At the end of his languages and applied linguistics studies, the researcher decides to carry out the research about Linguistic communication challenges encountered by tourist visiting Musanze District under the case study of VNP Area, with the aim of making an assessment of linguistic skills and the level of customers’ satisfaction in Tourism and hospitality industry.
This goal was achieved under the following objectives:
To identify linguistic communication challenges encountered by tourists when they are being offered Tourism and hospitality services,
To identify the effects of linguistic communication challenges on Tourism and hospitality,
To suggest promising solutions to address linguistic communication challenges identified in Tourism and hospitality.
As far as hypotheses are concerned the researcher assumed firstly that since Rwanda, a multilingual country with a single and common mother tongue, Tourists are likely to encounter linguistic communication challenges. Secondly, unsatisfied tourists classify Rwanda as a tourists’ nonattractive area and thirdly, training by competent language professionals is one of the strategies to address language problem.
The population of this research is a set of 165 Tourists who were purposively selected from the area of the study and 58 service providers who by quota sampling were segmented into 28VNP tourists guides,15 tours guides/drivers,5 community guides, and 10 hotel ,bar restaurant as staff who necessarily interact with tourists.
According to the findings, 86 tourists (52%) tourists experienced language challenges related to:
the lack of knowledge of international languages, cultural identification by 99 tourists or 60% while nature interpretations related problems were questioned by 66 tourists or 40%. This has negative impact on 91 tourists or 55% to pay unjustified bills, 41 or 25% who lose properties and 33 tourists or 20% experience financial loss; it also inconvenience staff through losing job as said by 20 service providers or (50%), the lack of promotion as said by 15 (30%) and the lack of motivation as it was said by 10 or (20%).
Finally, 111 tourists (67%) suggest training by language specialists while 54 tourists (33%) suggest intensive interaction with native speakers to address language related problem. Briefly, this research brought victims of language communication challenges altogether on a round table so as to promote language communication improvement for customers satisfaction.
Table of Contents
CHAPTER ONE: GENERAL INTRODUCTION
1.0 Introduction
1.1 Background to the study
1.2 Motivation
1.3 Statement of the problem
1.4 Significance of the study
1.5 Objective of the study
1.6 Research questions
1.7 Hypotheses
1.8 Scope of the study
1.9 Methodology
1.10 Organization of the study
CHAPTER TWO: LITERATURE REVIEW
2.0 Introduction
2.1 Definitions of key concepts
2.1.1 Language
2.1.2 Dialect
2.1.3 National language
2.1.4 International Language
2.1.5 Communication
2.1.5.1 Oral communication
2.1.5.2 Nonverbal communication
2.1.5 .3 Process of communication
2.1.5 .4 Interpersonal communication
2.1.5.5 Intrapersonal communication
2.1.6 Tourism and tourists
2.1.7 Cultural tourism
2.1.8 Hospitality
2.1.9 Challenges
2.2 Aspects of a language in use
2.2.1 Micro linguistics
2.2.2 Macro linguistics and/or Applied Linguistics
2.3 Barriers to effective communication in business
2.4 Bilingualism and multilingualism
2.5 Bilingual Lexicon
2.6 English Language
2.6.1 Principal varieties of English usage
2.6.2 Good English
2.7 The importance of Language
2.8 Philosophy of Language
2.9 The uses and functions of Language
2.10 The Language of hospitality and tourism
2.10.1 English for hotel management
2.10.2 Moment of truth
2.11 Language communication challenges
2.11.1 Borrowings and loanwords
2.11.2 Linguistic Interference
2.11.3 Causes of interference
2.11.3.1 Lexico-morphology dissimilarity
2.11.3.2 A system of grammatical genders
2.11.3.3 A list of common hypothetical roots
2.11.3.4 Invariable roots of the type -CV-
2.11.3.5 A well-balanced vowel system
2.11.4 Consequences of negative transfer “Kinyafranglais”
2.11.4.1 Listening problems
2.11.4.2 Speaking problems
2.11.4.3 Epenthesis
2.11.5 Cross-socio-cultural communication problems
2.11.5.1 Industrial revolution and neologism irregularity
2.11.5.2 Cultural differences in nonverbal communication
2.11.5.2.1 Gestures
2.11.5.2.2 Touch
2.11.5.2.3 Eye contact/gaze
Conclusion
CHAPTER THREE: METHODOLOGY
3.0 Introduction
3.1 Area of the study
3.2 Population of the study
3.3 Sample size and sampling techniques
3.3.1 Sampling techniques
3.3.1.1 Quota and stratified sampling
3.3.1.2 Purposive sampling
3.4 Data collection techniques
3.4.1 Documentation
3.4.2 Observation and field visits
3.4.3 Interview
3.4.4 Recording technique
3.5 Methods of data analysis
3.5.1 Analytical Method
3.5.2 Qualitative method
3.5.3 Statistical method
3.5.4 Descriptive method
3.5.5 Historical method
CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND INTERPRETATION
4.0 Introduction
4.1 Identification of informants
4.1.1 Identification of service providers
4.1.1.1 Service providers’ level of education
4.1.1.2 Tourism service providers professional experience
4.1.2 Identification of tourists
4.1.3 Languages spoken by tourists
4.2 Language use in tourism and hospitality
4.2.1 Tourists service language satisfaction
4.2.2 Challenges related to the Rwandan accent
4.2.3 Challenges related to Culture and wildlife
4.2.4 Impact of linguistic communication challenges
4.2.4.1 Tourists
4.2.4.2 Service providers
4.3 Individual effort for the improvement of communication skills by service providers
4.4 Advice from tourists on language use
4.5 Partial conclusion
CHAPTER FIVE: GENERAL CONCLUSION, DISCUSSION OF FINDINGS AND RECOMMENDATIONS
5.0 Introduction
5.1 Discussion of the findings
5.2 Summary of the findings
5.3 Recommendations
Conclusion
Research Objectives and Themes
This study aims to assess the linguistic communication challenges faced by tourists visiting the Musanze District, specifically within the Volcanoes National Park (VNP) area, and to evaluate the impact of these challenges on customer satisfaction in the tourism and hospitality industry.
- Linguistic communication barriers in the tourism sector.
- Impact of language proficiency on tourist satisfaction and business outcomes.
- Role of Rwandan accents and cultural nuances in international communication.
- Development of strategies and training recommendations for tourism service providers.
Excerpt from the book
2.1.5.1 Oral communication
Oral communication refers to the spoken word, it takes forms of sounds and words: verbal communication readily used, instantaneous, persuasive, cost effective, works very well in small groups/supplemented by nonverbal/person to person exchange: around 10% words+90% non verbal: 50% visual factors (appearance, facial expression, body language, postures and gesture) and 35% voice that is tone, sincerity, modulation (Madhukar, R.K 2008:7).
Chapter Summary
CHAPTER ONE: GENERAL INTRODUCTION: Provides the foundation for the study, including motivation, problem statement, objectives, and the research scope regarding linguistic communication in tourism.
CHAPTER TWO: LITERATURE REVIEW: Explores theoretical definitions of language, communication, bilingualism, and the specific challenges of linguistic interference within the tourism and hospitality industry.
CHAPTER THREE: METHODOLOGY: Describes the research design, area of study (VNP), population (tourists and service providers), and techniques for data collection and analysis.
CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND INTERPRETATION: Presents the findings regarding tourists' satisfaction levels, the impact of the Rwandan accent, and specific cultural communication challenges.
CHAPTER FIVE: GENERAL CONCLUSION, DISCUSSION OF FINDINGS AND RECOMMENDATIONS: Synthesizes the research findings and proposes actionable recommendations for stakeholders to improve linguistic proficiency and service delivery.
Keywords
Linguistic communication, Tourism, Hospitality, VNP, Tourists, Service providers, Rwandan accent, Multilingualism, Kinyarwanda, Language challenges, Customer satisfaction, Communication proficiency, Cultural tourism, Foreign languages, Language interference.
Frequently Asked Questions
What is the core focus of this research?
The work investigates the linguistic communication challenges encountered by tourists in the Musanze District, Rwanda, and how these affect their experience.
What are the primary themes discussed in this study?
The study centers on tourism service delivery, language proficiency, communication barriers, cultural nuances in hospitality, and the impact of language use on the economy.
What is the primary objective of this work?
The main objective is to identify communication challenges, assess their effects on the tourism industry, and suggest practical solutions for improvement.
Which scientific methods were employed?
The research uses a mix of analytical, qualitative, statistical, and descriptive methods, supported by field interviews and documentary research.
What topics are covered in the main body?
The body covers linguistic theory, communication models, practical findings from VNP service encounters, and recommendations for stakeholders.
Which keywords define this study?
The study is defined by terms like Linguistic communication, Tourism, Hospitality, Customer satisfaction, and Kinyarwanda language challenges.
How does the Rwandan accent affect tourists?
The research indicates that the Rwandan accent, combined with differences in Kinyarwanda and international languages, creates significant understanding challenges for foreign tourists.
What role does the local culture play in these communication issues?
Local realities and culture often lack direct equivalents in foreign languages, leading to misinterpretation, which is a key focus of the chapter on cultural and wildlife challenges.
- Citar trabajo
- Jean Claude Musoni (Autor), 2014, Linguistic Communication Challenges Encountered by Tourists Visiting Musanze District, Múnich, GRIN Verlag, https://www.grin.com/document/442101
