“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...
| Main Authors: | , |
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| Format: | Proceeding Paper |
| Language: | English English English English |
| Published: |
2018
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| Subjects: | |
| 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 |
| _version_ | 1848785892722868224 |
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| author | Wan Mahmood, Wan Mas Athirah Ariffin, Adlina |
| author_facet | Wan Mahmood, Wan Mas Athirah Ariffin, Adlina |
| author_sort | Wan Mahmood, Wan Mas Athirah |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T17:00:22Z |
| format | Proceeding Paper |
| id | iium-62717 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English English English |
| last_indexed | 2025-11-14T17:00:22Z |
| publishDate | 2018 |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 Proceeding Paper 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) |
| 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 |
| title | “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_short | “How can I help you?”: communication skills of front desk officers |
| title_sort | “how can i help you?”: communication skills of front desk officers |
| topic | P87 Communication. Mass media P94 Communication and Islam |
| 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 |