Identifying Conversational Structures and strategies between Guide and Foreign Guests in Transactional Negotiation of Tour Service (Transport Service)
Irsan Hambali
Universitas Mataram
Abstract
This article aims at finding conversational structure and strategies employed by guides in transactional negotiation with foreign guests and find out the best one which latter, become standardized conversational structures and strategies in persuading and satisfying customers. This paper examined structures of conversation with regard to Sinclair Coulthard Birmingham model. This study is qualitative in nature, attempting to describe data, represented in the form of words. During collecting data, utterances were recorded directly by a set of tape-recorders then transcribed into spoken text. Later, the recorded data were analyzed using Sinclair Coulthard analysis model of within or outside classroom discourse. The data were analyzed in terms of the four discourse units transaction, exchange, move, and acts. Among these four units, exchange and move were mainly focused. The result showed that the structure of guides conversation in doing transactional negotiation is somewhat the same. Starting from so-called starter which consists of a question and answers then transaction which employed question and informing and the last is closing. There were 3 scripts epitomized the result. Script 1 and 2 merely focused on price without explaining the itinerary and car services extensively. The script 3, showed the success of the transaction. How guide employed strategic communication in transactional negotiation.
Keywords: Conversational structure, transaction, guides conversational negotiation, exchange
Topic: International Conference of English Language Teaching, Literature & Linguistics