/NOTIFICATION%20107.pdf application/pdf en http://irep.iium.edu.my/62717/18/Ppt%20MULA%20CON%20%28version%20A%29.pdf application/pdf en http://irep.iium.edu.my/62717/19/MULAC%20Cert%202018.pdf 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)
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English English English
topic	P87 Communication. Mass media P94 Communication and Islam
spellingShingle	P87 Communication. Mass media P94 Communication and Islam 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	Conference or Workshop Item
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
publishDate	2018
url	http://irep.iium.edu.my/62717/ http://irep.iium.edu.my/62717/2/MULAC%202018%20Prog%20Book.pdf http://irep.iium.edu.my/62717/3/NOTIFICATION%20107.pdf http://irep.iium.edu.my/62717/18/Ppt%20MULA%20CON%20%28version%20A%29.pdf http://irep.iium.edu.my/62717/19/MULAC%20Cert%202018.pdf
first_indexed	2023-09-18T21:28:51Z
last_indexed	2023-09-18T21:28:51Z
_version_	1777412375212720128

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

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