oumh2203 norhani mohamad

OUMH2203ENGLISH FOR WORKPLACE COMMUNICATION

Many Malaysians have difficulty communicating in English in the workplace, especially

when it comes to business-related matters.

Nowadays English language is one the world's most used language in the world. It is a

language that mediates almost all over the world no matter where you go. Although English

is in second place after the Mandarin, it is the language most used in the world of work.

Most institutions whether private or government, use English as formal language at the

departmental level.

Since now, a trend that is worrying is the command of English among employees in

the employment sector is less satisfying. Many of the workers currently unable to

communicate and write well in English in order to carry out the tasks using the English

language. This is based on several studies were randomized in a number of private and

government institutions that I visited and often involves the use of English in their work.

We can also take into account the findings and opinions expressed by some professionals to

amplify my statement above. Among them, Prof Datuk Dr Raymond Azman Ali expressed

concern English proficiency among medical practitioners nowadays that he said in a news

MStar dated 11 November 2015. "It's not just a problem among medical students. We can

detect the same problem among young doctors. "It can clearly be seen in the hospital when

they make presentations and chat with colleagues and staff who are more experienced," he

said. He added that this situation will affect their services because doctors are forced to

communicate with patients and their partners with efficient. "English is the common language

in the medical field. Almost every time, we need to publish journals and presented in English.

"It would be bad if we cannot communicate well when carrying out their duties," he said. Dr

Raymond said more than 90 per cent of journals published in English. "How can you expect

them to understand medical research and help patients if they cannot understand first?" he

asked.

In a survey conducted by Maes et.al (1997), oral communication skills have been

identified as the most important skills in the workplace. Their study conducted in the Greater

Gulf Coast area, including the coastal areas of Mississippi, Alabama and the Florida

panhandle, revealed that oral communication in English is the most important skill demanded

by employers when it comes to recruiting new staff. In addition to being one of the most

essential skills for employment, oral communication skills are vital to job success and

promotion (Lee, 2003; Crosling & Ward, 2001). Huckins & Olsen (1984) are of the view that

employees who do not demonstrate good oral communication skills are rarely given

managerial responsibility. Effective oral communication skills are vital to people who hold 1


managerial positions because managers need to explain, listen to, persuade, guide, coach,

encourage, facilitate and direct group members to meet the goals of individuals and their

organisations. Effective oral communication enables individuals to be understood and helps

create understanding between people and fosters good relationship among workers in any

business context (DiSanza & Legge, 2000).

Based on what has been studied and discussed by scholars and professional,

proficiency in English is very important to increase the potential and can help work towards a

positive outcome and quality. Randomized studies that I did at my own work place that is in

my school SK Kampung Petanak Mukah, English-speaking culture here is at a very minimum

and the use of English only focused on our English teacher only. It was only involves

teaching and learning in the classroom. Communication among English teachers also not

really encourage and satisfying. This is due to external factors such as non-English-speaking

teachers in the school prefer to talk Malay language and Melanau dialect language of

Melanau people.

Students also communicate mostly in Malay to their teacher. This is clearly the use of

English among English teacher is still on a very low even though they teach English in

school. In my school there are two teachers optionists in English however, both them didn’t

speak English to communicate. In my opinion, they are minority and have low confidence to

speak English. This is due to the environment that many use Malay language in school rather

than English language.

Later, I made an unofficial visit in a few government and private institutions on some

personal matters. I have used several ways in my research, random conversations, formal

questions and also using email to test aspects of communication and writing among their

employees. The statement and the question I ask are:

1. Good morning?

2. How are you?

3. How long have you worked here?

4. Married or not?

5. How do you like your job?

6. Questions for general information in their field.

In the email I apply for information and apply for help for something. For example:

1. Application for mobile library services.

2. Question the status of the application housing lots.

3. Question on procedures to make international passport.

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Random study the used of English language around the Mukah town.

Agencies and

Institutions

Questions asked Response and answer

Bank 1. Good morning?

2. How are you?

3. How long have you worked

here?

4. Married or not?


6. Could you please help me

how to open a current account

here?

1. Good morning

2. Fine, thank you.

3. 4 years.

4. Yes, I’m married

5. Very well. I love my positions now.

6. Ok, please come here with me. I’ll

explain and show you how.

The response is very good and for sure

in banking industries the put someone

with good communication skill at front

desk.

Government

Clinic

1. Good morning?

2. How are you?


here?

4. Married or not?


6. I want to see the doctor for

my appointment.

1. Morning, boleh saya bantu?

2. Good.

3. 5 tahun.

4. Ya, dah kahwin.

5. Sangat suka.

6. Ok, sila duduk dulu nanti saya

panggil ok.

The response is good but the response

mostly in Malay but seems she

understand my questions. That’s a

good sign.

Government

institution

1. Good morning?

2. How are you?


here?

1. Pagi

2. Yer apa dia? Oh, ok baik.

3. Yer, apa dia? Maaf saya tak fasih

bahasa inggeris.

Then we speak in Malay to continue

the conversatios.

Pharmacy 1. Good morning? 1. Ermm, ya. Morning

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2. How are you?


here?

4. Married or not?


6. I want to find a medicine for

my daughter’s. She got fever

since yesterday.

2. Yer, boleh ulang tak?

3. Tak paham. Then refer to the real

phamachists.

4. Im still single

5. I love my job very much.

6. How old is she?

7. I’ll give a syrup to be taken 3 times a

day. Give her 10 ml each time after

meal.

The workers cannot speak well but at

last the pharmacist herself comes

forward to assist me.

Fast food

restaurant

1. Good morning?

2. How are you?


here?

4. Married or not?


6. I want to order the set A

combo.

Hello good morning. Dine in or take

away?

Fine thank you

2 years

I’m single madam.

I like to work here because I can meet

a lot of people every day.

Ok, original or spicy?

Of course they are fluent because they

are trained.

Writing randomized study aspects via email.

My Email Response

Hi,

Good morning.

I want to get the mobile library services at

my school. How is the procedure to get these

services?

Thank you.

Good morning and thank you for your email.

For information, you may contact Mr.

Hamdin at line 084-873245 to find out more

about this. Thank you.

Hi,

Good morning.

I want to make an international passport

Hi, thank you for contacting with us.

For your information, you just need to bring 4


away soon. May I know what are the

requirements that I need to bring to apply the

passport?

Thank you.

your identity card to the counter.

Thank you.

Hi,

Good morning.

I want to apply land lot to build houses in

Mukah. Can you give me information about

it?

Thank you.

Good morning,

Currently there is no opening of a new lot in

Mukah. We will inform you if there any

housing lot in the future.

Thank you.

Results from randomized studies that I did around the Mukah town, I found that there

were many among the workers could not communicate well in English. This can be seen

when they are hesitate to answer my question and asked me whether I can speak Malay or

not. My research does not cease as described above only. I observed and made a random

survey at government agencies in several locations here; the use of English is still at very low

levels. If there speak English it would be confused with the Malay language and local

dialects. Worse yet is when some of them do not like or not comfortable when I ask questions

in English to them. This is a common thing in our country.

From the aspect of writing, based on the email I sent and received, showing all can

communicate and write well in English. However google translate service is now widely used

to write in English. Undoubtedly, many can write well in English rather than to speak

English. Here I conclude several factors why many people in our country do not speak

English fluently.

Firstly, the Malaysian education system that is constantly changing and not focuses on

improving English language proficiency among students. Previously our education system

controlled by occupiers and was originally the language of instruction is English. We can see

there are the elderly who was born and studied in those days was very proficient in English.

But after the changing in the education system, the Malay language was appointed as the

official language and national language and English as second language. However, the

education system is always reformed and chess in the political arena led to English subject

remain a weakness of students across the country.

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Secondly, Malaysians are known to be shy. This is also a factor which most

Malaysians are very shy to speak English. It starts in the schools and in institutions of higher

learning where students are very shy to speak English, especially outside the classroom or a

public place. They are embarrassed to speak as often observed and there are people who

dislike or disgust with those who speak English.

Thirdly, Malaysia is a multiracial country that has a lot of native language and dialect.

This makes it difficult for people to dominate the English. They has to mastered many

languages such as Malay, Melanau and Iban. In Sarawak alone has more than 20 tribes and

languages. English is the last place in their language of choice. On average, every resident in

the state had to master four languages including Bahasa Melayu, Bahasa Melayu Sarawak,

Mother tongue language and finally English.

Conclusion

Based on randomized studies I have done. I agree with opinions stating that Many

Malaysians have difficulty communicating in English in the workplace, especially when it

comes to business-related matters. This is because many of the workers in the private sector

or the government still cannot communicate well in English in the workplace and perform

tasks that involve the English language. Communication aspect is very important in a

business matter and official tasks. The need to speak English nowadays is very high because

Malaysia is the place of interests for foreigners, as well as foreign investors, which made its

debut in Malaysia.

Job seekers nowadays have to equip themselves with good English especially

communication aspects. Basically, communication is very important compared to the writing

because writing is easier to learn rather than communication. I suggest that in schools,

government or private institutions or on the go, the need for programs or classes of English

for communication should be established. In my place in Mukah area, none of these classes

or programs that run in that direction. The functions of the Ministry of Education, Ministry of

Higher Education should be deployed to ensure that Malaysians can speak English very well.

Reported By,

Norhani Binti Mohamad

(2073 words)

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References

1. Adler, R. & Elmhorst, J. 2002. Communicating at Work: Principles and Practices for

Business and the Professions(7th ed.). New York: McGraw-Hill.

2. Cohen,L., Manion, L. & Morrison, K. 2000. Research Methods in Education (5th ed.).

London: Routledge Falmer.

3. Crosling, G. & Ward, I. 2001. Graduates, workplace oral communication and

4. DiSanza, J.R. & Legge, N.J. 2000. Business and Professional Communication: Plans,

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Printers.

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Literacies, New Practices, New Times (pp. 172-179). Serdang: Universiti Putra

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10. Smith, M.C. 2000. What will be the demands of literacy in the workplace in the next

millennium? Reading Research Quarterly, 35(3): 378-380.

11. The Star, 3 September 2002. Malaysia urged to upgrade: Penang pioneers ask for

intensive development, p.3-4. Raslan Sharif.

12. The MStar, 11 November 2015.

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