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Forum for Language and Education
Published by CV Wahana Publikasi
ISSN : 31647928     EISSN : 31647707     DOI : 10.59011/fle
Core Subject :
Forum for Language and Education is a scholarly journal that publishes research articles, theoretical studies, and innovative developments in the fields of language teaching and education. The journal serves as an academic platform for researchers, lecturers, teachers, students, and education practitioners to share ideas, research findings, and best practices related to language teaching and learning. The journal’s scope includes language learning and teaching, instructional methodologies, curriculum development, learning media and educational technology, language assessment and evaluation, applied linguistics, literacy studies, and various issues in language education across diverse contexts. By emphasizing academic quality and scholarly contribution, Forum for Language and Education aims to support the continuous advancement of knowledge and practice in language education.
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Articles 21 Documents
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English Communication Strategies in Staff-Guest Interaction: A Case Study at Highland Resort and Nature Tours Tomohon Welly Forensa Manurung; Ignatius Javier Couturier Tuerah; Herminus Efrando Pabur
Forum for Language and Education Vol. 1 No. 3 (2026)
Publisher : CV Wahana Publikasi

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Abstract

This study investigates the English communication strategies employed by frontline staff at Highland Resort and Nature Tours (HRNT) Tomohon when interacting with international guests. Set in a hybrid tourism environment that integrates hospitality services with high-risk outdoor activities, the study highlights the communicative demands faced by staff in ensuring both effective service and guest safety. A qualitative case study design was adopted, involving seven frontline staff members selected through purposive sampling. Data were collected through field observations and semi-structured interviews over a two-month period from April to May 2026. The data were analyzed using Dörnyei and Scott’s (1997) communication strategies taxonomy, encompassing direct, interactional, and indirect strategies. The findings revealed that interactional strategies were the most frequently used, particularly comprehension checks, confirmation requests, and response repair. Direct strategies, including circumlocution, approximation, and mime, were consistently employed by all participants to communicate technical and safety-related information. Indirect strategies, especially fillers, functioned as cognitive supports during demanding interactions. In addition, Google Translate emerged as a complementary digital resource used by five participants to bridge lexical and communicative gaps. These findings indicate that communication strategies in this setting function not only as linguistic compensation, but also as risk mitigation tools in high-stakes tourism activities. It is concluded that HRNT staff demonstrate notable communicative adaptability despite limited formal English proficiency. The study recommends role-based ESP training supported by structured digital communication practices for frontline tourism personnel.

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