Communication strategies used by foreign currency exchange staff at Suvarnabhumi Airport with international customers

Name: Kanokwan Sripraphakhan

keyword: Communication

; Communication strategies

; Foreign currency exchange staff

; Suvarnabhumi Airport

; International customers

Abstract: The objectives of this study were to investigate communication strategies, the choices of communication strategies which foreign currency exchange staff prefer when interacting with international customers, and also to explore the differences between perceptions and actual communication strategies used by foreign currency exchange staff when interacting with international customers. The participants of this study were 145 foreign currency exchange staff of one of the leading banks who provide money exchange services at Suvarnabhumi airport. A questionnaire, which was adapted from Dörnyei and Scott’s taxonomy of communication strategies (1997) and eight in-depth interview questions in a Thai version, was employed to collect both quantitative and qualitative data. The descriptive data was analyzed to measure the frequency level of using communication strategies in each type and strategy while the qualitative data was analyzed to accomplish a deeper understanding of the phenomenon. The findings of this study revealed the interactional strategies frequently employed by foreign currency exchange staff. When focusing on each strategy, guessing, asking for repetition and comprehension check were three strategies that all staff reported to employ with the highest mean in the questionnaire data. The top three communication strategies which ten staff from the in-depth interview data reported to use while communicating with international customers were asking for repetition, mime, and device assistance. For participants’ perception and action, the results showed that participants’ perceptions and actions of using communication strategies are not always related to each other. Although the results of participants using these types of communication strategies were the same in both perception and action, the group of participants who rated highest mean scores resorted to using different strategies from perception in their real situations

Thammasat University. Thammasat University Library

Address: BANGKOK

Email: preserv@tu.ac.th

Name: Pattama Sappapan

Role: advisor

Created: 2017

Modified: 2564-04-09

Issued: 2021-04-08

วิทยานิพนธ์/Thesis

application/pdf

DOI: 10.14457/TU.the.2017.1099

eng

DegreeName: Master of Arts

Level: Master's Degree

Descipline: Career English for International Communication

Grantor: Thammasat University

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