CHAPTER I INTRODUCTION

Presented below is a chapter that introduces the background of the study with respect to the importance of English in global communication setting. From the background, the writer continues to formulate the research questions or statement of the problems, objectives of the study and limitation of the problems. Chapter I ends in organization of the paper.

1.1 Background of the study A language is needed for the survival of human species because of the fact that people need to interact with each other for their day-to-day social undertakings. Two forms of language are commonly known as either spoken or written. A spoken language is realized by means of speech organs, resulting in linguistic waves of sounds understood by people with shared linguistic competence and performance. Nowadays, English is very needed by the people in the world because English is the international language. Meanwhile, Indonesian language as a national language has become the second language in Central Java. Most of Javanese speak Javanese as their mother tongue. Although The usage of Javanese language is very dominant in the whole aspects, most of Javanese also acquires English, especially those whose the

job is relevant to the use of English. However they find difficulties in the process of acquiring the oral English as they are influenced by their mother tongue Javanese. People in Indonesia especially those that work in BCA and possibly in other banks or offices have to study English because it is a means of international communication. BCA has gone international for quite some time as there are branch offices overseas. This research was conducted to know the English language functions performed by BCAs tellers as a means of evaluation of their general and functional mastery of English in line with one the requirements as bank tellers in trying to gain international recognition. Bank Central of Asia or BCA for short is one of the private banks in Indonesia that gives banking or financial services for the customers. The major functions of the Bank are (1) to collect deposits of money, (2) to finance business dealings and any other related banking services. In other words, funding is done by a bank using the fund collected from the public who want to earn an interest in the forms of saving, fixed deposit. Meanwhile, lending (giving loans) is an activity done by a bank for distributing the fund, such as KPR (Housing Loans), KKB (Car or Motorcycle Ownership Loans). Service is an activity by a bank for giving the facilities for fund, such as saving deposit box, money transfer, debt collection. In a bank, one of the divisions that gives the direct service about fund to the customers is termed as Teller or Bank Teller. In BCA especially the teller must be qualified enough to be able to compete with other banks at national or even international level and English mastery has 2

become one of the requirements to go international. Therefore, the writer is interested in analyzing the English mastery of BCAs tellers in terms of language functions to see how competent they are in English, and possibly suggests BCA Semarang in order to improve about their English performance in anticipating the global era implications . 1.2 Statement of the problems Based on the above background, the statement of the problems can be stated as follows: What English language functions are required and performed by BCAs tellers? This is a starting point (initial research) which investigates the language functions on the basis of which further studies on banking lexical items or possibly other meta-linguistic functions, such as ideational, interpersonal, and textual can be conducted. .

1.3 Objective of the study Since there is only one research question, this study is therefore aimed at identifying the English language functions required and performed by BCAs tellers so as to justify its claims to have internationally standardized banking services. In achieving the above objective, the writer has developed an analytical procedure as described in Chapter III of this thesis with which to analyze the data based on the theoretical framework outlined in Chapter II.

1.4 Scope of the study The thing that is very important in a research is limitation. Based on the reason, the writer limits the topic so that the writer can focus on the subject being analyzed. In this research, the writer discusses the use of English for BCA tellers with respect to the language functions required by BCA tellers. Therefore, within the scope of the study, it is hoped that the writer can come up with finding which picture the real profile of BCA tellers on the basis of which suggestions can be offered for the betterment of their performance.

1.5 Significance of the Study As this is only an undergraduate thesis, the writer cannot hope much with respect to its potential significance in both theoretical and practical contributions. However, I do hope that this study may represent one barometer of successful completion of an undergraduate degree in English language and literature. Furthermore, the students of FBIB UNISBANK may have a look at the format and procedures of analysis, with which they may proceed to writing their own thesis. Of course in doing so, the writer hopes that they follow strictly the academic tradition of referencing other peoples work to avoid being labeled as plagiarism. Finally, BCA may benefit from the writers suggestions for the betterment of its tellers.

1.6 Organization of the Paper Organizations of the paper refers to how the research is written to report the findings. There are 5 chapters: Chapter I is about Introduction ( this chapter presents the research

foundation including background of the study, statement of the problems, objectives of the study, scope of the study, method of the study, and its organization paper. The keys of comprehending this research are provided in this chapter). Chapter II is about Literature Review (to keep both researchs validity and reliability, the researcher provides knowledge related to the topic). Chapter III is about

Research Methodology In this session, there would be research design, samples, data collection, data instrument, and data analysis. Many data that needed by the researcher are collected and analyzed in this part. Contribution of the samples gives a lot of objective views in gaining the data required). Chapter IV is about Findings and Discussions (it is the spirit of the thesis). The findings display all results of data analysis. The research questions meet the answers in this chapter. To make it clearerfor the readers, the researcher conveys the discussions of the findings). Chapter V is about Conclusion and Suggestions.

CHAPTER II REVIEW OF RELATED LITERATURE

This chapter outlines or reviews relevant literature on the basis of which theoretical framework can be developed in order to come up with solid analytical tools for data analysis.

2.1. English as a Means of Global Communication For the few decades, English has played an important role as in business dealing as stated in http://www.transworldeducation.com/articles/globeeng.htm. that in today's business world, English is no longer viewed as a foreign language - it is the global means of communication: the language of communication wherever a deal is being done internationally. Officially, English now has a special status in more than 75 countries, with a total population of over 2 billion speakers. Furthermore, now it is the time when communication between people may find solutions to any problem from global and local settings. Thus, the English is the main language of most international organization like the United nations, NATO, European Free trade Association. Diplomats and politicians from different countries use this language to communicate with each other. Almost all international conferences and competitions are conducted in English. With opportunity to use internet now, English has become a very popular

means of contacts among people from all over the world. Men and women and even children from different country can talk about their ideas and opinions in the Internet discussions, sending e-mail, learning about their life and culture. Basically there are 2 forms of languages used in communication , namely written and spoken. In written form, a person writes sentences or texts in order for him or her to communicate. Written communication can be either via snail mail, or email. The effectiveness of written communication depends on the style of writing, vocabulary used, grammar, clarity and precision of language. Good written communication is essential for business purposes. Written communication is practiced in many different languages. E-mails, reports, articles and memos are some of the ways of using written communication in business. The written communication can be edited and amended many times before it is communicated to the second party to whom the communication is intended. This is one of the main advantages of using writing as the major means of communication in business activity. Written communication is used not only in business but also for informal communication purposes. Mobile SMS is an example of informal written communication.

2.1.1 English in Banking World To narrow down the issue in line with the topic of the study, English is of course used in Banking World as a means of communication to the customers; emails and other formal letters especially sent to overseas banking affiliates including

branch offices all over the world are written in English. Teleconference among managers across the globe is also conducted in English. \ BCA as one of the leading banking corporations in Southeast Asia has made use of English in international communication within BCAs overseas branches and across other overseas banks. However, it is arguably true that local or national language is still used for local or national transactions. Thus, in Indonesia, BCA uses Bahasa Indonesia. To anticipate the possibility of non domestic customers, a bank also provides bilingual (Indonesian English) transaction forms for its banking services. In addition, a bank also requires the tellers to be able to functionally communicate in English with the non-domestic customers, that is the spoken English as used in everyday exchanges during the banking services. In the case of using spoken English in banking transactions, a bank teller must be able to use English in a specific genre of banking transactional services, which may be classified, according to Systemic Functional Linguistics, into three register variables (Eggins, 1994:52-53), namely (1) field of the discourse, (2) tenor of the discourse and (3) mode of the discourse. The field of the discourse is clear, that is banking transaction. This is arguably true because the teller and his and customers are all busy individuals who, in a bank, have nothing else to talk about except within the banking transaction. The tenor of the discourse is also clear, namely between a teller and a customer as the interactants. Finally, the mode of the discourse may fall within a formal spoken language, 8

especially on the part of the teller. The customer may, sometimes use an informal spoken language towards the teller. This is acceptable since a customer is in banking business considered the king, and the principle that the king can do no wrong is still applied in banking transaction. In practice, it is argued that Bank tellers carry out routine banking operations such as cashing checks and accepting deposits and payments. Some bank tellers are trained to explain different services offered by the bank to its customers. Therefore, a bank teller must be able to comply with standard operating procedures, especially in language function (http://www.iseek.org/careers/careerDetail?id=8&oc=100017).

2.1.2 English Language Functions A lot of what people say is for a purpose: expressing a wish, apologizing, asking for help, etc. Below are identified as some helpful guides to common

language functions focusing on standard phrases, structure and vocabulary used in a particular context of situation, thus producing specific registers in Kenneth Beare (1997) which can be accessed in . http://esl.about.com/b/2007/03/14/languagefunctions.htm (1) Contrasting ideas (2) Making complaints (3) Asking for information (4) Giving advice (5) Guessing 9

(6) Being imprecise or vague (7) Saying No nicely (8) Showing preferences (9) Making suggestions (10) Offering help (11) Giving warnings (12) Demanding explanation In contrasting ideas, there are a number of formulas used when contrasting ideas in English. Here are some of the most common:

We'd love to stay for dinner, but we have got to get going. They decided to stay in the area, in spite of their problems with the local residents. Despite the difficulties of a long journey, Peter decided to visit India. Getting a good job is hard work, however, most people eventually find one with patience. There were a number of people who came, although the hotels were not equipped to handle them all (Kenneth Beare).

Meanwhile, people may make complaints over something by using the following formulas:

I'm sorry to have to say this but... I'm sorry to bother you, but... Maybe you forgot to... I think you might have forgotten to... Excuse me if I'm out of line, but... There may have been a misunderstanding about... Don't get me wrong, but I think we should... (Kenneth Beare)

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At one time or another, people may ask for information by using the following formulas:

Could you tell me...? Do you know...? Do you happen to know...? I'd like to know... Could you find out...? I'm interested in... I'm looking for.. (Kenneth Beare)

In line with normal human communication, some people, due to their power relation may give advice, such as using the following formulas

I don't think you should work so hard. You ought to work less. You ought not to work so hard. If I were you, I'd work less. If I were in your position, I'd work less. If I were in your shoes, I'd work less. You had better work less. You shouldn't work so hard. Whatever you do, don't work so hard (Kenneth Beare).

Of the other language functions that have not been elaborated but are relevant to the current study are offering help and demanding explanation of which the formulas are as follows: In offering help, people may use the formulas, such as (1) May I help you? (2) Can I help you? (3) Are you looking for something? (4) Would you like some help? (5) Do you need some help? (6) What can I do for you today? Meanwhile in demanding explanation, people may use the formulas, such as (1) Can you tell me

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why...(2) I don't understand why...(3) Can you explain why.. (4) Why is it that...(5) How come...(6) Does this mean...(7) Do you really expect me to believe... After knowing some of the language functions as described above, the writer is in a position to describe the English language functions especially used in banking transaction.

2.1.3 English Language Functions in Banking Transaction As above, the writer has outlined common language functions of which offering help, asking for / giving information (something else), demanding explanation (requesting someone to do something) are considered relevant to the current study. Below are possible transactions using language functions that may apply in banking transactions. Expression I want to (... cash a check)? I would like to (... make a deposit into my checking account). I need to withdrawal $500 from my savings account. I would like to apply for ( ...a bank guarantee card). Who would I talk to ( ... about a car loan)? Response Certainly, do you have an ID. Please complete this deposit slip. Of course. Do you have your passbook? Please see the woman at the new accounts desk over there. You will have to see Mr. Ellison in the loan department.

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Source : http://www.yadayadaenglish.com/bank.htm On the part of the customers, they use language functions of (1) expressing a purpose of coming to the bank, such as I want to (cash a check), and (2) asking for information such as Who would I talk to (..about a car loan)? Meanwhile the bank teller in response to the customers expressions may use certain interpersonal expressions, such as Certainly, Of course, Well, etc followed by demanding information, such as Do you have your passbook? or requesting such as Please see the woman at the new account desk. From the above illustration, the writer is of the opinion that the tellers English language exchanges are limited to indicative and imperative elements of clauses. Furthermore, according to Halliday (1994:42-43), the element of a clause chosen as the theme depends on the choice of mood. In other words, every independent clause selects for mood. Here an independent clause is either indicative or imperative in mood; if indicative, it is either declarative or interrogative; if interrogative, it is either polar interrogative (yes/no type) or content interrogative (Wh- type). For examples: Indicative: declarative They drink coffee. They dont drink coffee. Indicative: Interrogative yes/no Do they drink coffee? Indicative: Wh- What do they drink? Imperative: Drink! Lets drink! (Source: http://asalusulbahasa.blogspot.com/2008/12/understandinghallidays-functional.html)

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From the above illustration, language functions are of many types depending on the purposes of the exchanges. Therefore, the writer arrives at the analytical framework that can be used to analyze the data in this thesis, namely by three categories: (1) offering help, (2) asking for / giving information/ demanding for something, (3) expressing thanks each of which can be exemplified below: (1) Offering help Can I help you? What can I do for you? Anything I can do to help? Yes, please. Next, please. Anything else? (etc.) (2) Asking for / giving information/ demanding for something Can I have your ID card, please? Do you have an account with us? Can you go to the next window? Ill be right back. (etc.) (3) Expressing thanks Thank you. Thank you for banking with us. 14

Thank you, come again. (etc.)

2.2 Bank Services There are many banks in Indonesia, so the banks must compete with one another to maintain the customers or inviting people to become their customers. There are some ways to maintain or collect the customers, like: giving high interest rates, giving many facilities for the customers, giving the rewards/gift for the customers and giving the better service for the customers. Many people today find that going to the bank and waiting in line can really be a hassle. Luckily, there are plenty of different ways that a person can avoid having to go to the bank at all. They do this with the help of electronic banking services that were designed to allow more efficient banking. Whether you need to take care of personal finances or you need to use some offshore banking services, new electronic methods can really simplify your life. Since the internet and computers have become so popular, more and more of these electronic banking services have been introduced. That means that regardless of what type of banking you need to do there is likely an electronic way to accomplish the task. One of the most popular types of banking that provides a great deal of convenience involves the automated teller machine, or the ATM. With a simple ATM card we can head to one of these machines and take out money, check our account 15

balance, and even deposit funds into our accounts. Some banks even allow you to transfer money between accounts using an ATM. The only drawback to using ATMs is that there can be high service charges if we use one that is not branded by our bank. Online banking is another form of an electronic banking service that is becoming more popular every day. For those that have access to the internet and a computer all you need to do is head to your banks website and login. From there you have access to all of your accounts that you have at that bank. Transfer funds between your accounts with ease. You can also use online banking to see how much money you have in your accounts and where the money you have spent has gone. If you are looking for superior convince, checkout some of the bill paying electronic banking services that area available. By taking advantage of these services you can really save yourself a lot of time. You can schedule your bills to be paid on time so you never have to worry about a late payment again. You also will not have to spend a bunch of time writing out checks to pay your bills every month. If you use an online bill paying service the money is transferred electronically. This means that you can save a great deal of money on stamps that you will not have to buy each month as well (http://www.bankservices.com/) Traditionally, there are three major functions of a bank: funding, lending, and service. Now the writer wants to talk about them. Funding means that bank is a place for collecting the fund/ finance that save and give the profit for the customers, like: saving and fix deposit. Lending means that a bank is a place for distributing the fund, like: kpr (housing loans), kkb (car or motorcycle loans). Service means that a bank is 16

a place for giving the service facilities, like: SDB (save deposit box), money transfer, and debt collection. Despite the fact that many transactions can be done online, a bank teller is still important. There are still other transactions that cannot be done online. Therefore, a customer should come to the bank. Outlined below are some standard competencies of a bank teller.

2.2.1 Bank Tellers Standard Competencies It is argued that A bank teller is one of the most prominent members of a banks employee base, simply because of their sheer visibility and due to them being an integral part of the bank customer relationship. Therefore, it goes without saying that the job interview for a bank teller is quite important and is also different than the interviews for the other jobs in the bank (http://www.job-interview-site.com/bankteller-interview-questions-and-answers.html). In other words, a bank teller is one of the important divisions of a bank that gives the direct service for the customers in the finance transaction. Normally, a bank gives the basis training for the tellers after recruitment process. Basically, however, a bank teller must know and must be able to do the efficient, interest enthusiastic, friendly, and careful system. Meanwhile, tellers must to know most of knowledge about self grooming standards and etiquettes. He or she s must be able to know about the banking products especially about saving products and services. He or she must

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be able to do the right control about authenticity of money and be able to do the right calculation of the money using the automatic counting money machine or by hands. In addition, a bank teller must be able to apply the principles of knowing the customers by identity for valid or legal money transaction according to the law of banking. Another important thing for a teller is communication, because he or she is connected to the customers directly. Customers that come to a bank may be domestic and non-domestic. In this case, a teller must be able to functionally use English. In short, a bank teller must have good personal grooming, communication skills, including the use of English to accommodate the need for non-domestic banking service. Below are standard attitudes of a bank teller in his or her daily jobs.

(1)

Smiling The first thing that teller must do is always to smile at every people, especially for the customers. Tellers have to give the smile as sincerely as possible. The characteristic of sincere smile is the smile that give by us should from the bottom of the heart so the other people feel comfortable with us. Tellers have to do that to all the customers.

(2)

Greeting The second rule that a teller must do if the customer come to tellers is greeting. There are in English several standard of greeting, such as

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simply saying Good morning then followed by offering helps, as described in 2.1.3 (3) Introducing The third rule that tellers must obeay if the customer come to tellers is introducing self. The introduction between a teller and customer is to know each other although it is performed within the context of a teller and a customer in a single transaction. This does not usually go beyond that. If it has been done, the situation of working is comfortable and it creates familiarity. (4) Offering help In this context, a teller must start to offer help, as a starting point of transaction service. The language function for this has been described in 2.1.3. (5) Getting permission to count the money The language function to comply with this rule is asking for information, that is to ask for permission to count the money. The use of getting permission to count the money is very important because it shows the respect of a teller for the customer. A teller must perform this language function in a friendly way (smiling). There are two ways of counting the money, (1) by hand and (2) by machine. The next is to check if the money is valid or original, that is not counterfeit money. This is carefully done by the ultraviolet light. Failing 19

to do so or if it turns out that there is counterfeit money, a teller is responsible for repayment to the bank. (6) Confirming for the customers transactional input by the teller Completed transaction should be confirmed. A teller must tell the customer that the transaction has been accomplished.

(7) Offering another help Tellers are able to offer another help to the customers if the transaction is finished. Most of the customers forget for their other transaction, so by offering another help it can help to the customers member that, examples: the customers need to print the passbook, another money transaction, etc. (8) Thank you ending Saying Thank you is important in every service encounters. A teller must thank the customers for using the service. It is arguably true that words of thanks can keep a good relationship between a teller and customers. (9) Keeping smiling A teller should keep smiling from the start to the end of transaction, and from one transaction to another.

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CHAPTER III RESEARCH METHOD

Described below is the method that was used in the study. This includes, a a broader sense, research design, method of data collection, and method of data analysis.

3.1 Research Design This study was designed adopting the qualitative paradigm or sometimes called the constructivist approach, or naturalistic or interpretive approach (Creswell, 1994:4). This means that the writer adopted qualitative procedures of data collection and analysis as described in the sub-titles below. In other words, the study is descriptive and interpretative in nature. 3.1.1 Unit of Analysis

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The unit of analysis is each of the English language functions performed by BCAs tellers in order to come up with a comprehensive understanding of their competence and performance in their job as BCAs tellers with respect to the use of English language functions.

3.1.2 English Language Functions There are many language functions according to the nature of exchanges as described in Chapter II. Therefore the writer has limited the language functions as normally performed by a bank teller, and in accordance with standard of performance as a bank teller. These include: (1) Offering help as a starting point of transaction (2) Asking for / giving information / demanding for something (3) Expressing thanks

3.2 Subjects of the Study There were six BCA tellers participating in the study, namely Bayu, Tika, Milka, Siska, Yani, and Michelle. Their personal data were not recorded since there was no relevance to the study. The point was that they were BCA tellers.

3.3 Method of Data Collection 22

In collecting the data, the writer used a checklist type of questionnaire to investigate the types of language functions performed by BCAs tellers. There were six language forms in each category of language functions for the subjects to choose from. Apart from investigation of the language functions performed by BCAs tellers, the questionnaire also deals with the standard procedures of service performed by BCAs tellers. This was just a generic pattern of a tellers transactional banking service. The subjects were to choose the standard procedures of service. The questionnaire (See Appendix) was distributed to the subjects of the study on Friday and the writer expected them to return the completed questionnaire on Monday. It was assumed that they could complete the questionnaire during the weekend period.

3.3 Method of Data Analysis Described below are procedures of data analysis that were used to analyze the data obtained from the checklist type of questionnaire. After the writer received the completed questionnaires, she proceeded to the following steps of data analysis: (1) Tabulating the responses in terms of language forms being used in line with the language function. (2) Calculating the percentage of each response to see the distinctive proportion. 23

(3) Describing the phenomena based on the table.

3.4 Data Interpretation and Presentation In Chapter IV, the writer would present the findings and discussion of the study. The findings would be presented in tables to display the percentage of responses. From the table, the writer would describe the phenomena of each response to get a thorough profile of competence in the use of language functions for standard banking service. For additional information, the writer would describe the setting of the research (BCA) in terms of its services and the banking world prior to the data interpretation.

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CHAPTER IV FINDINGS AND DISCUSSION

This chapter describes the findings and discussion with respect to English language functions performed by BCAs tellers. However, as a starting point, the writer presents a brief profile of BCA, as one of the most outstanding banking corporations in Indonesia of which the information is adapted from

http://hubpages.com/hub/BCA-Bank-Central-Asia-Online-Internet-Banking

4.1 Profile of Bank Central Asia (BCA) BCA is an Indonesia based financial services company. The bank offers various individual and business product services such as insurance, credit card, checking account and saving account. BCA is also known as Bank Central Asia in Indonesia. The current BCA headquarter is located at Jakarta, the capital city of

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Indonesia. BCA is one of the largest banks in Indonesia. It currently has more than 875 domestic branch offices in Indonesia and more than 6300 ATM locations. 4.1.1 History BCA was first established in 1957 as Bank Central Asia NV. During the crisis of 1998, Indonesian government took over the bank due to its cash flow. Panic rush forced the bank to seek assistance from Indonesian government. The government formed IBRA (Indonesian Banking Restructuring Agency) and took over BCA in 1998. BCA also has become public company in 2000 when it sold some of its shares through IPO. In 2002, most of the BCA asset (51% shares) was divested by IBRA though a strategic private placement tender. The majority bank bolder is Farindo Investment ltd. Farindo investment is owned by Hartono family, one of Indonesian Billionaire. Investor can invest in this bank through Jakarta Stock Exchange with stock ticker BBCA (PT Bank Central Asia Tbk). 4.1.2 Product Information and Services The bank offers individual and business products and services. The BCAs individual products and services consist of savings accounts (regular saving & Certificate of Deposit - CD), electronic banking, credit cards consumer credit products, bank assurance (insurance), investment products, remittance, collection and safe deposit facilities. The consumer credit products include home loans, refinancing, apartment and car loan and business loan. The bank also offers insurance, treasury and international banking services. 26

The Bank's business products and services consist of BCA trade, saving accounts, working capital loans, investment loans and bank guarantees for small and medium-sized enterprises, as well as for corporate customers. In addition, it provides export import facilities, such as letters of credit, discounting, documentary collections, and negotiation letter. The Bank's subsidiaries include PT BCA Finance and BCA Finance Limited. There are two overseas branch offices located in Hong Kong and Singapore. 4.1.3 Internet banking and mobile capability BCA is well known with its internet banking. BCA provides online banking services to all customers. Whether you are out of country as well as in Indonesia, customer can access their account online 24/7 from any location with online capability. It also provides mobile banking for cell phone user. This certainly can provide an easy access for many customers that want this mobile feature through mBCA. The online banking can be accessed through www.klikbca.com. By using BCA online banking, customers can access various banking / financial activities such as:

Manage and track financial transactions View and print account statements (up to 12 months) Transfer funds between accounts as well as other bank accounts

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Update and change personal contact information such as address and email info

Access account at any time and any location Monitor accounts for any suspicious financial activity Manage credit cards account and debit card account Pay bills online or through mobile banking (m-BCA) Contact bank customer service or representative (Halo BCA) Check various currency rates Provide demo on online banking

Furthermore, described below are the minimum requirements to access online banking (click BCA or KlikBCA) : 1. Laptop or desktop computer with online capability 2. Support 128 bit ssl security encryption protection 3. You have Key BCA to do any e-financial transaction 4. Support and has internet explorer ver. 6.0 or above With BCA online account, anyone can pay bills online such as: credit card balance, phone & cell phone services, Internet account, home insurance account, personal loans, government taxes, electricity bills, education bill and more.

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Another interesting feature with BCA online banking is customer can buy prepaid cell phone credit through their online account. Customer can also buy stock online as well as any trading activities. In addition, for wire transfer information, the SWIFT code for BCA is CENAIDJA.

However, she is quite sure that the results of the study can represent the competence of all BCAs tellers all over Indonesia because in the recruitment and training process, BCA always uses the same criteria of a tellers standard competence.

4.2 Findings To be more specific or focused, the writer presents the findings on the basis of per language function. For language function 1: Offering help, the results are tabulated below: Table 4-1: Offering Helps No a. b. c. d. e. f. Utterances Good morning, can I help you? Good morning, can you help me? Good morning, what can I do for you? Good morning, what can you do for me? Yes, please. Hi, you again, what can I do for you, now? f 6 0 4 0 2 1 % 100 0 66 0 33 16

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As described in Chapter III, there were six BCAs tellers participating in the study. Thus, if the f (frequency) is 6, it means that every teller will most probably perform this specified utterance. It is therefore 100%. From Table 4-1 above, it is clear that 100% of the tellers perform utterance (a), followed by 66% utterance (b), 33% utterance (e), and only 16% utterance (f). Thus, BCAtellers are very professional with 100% mastering the standard competence of Offering help English language function. 66% of them like to vary the utterance using the utterance (c); while 33% like to be more efficient, and 16% want to look friendly. None of them uses the wrong language function. With respect to the language function introducing self, the results are tabulated as follows: Table 4-2: Introducing Self No a. b. c. d. e. f. Utterances I am ______. Whats your name? My name is _____. May I know your name? You may know my name but what is your name? My name is _______. Why dont you know my name? I am ________. And you are.? My name is ________. Your name, please? f 6 4 2 0 3 6 % 100 66 33 0 50 100

From Table 4-2 above, it is clear that 100% of the tellers chose to perform utterances (a), the standard functional language, and utterance (f), the effective one, followed by 66% utterance (b), 33% utterance (c), and only 50% utterance (f). Thus, BCAtellers are very professional with 100% mastering the standard competence of Introducing self in English language function. 66% of them like to vary the

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utterance using the utterance (b); all of them (100%) also like to be more efficient, and 50% want to look friendly. None of them uses the wrong language functions. One of the standard competence as a bank teller is to be granted permission to count the money. In this respect, the study shows the following results: Table 4-3: Getting Permission to Count the Money No Utterances a. Let me count the money, please b. Have I counted the money, please. c. Let me use the machine to count the money. Your attention, please. d. Wow, thats a lot. Have you counted the money? e. Why should I count the money? f. Shall I count the money? f 6 0 4 0 2 1 % 100 0 66 0 33 16

From Table 4-3 above, it is clear that 100% of the tellers chose to perform utterance (a), the standard functional language, followed by 66% utterance (c), and 16% of them chose a bit formal form (f). Utterances (b,d) were not chosen as they are completely wrong. Thus, BCAtellers are very professional with 100% mastering the standard competence of granted permission in English language function. However, 33% of them like got wrong choice (e). Another standard of banking service is that in the case of cash withdrawal by a customer, a teller must ask the customer to count the money before leaving the counter. In this respect, the study shows the following results Table 4-4: Getting Customers to Count the Money before Leaving No Utterances a. Before you leave, please count the money. f 6 % 100

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b. c. d. e. f.

Count the money. No complaint granted upon leaving. Could you please count the money? Would you please count the money before leaving us. Here is your money, please count. Why should you count the money?

4 5 3 2 0

66 83 50 33 0

From Table 4-4 above, it is clear that 100% of the tellers chose to perform utterance (a), the standard functional language. 66% chose a bit formal form (b). A range of 33% to 83% was attributed to choices of utterances (b,c,d,e). One negative attitude of utterance (f) was not chosen. Another generic stage of banking services is that a teller may demand for something from the customer. In this respect, the study shows the following results: Table 4-5: Demanding for Something No a. b. c. d. e. f. Utterances Can I have your ID card? Where is your ID card? Your ID card, please? Come on; ID card out, please? May I please have your ID card? Let me have a look at your ID card, please. f 6 1 6 0 3 1 % 100 16 100 0 50 16

From Table 4-2 above, it is clear that 100% of the tellers chose to perform utterance (a), the standard functional language, and utterance (c), the effective one, followed by 50% utterance (e), 16% utterance (b.f), and only no teller chose

utterance (d) which is rude. Thus, BCAtellers are very professional with 100% mastering the standard competence of Demanding for something in English language function.

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Still another important generic stage of tellers banking transaction is how to get some information about a customer. This normally involves whether or not a customer has a BCA account. The results are displayed below: Table 4-6: Asking for Information No a. b. c. d. e. f. Utterances f % Do you have an account with us? 6 100 Your account, please. 0 0 Where is your account? 0 0 What is your account number? 1 0 Would you like to have an account with us? 1 16 Do you have any BCA account? 3 50 From Table 4-2 above, it is clear that 100% of the tellers perform utterance

(a), the standard functional language, and utterance (f) chosen by 50% of the respondents. Utterance (e) is for promotional purposes, and was performed by 16% of the respondents, Utterances (b,c) are not relevant and therefore were not chosen. Thus, BCAtellers are very professional with 100% mastering the standard competence of Asking for information in English language function. 66% of them like to vary the utterance using the utterance (b); all of them (100%) also like to be more efficient, and 50% want to look friendly. None of them uses the wrong language functions. Table 4-7: Standard Attitude No a. b. c. d. Utterances Keep smiling Contextually smiling Having to smile Looking well-groomed and smiling 33 f 2 6 0 6 % 33 100 0 100

e. f.

Smiling and occasional winking Smiling to flirt

1 0

16 0

From Table 4-7 above, it is clear that 100% of the tellers chose to perform utterances (a, d), the standard functional language; 33% chose to keep smiling. Only 16 % chose to perform smiling and occasionally winking, which is actually not quite good attitude. No teller chose utterances (c, f) which are negative in nature. Thus, BCAtellers are very professional with 100% mastering the standard attitude. To end a transaction smoothly and professionally is not of least importance. BCA tellers chose to perform the following thank you ending. Table 4-8: Thank You Ending No a. b. c. d. e. f. Utterances Thank you for your banking transaction with us. Thank you for choosing BCA. Have a nice day. Thanks and have a nice day. Thanks and say hello to your family. Thank you for coming. It was nice to meet you. Thanks and come again for different transactions. f 5 6 6 3 2 4 % 83 100 100 50 33 66

From Table 4-7 above, it is clear that BCAs tellers have adopted a good generic stage of ending a banking transaction. 100% of them chose to perform standard thank you ending as in utterances (b,c). 83% chose a rather formal style of expressing thanks. Another formal style (f) was chosen by 66%. A friendly style was chosen by 50% of the respondents. Sometimes a teller must also have to deal with a specific case. In this study, the writer just chose one sample case, that is a non-domestic customer came to the

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bank because he or she wanted to change money into smaller nominal. Here go the results: Table 4-9: Special Case No a. b. c. d. e. f. Utterances One thousand, ten thousand, twenty or what? How do you want your money? What nominal would you like to have? Are you sure you only want to change your money? What nominal? Ok, what nominal do you want? f 2 5 6 0 6 4 % 33 83 100 0 100 66

From Table 4-9 above, it is clear that 100% of the tellers chose to perform correct utterances (c, e), the standard functional language, and 83% chose to perform survival utterance (b), the effective one, followed by 66% utterance (f), 33%

utterance (c), and only 50% utterance (f). Thus, BCAtellers are very professional with 100% mastering the standard competence of special case that is exchange of money in English language function. Most importantly, no teller chose to perform the wrong one (d). Whenever, a transaction ends, it is important that a teller should offer another help, to anticipate the possibility of a customers doing any other transaction. Normally a customer will just say No, thanks. But it has become the standard of service. Table 4-10: Offering another Help No Utterances a. Thats all. Anything else? b. Youre done. Any other transaction, please? f 6 6 % 100 100

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c. d. e. f.

Any other transaction youd like to deal with? Its a deal. Anything else? Anything else, Sir? / Mom? Thats all. What else?

6 6 6 6

100 100 100 100

From Table 4-2 above, it is clear that 100% of the tellers perform correct utterances of almost any forms of style in offering another help upon completion of one transaction. It seems that they are professional in offering another help. It is also logical to assume that they have been learning English, especially English for Specific Purposes when they were at school. Besides, each of BCAs tellers have undergone special trainings before they become tellers. Tellers work under contract before they are promoted into permanent staff members. Therefore they have to be professional in all possible banking transactions that a teller may encounter. Table 4-11: General Competence of Language Functions No Comments a. Ya, sangat yakin. Saya kan alumnus Sastra Inggris. b. Ya, yakin karena yang diomongkan itu-itu juga. c. Kadang bigung juga kalau pas nasabah agak crewet dan ngomong banyak, yang penting senyum, dikira tahu. d. Nggak masalah, kalau bingung bisa dengan kode. e. Tergantung, kalau orang Korea, Jepang, ampun deh Inggrisnya. f. Yah, biasa-biasa saja. OK juga! g. Others Comments: as described below f 1 5 2 1 1 6 6 % 16 83 33 16 16 100 100

From Table 4-11 above, it is clear that 100% of the tellers commented that serving non-domestic customers was just OK. Meanwhile Comments (g) are open in

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nature and surprisingly everyone (100%) commented differently: Bayu, for example, said that it was OK serving non-domestic customers, since there were not many like in Yogya, Nggak papa, jumlahnya tak sebanhyak di Yogya. Siska said differently that she was quite comfortable serving non-domestic customers quoted as saying Aku yakin bisa kok. Meanwhile, Milka said it was OK as far as the non-domestic customers were from America, quoted as saying, Yang penting orang Amerika, bagi saya no problem. The other three tellers comments were quite similar that they felt Ok in serving non-domestic customers. In short, BCAs tellers are very professional in handling non-domestic transactions even though they still need to learn more English in order to be more self-confident. 83% of BCAs tellers were confident since the language exchanges were quite similar day after day. 33% were confused when the non-domestic customers were talkative. Surprisingly, 16% admitted to use special code in case of difficulty and another 16% found difficulty dealing with Korean and Chinese customers. With respect to the requests of suggestions by BCAs tellers for their personal development, most of them similarly want to be promoted as full time tellers. It is true that so far all BCAs tellers work on contract basis.

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CHAPTER V CONCLUSION AND SUGGESTIONS

After analyzing the data for possible English language functions performed by BCAs tellers, presented below are the writers conclusion and suggestion that will round u the study depending on the research question.

5.1. Conclusion From the analysis, it can be concluded that all BCAs tellers under study have achieved a considerable degree of performance standard as specified by the fact that they managed to choose the correct utterances and avoid the wrong utterances. The study simply justifies BCAs claims that it has an international standard of service and has gone international by the establishment of representatives overseas. The English language functions used by BCAs tellers include (1) Offering Help, (2) Introducing Self, (3) Granted Permission to Count the Money, (4) Requesting Customers to Count the Money before Leaving, (5) Demanding for Something, (6) Asking for Information of an Account, (7) Standard of Grooming, (8) Thank You Ending, (9) Special Case / Money Changing, (10) Offering another Help, (11) English Proficiency, all of which can be responded by BCAs tellers in terms of accuracy, standard, efficiency of English language functions. 38 branch offices or

Finally all BCAs tellers wanted to be promoted as full time tellers. It is BCAs personnel policy to employ its tellers on contract basis.

5.2 Suggestions The writer realizes that the study is still far from being perfect. It only jutstifies that BCAs claims that it has international standard and has gone

international are true. However, the writer has some suggestions for the betterment of BCA in general and its tellers in particular. 1) BCA should recruit its tellers of English Department students, since it is easier for them to learn banking standards of services. Most importantly, they have known some English for better career advancement in banking industries. My logic is clear. It is easier to teach banking to personnel with English background, than to teach English to personnel with banking background. A research for this assumption has yet to be conducted. 2) As suggested by the tellers under study, BCA should promote experienced tellers to be full time staff. The writer realizes that a teller must always be young, beautiful and energetic. This can only be achieved through employment on contract basis since BCA can terminate the employment at the end of a contract, and recruit much younger ones for organizational refreshment. But honestly, this results in tellers working under pressure without job security. 39

BIBLIOGRAPHY

BCA website at http://hubpages.com/hub/BCA-Bank-Central-Asia-Online-InternetBanking (accessed on February 27, 2011). Creswell, John W. (1994). Research Design, Qualitative and Quantitative Approaches. New Delhi: Sage Publication. Eggins, Suzanne (1994). An Introduction to Systemic Functional Linguistics. London: Pinter Publisher. Seek Career. http://www.iseek.org/careers/careerDetail?id=8&oc=100017 (Accessed on February 28, 2011) TransWorld Education http://www.transworldeducation.com/articles/globeeng.htm. (Accessed on February 27, 2011).

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APPENDIX
CHECKLIST QUESTIONNAIRE TOPIC : ENGLISH LANGUAGE FUNCTION Teman-teman Teller BCA yang terhormat, dalam rangka penulisan skripsi saya dengan judul English language Functions Performed by BCAs Tellers, saya mohon dengan hormat agar teman-teman sudi meluangkan waktu untuk mengisi questionnaire ini. Saya ucapkan banyak terima kasih atas bantuan teman-teman Teller BCA Pilih jawaban yang tepat pada setiap pertanyaan di bawah ini dengan melingkari pilihan anda. Untuk setiap petanyaan anda boleh menjawab lebih dari satu. 1. Sebagai teller yang terstandar, apabila pada jam kerja pagi kemudian ada nasabah non domestik (orang asing), anda akan membuka pelayanan dengan mengatakan a. Good morning, can I help you? b. Good morning, can you help me? c. Good morning, what can I do for you? d. Good morning, what can you do for me? e. Yes, please. f. Hi, you again, what can I do for you, now?

2. Dalam melayani nasabah non-domestik, anda juga harus mengenalkan diri. Untuk ini anda akan mengatakan:

41

a. I am ______. Whats your name? b. My name is _____. May I know your name? c. You may know my name but what is your name? d. My name is _______. Why dont you know my name? e. I am ________. And you are.? f. My name is ________. Your name, please? 3. Dalam melayani nasabah non-domestik, anda juga harus menghitung kembali uang nasabah. Untuk ini anda akan mengatakan. a. Let me count the money, please. b. Have I counted the money, please. c. Let me use the machine to count the money. Your attention, please. d. Wow, thats a lot. Have you counted the money? e. Why should I count the money?

f. Shall I count the money? 4. Dalam melayani nasabah non-domestik, anda juga harus meminta nasabah menghitung uang sebelum meninggalkan loket. Untuk ini anda akan mengatakan. a. Before you leave, please count the money.

42

b. Count the money. No complaint granted upon leaving.

c. Could you please count the money? d. Would you please count the money before leaving us.

e. Here is your money, please count. f. Why should you count the money.

5. Dalam melayani nasabah non-domestik, anda juga kadang meminta kartu identitas nasabah. Untuk ini anda akan mengatakan. a. Can I have your ID card?

b. Where is your ID card? c. Your ID card, please? d. Come on; ID card out, please? e. May I please have your ID card? f. Let me have a look at your ID card, please. 6. Dalam melayani nasabah non-domestik yang mau transfer uang, anda juga bertanya apakah dia punya rekening BCA. Untuk ini anda akan mengatakan. a. Do you have an account with us? b. Your account, please.

43

c. Where is your account? d. What is your account number? e. Would you like to have an account with us? f. Do you have anyBCA account? 7. Dalam melayani nasabah non-domestik, anda juga harus stadar sikap pelayanan. Untuk ini anda akan: a. Keep smiling b. Contextually smiling c. Having to smile d. Looking well-groomed and smiling e. Smiling and occasional winking f. Smiling to flirt 8. Dalam melayani nasabah non-domestik, anda wajib berterima kasih atas kunjungan nasabah. Untuk ini anda akan mengatakan: a. Thank you for your banking transaction with us. b. Thank you for choosing BCA. Have a nice day. c. Thanks and have a nice day. d. Thanks and say hello to your family. e. Thank you for coming. It was nice to meet you.

44

f. Thanks and come again for different transactions.

9. Dalam melayani nasabah non-domestik, anda kadang jenkel juga karena dia hanya mau tukar uang. Untuk mengetahui jenis uang yang dia inginkan, anda akan mengatakan a. One thousand, ten thousand, twenty or what? b. How do you want your money? c. What nominal would you like to have? d. Are you sure you only want to change your money? e. What nominal? f. Ok, what nominal do you want?

10. Dalam melayani nasabah non-domestik, anda juga harus menawarkan transaksi lain. Untuk ini anda mengatakan: a. Thats all. Anything else? b. Youre done. Any other transaction, please? c. Any other transaction youd like to deal with? d. Its a deal. Anything else? e. Anything else, Sir? / Mom?

45

f. Thats all. What else? 11. Dalam melayani nasabah non-domestik, apakah anda cukup yakin dengan bahasa Inggris anda secara fungsional? a. Ya, sangat sakin. Saya kan alumnus Sastra Inggris. b. Ya, yakin karena yang diomongkan itu-itu juga. c. Kadang bigung juga kalau pas nasabah agak crewet dan ngomong banyak, yang penting senyum, dikira tahu. d. Nggak masalah, kalau bingung bisa dengan kode. e. Tergantung, kalau orang Korea, Jepang, ampun deh Inggrisnya. f. Yah, biasa-biasa saja. OK juga! g. (lainnya?) ..

Saran anda untuk kemajuan Teller BCA . . . SEKALI LAGI, SAYA UCAPKAN BANYAK TERIMA KASIH ATAS BANTUAN TEMAN-TEMAN TELLER BCA

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