Major shortcomings in communication identified in international students who are employees in Sainsburys Richmond
Some of the questions in the semi-structured interviews aim at collecting data pertaining to the shortcomings of communication process that is generally observed in the part time employees who are international students. When asked about the issue, Manager A said:
“I feel that the virtues like gratitude, empathy and friendliness are quintessential for effective communication process. These qualities are observed to be missing in many international employees. These qualities provide the basis for phrases like ‘thank you’, ‘cheers’, ‘sorry’, ‘please’ etc. “
Manager B when asked about the shortcomings observed in the communication process of part-time international service employees expressed his views in the following manner:
“Though some of the international students have good English, their use of language and their body language depicts that they are affirmative and commanding which does not go well in the service context as customers expect more of a friendly and empathetic style of communication rather than affirmative style”
When the same question was addressed to manager C, he stressed about the slang of the service employees in the communication process more than any other thing. He said:
“The slang of part-time international employees, particularly Indians, is a bit fast and less intelligible compared to the usual slang of the local people. This, at times results in a communication gap, which consequently stands as a hindrance to the communication process. Even though this aspect is particularly stressed in the training process in order to slow it down, not much progress is seen in the regular communication style of part time international employees.”