Untitled - Usahid Surakarta Repository

i

TABLE OF CONTENTS

ACKNOWLEDGMENTS ............................................................................... i

CHAPTER 1 INTRODUCTION ..................................................................... 1

1.1 Background and Rationale ........................................................................ 1

1.2 Research Objectives .................................................................................. 8

1.3 Research Significance ............................................................................... 9

1.4 Research Questions ......................................................................................... 10

1.5 Limitations ...................................................................................................... 10

1.6 Outline of the Dissertation ............................................................................... 11

CHAPTER 2 LITERATURE REVIEW ................................................................ 13

2.1 Theories of Politeness ..................................................................................... 13

2.1.1 Politeness Markers ....................................................................................... 19

2.1.2 Grice’s Cooperative Principles .................................................................... 22

2.1.3 Leech’s Politeness Principles ....................................................................... 24

2.1.4 Brown and Levinson’s Politeness Strategies ............................................... 28

2.1.5 Poedjosoedarmo’s Politeness Norms ........................................................... 42

2.1.6 Politeness Levels .......................................................................................... 47

2.1.7 Cross-Cultural Perspectives on Politeness ................................................... 50

2.1.8 Criticisms of Politeness Theories ................................................................. 53

2.2 Tourism ................................................................................................................ 56

2.2.1 Tourist ............................................................................................................... 57

ii

2.2.2 Tourism Industry .......................................................................................... 57

2.2.3 Tourism Service Provider ............................................................................. 58

2.2.3.1 Tour Guide ................................................................................................ 58

2.2.3.2 Travel Agent Officer ................................................................................. 58

2.2.3.3 Tourism Object Officer ............................................................................. 59

2.2.3.4 Tourist Information Center Officer ........................................................... 59

2.2.3.5 Hotel Employee......................................................................................... 60

2.2.3.6 Restaurant Employee ................................................................................ 61

2.2.3.7 Souvenir Seller .......................................................................................... 61

2.3 Tourism-Service Register ............................................................................... 61

2.3.1 Kinds of Tourism-Service Register .............................................................. 64

2.4 Tourism Industry in Central Java .................................................................... 71

2.5 Sociopragmatic Study ..................................................................................... 73

2.5.1 Speech Acts .................................................................................................. 75

2.5.2 Deixis ........................................................................................................... 79

2.5.3 Context ......................................................................................................... 81

2.5.4 Nonverbal Behavior ..................................................................................... 85

2.6 Hypothesis ....................................................................................................... 90

CHAPTER 3 SUBJECT AND RESEARCH METHOD ...................................... 91

3.1 Type of Research ............................................................................................. 91

3.2 Location of Research ...................................................................................... 91

3.3 Sources of Research Data ............................................................................... 93

3.4 Sampling ......................................................................................................... 94

3.5 Techniques for Collecting Data ....................................................................... 96

iii

3.5.1 Observation and field notes .......................................................................... 96

3.5.2 Recordings ................................................................................................... 97

3.5.3 Questionnaire ............................................................................................... 98

3.5.4 In-depth interviewing ................................................................................. 100

3.5.5 Document analysis ..................................................................................... 101

3.6 Data Validation .................................................................................................. 102

3.7 Research Procedure ....................................................................................... 103

3.8 Model of Analysis ......................................................................................... 106

CHAPTER 4 POLITENESS MARKERS IN TOURISM-SERVICE

REGISTER IN CENTRAL JAVA .................................................................... 112

4.1 Introduction… ............................................................................................... 112

4.2 Politeness Markers to Greet and Offer Assistance ........................................ 114

4.3 Politeness Markers to Agree… ..................................................................... 119

4.4 Politeness Markers to Request… .................................................................. 124

4.5 Politeness Markers to Command… .............................................................. 130

4.6 Politeness Markers to Refuse… .................................................................... 133

4.7 Politeness Markers to Apologise… .............................................................. 139

4.8 Politeness Markers to Give Alternative Suggestions… ................................ 142

4.9 Politeness Markers to Give Compliments………...…………………. 148

4.10 Politeness Markers to Give Notice… .......................................................... 150

4.11 Politeness Markers to Express Gratitude… ................................................ 155

4.12 Recapitulation of Politeness Markers. ........................................................ 159

CHAPTER 5 POLITENESS PRINCIPLES IN TOURISM-SERVICE


iv

5.1 Introduction… ............................................................................................... 163

5.2 Tact Maxim ................................................................................................... 164

5.3 Generosity Maxim ........................................................................................173

5.4 Approbation Maxim…………………………………………………... 179

5.5 Modesty Maxim ............................................................................................ 185

5.6 Agreement Maxim……………………………………………………. 192

5.7 Sympathy Maxim .......................................................................................... 199

5.8 Recapitulation of Politeness Principles… ..................................................... 206

CHAPTER 6 POLITENESS STRATEGIES IN TOURISM-SERVICE


6.1 Introduction……………………………………………………………. 208

6.2 Positive Politeness Strategies………………………………………….. 209

6.2.1 Notice, attend to H…………………………………………………... 209

6.2.2 Exaggerate…………………………………………...……………… 213

6.2.3 Intensify interest to H......................................................................... 216

6.2.4 Use in-group identity markers in speech…………………………..... 221

6.2.5 Seek agreement in safe topics……………………………………….. 224

6.2.6 Avoid disagreement…………………………………………………. 227

6.2.7 Presuppose/raise/assert common ground…………………………..... 231

6.2.8 Joke………………………………………………………………….. 234

6.2.9 Assert or presuppose knowledge of and concern for hearer’s wants… 237

6.2.10 Offer, promise… ...................................................................................... 238

6.2.11 Be optimistic… ........................................................................................ 243

6.2.12 Include both S and H in the activity… .................................................... 246

v

6.2.13 Give or ask for reasons…......................................................................... 249

6.2.14 Assume or assert reciprocity… ................................................................ 253

6.2.15. Give gifts to H (goods, sympathy, understanding, cooperation)… 256

6.3 Negative Politeness Strategies… .................................................................. 259

6.3.1 Be conventionally indirect… ..................................................................... 260

6.3.2 Question, hedge… ..................................................................................... 263

6.3.3 Be pessimistic……………………………………………………….. 265

6.3.4 Minimise the imposition… ........................................................................ 267

6.3.5 Give deference… ....................................................................................... 270

6.3.6 Apologise… ............................................................................................... 273

6.3.7 Impersonalise the S and H… ..................................................................... 275

6.3.8 State the FTA as a general rule……………………………………… 278

6.3.9 Nominalise… ............................................................................................. 280

6.3.10 Go on record as incurring a debt, or as not indebting H… ...................... 281

6.4 Recapitulation of Politeness Strategies… ..................................................... 283

CHAPTER 7 POLITENESS NORMS IN TOURISM-SERVICE REGISTER

IN CENTRAL JAVA ................................................................................................ 290

7.1 Introduction… ............................................................................................... 290

7.2 Sumanak ‘Friendly’……………………………………………………… 291..

7.3 Sabar lan sareh ‘Patient and with ease, calm’… .......................................... 295

7.4 Tepa slira ‘Showing a feeling of sympathy or solidarity’… ........................ 300

7.5 Andhap asor ‘Giving a higher respect, appropriate appreciation’… ............ 304

7.6 Empan papan ‘Matches with the setting and occasion’ ................................ 308

7.7 Nuju prana ‘Pleasing, satisfying’… ..............................................................312

vi

7.8 Recapitulation of Politeness Norms… .......................................................... 316

CHAPTER 8 POLITENESS LEVELS IN TOURISM-SERVICE


8.1 Introduction ................................................................................................ 319

8.2 Politeness Levels in the Conversation on Handling Reservations .............. 321

8.3 Politeness Levels in the Conversation on Meeting Tourists at the

Airport/Railway Station .............................................................................. 324

8.4 Politeness Levels in the Conversation on Providing Information upon

Arrival on the Way to Hotel ........................................................................ 325

8.5 Politeness Levels in the Conversation on Helping Tourists with Their

Registration ................................................................................................. 327

8.6 Politeness Levels in the Conversation on Handling Telephone

Enquiries ..................................................................................................... 330

8.7 Politeness Levels in the Conversation on Giving Directions ...................... 332

8.8 Politeness Levels in the Conversation on Giving Information about Art

Performances and Entertainment ................................................................ 333

8.9 Politeness Levels in the Conversation on Beginning a Tour and

Describing the Itinerary .............................................................................. 335

8.10 Politeness Levels in the Conversation on Describing Points of Interest

on the Tour Route ........................................................................................ 337

8.11 Politeness Levels in the Conversation on Serving Meals at Restaurant ..... 345

8.12 Politeness Levels in the Conversation on Describing Processes Used in

Making Art Objects ..................................................................................... 350

8.13 Politeness Levels in the Conversation on Bargaining for Souvenir

vii

Prices ........................................................................................................... 352

8.14 Politeness Levels in the Conversation on Describing Tourist Sites ............ 357

8.15 Recapitulation of Politeness Levels ............................................................ 360

CHAPTER 9 CROSS-CULTURAL PERSPECTIVES ON POLITENESS IN

TOURISM-SERVICE REGISTER IN CENTRAL JAVA ................. 364

9.1 Introduction ................................................................................................. 364

9.2 Similar Perceptions on Politeness in Tourism-Service Register between

English Speaking Tourists and Indonesian Speaking Tourists ..................... 367

9.2.1 Similar Perceptions on Polite Tourism-Service Register. ......................... 367

9.2.2 Similar Perceptions on Normal Tourism-Service Register ........................ 375

9.2.3 Similar Perceptions on Impolite Tourism-Service Register ....................... 380

vii

i

9.3 Different Perceptions on Politeness in Tourism-Service Register

between English Speaking Tourists and Indonesian Speaking Tourists . 382

9.3.1 Different Perceptions on Polite and Normal Tourism-Service Register. 382

9.3.2 Different Perceptions on Normal and Impolite Tourism-Service

Register ...................................................................................................... 388

9.3.3 Different Perceptions on Polite and Impolite Tourism-Service Register 395

9.4 Recapitulation of Cross-Cultural Perspectives on Politeness ...................... 399

CHAPTER 10 CONCLUSION AND SUGGESTION ........................................ 403

10.1 Conclusion ................................................................................................... 403

10.2 Suggestion ................................................................................................... 409

REFERENCES .................................................................................................... 412

APPENDICES ..................................................................................................... 420

iv

ACKNOWLEDGMENTS

In the name of Allah, the Beneficent, the Merciful. With Allah’s Blessing

and Guidance, I finally finish this dissertation. The Prophet’s saying “God is

Remarkably Beautiful and likes the beauty” inspired me to explore the research

project related to language and tourism. My debts to others are exceptionally

numerous and varied.

I sincerely thank to my promoter Professor I Dewa Putu Wijana and co-

promoter Dr. F. X. Nadar for their support, encouragement, advice, consultation

and attention throughout the study. I also thank to Associate Professor Helen

Tebble for her supervisory to sharpen the theoretical study and develop up-to-date

research methodology of my PhD research project during my academic visit in

School of Languages, Cultures and Linguistics, Monash University.

I would like to express appreciation to Professors Soepomo Poedjosoedarmo

and M. Sri Samiati Tarjana for their advice and discussion during my research

period. I would also like to acknowledge valuable suggestions from Professor

Made Budiarsa and Dr. Suhandano for the improvement of this dissertation.

Many thanks to Dr. Matthew Piscioneri from Learning Support Unit of

Monash University who assisted me to proofread the syntax and type of structure

of the dissertation.

Dr. Ida Rochani Adi, the Dean of the Faculty of Cultural Sciences of Gadjah

Mada University who assisted me to facilitate the administrative matters during

my study.

v

My colleagues in Sahid Tourism Institute of Surakarta, Sebelas Maret

University and Muhammadiyah University of Surakarta who gave moral support

during my study.

Most of all, I like to thank my family, my wife Wulan and my daughter Kiky

who had made many sacrifices for me, particularly in the last one semester during

my off award period in Australia.

My study was funded by the Directorate General of Higher Education of the

Republic of Indonesia and the research project was funded in the terms of the

Doctoral Dissertation Research Grant and the Overseas Sandwich Program.

x

TABLE OF CONTENTS

Page

ACKNOWLEDGMENTS ............................................................................... iv

TABLE OF CONTENTS ................................................................................ x

CHAPTER 1 TOURISM INDUSTRY ............................................................ 1

CHAPTER 2 THEORY OF REGISTER AND POLITENESS ....................... 14

CHAPTER 3 RESEARCH METHODOLOGY .............................................. 92

CHAPTER 4 REGISTER AND POLITENESS MARKER IN TOURISM

INDUSTRY ................................................................................ 113

CHAPTER 5 REGISTER AND POLITENESS PRINCIPLE IN TOURISM

INDUSTRY ................................................................................ 164

CHAPTER 6 REGISTER AND POLITENESS STRATEGY IN TOURISM

INDUSTRY ................................................................................ 209

CHAPTER 7 REGISTER AND POLITENESS NORM IN TOURISM

INDUSTRY ............................................................................... 291

CHAPTER 8 REGISTER AND POLITENESS LEVEL IN TOURISM

INDUSTRY ............................................................................. 320

CHAPTER 9 CROSS-CULTURAL PERSPECTIVE ON REGISTER AND

POLITENESS IN TOURISM INDUSTRY ............................ 365

CHAPTER 10 FUTURE RESEARCH SUGGESTION .................................. 404

REFERENCES ................................................................................................ 413

APPENDICES ................................................................................................. 421

1

CHAPTER 1

INTRODUCTION

1.1 Background and Rationale

Tourism is the second-largest source of income for Indonesia after the oil and

gas sector. That is why the development of tourism in this country is so important

(www.tourismindonesia.com). Since 2003 there has been rapid and massive

development of tourism infrastructure and tourism events in Central Java to

facilitate and attract tourists. This new infrastructure includes the modernised

Adisumarmo and Ahmad Yani International Airports, tourist transportation, several

new three and four star hotels, some dedicated areas for evening culinary tours, city

landmarks, city walks and city parks, revitalised Lawangsewu Heritage and

Mangkunegaran Palace, Danarhadi Batik Museum, Jaladara Colonial Era Steam

Train, Pandawa World Class Water Park, Pacitan World Karst Museum, Sangiran

Pre-Historic Java Man Museum Tower, numerous new souvenir markets using

traditional architecture, and even accommodation for tourists with mobility

difficulties. The annual tourism events include Borobudur Travel Mart (since 2003),

World Heritage Cities Conference and Expo (since 2004), Solo International

Contemporary Ethnic Musics Festival (since 2005), Solo Batik Carnival (since

2006), World Dance Festival (since 2007), Solo International Performing Art (since

2008), World Palaces Festival (since 2009), Solo Batik Fashion (since 2010) and

Visit Central Java 2013 which was commenced since 2011.

Since declared as a tourism city in 2003 by the Mayor of Surakarta City

(Regulations number 06/2003), the tourists visit to this city is improving

2

significantly the year to year as shown in the following table.

Table 1.1 Sum of Foreign and Domestic Tourists Visit to Surakarta City

Year 2010 2011 2012 2013 2014 2015 2016

Foreign

Tourists

7,585 9,649 10,626 11,922 13,859 26,047 27,420

Domestic

Tourists

722,890 760,096 904,984 960,625 1,029,003 1,054,283 1,159,711

(Source: The Central Statistical Agency of Surakarta City)

As a token of appreciation, on 13 November 2009 the Indonesian Tourism

Award Association awarded Surakarta City, the main tourism city in Central Java,

to become the best destination urban tourist attraction in Indonesia. Then on 18

October 2010 the Vice President of the Republic of Indonesia officially announced

Solo City as The City of Charm (www.wisatasolo.com). However, the local

government has not provided adequate training for the many people currently and

who will need to be employed in this new tourism industry. In particular it has not

paid any attention as yet to improving the quality of their service and attitudes to

tourists in terms of their verbal and non-verbal communication.

As one of the main tourism centres in Indonesia, Central Java is a destination

with many places of interest for tourists. Places of interaction between tourists and

tourism service providers in this area include the airports, bus stations, train

stations, tourist information centres, travel agencies, hotels, restaurants, places of

tourist interest, souvenir shops and excursions. The language tourism service

providers use during interactions in these many and varied locations – both verbal

and non-verbal – plays an important role in satisfying tourists needs.

A basic goal of the tourism industry anywhere in the world is to provide an

enjoyable and positive memorable experience for tourists. This can be especially

3

accomplished by tourism service providers who are not only skilful in providing

their services but also able to communicate well and use appropriate nuances of

politeness.

In the tourism industry, tourists act as guests and tourism service providers

act as hosts. As the hosts, tourism service providers serve guests as well as possible

in order to ensure the guests' satisfaction. Levels of satisfaction can be determined

by the politeness of the hosts' behaviour towards their guests, including the

politeness of their “tourism-service register”. In this research project, I propose the

term “tourism-service register” or register layanan wisata as a new term in English

and Indonesian to distinguish my focus from the term language of tourism which is

often used to refer to foreign language phrases provided for tourists. This research

project focuses on the “tourism-service register” of the tourism service providers in

Central Java, Indonesia.

The study of tourism-service register in use lends itself to the study of

pragmatic linguistics. According to Verhaar (1996), pragmatics is a study of speech

strategy, and this speech strategy is called rhetoric (Leech, 1983). The form of

speech includes two kinds: structural speech form and pragmatic speech form

(Rahardi, 2005). The former is a realisation of the speaker's intention based on

structural characteristics whereas the latter is a realisation of the speaker's intention

related to the background context of the speech situation. The context here means

the broader situation which enables the speaker and hearer to interact with each

other, and to understand each other's utterances (Leech, 1983; Mey, 1993). The

situation includes elements in the environmental situation related to physical and

4

social environments of an utterance or knowledge background possessed by the

speaker and hearer as a tool for the hearer to interpret the utterance meaning

(Nadar, 2009).

Typically tourism service providers normally act politely and follow

generally politeness principles, strategies and norms of politeness when serving

tourists. In an interaction tourists and tourism service providers co-operate with

each other to ensure that their speech flows well, and that they can understand what

one another wants through their respective utterances. For that purpose, they need

cooperative principles which can be described in terms of four maxims, i.e. maxim

of quantity, maxim of quality, maxim of relation and maxim of manner (Grice,

1975). Besides the cooperative principles, they need other principles, namely

politeness principles which have six maxims, i.e. tact maxim, generosity maxim,

approbation maxim, modesty maxim, agreement maxim and sympathy maxim

(Leech, 1983). Moreover, from the perspective of the host/guest roles of service

provider and tourist, communicative interaction would certainly seek to avoid acts

that could irritate the hearer's feeling and the interaction would use certain

strategies to reduce any unhappy feelings on the part of the hearer. To minimise the

possibilities of the hearer's dissatisfaction, Brown and Levinson (1987) describe

politeness strategies which include positive politeness strategies and negative

politeness ones. In Indonesia, particularly in Central Java, unique politeness

conventions can be identified in comparison with those typically applied in Western

countries (European countries, USA and Australia). Poedjosoedarmo (2009)

suggests unggah-ungguh (norms of language propriety) as a typical form of

5

Javanese politeness. In distinguishing Javanese and Westerner forms of

politenesses, Chan (1992a) characterises traditional high-context, collectivist Asian

cultures and Western low-context, individualistic cultures.

Politeness in Central Java is taught to children by their parents, teachers and

community leaders. Not only do they act as the teachers of conventional politeness

forms, parents, teachers and community leaders are also expected to model these

typical forms of politeness, and so politeness is culturally transmitted. Moreover,

the dominance of Javanese culture on the island of Java has meant that these

politeness forms play a central role in the social organisation of daily life. On this

island, and even on other islands of Indonesia, Javanese politeness is applied – both

verbal and non-verbal – in governmental, social and business sectors, including the

tourism industry sector.

The operational questions this thesis addresses are: how are the politeness

markers in tourism-service register used by tourism service providers in Central

Java? Secondly, how are the politeness principles and strategies in tourism-service

register used by tourism service providers in Central Java? Thirdly, how if viewed

by norms of language propriety are those politeness principles and strategies used

by tourism service providers? Fourth, how are the politeness levels in tourism-

service register used by tourism service providers in Central Java? Then finally, are

there similar and different perspectives on politeness in tourism-service register

used by tourism service providers in Central Java when used in relation to English

Western tourists and Indonesian tourists with an Indonesian cultural background?

The following examples illustrate some typical forms of tourism-service register

6

practices in which conflicting principles of politeness can be observed.

While staying at the Kusuma Sahid Prince Hotel, a guest appropriated certain

hotel belongings. During check-out service, the guest saw her bill and uttered: Ini

kok ada biaya dua buah sovenir cantik dari Kusuma Sahid ... maksudnya apa ya?

'But why do you include two kinds of beautiful souvenirs from Kusuma Sahid ...

what does this mean? The receptionist then answered her: Baiklah, Bu. Bagi tamu

yang menginginkan sovenir yang ada di kamar hotel, kami memberikan harga

sama seperti di toko-toko sovenir. Silakan Ibu cek di daftar harga ini. Maaf untuk

barang yang ini kami charge lima puluh ribu, dan yang ini seratus ribu. 'All right,

Madam. For guests who want to have souvenirs displayed in guest room, we charge

them the same price as in souvenir shops. So, please check this price list. For this

item we charge fifty thousand (rupiahs), and this one a hundred thousand (rupiahs).'

In this example, the receptionist maintained the guest's self esteem and as well as

maintaining his own deferential position by enabling her to save face.

In front of the reception desk of Pramesthi Hotel, a guest was complaining to

the front office manager. The guest had lost his suitcase in the guest room. He told

the manager: Koper saya dicuri di kamar ... dan saya ingin koper itu dikembalikan

secepatnya! 'My suitcase has been stolen in guest room ... and I want it back

quickly!' The manager then answered him: Bisakah Bapak ke ruang saya sebentar,

dan menjelaskan kejadian sebenarnya? 'Could you go into my office for a moment,

and tell me exactly what's happened?' In this example, the manager was trying to

protect the guest's privacy; by showing him into an office since otherwise he would

allow the guest to display his anger in front of lobby full of other guests looking at

7

him, a situation that could threaten his face.

While picking tourists up in the arrival terminal of Adisumarmo International

Airport, a tour guide said to a foreign tourist: 'Welcome to Solo, Sir. You may leave

your bags there.' This was responded by the guest with a question: 'Will my bags be

all right there?' The tour guide replied: 'Here are your ribbons to bind the bags, Sir.

We'll take care of them.' This example suggests that in the situation in the arrival

terminal which was so busy and the tour guide had to find other tourists, he

responded 'with ease, calm'.

In front of the entrance gate of Tawangmangu Resort, a local tourist driving

his car was stopped by a ticket officer. The officer charged him not only for the

entry ticket but also the parking. Before paying, the tourist complained to the

officer: Kok parkirnya disuruh bayar juga, Pak? Mestinya kan sudah termasuk

harga tiket. 'Why should I pay for car parking, Sir? It should be included in the

ticket fare.' The officer who was a civil servant answered him: Tidak usah

membantah lah. Kami tidak berani melanggar Perda, Mas. “Don't argue. We don't

dare go against the regulations, brother.' In this example, the ticket officer did not

want to impose on the tourist but said he was merely forced to by circumstances

was to state the face threatening acts as a general rule.

In the lobby of Hotel Sahid Jaya Solo, a guest asked the bellboy: Kok gerimis

ya? 'It's drizzling, isn't it?' The bellboy answered her: Mau ke mana, Bu? Ini pakai

payung hotel saja, Bu. 'Where are you going, Madam? Use this hotel umbrella,

Madam.' Here the bellboy was quite responsive and responded directly by taking an

umbrella from behind the counter while offering assistance. Otherwise, he would

8

allow the guest to get wet outside the hotel. In other words, the bellboy showed

feelings of sympathy or solidarity.

The utterances of tourism-service providers in the examples of conversation

between the guest and receptionist and the guest and front office manager above

used relatively long utterances and politeness markers, such as baiklah 'all right',

maaf 'sorry', silakan 'please' and bisakah 'could' whereas their utterances in the

examples of conversation between the tourist and guide, the tourist and ticket

officer and the guest and bellboy above used relatively short utterances and without

politeness markers. Rahardi (2005) states that the long and short of an utterance in

any specific language determines politeness levels. Commonly the longer the

utterance is, the more polite it is. Conversely, the shorter the utterance is, the less

polite it will be likely. This could be true if it does not consider the intonation and

setting aspects of an utterance. It is often found that a short utterance is more polite

than a long one if it is uttered by using certain intonation. Setting refers to a place

and time of utterance, including the psychological and cultural conditions of the

utterance which could affect politeness levels (Hymes, 1972; Poedjosoedarmo,

1985). Besides intonation and setting, the politeness of an utterance is also affected

by kinesics. Rahardi states that paralinguistics systems which are kinesics include

face expression, body attitude, fingers movements, hands movements, arms

oscillating, shoulder movement and head shake.

The description above further reconfirms the need for deep research related

to politeness in tourism-service register in Central Java. The languages studied in

this dissertation are English as a foreign language (EFL) and Indonesian with some

9

Javanese influence. English is mostly used by tourism service providers to

communicate with foreign tourists and Indonesian is mostly used by these providers

to communicate with Indonesian speaking tourists.

1.2 Research Objectives

This research undertakes a sociopragmatic study of politeness in tourism-

service register used by tourism service providers in Central Java Indonesia. The

study focuses on the following objectives:

1. To describe and explain politeness markers in tourism-service register used by

tourism service providers in Central Java Indonesia.

2. To describe and explain politeness principles in tourism-service register used by


3. To describe and explain politeness strategies in tourism-service register used by


4. To describe and explain politeness norms in tourism-service register used by


5. To describe and explain politeness levels in tourism-service register used by


6. To describe and explain similar and different perspectives on politeness in

tourism-service register used by tourism service providers in Central Java

between English speaking tourists whose backgrounds are Western cultures and

Indonesian speaking tourists whose backgrounds are Indonesian cultures.

1.3 Research Significance

10

It is expected that the results of this research provide theoretical and practical

benefits as follows:

1. Theoretically, this research study examines Spencer-Oatey’s politeness markers

(2005), Leech's politeness principles (1983), Brown and Levinson's politeness

strategies (1987), Poedjosoedarmo's politeness norms (2009) and Chan’s cross-

cultural perspectives on politeness (1992a). Moreover, this research study

reveals linguistic and extra linguistic factors that cause success and failure of

applying those politeness principles, strategies and norms in tourism-service

register, leading to develop further comprehensive researches on

sociopragmatics which is considered as the newest branch of linguistics.

2. Practically, the results provide benefits to tourism service providers to improve

their quality of service to tourists, especially in Central Java. The results could

also be used in language teaching, improvement in the tourism industry image

and as materials to develop models for improving quality of service to tourists

in tourism schools.

1.4 Research Questions

The research questions of this research are formulated as follows:

1. How and why are the politeness markers in tourism-service register used by

tourism service providers in Central Java Indonesia?

2. How and why are the politeness principles in tourism-service register used by


3. How and why are the politeness strategies in tourism-service register used by


11

4. How and why are the politeness norms in tourism-service register used by


5. How and why are the politeness levels in tourism-service register used by


6. How and why are there similar and different perspectives on politeness in

tourism-service register used by tourism service providers in Central Java

between English speaking tourists whose backgrounds are Western cultures and

Indonesian speaking tourists whose backgrounds are Indonesian cultures?

1.5 Limitations

Some limitations of this research are as follows:

1. This research focuses on spoken language. It does not investigate the written

language provided as a service and information for tourists.

2. The area of research does not include all locations in Central Java Indonesia. The

sample size chosen is Surakarta Residency which includes Surakarta, Boyolali,

Sukoharjo, Karanganyar, Wonogiri, Sragen and Klaten regencies. The reason is

that Surakarta Residency has been the leading tourism industry centre in Central

Java over the last five years.

1.6 Outline of the Dissertation

Chapter One is the Introduction which describes the background and

rationale, research objectives, research significance, research questions, limitations

and outline of the dissertation.

Chapter Two provides an extensive literature review. It shows that among

12

politeness researchers and academics there has been a growing awareness of the

linguistic nature of politeness. Indeed, five major theoretical perspectives on

politeness all have sociopragmatic components sufficient to contribute crucial

insights into understanding politeness.

Chapter Three details the research method and describes the type of research,

location of research, sources of research data, sampling, techniques for collecting

data, data validation, research procedure and model of analysis.

Chapter Four concentrates on the data analysis of politeness markers in

tourism-service register as used by tourism service providers in Central Java

Indonesia.

Chapter Five explains the data analysis related to politeness principles in


Indonesia.

Chapter Six continues the discussion by analysing data related to politeness

strategies in tourism-service register as used by tourism service providers in Central

Java Indonesia.

Chapter Seven illustrates the data analysis of politeness norms in tourism-

service register as used by tourism service providers in Central Java Indonesia.

Chapter Eight focuses on analysing the data related to politeness levels in


Indonesia.

Chapter Nine is dedicated to in-depth data analysis of politeness in tourism-

service register as used by tourism service providers in Central Java from a cross-

13

cultural perspective between tourists whose backgrounds are Western cultures and

ones whose backgrounds are Indonesian cultures.

Chapter Ten provides a conclusion of the in-depth analysis of politeness in

tourism service register as used by tourism service providers in Central Java

Indonesia.

14

CHAPTER 2

LITERATURE REVIEW

This research uses theories of politeness as a basis, in particular (1) Spencer-

Oatey’s semantic components of common speech acts (2008), (2) Leech's

politeness principles (1983), (3) Brown and Levinson's politeness strategies

(1987), (4) Poedjosoedarmo's politeness norms (2009) and (5) Chan’s contrasting

communication styles (1992a).

2.1 Theories of Politeness

Questions about how politeness should be defined, the ways in which it is

realized in different cultural frameworks and the validity of a universal theory of

politeness are of interest to a wide range of social science researchers. As noted by

Bloomer, Griffiths and Merrison (2005:111-2), some definitions of politeness

from general to specific stated by linguists are as follows:

Politeness is the term we use to describe the extent to which actions,

including the way things are said, match addressees’ perceptions of

how they should be performed (Grundy, 2000).

Politeness refers to whatever means are employed to display

consideration for one’s addressee’s feelings (or face), regardless of the

social distance between the speaker and the addressee (Green, 1996).

Politeness will be used to refer to behavior which actively expresses

positive concern for others, as well as non-imposing distancing

behavior (Holmes, 1995).

Holmes’ version comes closest to paraphrasing the highly influential ideas

of Brown and Levinson (1987) who propose a theory of politeness phenomena

heavily based on Goffman’s (1967) notion of face as in the phrases ‘to lose face’

and ‘to save face’ and the related face threatening acts (FTAs). Brown and

15

Levinson say that people have certain needs and that two of these are the need for

freedom (autonomy) and the need to be valued (self-word). And because these

needs are fragile, they require careful tending by all participants involved.

Wijana (2004:9) states that the use of the various types of utterances chosen

by a speaker in interaction with a hearer always reflects forms of social relations

between the speaker and the hearer. Each must carefully ensure that their

utterances do not deviate from principles of politeness that underscore

interpersonal relations.

Blum-Kulka (2005:257) reveals that politeness is positively associated with

tolerance, restraint, good manners, showing deference and being nice to people,

but is simultaneously referred to in a negative manner as something external,

hypocritical, unnatural.

Watts, Ide and Ehlich (2005:11) suggest that politeness emerges out of

instances of social interaction:

Politeness is thus a dynamic concept, always open to adaptation and

change in any group, in any age, and, indeed, at any moment of time.

It is not a socio-anthropological given which can simply be applied to

the analysis of social interaction, but actually arises out of that

interaction.

Yule (2006:104-5) states that politeness is a system of relations among

human beings created to facilitate relations by minimising conflict potential and

resistance that adheres in every human being activity. Politeness in an interaction

means using an instrument to indicate awareness about another person's face in

relation to solidarity and friendship.

From the above review, it can be summarized that politeness is a set of

16

social values which instructs interactants to consider each other by satisfying

shared expectations. It simply means that people have internalized the fact that in

order to live in a harmonious society they give and take and thus participate in

maintaining the necessary equilibrium of relationships.

Linguistic research into politeness is closely associated with the name of

Robin T. Lakoff (1973, 1975, 1977), Geoffrey Leech (1977, 1980, 1983), and

Penelope Brown and Stephen Levinson (1978, 1987). These researchers have

attempted to approach the definitionally fazzy and empirically difficult area of

politeness with pragmatic means, to derive a number of basic theoretical notions,

and to find evidence of politeness in linguistic forms. The common basis of their

work, the so-called Grice-Goffman paradigm, indicate one way of coming to grips

with the phenomenon of verbal politeness which, because of the variety of forms

in which it has been taken up and applied to a large number of formal and

functional areas of language (cf. Brown and Levinson, 1987:1-54), represents

what Gudrun Held calls the classical approach in explaining polite interactional

modalities or what Sachiko Ide (1992:281) calls the individualistic approach to

politeness.

Besides the upsurge of interest in the phenomenon of linguistic politeness in

the 1970s and 1980s, the politeness research in the 1990s was developed by the

Eastern scholars with an approach called the social interaction approach to

politeness, such as Yuegue Gu (1990), Sachiko Ide (1992), LuMing Robert Mao

(1992, 1994), Yoshiko Matsumoto (1998) and Song Mei Lee-Wong (1999). At the

end of 1900s, Janet Holmes and Miriam Meyerhof (1999) started the research on

17

distinguishing the politeness between men and women.

Furthermore, the development of politeness research in 2000s was related to

the issues on gender equity. Gino Eelen (2001, 2002) started the research on

linguistic behavior in relation to race and gender, and then Sara Mills (2004)

continued on linguistic and non-linguistic behavior of certain class and gender

group.

At the beginning of 2000s, many researchers were also interested in the

topics on politeness in business contexts, such as Francesca Bargiela-Chiappini

and Sandra Harris (2003), Louise J. Mullany (2003), Janet Holmes and Maria

Stubbe (2003), Richard J. Watts (2003), Anna Wierzbicka (2003), Mirriam A.

Locher (2004) and Jonathan Culpeper (2005) who analyse politeness in workplace

interactions. At the end of the 2000s and at the beginning of the 2010s, Hans-

Georg Moeller (2009, 2010) and Helen Spencer-Oatey (2010) relate the politeness

in workplace interactions to cross- and inter-cultural communication.

To my knowledge, the best researches on politeness in language use in

Indonesia have been undertaken by R. Kunjana Rahardi (1999) and F. X. Nadar

(2006), while researches on language use in workplace domain in this country

have been undertaken by Gusti Astika (2004), Emalia Iragiliati (2005) and Made

Budiarsa (2006).

Rahardi (1999) in his dissertation entitled ‘Imperatives in Indonesian: A

Pragmatic Study on Language Politeness’ states that the politeness of imperative

utterance use in Indonesian includes two forms: (1) linguistic politeness and (2)

pragmatic politeness. Nadar (2006) in his dissertation entitled ‘Refusals in English

18

and in Indonesian: A Study of Realisation of Language Politeness Strategies’

studies refusals in English and in Indonesian within the framework of pragmatics.

His research findings show that refusals in English and in Indonesian have

similarities as well as differences.

Astika (2004) in his dissertation entitled ‘Syllabus Design for Tour and

Travel Management Department at Satya Wacana University Salatiga: A Policy

Research to Develop an Alternative English Syllabus’ studies functions of

language used by tour guides in Bali when they are guiding English speaking

tourists, and the topics discussed with tourists. He states that the duties of a tour

guide are determined by setting characteristic and social context from where the

duties are done. He also states that in using language functions, explaining and

describing always appear in the tour guide’ duties either in conversation with the

tourists or in giving comments on tourism objects. Iragiliati (2005) in her

dissertation entitled ‘Utterance Patterns and Politeness Strategies in Indonesian

Medical Discourse’ states that the utterance patterns used by medical doctors

towards in-patients during the follow-up session consists of five stages, i.e.

greeting using terms of address, eliciting patients’ progress, eliciting patients’

emotional factors, eliciting patients’ reasons and closing. Budiarsa (2006) in his

dissertation entitled ‘The Use of Language in Tourism Domain in Some Hotels at

Kuta, Badung Regency, Bali’ states that variation of the use of language speech

levels include: (1) the use of polite Indonesian, (2) the use of impolite Indonesian,

(3) the use of polite Balinese, (4) the use of impolite Balinese, (5) the use of polite

English and (6) the use of impolite English.

19

Furthermore, it can be inferred that the development of politeness research

can be grouped into: (1) 1970s-1980s: the individualistic approach to politeness,

(2) 1990s: the social interaction approach to politeness, (3) 2000s: politeness of

certain class and gender group along with politeness in workplace interactions,

and (4) 2010s: politeness in workplace interactions with cross- and inter-cultural

communication.

Considering the past, present and future of politeness research development,

it can be described the following fishbone diagram.

Diagram 2.1 Development of Politeness Research

The individualistic The social Politeness of Politeness in workplace

approach to interaction certain class interactions with cross-

politeness approach to & politeness and inter-cultural

politeness in workplace communication

interactions

1970s – 1980s 1990s 2000s 2010s

Lakoff Gu Holmes Chapppine & Harris

Leech Ide Eelen Mullany

Brown & Mao Mills Holmes & Stubbe

Levinson Matsumoto Watts Locher

Wong Wierzbicka Culpeper

Rahardi Astika Moeller

Iragiliati Spencer-Oatey

Nadar Purnomo

Budiarsa

From the above diagram, it can be inferred that my research project which

20

focuses on the politeness in tourism-service register as used by tourism service

providers (in workplace interactions) and viewed by the perspectives of both

Western and Indonesian tourists (with cross- and inter-cultural communication)

include the 2010s politeness research and pioneers the politeness research in

Indonesia which relates the politeness in workplace interactions with cross- and

inter-cultural communication.

2.1.1 Politeness Markers

Politeness is often interpreted in everyday life as referring to the use of

relatively formal and deferential language, such as formal terms of address like

Sir or Madam, request patterns such as would you be so kind as to …, and formal

expressions of gratitude and apology. From such a perspective, sentences such as

‘Would you mind passing the chili sauce’ would be classified as more polite than

‘Pass the chili sauce, will you’. However, there are many occasions when it is

more appropriate to use ‘Pass the chili sauce, will you’ than ‘Would you mind

passing the chili sauce’ (at home, to a family member, for example).

Up to now, a very large proportion of work on politeness has focused on the

illocutionary domain. As a result, considerable attention has been paid to the

wording of speech acts, and three important types of features have been analyzed

in a wide range of studies: the selection of speech act components, the degree of

directness-indirectness and the type of amount upgraders/downgraders (Spencer-

Oatey, 2008:22).

Table 2.1 below lists the main semantic components of five common speech

acts. Speakers normally select one or more of these speech act formulae in order

21

to reflect their politeness in a given situation. However, cultures may differ in

both the frequency of use of a given formula in a given situation, and also in the

face-management value associated with the use or omission of a given formula in

a given situation. So in cross-cultural speech act studies, it is common to compare

different groups for the use of the different semantic components.

Table 2.1 Semantic Components of Five Common Speech Acts

(Spencer-Oatey, 2008:24-25) __________________________________________________________________

Request (based on Blum-Kulka et al., 1989; list is non-exhaustive)

1. Head act, which can be modified

2. Alerter, e.g. Excuse me …; Mary …

3. Mitigating supportive move

3.1 Preparator, e.g. I’d like to ask you something, …

3.2 Getting a precommitment, e.g. Could you do me a favor?

3.3 Grounder, e.g. Judith, I missed class yesterday. Could I borrow your notes?

3.4 Disarmer, e.g. I know you don’t like to lend out your notes, but could …

3.5 Promise of reward, e.g. Could you give me a lift home? I’ll give you

something for the petrol.

3.6 Imposition downgrader, e.g. Could you lend me that book, if you’re not

using it a present?

4. Aggravating supportive move

4.1 Insult, e.g. You’ve always been a dirty pig, so clear up!

4.2 Threat, e.g. Move that car if you don’t want a ticket!

4.3 Moralizing, e.g. If one shares a flat one should be prepared to pull one’s

weight in cleaning it, so get on with the washing up!

Refusals of Invitation (based on Kinjo, 1987)

1. Explicit refusal, e.g. I can’t make it.

2. Expression of appreciation, e.g. Thanks for the invitation.

3. Excuse or explanation, e.g. I’m busy.

4. Expression of regret, e.g. I’m sorry.

22

5. Expression of positive feelings or wishes, e.g. It sounds like fun/I wish I could

make it.

6. A conditional, e.g. If you had told me earlier, I could have gone with you.

7. Offer of an alternative, e.g. How about Sunday?

8. Request for further information, e.g. Who’ll be there?

9. Repetition, e.g. Dinner on Sunday. Well, thanks very much, but …

Apologies (based on Blum-Kulka et al. 1989)

1. Illocutionary Force Indicating Device (IFID),* e.g. I’m sorry.

2. Taking on responsibility, e.g. I’m sorry, my mistake!

3. Explanation or account, e.g. I’m sorry I missed the meeting. I was off sick.

4. Offer a repair, e.g. I’m very sorry. I’ll buy you another one.

5. Promise of forbearance, e.g. I’m so sorry. I promise you it won’t happen again.

Gratitude (based on Eisenstein and Bodman, 1986)

1. IFID,* e.g. Thank you.

2. Complimenting of other person, action or object, e.g. Thanks a lot. That was

great.

3. Expression of surprise or delight, e.g. Oh wow. Thank you so much.

4. Expression of lack of necessity or obligation, e.g. It’s lovely, but you didn’t have

to get me anything.

5. Reassurance, e.g. Just what I wanted.

Disagreement (based on Beebe and Takahashi, 1989a)

1. Explicit disagreement, e.g. I’m afraid I don’t agree.

2. Criticism or negative evaluation, e.g. That’s not practical.

3. Question, e.g. Do you think that would work smoothly?

4. Alternative suggestion, e.g. How about trying …?

5. Gratitude, e.g. Thanks very much for your suggestion, …

6. Positive remark, e.g. You’ve obviously put a lot of work into this, …

7. Token agreement, e.g. I agree with you, but …

__________________________________________________________________

*’IFIDs are formulaic, routinised expressions in which the speaker’s apology

(gratitude) is made explicit’ (Blum-Kulka, House and Kasper, 1989:290).

Besides the five common speech acts listed above, Astika (2004:78) noted

23

that a tour guide, as one of tourism industry’s practitioners, always explains and

describes something to tourists in his/her duties. Moreover, Rahardi (2005:166)

gives examples that the politeness markers of imperative expressions which are

usually used in Indonesian are (1) tolong ‘Can you…?; Will you…?’, (2) mohon ‘I

wonder if you would kindly…?’, (3) silakan ‘please’, (4) mari ‘let’s’, (5) harap

‘if you please; won’t you; will you; please’, (6) hendaknya ‘it’s desirable; it’s

better; it’s preferable; it would be better’, (7) hendaklah ‘should; ought’, (8)

kiranya ‘if; what if; in case; suppose’, (9) sudilah kiranya ‘Do you want…?; Are

you willing…?; Are you interested in …?’) and (10) sudi apalah kiranya ‘Would

you please…?, Would you mind…?’. Those politeness markers are implemented

in declarative sentences (to ask for, to invite, to persuade, to request, to please, to

forbid, to allow and to let be) and interrogative sentences (to command, to order,

to invite, to request, to please and to forbid).

2.1.2 Grice's Cooperative Principles

Grice (1975) identified four expectations that adult English speakers seem to

use in interpreting literal and implied meaning in a conversation. He called these

expectations 'conversational maxims', which work together with a general

principle he called the 'Cooperative Principle'. Grice's Cooperative Principles (CP)

consists of a limited set of conversational maxims to which, Grice maintains,

interactants in a conversational exchange should, but frequently do not, adhere.

Violating any of the maxims leads the addressee to make what Grice calls

'implicatures' (or inferences) in order to ascertain the speaker's intended meaning

and thereby reinstate the CP.

24

Grice ensures that all maxims will lead people to speak maximally,

efficiently, effectively, rationally and cooperatively if the utterance is truly has

real truth value. It possibly happens if the utterance is relevant to the event related

to time and place in a certain context and situation, and matches with the

appropriate constitutive rules. The utterance has also to have honest intention.

Grice's maxims (1975:45-7) can be summarized as follows:

a. the maxim of Quantity (informativeness), in which interactants should keep

their conversational contributions as informative as is required for the purposes

of the conversational exchange, but not more informative.

b. the maxim of Quality (truthfulness), in which interactants should say only what

they believe to be true or that for which they have adequate evidence.

c. the maxim of Relation (relevance), in which interactants should make their

contributions relevant to the purposes of the overall conversation.

d. the maxim of Manners (style), in which interactants should avoid obscurity of

expression and ambiguity, should not engage in unnecessary verbosity and

should present their contribution in an orderly manner.

These maxims represent norms that hearers can expect speakers to have

followed, if they are engaged in cooperative conversation. Allan (1991) makes the

good point that the maxims should be regarded as 'reference points for language

interchange' and not as 'laws to be obeyed'. In effect, we use these norms as a

base, against which conversational exchanges can be compared. When we

encounter communication that does not meet these norms, we then search for non-

literal interpretations (conversational implicatures). Grice was principally

25

concerned with conversational implicature as distinct from conventional

implicature, which are signaled by words such as but, even, therefore and yet

which remain the same regardless of situational factors. The implied meanings of

conversational implicatures vary according to the context of what is spoken.

Social interaction, cultural norms and numerous environmental factors need to be

taken into account when interpreting conversational implicature (Levinson,

1983:127).

In addition, Grice also mentions, almost as a passing comment, that the CP

may need to be augmented by the addition of further maxims, one of which, he

suggests, might be a maxim of Politeness (Watts, 2003:58). It is precisely this

suggestion that prompted attempts by a linguist, notably Geoffrey Leech, to

formulate the mixing maxim.

The study of the use of Grice's cooperative principles in tourism-service

registerin this research is not discussed in detail, instead it is used as a bridge

towards the study of politeness principles.

2.1.3 Leech's Politeness Principles

Leech (1983) theorizes a model of Interpersonal Rhetoric in which the

Cooperative Principles (CP) of Grice stands as one of two primary stanchions that

support the bridge of communication. The other stanchion, equal in importance to

Gricean CP is the Politeness Principles (PP). Leech sees the PP as rescuing the CP

in that where the CP explains how people create implicatures in communication

by deviating from or transgressing a tacitly expected norm, the PP can explain

why people deviate from communicating completely in accordance with the norm

26

(Grice's CP). In this way, argues Leech, CP and PP are complementary and

necessary.

Leech (1983) uses Grice's principles and maxims as the basis of his

approach. He has, however, elaborated his model to include politeness maxims

and a set of rules, which accompany the maxims and are used to determine the

degree of interaction between the maxims in a particular situation. Leech states

that with all other things being equal one should, 'Minimize the expression of

impolite beliefs; maximize the expression of polite beliefs' (Leech, 1983:81).

Summarizing further, Leech subdivides the Politeness Principles into six maxims

which he later renames and expands as 'constraints' (2005), as shown in Table 2.2

below.

Table 2.2 Leech’s Politeness Maxims and Sub-Maxims (Leech, 1983:32)

Maxim/Constraint Positive Politeness Negative Politeness

I.

II.

III.

IV.

V.

VI.

Tact

Generosity

Approbation

Modesty

Agreement

Sympathy

(a) Minimize cost to other

(a) Minimize benefit to self

(a) Minimize dispraise of other

(a) Minimize praise of self

(a) Minimize disagreement

between self and other

(a) Minimize antipathy


(b) Maximize benefit to other

(b) Maximize cost to self

(b) Maximize praise to other

(b) Maximize dispraise of self

(b) Maximize agreement


(b) Maximize sympathy


According to Leech, the PP's maxims are further divided into sub-maxims.

Here the sub-maxim (identified as the (a) sub-maxims above) is what Leech calls

'Positive Politeness'. The second sub-maxim (identified as square-bracketed (b)

sub-maxims above) is what Leech calls 'Negative Politeness' (as opposed to

Brown and Levinson's (1987) rather different use for these terms). Leech argues

that the 'Positive Politeness' sub maxim in each case is more important than the

27

'Negative Politeness' sub maxim within interaction. Taking the tact maxim, for

example, minimizing the cost to other is, generally, held to be more important that

maximizing the benefit to other. Furthermore, these PP maxims tend to be paired

according to pragmatic scales (Leech, 1983:123). The Tact and Generosity

maxims are paired together as they deal with a bipolar 'cost-benefit' scale; the

maxims of Approbation and Modesty are paired together as they also deal with a

bipolar scale: the 'praise-dispraise' scale. The remaining two maxims are paired as

they deal with discrete but linked unipolar scales, the scales of agreement and

sympathy respectively.

In this section I list these maxims and give examples related to tourism-

service registerto illustrate them.

a. Tact Maxim (in impositives and commissives). Minimize Hearer costs;

maximize Hearer benefit (Do not put others in a position where they have to

break the tact maxim):

Kami berjanji untuk melayani tamu-tamu hotel lebih baik lagi di masa

mendatang. (‘We promise to serve hotel guests better in the future.’)

is more polite than:

Model pelayanan kami memang begini, terserah saja tamu mau pakai hotel

kita atau tidak. (‘Our service style is like this, so it is up to the guests whether

they stay in our hotel or not.’)

b. Generosity Maxim (in impositives and commissives). Minimize your own

benefit; maximize your Hearer's benefit:

Biar saya pindahkan koper itu ke depan meja resepsionis. (‘Let me move the

suitcase to the front of reception counter.’)


28

Pindahkan koper itu ke depan meja resepsionis! (‘Move the suitcase to the

front of reception counter!’)

c. Approbation Maxim (in expressives and assertives). Minimize Hearer

dispraise; maximize Hearer praise:

Sepatu ibu bagus juga ternyata! (‘Your shoes are really beautiful!’)


Sepatu ibu tidak jelek! (‘Your shoes are not bad!’)

d. Modesty Maxim (in expressives and assertives). Minimize self-praise,

maximize self-dispraise:

Anda pesan makanan dulu, saya belakangan. (‘You order the meal first, I’ll do

it later.’)


Saya pesan makanan dulu, ya. (‘I’ll order the meal first.’)

e. Agreement Maxim (in assertives). Minimize disagreement between yourself

and others; maximize agreement between yourself and others:

Saya sependapat dengan bapak tentang strategi pengembangan pariwisata di

Kota Solo. (‘I agree with you about the strategy of developing tourism in Solo

City.’)


Saya tidak sependapat dengan bapak tentang strategi pengembangan

pariwisata di Kota Solo. (‘I don’t follow with you about the strategy of

developing tourism in Solo City.’)

f. Sympathy Maxim (in assertives). Minimize antipathy between yourself and

others; maximize sympathy between yourself and others:

Saya ikut sedih baju bapak kotor terkena sisa makanan. (‘I’m sorry that the

leftovers have dirtied your clothes.’)


Biar saja kotor. Kan cuma baju! (‘Let it be dirty. It’s only a cloth!’)

29

2.1.4 Brown and Levinson's Politeness Strategies

One of the major approaches to politeness is Brown and Levinson's (1987)

theory of politeness phenomena (a slightly revised version of their theory in

1978). This model consists of three basic notions – face, face-threatening acts

(FTAs) and politeness strategies.

In Brown and Levinson's terms, the concept of 'face' refers to the desire that

all people have to maintain and defend their own self-image. Face is something

that can be lost, maintained or enhanced, and any threat to face must be

continually monitored during an interaction. It is believed to be in everyone's best

interest that face be maintained. Brown and Levinson (1987:24) suggest that some

acts are intrinsically threatening to the face and require softening. They make a

distinction between positive and negative face. Positive face is the positive

consistent self-image or 'personality' (crucially including the desire that this self-

image be appreciated and approved of) claimed by interactants. Negative face is

the basic claim to territories, personal preserves, rights to non-distraction – that is,

to freedom of action and freedom from imposition (ibid. 1987:61).

Positive politeness is redress directed to the addressee's positive face, his

perennial desire that his wants (or the actions/acquisitions/values resulting from

them) should be thought of as desirable. Redress consists in partially satisfying

that desire by communicating that one's own wants (or some of them) are in some

respects similar to the addressee's wants.

Unlike negative politeness, positive politeness is not necessarily redressive

of the particular face want infringed by the FTA; that is, whereas in negative

30

politeness the sphere of relevant redress is widened to the appreciation of alter's

wants in general or to the expression of similarity between ego's and alter's wants.

Negative politeness is redressive action addressed to the addressee's

negative face: his/her want to have his/her freedom of action unhindered and his

attention unimpeded. It lies at the heart of respect behavior, just as positive

politeness is the kernel of 'familiar' and 'joking' behavior. Where positive

politeness is free-ranging, negative politeness is specific and focused; it performs

the function of minimizing the particular imposition that the FTA unavoidably

effects.

Brown and Levinson posit fifteen substrategies of politeness addressed to

the hearer's positive face and ten addressed to the hearer's negative face. In this

section I list these strategies and give examples related to tourism-service register

to illustrate them.

The following 15 (fifteen) strategies are linked to positive face and are thus

examples of positive politeness:

Strategy 1: Notice, attend to H (her/his interests, wants, needs, goods, etc.):

In general, this output suggests that S should take notice of aspects of H's

condition (noticeable changes, remarkable possessions, anything which looks as

though H would want S to notice and approve of it). In an interaction between a

tour guide and a tourist, the tour guide pays special attention to the tourist who

just wears a T-shirt purchased from a souvenir shop by the following utterance:

Goodness, how beautiful your T-shirt is … By the way we should get on the bus

parked over there in five minutes.'

31

Strategy 2: Exaggerate (interest, approval, sympathy with H):

This is often done with exaggerated intonation, stress and other aspects of

prosodics, as well as with intensifying modifiers. A tourist has just taken a

photograph at a tourism object, then the tour guide exaggerates his interest in the

tourist by uttering:

What a fantastic photograph you have taken!

Strategy 3: Intensify interest to H:

Another way for S to communicate to H that he/she shares some of his/her wants

is to intensify the interest of his own (S's) contributions to the conversation, by

'making a good story'. This may be done by using the 'vivid present', for example;

this is a common feature of positive-politeness conversations, as it pulls H right

into the middle of the events being discussed, metaphorically at any rate, thereby

increasing their intrinsic interest to him/her. For example while guiding tourists,

the tourist guide inserts expressions and questions to involve the tourists in the

interactions, such as:

(1) You know, Sangiran archeological site is categorized as a World Cultural

Heritage by UNESCO.

(2) This palace is the residence of the royal-family of Prince Mangkunegoro. It

features classical Javanese architecture called Joglo. See what I mean?

(3) This waterfall is quite beautiful, isn’t it?

Utterance (1) was expressed by the tour guide in Sangiran Pre-Historic Museum,

utterance (2) was expressed by the tour guide in Mangkunegaran Palace and

utterance (3) was expressed by the tour guide in Tawangmangu Resort.

32

Strategy 4: Use in-group identity markers in speech:

The use of address forms such as guys, brother, sister, buddy, son, love, mate,

friend, and the like functions to soften the imperative power of a speaker's

utterance to the hearer, and makes a close relation between the speaker and the

hearer at once. When a ticket officer is stopping a tourist's car at a resort entrance

gate, he expresses:

Hey guys, how are you doing?

Strategy 5: Seek agreement in safe topics:

Agreement may be stressed by repeating part or all of what the preceding speaker

said, in a conversation. Another characteristic way of claiming common ground

with H is to seek ways in which it is possible to agree with him/her. For example:

Hotel guest: I lost a Rolex watch in my room.

Receptionist: Oh God, you lost a Rolex watch!

Strategy 6: Avoid disagreement:

In this strategy, S tries to avoid disagreement with H. The desire to agree or

appear to agree with H leads also to mechanisms for pretending to agree, instances

of ‘token’ agreement. For example:

Restaurant guest: What does srabi solo taste like, sweet?

Restaurant waiter: Yes, yes it is sweet, not really sweet but certainly not very

plain.

Strategy 7: Presuppose/raise/assert common ground:

H presupposes something when he/she presumes that it is mutually taken for

33

granted. When guiding tourists to Kampung Batik Laweyan, the tour guide utters

a similar perception to a tourist's utterance:

Tourist : The batik prices here are slightly expensive.

Tour guide: Well, they’re little bit high, I know.

Strategy 8: Joke:

Since jokes are based on mutually shared background knowledge and values,

jokes may be used to stress that shared background or those shared values. Joking

is a basic positive-politeness technique, for putting H ‘at ease’. When a tour guide

is guiding an Indonesian speaking tourist in Depok Bird Market, the guide asks

the price of a warble bird and is then answered by the bird seller with a very

expensive price, the guide utters a joke to the tourist:

Harga selangit ini untuk burung yang masih mentah? Kalau matang harganya

berapa ya? ('This is an incredible price is for a live bird? How about a fried

bird?')

Strategy 9: Assert or presuppose knowledge of and concern for hearer's wants:

One way of indicating that S and H are cooperators, and thus potentially putting

pressure on H to cooperate with S, is to assert or imply knowledge of H's wants

and willingness to fit with H and S. An example of this strategy is an utterance

made by a receptionist to a hotel guest when processing his check-in:

Look, I know you like the room that faces the main street, but this one faces the

swimming pool and is really comfortable. Try it!

Strategy 10: Offer, promise:

In order to redress the potential threat of some FTA's, S may choose to stress

his/her cooperation with H in another way. He/she may, that is, claim that (within

34

a certain sphere of relevance) whatever H wants, S wants for him and will help to

obtain. Offers and promises are the natural outcome of choosing this strategy;

even if they are false, they demonstrate S's good intentions in satisfying H's

positive-face wants. An example of this strategy is an utterance made by a ticket

reservation clerk of a travel agent to a tourist:

I’ll send the Garuda ticket to the hotel where you’re staying in about fifteen

minutes from now.

Strategy 11: Be optimistic:

The other side of the coin, the point-of-view flip that is associated with the

cooperative strategy, is for S to assume that H wants S's wants for S (or for S and

H) and will help him to obtain them. That is, for S to be so presumptuous as to

assume H will cooperate with him may carry a tacit commitment for S to

cooperate with H as well, or at least a tacit claim that H will cooperate with S

because it will be in their mutual shared interest. An example of this strategy is an

utterance made by a tour guide to tourists who will trek the steps down to

Grojogan Sewu Waterfall.

I’m sure you will be able to trek down to the Grojogan Sewu Waterfall safely

using the hundreds of steps.

Strategy 12: Include both S and H in the activity:

By using an inclusive 'we' form, when S really means 'you' or 'me', he/she can call

upon the cooperative assumptions and thereby redress FTAs. Examples of this

strategy are utterances made by a tour guide who involves himself as a speaker

and the tourists as hearers:

(1) Let’s stop walking for a while and enjoy this magnificent scenery.

35

(2) Let’s have lunch in Diamond Restaurant then.

(3) It will give us a break before we continue to visit Cetho Temple.

Utterance (1) was expressed by the tour guide in the trip to Mount Merapi

National Park, utterance (2) was expressed by the tour guide in the middle of Solo

City tour and utterance (3) was expressed by the tour guide on the tour route from

Sukuh Temple to Cetho Temple.

Strategy 13: Give or ask for reasons:

Another aspect of including H in the activity is for S to give reasons as to why

he/she wants what he/she wants. By including H thus in his/her practical

reasoning, and assuming reflexivity (H wants S's wants), H is thereby led to see

the reasonableness of S's FTA (or so S hopes). In other words, giving reasons is a

way of implying 'I can help you' or 'you can help me', and, assuming cooperation,

a way of showing what help is needed. Examples of this strategy are utterances

made by a tour guide to tourists:

(1) Why don’t we go to Mount Merapi National Park on foot?

(2) Why don’t we take a Solo City tour after breakfast?

(3) Why don’t I help you with that bag?

Utterance (1) was expressed by the tour guide at the parking area of Ketep Pass,

the hill faces Mount Merapi, utterance (2) was expressed by the tour guide at the

coffee shop of Hotel Sahid Jaya Solo, and utterance (3) was expressed by the tour

guide in the arrival terminal of Adisumarmo International Airport.

Strategy 14: Assume or assert reciprocity:

This existence of cooperation between S and H may also be claimed or urged by

36

giving evidence of reciprocal rights or obligations obtaining between S and H.

Thus S may say, in effect, 'I'll do X for you if you do Y for me', or 'I did X for you

last week, so you do Y for me this week' (or vise versa). By pointing to the

reciprocal right (or habit) of doing FTAs to each other, S may soften his FTA by

negating the debt aspect and/or the face-threatening aspect of speech acts such as

criticisms and complaints. An example of this strategy is an utterance made by a

reservation clerk to a hotel guest:

If you book a superior room for three nights, I’ll give you one night free.

Strategy 15: Give gifts to H (goods, sympathy, understanding, cooperation):

Finally, S may satisfy H's positive-face want (that S want H's wants, to some

degree) by actually satisfying some of H's wants. Hence we have the classic

positive-politeness action of gift-giving, not only tangible gifts (which

demonstrate that S knows some of H's wants and wants them to be fulfilled), but

human-relations wants such as those illustrated in many of the outputs considered

above – the wants to be liked, admired, cared about, understood, listened to and so

on. An example of this strategy is an utterance made by a hotel bellboy to his

guest who lost her luggage in the airport:

Please let me know if there is anything I can do for you related to your loss

luggage.

In addition, there are 10 (ten) strategies addressed to the hearer's negative

face:

Strategy 1: Be conventionally indirect:

In this strategy, a speaker is faced with opposing tensions: the desire to give H an

37

'out' by being indirect, and the desire to go on record. In this case it is solved by

the compromise of conventional indirectness, the use of phrase and sentences that

have contextually unambiguous meanings (by virtue of conventionalization)

which are different from their literal meanings. In this way the utterance goes on

record, and the speaker indicates his desire to have gone off record (to have

conveyed the same thing indirectly). Conventional indirectness encodes the class

of wants, and so partially achieves them both. Examples of this strategy are

utterances made by a hotel receptionist to her guest:

(1) Can you give me your passport number?

(2) Can you tell me your next destination?

Both utterance (1) and (2) were expressed by the receptionist of Kusuma Sahid

Prince Hotel who was helping the guest with his registration.

Strategy 2: Question, hedge:

A 'hedge' is a particle, word or phrase that modifies the degree of membership of a

predicate or noun phrase in a set; it says of that membership that it is partial, or

true only in certain respects, or that it is more true and complete than perhaps

might be expected. Examples of this strategy are utterances made by a tour guide

to tourists:

(1) This temple is amazing, isn’t it?

(2) Do me a favor and take a photograph, will you?

(3) If we are all ready, we’ll go directly to Sangiran Museum.

Utterance (1) was expressed by the tour guide in Sukuh Temple, utterance (2) was

expressed by the tour guide on the top of the temple and utterance (3) was

38

expressed by the tour guide at the parking area of the temple.

Strategy 3: Be pessimistic:

This strategy is used to redress H's negative face by explicitly expressing doubt

that the conditions for the appropriateness of S's speech act obtain. Examples of

this strategy are utterances made by a tour guide to tourists:

(1) Perhaps you’d care to help me to distribute these soft drinks to your friends?

(2) You didn’t buy any souvenirs from that mini pedicab, did you by any hands?

(3) Could you climb that twenty meter-Panggung Songgobuwono?

Utterance (1) was expressed by the tour guide on the way from Mangkunegaran

Palace to Triwindu Antiqe Market, utterance (2) was expressed by the tour guide

in the market and utterance (3) was expressed by the tour guide in the main

building of Kasunanan Palace.

Strategy 4: Minimise the imposition:

The choice of a strategy encodes the perceived danger of the FTA, but it does not

of itself indicate which of the social factors is most responsible in determining the

value. One way of defusing the FTA is to indicate that the intrinsic seriousness of

the imposition, is not in itself great. So indirectly this may pay H deference.

Examples of this strategy are utterances made by tourism service providers to

tourists:

(1) I just want to ask you if I can borrow your digital camera.

(2) Could I have a taste of that dessert?

(3) Just a few minutes.

Utterance (1) was expressed by the tour guide in Gladag Langen Bogan culinary

39

arena, utterance (2) was expressed by the tour guide in Diamond Restaurant and

utterance (3) was expressed by the receptionist in the reception counter of Hotel

Pramesthi.

Strategy 5: Give deference:

There are two sides to the coin in the realization of deference: one in which S

humbles and abases him/herself, and another where S raises H (pays him/her

positive face of a particular kind, namely that which satisfies H's want to be

treated as superior). In both cases what is conveyed is that H is of higher social

status than S. Examples of this strategy are utterances made by tourism service

providers to tourists:

Receptionist: Excuse me madam, but would you mind if I put you in Room 1209,

on the first floor?

Hotel guest : OK, no problem.

Restaurant waitress: Would you care for a bowl of soup, sir?

Restaurant guest : Yes, please.

Strategy 6: Apologise:

By apologizing for doing an FTA, the speaker can indicate his reluctance to

impinge on H's negative face and thereby partially redress that impingement. The

deferential use of hesitation and bumbliness is one way of showing this

reluctance, but there are many expressions in common use that have the same

effect. In addition, S may beg H’s forgiveness, or at least ask for ‘acquittal’.

Examples of these strategies are utterances made by hoteliers to their guests:

(1) Excuse me, but how are you going to pay? By cash, by check or by credit

40

card?

(2) I am sorry, but the number is engaged. Would you like to hold?

(3) I am sorry to bother you, but the taxi is waiting for you in front of the lobby.

(4) I’m sure this isn’t going to bother you very much, but would you like to leave

a message?

Utterance (1) was expressed by the receptionist in reception counter of Kusuma

Sahid Price Hotel, utterance (2) was expressed by the telephone operator of Hotel

Sahid Jaya Solo, utterance (3) was expressed by the bellboy of Hotel Pramesthi

and utterance (4) was expressed by the guest relation officer of Hotel Sahid Jaya

Solo.

Strategy 7: Impersonalise the S and H:

One way of indicating that S doesn't want to impinge H is to phrase the FTA as if

the agent were other than S, or at least possibly not S or not S alone, and the

addressee were other than H, or only inclusive of H. This results in a variety of

ways of avoiding the pronouns 'I' and 'you'. Examples of this strategy are

utterances made by a tour guide to tourists:

(1) It is recommended to negotiate the price before we get around the city by a

pedicab.

(2) It is regretted that visitors have bought the ticket individually without their

guide’s assistance.

(3) It would be appreciated if the visitors do not take pictures in this Bangsal

Pasewakan room.

(4) Take those bags out of the bus, please.

Utterance (1) was expressed by the tour guide in the lobby of Kusuma Sahid

Prince Hotel, utterance (2) was expressed by the tour guide in front of a ticket

41

counter of Pasar Raya Sekaten of Kasunanan Palace, utterance (3) was expressed

by the tour guide in the main building of Kasunanan Palace and utterance (4) was

expressed by the tour guide in front of Hotel Sahid Jaya Solo.

Strategy 8: State the FTA as a general rule:

One way of dissociating S and H from the particular imposition in the FTA, and

hence a way of communicating that S doesn’t want to impinge but is merely

forced by circumstances, is to state the FTA as an instance of some general social

rule, regulation or obligation. So we get pronoun avoidance by means of the first

items rather than the second in pairs of sentences. Examples of this strategy are

utterances made by a tour guide to tourists:

(1) Either for local or foreign tourists, it against the law to get drunk in public.

(2) All prices in this restaurant are subject to 21% service charge and government

tax.

(3) For safety reason, swimming and bathing are prohibited in Bengawan Solo

River.

(4) In accordance with International Flight Safety Regulations, passengers are not

allowed to consume alcoholic beverages other than those served by Flight

Attendants.

Utterance (1) was expressed by the tour guide in a tourist bus on the way from

Adisumarmo International Airport to Hotel Sahid Jaya Solo, utterance (2) was

expressed by the tour guide in Diamond Restaurant, utterance (3) was expressed

by the tour guide when describing points of interests during the Solo City Tour,

and utterance (4) was expressed by the tour guide in a tourist bus on the way from

Hotel Sahid Jaya Solo to Adisumarmo International Airport to escort the tourists

42

to Jakarta.

Strategy 9: Nominalise:

This strategy naturally emerges from a derivative want attributable to H. The

purpose is to give deference to H, indicating that he/she is respected and esteemed

and felt to be superior. Examples of this strategy are utterances made by tourism

service providers to tourists:

(1) Your tip during your stay in this hotel impressed us favorably.

(2) You really did a good bargain in this souvenir shop.

Utterance (1) was expressed by the bellboy in the corridor of Kusuma Sahid

Prince Hotel and utterance (2) was expressed by the souvenir seller in Triwindu

Antique Market.

Strategy 10: Go on record as incurring a debt, or as not indebting H:

To acknowledge that in doing some FTA that imposes on H, one has incurred a

debt, and perhaps added to already existing debts. S can redress an FTA by

explicitly claiming his/her indebtedness to H, or by disclaiming any indebtedness

of H, by means or expressions. Examples of this strategy are utterances made by

tourism service providers to tourists:

(1) I’ll never be able to repay you if you can sponsor me to get a better job in your

country.

(2) I’d be eternally grateful to you if you would write to my manager that I had

given you excellent service.

Utterance (1) was expressed by the tour guide in front of the exit gate of

Mangkunegaran Palace and utterance (2) was expressed by the bellboy in front of

43

Kusuma Sahid Prince Hotel.

2.1.5 Poedjosoedarmo’s Politeness Norms

One of the major approaches to politeness in Indonesia is Poedjosoedarmo's

(2009) theory of unggah-ungguh 'norms of language propriety' (an extension of

“Language etiquette in Indonesia, 1978). This model is not meant to be a principle

of universal language propriety, though the maxims, principles and strategies as

proposed by Grice, Leech and Brown and Levinson are paid attention to, and

many of the points do agree with his theory.

As in “The Javanese speech levels” that he wrote in 1968, his theory is

supposed to be an ideal principle of language propriety, and not a description of

actual fact as typically occurring nowadays. Some young Javanese who claim

themselves to be modern or liberal may wish to observe a different principle of

propriety, and disregard the advice of their parents and teachers.

Different from the situation in Europe or America where the typical person

is monolingual, most Javanese people are now bilingual, speaking Javanese and

Indonesian. Some of them who work as tourism service providers in Central Java,

they are multilingual, speaking Javanese, Indonesian, English and other foreign

languages. Besides, the Javanese language makes use of distinct speech levels,

which means distinct speech codes, which therefore reflect a slightly different

practice of politeness in Indonesia, especially in Central Java from those adhered

to by the Europeans and the Americans. Poedjosoedarmo (2009:1) explains the

Javanese term unggah-ungguh (norms of language propriety) as a typical

politeness of Javanese people. The norms are in the forms of idioms or set phrases

44

which most parents and teachers actually use when they educate their

children/students. Some are in the forms of positive advice (using positive idioms)

and others are in the forms of prohibition (using negative imperative aja ‘don’t’

do this or that).

Poedjosoedarmo states that norms of language propriety are implemented in

four kinds of attitudes which should be practiced by a speaker in communicating.

It starts by how an individual (first participant, P1) should act or behave as a

participant in the social network in general. Secondly, what one should do when

he/she is engaging in a conversation with an interlocutor (P1 to P2). Third, to suit

the speech event, what topic and aim of speech should be expressed and with what

means of communication one should express it. Fourthly, the speech act should

be constructed, and in what mood the speech should be expressed in. In addition,

how should a person handle his/her physical gestures to accompany the speech

acts.

The followings are the idioms and set of phrases actually used by parents

and educators according to Poedjosoedarmo (2009:2-7):

1. The attitude of an individual

In a social communication, a speaker has to be sumanak (from the stem

sanak ‘family’ plus infix –um-). One should try to treat his interlocutor as

sanak ‘relative, family’, so the communication can be very smooth. With this

friendly acceptance of friendship, an acquaintance will feel at ease, and a good

social relation will prevail.

On the other hand, when he/she becomes the addressee, he/she should

45

then be tanggap ‘responsive’ or tanggap ing sasmita ‘responsive toward the

finest sign’ of the addresser. When somebody wants to converse with him/her,

he/she should be nggatekake, which means he/she should care to pay attention

to what he/she says, and ready to respond to him/her. He/she should not only

pay attention to the actual words the addresser has uttered, but to the gestures

accompanying the speech as well. In addition, it is advisable to be sumeh,

showing a cheerful face while engaging in a conversation. It is not good to be

mrengut ‘frowning or showing a sour face’.

Sabar ‘patient’ and sareh ‘calm and easy’ are attributes that are good to be

observed in many occasions, especially when talking to somebody. During a

conversation, one must not gampang nesu ‘get easily angry’, gampang

muntab ‘get hot temper’ and mutungan ‘easily feeling broken, frustrated’.

Parents often say aja ladak ‘don’t be quarrelsome’, aja nyenyengit ‘don’t be

hateful’, aja galak ‘don’t be vicious’, and aja kumaki ‘don’t be cocky, don’t

be a brag’.

2. The attitude of a speaker to an addressee (P1 to P2)

When a person is talking to an addressee, there are three idioms usually

used: tepa slira, andhap asor and ngajeni. When the interlocutor is someone

of the lower status than his/her own, he/she should act tepa slira. This may

mean ‘position oneself at the place of the addressee’. To be brief, it can be

translated as ‘be considerate’. In other words, ‘showing a feeling of sympathy

or solidarity’. If the interlocutor is not able to speak Indonesian well, join

him/her in using Javanese. If the interlocutor does not speak the respectful or

46

high krama well, join him/her in using the madya (middle, moderate) level. If

the interlocutor does not know how to express the idioms of gratefulness and

complementation in a nice way, just accept it. One has to be momot, which

means ‘accommodating’.

When the second person (P2) is someone from the same higher social

status than the first person (P1), P1 should be andhap asor. This literally

means ‘low and humble’. P1 should give P2 the high respect. P1 may speak to

P2 in a respectful code, using high polite krama (the polite level) when P1

wants to show distant relation, or ngoko (ordinary level) with honorific

vocabulary if P1 wants to be intimate with P2. If P2 speaks to P1 in

Indonesian, he/she can respond accordingly, using polite Indonesian.

In terms of the content, P1 should give appreciation and complementation

to P2 when the situation is right. P1 must ngajeni, meaning ‘giving high

respect, proper appreciation’. P1 must give P2 complementation whenever the

opportunity is right.

In connection with the above principles, P1 must never act umuk

‘conceited’. He/she must not seneng nggunggung diri ‘brag or indulge in

showing oneself off’. He must not be degsura ‘self-centered’. One must not

allow oneself to afflict shameful feeling toward P2. He must not gawe wirang,

meaning literally ‘cause shame’. P1 is prohibited to gawe serik ‘cause ill

feeling’ to P2.

3. The attitude of a speaker to suit the speech event

When P1 wants to initiate a conversation, P1 must see to it that his/her

topic and objective agree with the principle of empan papan. This literally

47

means ‘agree with the setting and occasion’. It must suit the speech event and

agree with the mood of P2. For example, P1 should not try to collect the debt

from the addressee while attending a wedding party, or during a funeral

ceremony. P1 should not blame P2 for having been lazy at the time when P2

just found out that he/she failed his/her exam and was very upset. When P1 is

asking something that is not considered proper in relation to the speech event,

he/she may be said to be benyunyak-benyunyuk ‘improper and unwelcome

speech initiator’. It would be better if one just continue talking about the topic

that has just been talked about. This way it can be relevant, because the topic

connects with the current discussion. People will say that P1 is nyambung

‘relates to or connects with’ the interlocutor.

Another thing to care about is the means by which the topic of the

discourse is expressed. At present there is a choice to convey messages, i.e.

whether to use a telephone, cellular phone, letter, electronic mail or saying it

orally. There are things that must be handled orally in the presence of the

interlocutor, there are those that have to be delivered officially with full care,

there are those that can be conveyed via the telephone and via the cellular

phone, but there are those that are considered proper to be expressed only

through letters or electronic mail.

4. The attitude of a speaker when delivering a speech act

When P1 wants to speak, there is a principle he/she should observe, viz.

nuju prana. It literally means ‘pleasing the heart’ of the addressee. It includes

the way he/she enunciates the words, the sequence of the sentences in the

discourse, and the content of the message. The speech must be delivered with

48

good enunciation, pleasing intonation and nice tempo. Everything must resep

‘pleasing’ or ngresepake ‘causing pleasant feeling’. The speech must be

delivered in a sareh ‘reasy, calm’ and cetha ‘clear, distinct’ way.

The discourse should be cekak aos ‘brief but comprehensive’. Cekak

means brief and aos means full of content. P1 must not speak in a nggladrah

way ‘utter long, irrelevant and unnecessary things’. The speech should be

runtut ‘ordered in a good sentence’, and not tumpang suh ‘in disorder with

lots of overlapping’. The content should be pleasing, not nylekit, sengol,

sengak, nglarani ati, or marakke nesu (aja nylekit, aja sengol, aja sengak, aja

thok léh, isine sing bener, sing prasaja, ora goroh, aja njlomprongake) and

the gestures should be suba sita ‘in appropriate speech act’ and trapsila ‘in

proper manner’.

From the above explanation, it can be inferred that there are six norms of

language propriety as stated by Poedjosoedarmo (2009):

Norm 1 : Sumanak 'Friendly'.

Norm 2 : Sabar lan sareh 'Patient and with ease, calm'.

Norm 3 : Tepa slira 'Showing a feeling of sympathy or solidarity'.

Norm 4 : Andhap asor 'Giving a high respect, appropriate appreciation'.

Norm 5 : Empan papan 'Matches with the setting and occasion'.

Norm 6 : Nuju prana 'Pleasing, satisfying'.

2.1.6 Politeness Levels

We can find some models of scales to determine politeness levels which are

often be used as a basis of politeness researches: Lakoff’s politeness model

49

(1973), Leech’s politeness model (1983) and Brown and Levinson’s politeness

model (1987).

Lakoff states that there are three scales to determine the levels of politeness

of an utterance: (1) formality scale, (2) hesitancy scale and (3) equality scale,

while Leech mentions that there are five scales to determine them: (1) cost-benefit

scale, (2) optionality scale, (3) indirectness scale, (4) authority scale and (5) social

distance scale.

In the politeness model of Brown and Levinson (1987:74), there are three

scales to determine the high and low of politeness level for an utterance. The three

scales are determined contextually, socially and culturally. They include:

D the Social Distance between the Speaker and the Hearer, that is the degree of

familiarity and solidarity they share, or might be thought to share.

P the Relative Power of the Speaker with respect to the Hearer, that is the degree

to which the Speaker can impose on the Hearer.

R the Absolute Ranking of the imposition in a particular culture, both in terms of

the expenditure of goods and/or services by the Hearer, the right of the Speaker

to perform the act and the degree to which the Hearer welcomes the imposition.

Rahardi (2005:68-70) explains in detail of the nature of the politeness level

scales set out by Brown and Levinson above.

1. The social distance between speaker and hearer is largely determined by the

parameters of age, sex and sociocultural background. Related to the difference

of age between the speaker and the hearer, commonly the older the person, the

higher the politeness level is. Unlike the older person, the younger person

50

commonly tends to have lower politeness level in his/her speect acts. In

Central Java, females commonly have higher politeness than males because

females tend to deal with things have aesthetic value in their daily life. On the

other hand, the males commonly deal with work and use thier logic in their

daily life. One’s socio-cultural background has a significant role in detemining

the politeness level of one’s utterances. Someone who has a certain position in

society tends to express a higher politeness level than do ordinary people,

people such as farmers, sellers, blue colar workers, company production

labours and maids. City people also tend to express a higher politeness level

than do village people.

2. The relative power of speaker and hearer is based on the assimetric position

between a speaker and a hearer. For example, in a restaurant a guest has

higher power level than a waiter/waitress; in a souvenir shop, a buyer has

higher power level than a seller; in a hotel, a front office manager has higher

power level than a receptionist. By contrast, the front office manager has

lower power level than a very important hotel guest (VIP).

3. The degree of imposition associated with the required expenditure of goods

and services is based on the relative position of one speech act to another

speech act. For example, in a normal situation, knocking on a hotel guestroom

door in the late evening is not polite and against norms of politeness. But, the

same act will be polite in an emergency situation, such as the guest staying in

a locked room for many days but not being able to be contacted by phone or if

there is a fire in the hotel requiring all guests to be evacuated immediately.

51

In this research, the politeness levels in tourism-service register used by

tourism service providers (speakers) are measured based on the perception of

tourists (hearers). By giving a questionnaire in which each item is completed by

the context and content of conversation, the tourists are directed to choose answer

P (Polite), N (Normal) and I (Impolite). The directions and questionnaire are

written in English for foreign tourists and in Indonesian for domestic tourists. A

polite utterance is an utterance which has the criteria: appropriate manner and

appropriate explanation; a normal utterance is an utterance which has the criteria:

the tourist’s desire is fulfilled and an impolite utterance is an utterance which has

the criteria: the tourist feels unpleasant.

2.1.7 Cross-Cultural Perspectives on Politeness

Almost all linguistic research views politeness as a universal feature of

civilized societies, regardless of their background culture, or their language.

Politeness is thus seen as an important social value, inherent to successful

communication, although its realization may vary across the different speech

communities. Politeness offers a good method of emotional control of the

individual (House and Kasper, 1981:158), and is typically a means of preserving

and maintaining good social relationships between the speakers of one or more

cultures. Polite behavior generally protects the individual, as well as their

addressee.

The verbal realization of politeness poses even greater problems when the

interlocutors belong to different cultures and try to communicate, transferring

their pragmatic knowledge of polite behavior into the foreign language. Lack of

52

practice and or a learners’ uncertainty in rendering correctly the grammatical

structures of foreign language in the first place often lead to misunderstandings, or

the so-called ‘sociopragmatic failures’ (Thomas, 1983), that is errors resulting

from non-native speakers not knowing what to say or not saying the appropriate

things as a result of transferring incongruent social rules, values and belief

systems from their native languages and cultures. These types of errors are likely

to cause a downright insult for both the non-native and the native speakers of a

certain language, or with native speakers misunderstanding and misinterpreting

the intentions of the non-native speakers, and the non-native speakers becoming

over-sensitive to ‘distinctions of grammatical form’ (Brown and Levinson,

1996:35), in a way the native speakers are not. In any case, being polite is

essential to maintaining healthy social relations within a specific culture, and even

more so, for the communication across cultures.

The work in intercultural and cross-cultural communication draws on

general communication theory and is concerned with comparing cultural

differences across such broad dimensions as individual/collective, personal/

positional or even more generally as high versus low context cultures (Hofstede,

1994). In this tradition, attitude surveys are used to construct general statements

about a national group. For example, Japan is said to have a high context culture

(dependence on implicit assumptions and shared values) whereas America is said

to be a low context culture (one in which roles and relationships are more

explicitly negotiated) (Roberts et al. 2001:32). Cross-cultural communication

offers a wide field for research, as the sociopragmatic failure of one speaker of a

53

certain community tends to be stereotyped for the whole community (Knapp-

Pothoff, 1992:203), consequently labeling a nation as rude, over-polite, insincere,

etc. For instance, one is often confronted with statements like ‘Russians are rude’,

‘The English are hypocrites’, ‘Japanese bow a lot’, all of them resulting from a

superficial comparison between the own pragmatic knowledge and the politeness

strategies of the foreign culture.

Cultural differences have particular implications for intercultural

communication, especially for interactions involving people whose backgrounds

are one of the Asian cultures and for Australians (Irwin, 1996:53). Chan

(1992a:252) has offered a summary of differences in expression of

communication style between traditional high-context, collectivist Asian cultures

and low-context, individualistic cultures such as Australia as in the following

table.

Table 2.3 Contrasting Communication Styles

Characteristics of traditional Asian

high-context, collectivist cultures

Indirect

Implicit, nonverbal

Formal

Goal oriented

Emotionally controlled

Self-effacing, modest

Characteristics of low-context,

individualistic cultures such as Australia

Direct

Explicit, verbal

Informal

Spontaneous

Emotionally expressive

Self-promoting, egocentric

In this research I compare politeness practices of English and Indonesian

speech communities in tourism industries in Central Java, looking at all-native

54

communication in the respective language, as well as a cross-cultural one, trying

to account for the major differences and similarities of the spoken discourse.

2.1.8 Criticisms of Politeness Theories

A number of authors (e.g. Fraser 1990; Thomas 1995) have criticized

Leech’s theory of politeness for not providing any motivated way of restricting

the number of maxims. However, in a more recent version of his model, Leech

(2007:13) argues that ‘these are not a set of distinct constraints or maxims, but

rather variant manifestations of the same super-constraint, the, the GSP (Grand

Strategy of Politeness)’. His GSP specifies that ‘In order to be polite, S expresses

or implies meanings which place a high value on what pertains to O or place a

low value on what pertains to S’ (S = self or speaker; O = other person(s), mainly

the addressee) (2007:12).

Ruhi (2006), however, criticizes Leech’s approach for another reason – for

grounding ‘politeness’ in consideration of the other and for downgrading the

importance of self-politeness. She defines self-politeness as the display of self-

confidence and/or individuality and, with the help of examples from her corpus of

compliment responses, she demonstrates the complex interaction of consideration

for both self and other in authentic interaction. Studies by Spencer-Oatey (2008)

provide further empirical support of this. For effective rapport management,

therefore, the concerns of both the self and other need to be taken into account by

all parties.

In his updated model, Leech (2007) explains that he wishes to avoid the

term ‘maxim’ because people could easily misconstrue this as implying some kind

55

of moral obligation. He replaces it with the term ‘constraint’, to help clarify that in

his view, it is a descriptive concept which referes to a regularity or a norm that

speakers can be observed to follow in communicative interaction. However, in

Spencer-Oatey’s rapport management model (2008), she maintains that such

norms frequently have prescriptive and proscriptive overtones for the participants,

and may link with their beliefs and values. For example, the tact and generosity

maxims/constraints are concerned with cost-benefit, and people frequently hold

strong views as to how impositions and reciprocity ‘should’ or ‘should not’ be

handled. Similarly, the modesty maxim/constraint is concerned with self-

enhancement-self-effacement, and people frequently develop strong views as to

whether people ‘should’ or ‘should not’ boast or be very self-effacing in given

contexts. When someone fails to uphold a given principle, others are likely to

make evaluative judgements and this can sometimes have serious interactional

consequences.

Unlike Leech’s theory of politeness, Brown and Levinson’s theory of

politeness has been criticized as not being universally valid by linguists working

with East-Asian languages. House and Kasper (1981), Tannen (1981), Wierzbicka

(1985), Blum-Kulka and House (1989) and Bialystok (1993) have all examinded

the connection between politeness and the level of indirectness and found that the

relationship between these two processes differs from culture to culture.

Brown and Levinson’s focus on ‘individual face’ has also attracted much

citicism from Japanese linguists. Matsumoto (1988, 1989) argues that the notion

of face with its focus on individual territorial rights is difficult to apply to the

56

Japanese language context. Ide (1989) argues that individual rights are not so

important in the Japanese culture because cultural norms focus more on the

positional relation to others than with individual territory. Ide also argues that

Brown and Levinson’s concept of face and their distinction between positive and

negative politeness strategies does not account for the Japanese notion of

discernment. She believes that Japanese social interactions do not allow for

interactional choice, because social norms are predetermined by a person’s place

in society. Matsumoto (1988) and Ide (1989) claim that Brown and Levinson

assume the speaker’s volitional use of language, which allows the speaker’s

creative use of face-maintaining strategies toward the addressee. In East Asian

cultures like Japan, politeness is achieved not so much on the basis of volition as

on discernment (wakimae, finding one’s place), or prescribed social norms.

Wakimae is oriented towards the need for acknowledgment of the position roles of

all the participants as well as adherence to formality norms appropriate to the

particular situation.

To account for the under-representation of deference in the Brown and

Levinson model, researchers have drawn attention to the fact that the model is

based on the individual, rather than the social group. Mao (1994) suggests that

Brown and Levinson’s concept of face as an image that intrinsically belongs to the

individual, to the self, contrasts with Goffman’s original interpretation of face as a

public property which is seen as given or loaned to individuals depending upon

the situation. De Kadt (1998) argues that this difference in the interpretation of

face is of great significance when discussing this concept in terms of universality,

57

especially for non-Western cultures. De Kadt suggests that Goffman’s original

concept has the advantage of better accommodating both volitional and social

indexing aspects of politeness.

2.2 Tourism

Soekadijo (1997:2) defines tourism as all activities in society related to

tourists. Burkart and Medlik (1987:v) mention that tourism is a person’s

movement for a temporary (and) at short period to destinations outside their daily

life and work along with their activities during their stay in the destinations.

Tjokronegoro (2000:146) explains that there are six kinds of tourism which

can be enjoyed in Indonesia, including in Central Java:

(1) Pleasure tourism: a tourism which has purposes to enjoy fresh atmosphere,

relax; enjoy nature beauty and satisfy eagerness to know new places.

(2) Recreations tourism: a tourism where tourists use holidays to take a rest and

re-fresh their physic and psychic.

(3) Sport tourism: a tourism to watch big sport events or have tourists’ own

exercise.

(4) Business tourism: a tourism done by businessmen as tourists in between their

businesses.

(5) Convention tourism: a tourism related to the conduct of seminar, conference,

meeting or symposium.

(6) Culture tourism: a tourism related to culture, such as learning customs,

traditions and manners of life of certain society; visiting historical monument

and prehistoric site.

58

2.2.1 Tourist

Tourist is a person who experiences a tour. Tourist can be classified into

domestic tourist and foreign tourist. Domestic tourist is a person from one country

who experiences a tour in his/her own country without passing the border of it

(Karyono, 1997:22). An example of domestic tourist is an Indonesian citizen who

lives in Bali and does a tour to Solo City. On the other hand, foregin tourist is a

person from one country who experiences a tour, entering another country which

is not a country where he/she lives (ibid, 1997:21).

2.2.2 Tourism Industry

Schmoll (in Yoeti, 2000: xxvi) defines tourism industry as

a highly decentralized industry consisting of enterprises different in

size, location, function, type of organization, range of services

provided and methods used to market and sell them. In addition, a

variety of a trade association, cooperative institutions and official or

semiofficial organization at the local, regional, national and

international level play an important role in the industry.

Another definition is stated by Damarjati (1997:24) that tourism industry is

a combination of various businesses which provide products and services needed

by tourists directly or indirectly during their tour. In line with Damarjati’s

definition, Atmadilaga (2000:xxvi) states that tourism industry is some companies

which have various scales, functions, locations and forms and have integrated

functional relation to pruduce goods and services for tourists’ needs. The premier

companies handle transportation, accommodation and food and beverage for

travel preparation whereas secunder companies provide souvenir, entertainment,

insurance, bank and other services to tourists. According to Soekadijo (1997:29),

tourism industry is an industry in the form of all comprehensive tourism

59

activities, including hotel industy, restaurant industry, travel industry, souvenir

industry, etc. as components in tourism as a systemic linkage.

Products of tourism industry are facilities (tangible products) and services

(intangible products). In giving services, the attitude of tourism service providers

will affect the level of hospitality. The services given with hospitality are ones

desired by tourists. That is why the tourism industry is also well known as the

hospitality industry.

2.2.3 Tourism Service Provider

Tourism service provider is a person who works in a tourism industry, like

tour guide, travel agent officer, tourism object officer, hotel employee, restorant

employee and souvenir seller.

2.2.3.1 Tour Guide

Suwantoro (1997:13) classifies tour guide into general guide and specialist

guide. General guide is a tour guide who has general knowledge about culture,

natural resource and people’s aspiration and has license to guide tourists in a tour

by using one or some languages. Specialist guide is a guide who has special and

deep knowledge about tourism objects, such as culture, archeology, history,

technique, trade, religion, science, flora and fauna, hunting, etc. and has license to

guide tourists in a tour by using one or some languages.

2.2.3.2 Travel Agent Officer

Travel agent is a company which runs travel business and acts as an agent to

sell and/or handle travel service. Travel Agent Manager is a person who is

responsible to the daily operation of a travel agent (Keputusan Menteri

60

Pariwisata, Pos dan Telekomunikasi No. KM.96/HK.103/MPPT – 87). The

busines scope of a travel agent includes (1) the agent of ticket reservation for air,

sea and land transporation (2) the agent to make travel documents, (3) the agent of

ticket reservation for accommodation, restaurant and other tourist’s needs and (4)

the agent to sell tour packages made by travel bureau (ibid. 1987).

2.2.3.3 Tourism Object Officer

Karyono (1997:27) defines tourism object officer as a person who works in

a tourism object with purposes to serve tourists who visit it. Tourism object is a

realization of human being’s ceration, custom, art and culture, history and nature

which are interested for tourists to visit. Then Ngafenan (1981:40) was of the

opinion that tourism object is all objects which attract tourists to visit, such as

scenery, historical building, culture and modern recreation facilities.

2.2.3.4 Tourist Information Center Officer

Tourist Information Center (TIC) Officer is a person who works in an office

which provides information to tourists (Purnomo, 2009:66). Tourist Information

Center (TIC) is a center that provides all information related to tourism to visitors.

TIC is a non-profit institution which is managed by the department office of

culture and tourism. Officers in charge in TIC are civil servants.When visitors

come to a city, they want to know about the city and its surroundings in detail.

Therefore, professional assistance from TIC officers is very important for them to

have pleasant, enjoyable, safe and impressive trip.

In each regency of Surakarta Residency, for instance, the location of TIC is

at a place which is passed by tourists, such as the main street, train station and bus

61

station. In Surakarta City, for example, the locations of TICs are at Adi Sumarmo

Airport, Solobalapan Bus Station, Tirtonadi Bus Station and Surakarta City

Tourism Office which is located at Jalan Slamet Riyadi, the main street.

2.2.3.5 Hotel Employee

Hotel employee is a person who works in a hotel. Based on service to

guests/tourists, hotel employee can be classified into two: (1) guest-contact

employee and (2) back-office employee (Purnomo, 2006:2). Guest-contact

employee is an employee who has relation directly to guests in his/her daily work,

like bellboy, receptionist, front office cashier, telephon operator, reservation clerk

and business center officer in Front Office Department; waiter/waitress,

bartender/bartendress, restaurant cashier and banquet staff in Food and Beverage

Service Department; roomboy/roomaid in Housekeeping Department; valet in

Laundry Department; sales executive and public relation officer in Sales and

Marketing Department; fitness instructor, aerobic instructor, pool attendant and

masseur/masseuse in Sport and Leisure Department and parking attendant and

security officer in Security Department. Back-office employee is an employee

who does not have relation directly to guests in his/her daily work, like one who

works in Accounting Department, Food and Beverage Product Department,

Engineering and Maintenace Department, Human Resources Department and

Training Department.

In this research, the guest-contact employee, that is bellboy, recepsionist,

waiter/waitress and roomboy/roommaid act as informants.

62

2.2.3.6 Restaurant Employee

Restaurant employee is a person who works in a restaurant. Similar with the

organization of Food and Beverage Department in a hotel, sections in a restaurant

are also classified into two, i.e. Restaurant-Product Section (Kitchen Section) and

Restaurant-Service Section. As stated by Purnomo (2006:2-3), the employee who

works in Kitchen Section is executive chef, chef/cook, cook helper and steward

whereas the employee who works in Service Section is restaurant manager,

captain waiter, waiter/waitress and restaurant cashier.

In this research the waiter and waitress who work in Service Section act as

informants.

2.2.3.7 Souvenir Seller

Souvenir seller is a person who works in a shop selling souvenirs, like

handicrafts or special things for tourists. The shops include direct main tourism

companies, i.e. all companies which have purposes to support tourism

development and their businesses depend on tourists (Purnomo, 2009:144-5).

Souvenir is typically an artefac purchased by tourists to be brought to their home

countries/towns and given to their relatives or saved as a memomento of the

countries/areas visited.

2.3 Tourism-Service Register

The concept of register comes under the larger concept of language variation

in applied linguistics. According to some applied linguists there are two main

types of variation in language: (1) variation based on the user of language and (2)

63

variation based on the use of language (Gregory, 1967). Dialects, idiolects,

sociolects, and genderlects are examples of the first type while the language of

science and technology, legal English, the language of buying and selling, the

language of classroom interaction and the language of tourists and tourism service

providers belong to the second type.

We can find some rough equivalents of 'register' in foundational linguistic

works: Wardhaugh (1986) refers to ‘specific vocabularies’ (which ones might

commonly call jargon), Pike (1967) refers to 'the universe of discourse', Firth

(1957) talks of 'restricted language' and Holmes (1992) talks of ‘language style”.

However, it was Halliday (1978) who eventually gave currency to the term

'register'. Halliday defines register in the following way:

Types of linguistic situation differ from one another, broadly speaking,

in three respects: first, as regards what actually is taking place;

secondly, as regards what part the language is playing; and thirdly, as

regards who is taking part. These three variables, taken together,

determine the range within which meanings are selected and the forms

which are used for their expression. In other words, they determine the

'register' (Halliday, 1978:31).

Furthermore, Halliday (1978) states that register describes three elements of

the context of situation: field, tenor and mode. Field refers to the situational

variable that deals with the focus of the activity, tenor refers to the social roles

played by the interactants and mode refers to the role of language in an

interaction.

Related to tourism industry, tourism service providers usually use typical

expressions to communicate with tourists. These expressions that I may name

them tourism-service register could be defined as typical expressions commonly

http://en.wikipedia.org/wiki/Jargon

64

used by tourism service providers to serve their tourists. Show the extent to which

the tourism-service register is comparable to other languages, I propose to

examine six of its principal properties: expressive, connative, referential, phatic,

metalinguistic and poetic functions (Roman Jakobson in Dann, 1996:34-6):

1. The expressive function refers to the sender of the message and the attitudes of

the communicator to the message, as revealed, for instance, by interjection and

the use of emphatic speech. The sentiments of the sender are forgiveness,

approval, praise and reprimand.

2. The connative (or directive) function relates to the receiver of the message.

Here language is used to influence the attitudes and behaviour of the

addressee, often by means of the vocative or imperative. Typically there are

attempts to persuade, recommend, permit, order and warn. Where the

language is hortatory in nature it may be referred to as a language of social

control.

3. The referential (or information) function deals with the cognitive context or

meaning of the message. Either the sender conveys new information to the

receiver or asks the addressee for information. Thus reporting, describing,

asserting, requesting, confirming and refuting are referential speech acts.

4. The phatic (or interactional) function through which language creates,

prolongs and terminates contact via a given medium of communication,

usually involves checking to see whether the channel is working (e.g. 'hello,

do you hear me?'), and attempts to maintain the attention of the receiver (e.g.

'are you listening?'). Often 'phatic communion' (Mallinowski, 1923) comprises

65

chit-chat about a topic (e.g. talking about the weather) which is peripheral to

the main theme in order simply to maintain communication.

5. The metalinguistic function refers to language's ability to speak about itself

and the codes it employs to transmit meaning. This quality is termed

'reflexiveness' by Hockett (1977). It is clearly based on a distinction between

the communicative power of humans and animals (zoosemiotics) and the

ability of the former to become objects of themselves. Language's self

referencing function often includes questions of grammar and terminology, as

evident in such speech acts as 'what do you mean?', 'I do not follow what you

are saying'.

6. The poetic function relates to the value of words or language for its own sake,

i.e. as 'autotelic'. By employing such linguistic devices as rhyme and

metaphor, the code is used in a special way to transmit meaning which

otherwise could not be communicated adequately. The attendant risk is that of

ambiguity.

2.3.1 Kinds of Tourism-Service Register

As mentioned in the Background and Rationale in Chapter 1, places of

interaction between tourists and tourism service providers are the airports, bus

stations, train stations, tourist information centres, travel agencies, hotels,

restaurants, places of tourist interest, souvenir shops and excursions. According to

Astika (2004:109) and Samiati et. al. (2008:v), kinds of conversation between

tourists and tourism service providers can be classified into 13 (thirteen): (1)

receiving reservations, (2) meeting tourists at the airport/railway station, (3)

66

providing information upon arrival on the way to the hotel, (4) helping tourists

with their registration, (5) handling telephone enquiries, (6) giving directions, (7)

giving information about art performances and entertainment, (8) beginning a tour

and describing the itinerary, (9) describing points of interest on the tour route, (10)

serving meals at restaurants, (11) describing processes used in making art objects

(batik, leather puppets, gamelan instruments, etc.), (12) bargaining for souvenir

prices and (13) describing tourist sites.

The thirteen kinds of conversation above have been elaborated by Samiati,

Nurkamto and Purnomo (2008) through their research entitled “Model

Development for Improving English Speaking Skills for Tourism Service

Providers in Surakarta City and Its Surroundings”. The following is an

explanation to describe the use of tourism-service register by tourism service

providers in tourism industry.

In receiving reservations, a reservation clerk may use typical expressions,

like available, booking, single room, twin room, double room, reservation,

confirm, reconfirm, cancellation, room rate, business class, down payment, bank

transfer, deposit, complimentary, arrival date, departure date, initial, check-in

time, check-out time, corporate rate, etc. to answer incoming telephone calls

related to room reservation, follow-up incoming room reservations and confirm or

refuse room reservations depending on availability.

In meeting tourists at the airport/railway station, a tour guide or a hotel

dispatcher may use typical expressions to communicate with their guests, like

welcome, on behalf, accompany, enjoy, flight, arrive, on time, delay, tired, jetlag,

67

comfortable, baggage, luggage, ribbon, depart, pick up, shuttle bus, get on, meals,

accommodation, tour, etc.

In providing information upon arrival to the way to hotel, a tour guide may

use typical expressions, like safety precautions, destination, vacation, fascinating,

travel plans, tour packages, city tour, trips, sit back, pull up, remain on your seats,

on behalf, familiarise, baggage, double check, complete stop, take off, get off, etc.

to welcome tourists, describe locations, introduce special events and offers, offer

advice and close remarks.

In helping tourists with their registration, a hotel receptionist may use

typical expressions, like registration card/form, surename, forename, nationality,

address, occupation, place of birth, passport number, types of room, room rate,

room number, nights, next destination, payment, deposit, voucher, personal

account, company account, company affiliation, credit card, date of leaving,

purpose of visit, take up, bellboy, room key, welcome drink, concierge, check in,

check out, guest card, identity card, meal voucher, lobby, lounge, luggage, etc. to

communicate with his/her guest related to: greeting and welcoming the guest

when checking-in; checking the guest’s reservation, finding the reserved room;

helping guest to fill in the registration form; asking guests politely about the

payment system when checking in and processing it and giving a guest card, a

welcome-drink card, and a room key to the guest.

In handling telephone enquiries, tourism service providers in particular a

telephone operator may use typical expressions, like may I help you?, hold the

line, ringing for you, leave a message, message form, I’ll put you through,

68

connect, engaged, call, call back, one moment, wake up call, reply, room number,

etc. to answer a telephone call.

In giving directions, tourism service providers may use typical expressions,

like go down, turn right, turn left, go straight on, stay on, T-junction, crossroad, on

foot, go east, meters, get there, next to, nearest, across, corner, traffic, blocks,

lead, opposite, on your left, etc. to provide some information related to places,

locations or buildings to tourists.

In giving information about art performances and entertainment, tourism

service providers may use typical expressions, like visit, arrange, city sightseeing,

city attractions, shopping centres, particular art performance, entertainment,

weekend, museums, theatres, recreational facilities, hours of operation, rules and

regulations, fees, rental fees, reservation required, equipment available, city maps,

brochures, restaurants, lounges, night clubs, karaoke places, historical sites, sites

of interest, transportation, etc. to provide some information to tourists.

In beginning a tour and describing the itinerary, a tour guide may use typical

expressions, like good sleep, tourism objects, tourism map, look at, next stop, first

destination, next destination, last destination, on tour, carriage, driver, programs,

arrangement, itinerary, half/full day tour, observe, scenery, worth seeing,

approximately, destinations, points of interest, any questions? etc. to describe the

tour programs.

In describing points of interest on the tour route, a tour guide may use

typical expressions, like trek up/down, wildlife, flora, fauna, shelter forest, good

question, recreational facilities, recreational activities, highest hill, guided tour,

69

take a photograph, local food, trips, point out, come up, sightseeing, impression,

etc. to explain some information to tourists.

In serving meals at restaurant, a waiter/waitress may use typical

expressions, like menu, a la carte, table d’hote, chef suggestion, today’s special,

breakfast, lunch dinner, meal, meal orders, amounts, aperitif, appetizer, drink,

salad, soup, main course, entrée, dessert, buffet, anything else, book a table,

boiled, rare, medium, well done, ommellette, beef, sirloine steak, tenderloine

steak, pizza, hamburgers, water goblet, sauce, roasted, toasted, grilled, rolls,

beverages, juice, soft drinks, alcoholic drinks, wine, beer, cocktail, mixed fruits,

mixed vegetables, bill, balance, etc. to take a meal order, deliver the meal order

and bring the bill to the guests.

In describing processes used in making art objects, a tour guide may use

typical expressions, like batik, chanting, copper bowl, spout, wax, pour, white

rayon, printed, stamped, fabric, fade, srink, bleed, charcoal, dye, pinch, waste, etc.

to explain the following processes: the making batik, making gamelan, making

leather puppet, making handicraft, cooking food, etc. in order that the tourists

know how art objects are made. Explanation is used to account for why things are

as they are.

In selling souvenir, a souvenir seller may use typical expressions, like as

initial price, bargain, good bargain, best price, cut the price, deal worth, offer, last

offer, absolute lowest, cheap, expensive, too expensive, on sale, discount, cash,

credit card, balance, change, banknote, wrap, stop by again, come by again next

time, etc. to coomunicate with tourists who bargain for the souvenir prices.

70

Related to cross-cultural perspectives, differences between Indonesia and Western

ways of doing business often confuse tourists and make buying souvenirs in

Indonesia, for instance, difficult for them. A tourist for example, wants to know

the price immediately. They are used to fixed price; so bargaining is something of

novelty for them and are usually not accustomed to bargaining. The Indonesian

tourist, on the other hand, likes to arrive at price after a deal of bargaining, and

giving it a deal of thought. The tourists from foreign countries, however, are

usually not accustomed to bargaining. They are used to fixed price; so, bargaining

is something of a novelty for them.

In describing people, places, objects, animals or things, a tour guide may

use typical expressions, like sites, sightseeing tour, culture, cultural displays,

collections, artefacs, museum, temple, palace, traditional market, antiques,

entertainment, attractions, cuisine tourism, panorama view, nature, slope, hill,

ladderstep, waterfall, gazebos, destinations, fascinating, art gallery, exhibitions,

royal heirlooms, ancient weapons, daggers, fabulous, magnificient, etc. to explain

tourist sites to tourists.

Beside the above elements of tourism-service register, tourism service

providers may use typical expressions to handle guests’s complaints politely in

their duty as indicated in the conversation between a front desk supervisor (S) and

a guest (G) in a hotel lobby under the following procedures: (1) Listen carefully

for the complaint. It is important to show that the host is giving the guest full

attention; (2) Do not interrupt. An interruption will cause the guest to carry on

louder and longer; (3) Wait until the guest has completely finished. Before saying

71

anything at all is certain that guest has completely finished talking and is not just

pausing for breath; (4) Apologise. A short clear apology should be the first thing

the host offers the guest. This must come before any explanations or reasons; (5)

Speaking normally. Do not let the host’s voice rise to match the voice of the guest.

This will only lead to more argument; (6) Summarise the complaint; (7) Explain

what action will be taken, and how quickly. Make clear what the host will do.

Give the guest a definite time so that he/she understands that his/her complaint

will be attended to and (8) If the guest is angry, aim to remove the scene to

somewhere private. This could be an office, or an empty lounge. Try to find a

place where there is no barrier (table or desk) between the host and the guest.

G: Can’t you do something about the service in this hotel?

S: I’m sorry, Madam. What’s problem, exactly?

G: My breakfast that’s the problem …!

S: Yes …

G: I ordered breakfast from Room Service … oh, at least half an hour ago …

S: Yes …

G: I’ve got an important meeting at nine o’clock and now it seems I’ll have to go

there without breakfast! Really, I don’t think this is good enough!

S: I’m very sorry about this, Madam. You ordered breakfast half an hour ago, and

you’ve phone three times since then?

G: That’s right.

S: I really apologise. You should have received the breakfast no later than five or

ten minutes after you ordered it.

G: That’s what I thought.

S: The problem may be that they’ve been rather short-staffed in the kitchen

recently. But I’ll look into this, and I’ll make sure that the breakfast is sent to

you immediately. Full English breakfast, was it?

G: Full English breakfast, with corn flakes.

72

S: Very well, Madam. I’ll deal with this myself, and I’ll have it sent up to your

room right away.

2.4 Tourism Industry in Central Java

Central Java is one of six provinces on the island of Java, Indonesia. The

administrative capital is Semarang. Central Java is subdivided into six residencies

(karesidenan), those are Banyumas, Kedu, Pekalongan, Semarang, Jepara and

Surakarta. The Banyumas residency includes Banjarnegara, Banyumas, Cilacap,

Kebumen and Purbalingga regencies. The Kedu residency includes Magelang,

Purworejo, Temanggung and Wonosobo regencies. The Pekalongan residency

includes Batang, Brebes, Pekalongan, Pemalang and Tegal regencies. The

Semarang residency includes Grobogan, Kendal and Semarang regencies. The

Jepara residency includes Blora, Demak, Jepara, Pati and Rembang. The Surakarta

residency includes Boyolali, Karanganyar, Klaten, Sragen, Sukoharjo, Surakarta

and Wonogiri regencies (www.wikipedia.org/centraljava). Central Java is a

particularly interesting area of study for linguistics because speech there has an

unusually high amount of variation, divided into clearly recognizable codes, each

with a clearly stable function.

Javanese is the language of some sixty or seventy million people living in

the eastern two-third of the island of Java and most of the northern coast of Java

except Jakarta. There are large settlements of Javanese speakers in other parts of

Indonesia, especially in southern Sumatra, in Suriname and in New Caledonia

(Wolf and Poedjosoedarmo, 1982). Javanese speakers can also be found in

Netherlands and Kokos-Keeling Island, Australia (Kompas, 2010:42). The

73

Javanese are the largest ethnic group in Indonesia and comprise almost half of

Indonesia's population. Javanese speakers can be found in nearly every part of

Indonesia.

Central Java Province, as one of the Indonesia tourist destination areas,

offers various kinds of tourist attractions whether natural, cultural, or man made

features. Central Java is the island’s cultural, geographic and historic heartland.

Pottery, handicrafts, textiles and carving, give to the region a rich culture and

interesting shopping. Performing arts is still widely practiced, and traditional

dance dramas (wayang orang) or shadow puppets (wayang kulit) performances

are easy to find.

The Surakarta Residency is a tourism area and also the heart of Javanese

culture. With the slogan “The Spirit of Java” and “Solo the Future is Solo the

Past”, the Surakarta tourism is much related to culture, history and palace rituals.

It is supported by historical sites, like Kasunanan Surakarta Palace,

Mangkunegaran Palace, Sangiran Pre-historic Museum and Sukuh and Cetho

Temples. The development of Surakarta tourism is currently integrated into

Yogyakarta and Semarang with the name Joglosemar.

The government always tries to increase tourist visit to Surakarta Residency.

The 2013 Visit Central Java Program continues a campaign commenced in 2011

to improve people’s awareness and responsibility in implementing Sapta Pesona

Pariwisata Indonesia ‘Seven Fascinations of Indonesia Tourism’ in their daily

life, i.e. (1) keamanan ‘safety’, (2) ketertiban ‘tidiness’, (3) kebersihan ‘sanitary’,

(4) kesejukan ‘coolness’, (5) keindahan ‘beauty’, (6) keramahan ‘hospitality’ and

(7) kenangan ‘memory’ (www.budpar.go.id).

http://www.budpar.go.id/

74

The other efforts to promoting tourism in the region are by building new

tourism infrastructures, adding tourist attractions to the calendar of events and

conducting international events. Some new infrastructures are: tourist

transportation, new lodging facilities, city parks and souvenir markets. Some

international events are: Borobudur Travel Mart (BTM) (annually since 2007),

World Heritage Cities Conference and Expo (WHCC) (2008), Solo International

Contemporary Ethnic Musics Festival (SIEM) (annually since 2008), Solo Batik

Carnival (SBC) (annually since 2008), UN Habitat Meeting (2009), Asia-Europe

Cultural Ministers Meeting (ASEM-CMM) (2010), World Dance Day Festival

(2010), The 3rd Asia Pacific Ministerial Conference on Housing and Urban

Development (APMCHUD III) (2010), the 11th ASEAN Committee on Culture

and Information Sub-Committee on Culture (2010), the 6th Networking on East

ASEAN Cultural Heritage (2010), the 13th Asiania Parachuting Championship

Indonesia (2010), Solo International Performing Art (SIPA) (annually since 2010),

World Palaces Festival (2010) and Visit Central Java 2013.

2.5 Sociopragmatic Study

The term pragmatics was proposed by Charles Morris in 1938 as a tribute to

C. S. Peirce's philosophy of pragmatism, to designate the study of signs and their

relationship to interpreters. In 1946 Morris changed this slightly to make

pragmatics the study of the origin, use and effect of signs. One of the main

differences between the two versions is that the second version the term use also

includes the production of signs (Allwood, 1998:114). Pragmatics is the study of

linguistic acts and the contexts in which they are performed. According to

75

Stalnaker (1998:58), there are two major types of problems to be solved within

pragmatics: first, to define interesting types of speech acts and speech products;

second, to characterize the features of the speech context which help determine

which proposition is expressed by a given sentence. The analysis of illocutionary

acts is an example of a problem of the first kind; the study of indexical

expressions is an example of the second. Leech (1983:11), drawing on earlier

work by Thomas (1981), suggests that pragmatics can have both a linguistic focus

and a sociocultural focus. The sociocultural focus interfaces with social

psychology and sociology and it explores how people’s performance and

interpretation of linguistic behavior is influenced by socioculturally-based

principles. This focus to pragmatics is known as sociopragmatics.

A sociopragmatic study is based on the facts that cooperative principles and

politeness principles are differently operated in different culture and language

society, in different social situation, in different social class, etc (Kartomiharjo,

1996:14). These facts give description to language users about why

misunderstanding often happens easily in interpersonal communication among

people of different cultural and social backgrounds. According to Zamzani

(2007:21), the cause of misunderstanding is that cooperative principles and

politeness principles are not universal, instead they operate differently in each

society. The different societies challenge different interpretation towards the

politeness. One society sees a certain attitude is polite, another society could see it

impolite. However, it is acknowledged that cooperative and politeness principles

are absolutely needed in a communication, and the principles used have to relate

76

the culture of its language society. In Tarigan's opinion (1986:40), the

appropriateness and harmony of both principles affect the success of people's

communication significantly.

Some aspects of sociopragmatic study cover speech acts, deixis, context and

nonverbal behaviour.

2.5.1 Speech Acts

In order to account for the fact that interpretation of non-literal meanings by

the hearer may not necessarily coincide with the intentions of the speaker, Austin

(1962) and Searle (1969) characterise utterances in the following way: locution

(the actual form of the utterance, what is actually said), illocution (the

communicative force of the utterance, what was intended by the speaker in

making the utterance) and perlocution (the communicative effect of the utterance,

what the hearer interprets as the meaning intended by the utterance). This

characterisation of the tripartite nature of communication helps us to see how

miscommunication might occur. Even when the Speaker and the Hearer come

from the same culture, there is the possibility that the message received may not

equate with the message intended. The likelihood of miscommunication increases

greatly when the Speaker and the Hearer come from different cultures and may

have different expected norms.

Searle (1969:23-24) explains that there are at least three kinds of speech acts

in the practice of language use, those are (1) locutionary acts, (2) illocutionary

acts and (3) perlocutionary acts. A locutionary act is an act with word, phrase and

sentence based on the meaning inside. This kind of act is also called the act of

77

saying thing, so that it does not matter the aim and function of an utterance made

by a speaker. An illocutionary act is an act which implies a certain aim and

function. The illocutionary act is also called the act of doing something. A

perlocutionary act is an act to create an effect to the hearer. The perlocutionary act

is also called the act of affecting someone.

Searle (1979) further subdivides performatives into five subcategories: (1)

assertives, that is stating: an act which commits the speaker (S) to the truth of the

proposition (P); (2) directives, that is commanding and requesting: attempts by the

speaker (S) to get the hearer (H) to do something; (3) commissives, that is

promising and offering: acts which commit the speaker (S) to a future act (A), (4)

expressives, that is thanking, forgiving, blaming, complaining, apologising: acts in

which the speaker (S) makes known his/her attitude about a proposition to the

hearer (H) and (5) declaratives, that is baptizing, naming, appointing, sacking:

acts which bring about correspondence between the propositional content and the

reality. Leech (1983:166) concludes that according to the Searle’s classification,

the main place of positive politeness is in the commisive illocution category and

expressive illocution category whereas the main place of negative politeness is in

the directive illocution category.

Austin (1975) distinguishes among illocutionary, perlocutionary, and

locutionary acts. An illocutionary act is an act which is performed in saying

something and which characteristically has connected with it a verb phrase the

function of which is to make explicit what act the speaker intends to be

performing. For example, congratulating is an illocutionary act and saying 'I

78

congratulate you' makes it clear that the speaker intends to be congratulating his

hearer. Perlocutionary acts are acts characteristically performed by saying

something, but unlike illocutionary acts they cannot be brought off merely by

saying something, but require for their achievement that what we say produce

certain effects on our hearers. For example, persuading someone to believe what I

say is a perlocutionary act, but by merely saying what I do, I do not persuade

anyone. What more is required is that my saying what I do brings it about that

someone believes what I say. Moreover, perlocutionary acts do not have

connected with them phrases which make explicit what act the speaker intends to

be performing. If my intention is to persuade you, I cannot further my aim by

saying 'I persuade you'.

Besides the classification above, speech acts can also be classified into

direct speech acts and indirect speech acts, and literal speech acts and illiteral

speech acts (Parker, 1986:17-20; Wijana:30-36). The direct speech acts can be

recognized from the syntactic forms, for example Solo is a cultural city, Where is

Radya Pustaka Museum? and Escort me to Mangkunegaran Palace. The 1st

example is a positive sentence, the 2nd is interrogative sentence and the 3rd is

imperative sentence which functions to give information, ask and command. So, it

can be concluded that direct speech acts are acts which match with their sentence

types, like positive sentence is to report; interrogative sentence is to ask

something and imperative sentence is to command, invite or request.

Unlike the direct speech acts, indirect speech acts are acts which are

different with their sentence types. The meaning of inderect speech acts can be

79

vary and depends on its context. The utterance Can I have the ticket, now?

expressed by a tourist to a ticket reservation clerk in a travel agent is an indirect

speech act because the sentence type is interrogative but the function is to order.

The utterance I’ve been waiting for my breakfast since half an hour ago expressed

by a hotel guest to a room service waiter through telephone is a positive sentence

used to express indirect speech act, that is to request a breakfast meal should be

sent to his/her room immediately. So, the waiter’s answer Gee, I just had

continental breakfast and it’s very delicious followed by hanging the telephone up

is really an inappropriate answer. Another example is an utterance Don’t you think

it’s time to have sight seeing? expressed by a member of tourist group waiting for

a long time in a hotel lobby to a tour guide processing check-out in front of

reception counter is also an interrogative sentence used to express indirect speech

act, that is to request him/her to strat the tour soon. So, the answer No or Yes from

the tour guide while keeping on talking to the receptionist is not an accurate

answer. As stated by Searle (1975:59), the indirect speech acts have a very

important position in a study of speech acts because most of utterances are

expressed indirectly (Searle, 1975:59).

Besides the classification of direct and indirect speech acts, some speech

acts have utterances which are suitable and not suitable for the words arrange

them. When a hotel guest has booked a room a day before arriving at the hotel

comes to a reception counter and then expresses I had booked a room yesterday, it

can be said that the guest really wants to say that. This kind of speech acts is

called literal speech acts. Wijana (1996:32) states that literal speech acts are

80

speech acts which have the same meaning as the words arrange them and illiteral

speech acts are speech acts which have different meaning with or opposite to the

words arrange them. The utterance Thank you for your service expressed by the

guest who is finally refused to stay in the hotel because the booked room has been

occupied by another guest is not an utterance which is suitable for his meaning, is

an illiteral speech act.

2.5.2. Deixis

A speaker who is speaking to a hearer often uses words refer to person, time

and place. Those words are commonly called as deixis and function to show

something. So, the success of interaction between a speaker and a hearer partly

depends on the use of deixis (Nadar, 2009:55). An example is given by Mey

(1993:89), a guest hotel in a foreign country who is staying in his room suddenly

hears a knock on the door, then he asks Who is there? and answered It’s me. For

the guest, the word me does not clarify who is the speaker because me refers to

someone who is also not clear for the guest. So, me is a deixtic word or a deixis,

and refers to the person who uttered it. If the person changes, me also refers to

different person, like his wife, his friend or a roommaid. Considering the special

use of me, as in conversation context between the hotel guest and the person who

knocked the door, deixis tends to be included into pragmatic study.

In line with Nadar’s opinion, Levinson (1983:62) classifies English

language deixis into three kinds, i.e. person deixis, place deixis and time deixis.

Person deixis is related to the understanding of a speaker and a hearer in a speech

situation where the utterance is made. Place deixis is related to the understanding

81

of location or place which is used by the speaker and the hearer in the speech

situation. Time deixis is related to the understanding of interval when utterance is

made. For example, person deixis of the use of the first person is the reference of

the speaker for himself/herself, the second person refers to one or more hearers,

and the third person refers to the person excluded the speaker and the hearer.

Place deixis is classified more into the location of place which is closer to the

speaker and the location of place which is farther than the speaker. Time deixis is

realized in deictic adverbs of time, such as now, then, yesterday and so on which

indicate tense. Related to context, Hanks (2008:1) explains that deictic

expressions, such as English ‘this, that, here, there’ are typically used to

individuate referential objects in relation to the indexical ground of utterance

context.

Brown and Levinson (1987:118) were of the opinion that nearly all

sentences in natural languages encode point of view by means of deixis. Deixis

has to do with the ways in which sentences are anchored to certain aspects of their

contexts of utterance, including the role of participants in the speech event and

their spatio-temporal and social location. For example, the pronoun 'I' normally

refers to the participant who has the role of speaker, while 'now' refers to a time

that includes the time of utterance, and 'there' refers to a place more distant from

the speaker than that indicated by 'here', and so on.

Filmore (in Brown and Levinson, 1987:118) has developed a set of

distinctions that characterize the ways in which sentences are deictically anchored

in this way, and it seems a safe hypothesis that the normal unmarked deictic centre

82

is the one where the speaker is the central person, the time of speaking (or 'coding

time') is the central time, and the place where the speaker is at coding time is the

central place. Thus the sentence 'The tour manager came to Bali' encodes that The

tour manager's motion was towards the speaker, as indicated by the verb 'to come',

and that the event took place prior the time of speaking, as indicated by the past

tense. That is to say, temporal and spatial descriptions are here understood relative

to the time and place of speaking, the central reference point. These central

locations provide the unmarked anchorage point, from which all other usages are

departures which take their meaning by reference to this basic anchorage point.

2.5.3 Context

Wiktionary Indonesia defines context as (1) parts of a description or a

sentence which can support or clarify meaning; (2) situation which relates to an

event (http://id. wiktionary.org/wiki/konteks). In a conversation, there is a certain

context similarity between a speaker and a hearer, for example the similarity of

physical location and time. Leech (1983:13-5) explains context (utterance) as an

aspect of utterance situation besides the sender/receiver, aim, ilocutionary act,

utterance as a result of a verbal act, and time and place of the utterance. Leech

also explains that context is background knowledge of whatever supposed known

by the speaker and the hearer and helps the hearer interprets the speaker’s

intention in certain utterance.

Mey (1993:38) defines context as an environmental situation in broader

meaning which enables a speaker and a hearer to interact, and makes their

utterances can be understood. In relation with pragmatics, he defines context as a

http://id/

83

study of condition of human beings’ language use which is determined by their

social context (ibid.1993:42). Pragmatics is a study of relation between language

and context grammaticalized and codified in language structure (Levinson,

1983:9). The importance of context in pragmatics is also stated by Searle, Kiefer

and Bierwich (1980:ix) who emphasize that pragmatics is related to an

interpretation of an utterance which is made by following certain syntactical rules

and the way to interpret the utterance depends on special conditions of the

utterance use in context. Their statement is supported by the inference from

Wijana (1996:2) which concludes that pragmatics studies meaning that is bound

by context.

Malinowski (1923) introduces two kinds of concepts about context, that is

situational context and cultural context. The situational context is much developed

by linguists, and the most well known is the concept from Hymes (1972) which

relates the Malinowski’s situational context to the utterance situation. According

to Hymes, the utterance context includes 8 speech components, that is (1) settings,

(2) participants, (3) ends, (4) act of sequence, (5) keys, (6) instrumentalities, (7)

norms and (8) genre which can be made into SPEAKING acronym. It can be

explained briefly that settings is a place and time of utterance, including the

psychological and cultural conditions of the utterance; participants is the speaker

and hearer; ends refers to the goal reached in a speech situation; acts of sequence

refers to speech channels, either spoken or written; keys refers to the way or spirit

of the speech; instrumentalities indicates the use of language rules in a speech;

norms is the manners in interaction and genre is the speech category which can be

84

in the form of letter, poem, article, etc.

Furthermore, the speech components are explained comprehensively by

Poedjosoedarmo (1985) by using memotechnique O, O, E MAU BICARA as

follows:

O1 = Orang ke-1 (the 1st person (P1)), that is the speaker’s personality because

the quantity of utterance is determined by the speaker’s personality. A

bashful speaker will have linguistic habit different with a brave speaker.

The speaker’s background includes sex, hometown origin, social status

origin, age, profession, ethnic group and faith.

O2 = Orang ke-2 (the 2nd person (P2)), that is the hearer. The second most

important factor which determines utterance form of a speaker is the

hearer. It is the person whom the speaker invites him/her to talk. The P1

should pay attention to how high the social status of P2 and how familiar

the relation between P1 and P2 is. The assumption to the familiar relation

between P1 and P2 will determine language styles utteranced.

E = Warna Emosi O1 (the 1st person (P1)’s emotional situation), that is the

speaker’s emotional situation when he/she wants to speak. The P1’s will

awfully affect the utterance form. For example, a nervous speaker will not

produce in sequence and clear utterances.

M = Maksud dan tujuan percakapan (Meaning and aim of conversation).

Meaning and aim of P1 also determines the utterance form. For example, a

person who wants to borrow money to someone will tend to use language

with complicated structure.

85

A = Adanya orang ketiga (O3) (The 3rd person (P3)’s presence) and other

goods surrounds the speech act. An utterance can change its form from

normal to unusual if P3 presents in the speech act. For example, P1 and P2

change their use of Javanese into Indonesian in a communication with the

reason to involve P3 who comes from outside Java Island.

U = Urutan tutur (Speech sequence). The 1st person (P1) who starts a

conversation will feel more free to determine the utterance form than the

hearer. For example, if P1 uses Indonesian, P2 will also respond in

Indonesian. If P1 uses high level Javanese, P2 will also respond in high

level Javanese, except in the conversation situation that P2 is sure that

his/her social status is higher than P1.

B = Bab yang dibicarakan (Subject discussed); topic. The topic will also affect

the emotional situation of the speech. Some people who are discussing

scientific issues, such as tourism or pragmatics, and they come from

various provinces in Indonesia, they will use Indonesian as a language for

communicaton. They will also use Indonesian as a formal language to

discuss about faith, religion and other serious topics.

I = Instrumen atau sarana tutur (Speech instrumentality). Speech

instrumentalities, like telephone, faximile, telegram and internet also affect

an utterance form. The language used in the telephone, for instance, is

simple and directs to the topic.

C = Citarasa tutur (Speech types). Language type also affects a form of speech

type utteranced. When will a speaker use informal language style, formal

86

language style and poetic language style depends on some factors. A

glamorous wedding party in a first-class hotel will certainly be delivered

by beautiful speech. On the contrary, the informal language style will not

be used in a rush situation in an airport or the speaker is in a hurry.

A = Adegan tutur (Speech events), that is factors related to the place, time and

speech event. A conversation in a mosque, church or temple is different

with a conversation in a hotel or tourism object.

R = Register khusus atau bentuk wacana atau genre tutur (Specific register or

speech genre). The genre, like a speech, will be delivered according to the

common patterns, such as it begins with greetings, then introduction,

content of speech and ended by salutation.

A = Aturan atau norma kebahasaan lain (Language patterns or other norms).

The language patterns or other norms will affect the utterance form. There

are some norms should be obeyed by a speaker, like the clearness in

speaking. Besides that, there are some norms which contain advices by not

asking salary, age, marital status and other private matters to new known

people. The existence of the patterns and norms will determine utterance

forms.

2.5.4 Nonverbal Behavior

To most people, the phrase nonverbal communication refers to

communication effected by means other than words (assuming words are the

verbal element). Knapp and Hall (2006:7) state that the theory and research

associated with nonverbal communication focus on three primary units: (1) the

87

environmental structures and conditions within which communication takes place,

(2) the physical characteristics of the communicators themselves and (3) the

various behaviors manifested by the communicators.

Argyle (1988) has identified primary functions of nonverbal behavior in

human communication: (1) expressing emotion, (2) conveying interpersonal

attitudes (like/dislike, dominance/submission, etc.), (3) presenting one’s

personality to others and (4) accompanying speech for the purposes of managing

turn taking, feedback, attention and so on.

Nonverbal behavior should not be studied as an isolated phenomenon but as

an inseparable part of the total communication process. Knapp and Hall (2006:24)

illustrate that the interrelationships between verbal and nonverbal are how

nonverbal behavior functions in repeating, conflicting with, substituting for,

complementing, accenting/moderating and regulating verbal communication.

Nonverbal communication is important because of its role in the total

communication system, the tremendous quantity of informational cues it gives in

any particular situation and its use in fundamental areas of our daily life.

The study of nonverbal language in use lends itself to the study of body

movement and position. Knapp and Hall (2006:8-10) explain that body movement

and position typically includes gestures, movements of the body (limbs, hands,

head, feet and legs), facial expressions (smiles), eye behavior (blinking, direction

and length of gaze and pupil dilation) and posture. The furrow of the brow, the

slump of a shoulder and the tilt of a head are all considered body movements and

positions. Specifically, the major areas are (1) gestures, (2) posture, (3) touching

88

behavior, (4) facial expressions and (5) eye behavior.

There are many different types of gestures and variations of these types, but

the most frequently studied are speech independent gestures and speech related

gestures. The former gestures are not tied to speech, but they have a direct verbal

translation or dictionary definition, usually consisting of a word or two or a

phrase. There is high agreement among members of a culture or subculture on the

verbal “translation” of these signals. The gestures used to represent “A-OK” or

“Peace” (also known as the “V-for-Victory” sign) is an example of speech-

independent gestures for large segments of U.S. culture. The latter gestures are

directly tied to, or accompany, speech – often serving to illustrate what is being

said verbally. These movemens may accent or emphasize a word or phrase, sketch

a path of thought, point to present objects, depict a spatial relationship, depict the

rhythm or pacing of an event, draw a picture of a referent, depict a bodily action,

or serve as commentary on the regulation and organization of the interactive

process.

Posture is normally studied in conjuction with other nonverbal signals to

determine the degree of attention or involvement, the degree of status relative to

the other interactive partner, or the degree of liking for the other interactant. A

forward-learning posture, for example, has been associated with higher

involvement, more liking and lower status in studies where the interactants did not

know each other very well. Posture is also a key indicator of the intensity of some

emotional states, for example, the drooping posture associated with sadness or the

rigid, tense posture associated with anger. The extents to which the

89

communicators mirror each other’s posture way also reflect rapport or an attempt

to build rapport.

One of the most potent forms of nonverbal communication occurs when two

people touch. Touch can be virtually electric, but it also can irritate, condescend,

or comfort. Touch is a highly ambiguous form of behavior whose meaning often

takes more from the context, the nature of the relationship and the manner of

execution than from the configuration of the touch per se. Some researchers are

concerned with touching behavior as an important factor in the child’s early

development; some are concerned with adult touching behavior. Subcategories

include stroking, hitting, greetings and farewells, holding and guiding another’s

movements.

Most studies of the face are concerned with the configurations that display

various emotional states. The six primary affects receiving the most study are

anger, sadness, surprise, happiness, fear and disgust. Facial expressions also can

function as regulatory gestures, providing feedback and managing the flow of

interaction. In fact, some researchers believe the primary function of the face is to

communicate, not to express emotions.

Matsumoto (1996) believes two important dimensions of culture will help us

predict the display rules for facial expressions in any given culture: (1) power

distance, or the extent to which a culture maintains hierarchical, status, and/or

power differences among its members and (2) individualism-collectivism, or the

degree to which a culture encourages individual needs, wishes, desires and values

versus group and collective ones. Matsumoto hypothesizes that members of high

90

power distance cultures will display more emotions in public that preserve status

differences. Cultures that stress individualism, according to this theory, will

manifest greater differences in public emotional displays between ingroups and

outgroups than in collective cultures.

Where we look, when we look and how long we look during interaction are

the primary foci for studies of gazing. Gaze refers to the eye movement we make

in the general direction of another’s face. Mutual gaze occurs when interactants

look into each other’s eyes. The dilation and constriction of our pupils also has

interest to those who study nonverbal communication because it is sometimes an

indicator of interest, attention, or involvement.

Understanding the meaning of nonverbal behaviour requires an

understanding of context. Philippot, Feldman and Coats (1999:13) say that

“nonverbal behavior can be fully understood only when considered within its

social context.” For example, we may feel like we understand the meaning of a

particular nonverbal behavior because we are aware of: (1) some personal or

background characteristics of the people involved – their relationship, their age,

their group membership, their gender; or (2) some environmental features – the

number of people involved, the accompanying lighting or noise, the time of day,

the furniture configuration; or (3) the expectations and norms for situation –

learning, therapy fun; or (4) various message features – the topic, the emphasis

given the behaviour, what other verbal and nonverbal behaviour preceded and

followed the behaviour in question, and so on. These features of context give

meaning to nonverbal messages, but whenever we produce nonverbal messages,

91

they have the potential to change contextual features too.

This research does not only observe the politeness of verbal language used

by tourism service providers when communicating with tourists, but also the non-

verbal language. In other words, it explains forms of politeness from both

linguistic and extra linguistic features.

2.6. Hypothesis

Hypotheses of this research can be formulated as follows:

1. There are various politeness markers in tourism-service register used by

tourism service providers in Central Java.

2. There are various politeness principles in tourism-service register used by


3. There are various politeness strategies in tourism-service register used by


4. There are various politeness norms in tourism-service register used by tourism

service providers in Central Java.

5. There are various politeness levels in tourism-service register used by tourism

service providers in Central Java.

6. There are similar and different perspectives on politeness in tourism-service

register used by tourism service providers in Central Java between English

speaking tourists whose backgrounds are Western cultures and Indonesian

speaking tourists whose backgrounds are Indonesian cultures.

92

CHAPTER 3

SUBJECT AND RESEARCH METHOD

This chapter describes the methods of the study. It includes type of

research, location of research, sources of research data, sampling and techniques

for collecting data, data validation, research procedure and model of analysis.

3.1 Type of Research

This study is of a mixed methods research nature in which the researcher

uses a combination of qualitative and quantitative approaches in a single research

study. Johnson, Onwuegbuzie and Turner (2007) state that mixed research takes

an eclectic, pragmatic, and commonsense approach, suggesting that the researcher

mix qualitative and quantitative in a way that works best for the given research

questions being studied in a particular context, attempts to corroborate and

complement findings and takes a balanced approach to research.. Moreover, it

should be used in research situations where the problems can be understood

through both investigation and interpretation (Rauscher and Greenfield, 2009).

The problems studied in this research concern with describing politeness

markers, principles, strategies, norms and cross-cultural perspectives on politeness

which are analysed qualitatively and politeness levels in tourism-service register

used by the tourism service providers which are analysed quantitatively.

3.2 Location of Research

This research was done in Surakarta Residency, the main tourist destination

93

in Central Java, Indonesia. The Surakarta Residency included Surakarta, Boyolali,

Sukoharjo, Karanganyar, Wonogiri, Sragen and Klaten regencies. It is also

abbreviated as Subosukawonosraten or well known as Soloraya

(www.wisatasolo.com). The Surakarta Residency has various tourist destinations

which can be categorized into (1) Palace Tourist Destination (Kasunanan

Surakarta Palace and Mangkunegaran Palace), (2) Museum Tourist Destination

(Radya Pustaka Museum, Danarhadi Batik Museum, Dullah Art Museum, etc.),

(3) Shopping Tourist Destination (Traditional: Windujenar Market, Klewer

Market, Gedhe Market, etc. and Modern: Solo Grand Mall, Solo Square Lifestyle,

Solo Grocery Market, etc.), Flora and Fauna Tourist Destination (Sriwedari Park,

Satwataru Jurug Zoo, Depok Bird Market, etc.), Handicraft Tourist Destination

(Dagger and Leather Puppet of Alun-alun Lor, Gamelan Orchestra of Alun-alun

Lor, etc.) and Batik Village Tourist Destination (Laweyan Batik Village and

Kauman Batik Village). The Karanganyar Regency has Temple Tourist

Destination (Sukuh Temple and Cetho Temple) and Panorama Tourist Destination

(Tawangmangu Resort, Balekambang Park, Kemuning Tea Plantation, Grojogan

Sewu Waterfall and Jumog Waterfall). The Sragen Regency has Prehistoric

Tourist Destination (Sangiran Prehistoric Museum) and Panorama Tourist

Destination (Sondokoro Park, Kedungombo Dam). The Sukoharjo Regency has

Water Tourist Destination (Pandawa Water World, Romensi Water Park). The

Boyolali Regency has Panorama Tourist Destination (Ketep Hill, Mount Merapi

National Park, Umbul Pengging Fishery Court) and Handicraft Tourist

Destination (Cempogo Copper and Brass Handicraft). Klaten has Water Tourist

http://www.wisatasolo.com/

94

Destination (Janti Fishery Court), Panorama Tourist Destination (Deles Hill), and

Handicraft Tourist Destination (Serenan Antique Furniture and Handicraft).

Wonogiri Regency has Water and Panorama Tourist Destination (Gajah Mungkur

Dam, Putri Kencono Cave, Ngantap Cave and Sembukan Cave) and Religious

Tourist Destination (Kayangan Site).

3.3 Sources of Research Data

The data of this research are conversations between tourists and tourism

service providers during their interaction in the airport, bus stations, train stations,

tourist information centers, travel agents, accommodation, restaurants, places of

tourist interest, souvenir shops and excursions.

The data sources of this research came from (1) informants and (2) events.

The informants included (a) tourism service providers in Surakarta Residency,

Central Java and (b) English speaking tourists and Indonesian speaking tourists

who got services from the tourism service providers in Surakarta Residency. The

events were speech act events between tourism service providers and tourists in

places of interest and during the excursions.

To describe politeness markers of tourism service providers in using

tourism-service language, the data were analyzed by common speech acts adapted

from Spencer-Oatey’s semantic components of common speech acts (2008);

politeness principles by Leech’s politeness principles (1983); politeness strategies

by Brown and Levinson’s politeness strategies (1987); politeness norms by

Peodjosoedarmo’s norms of language propriety (2009); politeness levels by

tourists’ perception towards tourism-service registeras used by tourism service

95

providers and cross-cultural perspectives on politeness by Chan’s contrasting

communication styles (1992a).

The data from informants were obtained through distributing questionnaire

to tourists and conducting in-depth interviewing with tourism service providers.

The speech acts were obtained through observation, field notes and recordings of

conversation between tourism service providers and tourists.

3.4 Sampling

Population of this research was tourism service providers (speakers) and

tourists (hearers) in tourism industry and other areas in Surakarta Residency,

Central Java where speech acts made by them. For reasons of wide population, it

was used sampling technique to determine the research object. The sampling

technique was done based on area sample and speaker sample. They were

purposive samples used to determine research area by considering category of

tourism industry and various speech acts made by the tourism service providers

and the tourists.

According to Sutopo (2002:36), technique of purposive sampling is proved

having capability to gain completed and deep data related to research problems.

The particular design of a qualitative study depends on the purpose of the enquiry,

what information will be most useful, and what information will have the most

credibility. There are no strict criteria for sample size (Patton, 1990). Qualitative

studies typically employ multiple forms of evidence [and] there is no statistical

test of significance to determine if results 'count' (Eisner, 1991:39). Purposeful

sampling is the dominant strategy in qualitative research. Purposeful sampling

96

seeks information-rich cases which can be studied in depth (Patton, 1990).

Based on the consideration, the research area chosen was tourism industries

in Surakarta Residency and the subjects chosen were the tourism service providers

in Surakarta Residency, Central Java. The complete sample area and subject to

collect research data are obviously shown in table 3.1 below.

Table 3.1 Sample Area and Subjects Observed

No. Location Category Speaker and Hearer

1. Adi Sumarmo International

Airport

Tourist

transportation

Tourist guide and tourist

2. Tourist Information Center

(TIC)

Tourist Information

Center

TIC officer and tourist

3. Nusantara Tours Travel agent Ticket reservation clerk and

tourist

4. Natratour Travel agent Ticket reservation clerk and

tourist

5. Kusuma Sahid Prince Hotel Accommodation Bellboy, receptionist,

telephone operator, guest

relation officer and tourist

6. Hotel Sahid Jaya Solo Accommodation Bellboy, receptionist,

telephone operator, guest

relation officer and tourist

7. Hotel Pramesthi Solo Accommodation Bellboy, receptionist,

telephone operator and

tourist

8. Diamond Restaurant Restaurant Tour guide, waiter/waitress

and tourist

9. Galadag Langen Bogan

(Galabo)

Food Court Tour guide, waiter/waitress

and tourist

10. Kasunanan Palace Palace tourist

destination

Tour guide and tourist

11. Mangkunegaran Palace Palace tourist

destination

Tour guide and tourist

12. Radya Pustaka Museum Museum Tour guide and tourist

13. Triwindu Antique Market Souvenir shop Tour guide, souvenir seller

and tourist

14. Kauman Batik Village Souvenir shop Tour guide, batik seller,

batik painter and tourist

15. Sangiran Pre-Historic

Museum

Pre-historic museum Tour guide, museum officer

and tourist

http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#patton

97

No. Location Category Speaker and Hearer

16. Tawangmangu Resort Panorama tourist

destination

Tour guide, ticket staff and

tourist

17. Mount Merapi National Park Panorama tourist

destination

Tour guide, ticket officer

and tourist

18. Sukuh Temple Temple tourist

destination


and tourist

19. Cetho Temple Temple tourist

destination


and tourist

20. Pandawa Water World Water tourist

destination

Ticket officer and tourist

21.

Gajah Mungkur Dam Water tourist

destination

Ticket officer and tourist

22. Janti Fishery Court Water tourist

destination

Cook, waiter/waitress and

tourist

23. Depok Bird Market Fauna tourist

destination

Bird seller, tour guide and

tourist

It can be inferred from the above table that from 42 population area (see

3.2. Location of Research, pp. 91-93), it was chosen 23 locations as sample area.

Furthermore, from 219 tourism service providers who work in the population

area, it was chosen 36 as sample subjects (see Appendix 6 List of Tourism Service

Providers as Research Subjects, pp. 484-489).

3.5 Techniques for Collecting Data

This research used five techniques for collecting data: (1) observation and

field notes, (2) recordings, (3) questionnaire, (4) in-depth interviewing and (5)

document analysis.

3.5.1 Observation and field notes

Qualitative research uses natural setting as the source of data. The

researcher attempts to observe, describe and interpret settings as they are (Patton,

1990:55). Marzuki (2002:58) states that by using the observation, a researcher

98

observes and makes systematic field notes simultaneously to the phenomena

studied. In the observation, a passive participation role (Spradley, 1980) is used

because the researcher does not take any part in the speech acts. The classic form

of data collection in naturalistic or field research is observation of participants in

the context of a natural scene. Observational data are used for the purpose of

description-of settings, activities, people, and the meanings of what is observed

from the perspective of the participants. Observation can lead to deeper

understandings than interviews alone, because it provides knowledge of the

context in which events occur, and may enable the researcher to see things that

participants themselves are not aware of, or that they are unwilling to discuss

(Patton, 1990).

Field researchers rely most heavily on the use of field notes, which are

running descriptions of settings, people, activities, and sounds. Acknowledging

the difficulty of writing extensive field notes during an observation, Lofland and

Lofland (1984) recommend jotting down notes that will serve as a memory aid

when full field notes are constructed. This should happen as soon after

observation as possible. In addition, researchers may use photographs, videotapes

and audio tapes as means of accurately capturing a setting.

The observation was done in the airport, train station, tourist information

centers, travel agencies, hotels, restaurants, places of interest, souvenir shops and

excursions where the tourism service providers and the tourists made speech acts

during their interaction. During the observation, the researcher took field notes.

The field notes were written to complement the observation.


http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#lofland

99

3.5.2 Recordings

A basic decision going into the interview process is how to record

interview data. Whether one relies on written notes or a tape recorder appears to

be largely a matter of personal preference. Recordings have the advantage of

capturing data more faithfully than hurriedly written notes might, and can make it

easier for the researcher to focus on the interview (Patton, 1990:348).

In this research the recordings of informants were done naturally. It means

that they were not aware of being recorded. The recording was done by using a

small tape recorder which has very high recording quality. To record the phone

conversation, it was used a telephone loudspeaker. The way to use the

loudspeaker was by pushing loudspeaker button after knowing from the telephone

screen that there was an external incoming call. After that the tape recorder was

put beside the telephone.

3.5.3 Questionnaire

As stated by Boyd and Westfall (1964), questionnaire can be classified into

open questionnaire, multiple-choice questionnaire and dichotomous questionnaire.

This research used multiple-choice questionnaire. The informants (tourists) could

choose one of the three alternative answers provided.

The purpose of using the questionnaire was to obtain information about

politeness levels of tourism-service register as used by the tourism service

providers based on the tourists’ perception. Before printing 100 pieces of English

questionnaires and 100 pieces of Indonesian questionnaires, the researcher made a

‘guinea pig” and did a trial questionnaire by distributing it to three English

100

speaking tourists and three Indonesian speaking tourists. The trial to the typical

respondents aimed to find the weaknesses or omission, and then correct them. The

type of questions in the questionnaire was multiple choice with Lickert scale,

meaning that the tourists are supposed to choose three options, either P (polite), N

(normal) or I (impolite) (see Appendix 1 Questionnaire for English Speaking

Tourists, pp. 420-440 and Appendix 2 Questionnaire for Indonesian Speaking

Tourists, pp. 441-466).

Furthermore, the 100 pieces of English questionnaire for English speaking

tourists and the other 100 pieces of Indonesian questionnaire for Indonesian

speaking tourists were distributed to the tourists staying at Kusuma Sahid Prince

Hotel, Hotel Sahid Jaya Solo and Hotel Pramesthi Solo. The reason of distributing

the questionnaire to the hotels is that it was proven in the trial questionnaire that

the tourists took around 30 minutes to complete the questionnaire. So, it was good

that the questionnaires to be filled out by tourists in their hotel guestrooms. From

the 200 questionnaires distributed to tourists and then completed by them, the

researcher selected them and found 120 which were considered representative.

The criteria of politeness levels are as shown in the following table.

Table 3.2 Criteria of Politeness Levels

Options Politeness Levels Criteria

P Polite A polite utterance is an utterance which has the

criteria: appropriate manner and appropriate

explanation.

N Normal A normal utterance is an utterance which has the

criteria: the tourist’s desire is fulfilled.

I Impolite An impolite utterance is an utterance which has the criteria: the tourist feels unpleasant.

101

3.5.4 In-depth interviewing

Marzuki (2002:62) states that interview is a technique for collecting data

done by an interviewer to an interviewee. The interviewer gives questions

systematically and based on the research objectives. The interview technique used

in this research is in-depth interviewing (Rice and Ezzy, 1999). Qualitative

interviews may be used either as the primary strategy for data collection, or in

conjunction with observation, document analysis, or other techniques (Bogdan

and Biklen, 1982). Qualitative interviewing utilizes open-ended questions that

allow for individual variations. Patton (1990) writes about three types of

qualitative interviewing: (1) informal, conversational interviews; (2) semi-

structured interviews; and (3) standardized, open-ended interviews.

An interview guide or "schedule" is a list of questions or general topics that

the interviewer wants to explore during each interview. Although it is prepared to

insure that basically the same information is obtained from each person, there are

no predetermined responses, and in semi-structured interviews the interviewer is

free to probe and explore within these predetermined inquiry areas. Interview

guides ensure good use of limited interview time; they make interviewing

multiple subjects more systematic and comprehensive; and they help to keep

interactions focused. In keeping with the flexible nature of qualitative research

designs, interview guides can be modified over time to focus attention on areas of

particular importance, or to exclude questions the researcher has found to be

unproductive for the goals of the research (Lofland and Lofland, 1995).

http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#bogdan



http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#lofland

102

The interviews were undertaken by the researcher to tourism service

providers and tourism policy makers in order to elicite the reasons why they used

or did not use particular politeness markers, principles, strategies, norms and

levels during their interaction with the tourists (see Appendix 3 Points of In-Depth

Interviewing, pp. 467-468).

3.5.5 Document analysis

Another source of information that can be invaluable to qualitative

researchers is analysis of documents. Such documents might include letters,

newspaper accounts, diaries and reports, as well as the published data used in a

review of literature (Hansen, 1995). There are some specialized forms of

qualitative research which rely solely on analysis of documents. For example,

Gagel (1997) used a process known as hermeneutic inquiry. Patton (1990:65)

provides a good overview of the various theoretical orientations that inform the

"rich menu of alternative possibilities within qualitative research".

In this research, the researcher analysed documents of standard operation

procedures (SOP) for tourism service providers produced by tourism industries in

Central Java (see Appendix 4 Standard Operation Procedure for Tourism service

providers, pp. 469-481). The purpose in analysing SOP documents is to know

whether politeness is included in the standard of serving tourists.

The above five techniques had been used in collecting data for eight

months, between 1 September 2009 to 1 May 2010.

Before analysing the data, the data corpus was classified to obtain accurate

data types and to make it easy in the process of further step analysis. The data

http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#gagel


103

analysis results or the research findings were in the forms of politeness markers,

principles, strategies, norms, levels and cross-cultural perspectives on politeness

in tourism-service registeras used by tourism service providers in Surakarta

Residency, Central Java.

3.6 Data Validation

Credibility depends less on sample size than on the richness of the

information gathered and on the analytical abilities of the researcher (Patton,

1990). It can be enhanced through triangulation of data. Patton identifies four

types of triangulation: (1) methods triangulation; (2) data triangulation; (3)

triangulation through multiple analysts; and 4) theory triangulation. Other

techniques for addressing credibility include making segments of the raw data

available for others to analyze, and the use of "member checks," in which

respondents are asked to corroborate findings (Lincoln and Guba, 1985:313-6).

Denzin and Lincoln (1994:305) also mention that data triangulation may be

carried out according to (1) sources of data, (2) method of data collection, (3)

multiple investigators or (4) theories. The first mode suggests that multiple

sources are needed to verify data, or the same information (data) should be

verified from different sources. The second mode refers to collection of similar

data by different methods, for example, by interview, questionnaire or

observation. Triangulation by multiple investigators refers to the use of more than

one investigator or researcher to verify similar data. With this method, data

trustworthiness can be increased. Triangulation by multiple theories refers to data

verification using more than one theory.



http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#lincoln

104

In this research, the data validation was verified by using triangulation

technique in order to improve the credibility of the data. The data were verified by

using data triangulation technique according to multiple data sources. They were

carried out by comparing the data with similar type ones obtained from the

thirteen kinds of conversation between tourists and tourism service providers,

those are (1) receiving reservations, (2) meeting tourists at the airport/railway

station, (3) providing information upon arrival on the way to the hotel, (4) helping

tourists with their registration, (5) handling telephone enquiries, (6) giving

directions, (7) giving information about art performances and entertainment, (8)

beginning a tour and describing the itinerary, (9) describing points of interest on

the tour route, (10) serving meals at restaurants, (11) describing processes used in

making art objects (batik, leather puppets, gamelan instruments, etc.), (12)

bargaining for souvenir prices and (13) describing tourist sites.

In addition, the data were also verified by using different methods, that

was, by observations and field notes, questionnaires, interviews and documents

analysis. The speech acts identified in the observations and field notes were

verified against the information elicited from questionnaires with the tourists,

interviews with tourism service providers and SOP documents analysis of tourism

industry.

3.7 Research Procedure

The utterances (tourism-service register) made by the tourism service

providers were analyzed from the context of their background and then interpreted

based on politeness markers, principles (maxims), strategies, norms, levels and

105

cross-cultural perspectives on politeness. As modeled by Nadar (2009:168), the

politeness principles, strategies, norms and levels were abbreviated to make easy

in concluding research findings.

The six politeness maxims were abbreviated as (1) TM (Tact Maxim):

Minimize cost to other; maximize benefit to other, (2) GM (Generosity Maxim):

Minimize benefit to self; maximize cost to self, (3) ApM (Approbation Maxim):

Minimize dispraise of other; maximize praise to other, (4) MM (Modesty

Maxim): Minimize praise of self; maximize dispraise of self, (5) AgM

(Agreement Maxim): Minimize disagreement between self and other; maximize

agreement between self and other and (6) SM (Sympathy Maxim): Minimize

antipathy between self and other; maximize sympathy between self and other). If

an utterance against or opposites the above maxims, it is given a mark or code X

at the end of abbreviation, such as TMX is for an utterance which against Tact

Maxim and GMX is for an utterance which opposites Generosity Maxim.

The fifteen positive politeness strategies were also abbreviated as (1) PPS1

(Positive Politeness Strategy 1): Notice, attend to H (his interests, needs, goods),

(2) PPS2 (Positive Politeness Strategy 2): Exaggerate (interest, approval,

sympathy with H), (3) PPS3 (Positive Politeness Strategy 3): Intensify interest to

H, (4) PPS4 (Positive Politeness Strategy 4): Use in-group identity markers, (5)

PPS5 (Positive Politeness Strategy 5): Seek agreement, (6) PPS6 (Positive

Politeness Strategy 6): Avoid disagreement, (7) PPS7 (Positive Politeness

Strategy 7): Presuppose/ raise/assert common ground, (8) PPS8 (Positive

Politeness Strategy 8): Joke, (9) PPS9 (Positive Politeness Strategy 9): Assert or

106

presuppose S’s knowledge of and concern for H’s wants, (10) PPS10 (Positive

Politeness Strategy 10): Offer, promise, (11) PPS11 (Positive Politeness Strategy

11): Be optimistic, (12) PPS12 (Positive Politeness Strategy 12): Include both S

and H in the activity, (1) PPS13 (Positive Politeness Strategy 13): Give (or ask

for) reasons, (1) PPS14 (Positive Politeness Strategy 14): Assume or assert

reciprocity and (15) PPS15 (Positive Politeness Strategy 15): Give gifts to H

(goods, sympathy, understanding, cooperation). If an utterance against or

opposites the above strategies, it is given a mark or code X at the end of

abbreviation, such as PPS1X is for an utterance which against Positive Politeness

Strategy 1: Notice, attend to H (his interests, needs, goods).

Besides, the ten negative politeness strategies were abbreviated as (1) NPS1

(Negative Politeness Strategy 1): Be direct, (2) NPS2 (Negative Politeness

Strategy 2): Question, hedge, (3) NPS3 (Negative Politeness Strategy 3): Be

pessimistic, (4) NPS4 (Negative Politeness Strategy 4): Minimize the imposition,

(5) NPS5 (Negative Politeness Strategy 5): Give deference, (6) NPS6 (Negative

Politeness Strategy 6): Apologize, (7) NPS7 (Negative Politeness Strategy 7):

Impersonalize S and H, (8) NPS8 (Negative Politeness Strategy 8): State the FTA

as a general rule, (9) NPS9 (Negative Politeness Strategy 6): Nominalize and (10)

NPS10 (Negative Politeness Strategy 10): Go on record as incurring a debt, or as

not indebting H. If an utterance against or opposites the above strategies, it is

given a mark or code X at the end of abbreviation, such as NPS1X is for an

utterance which against Negative Politeness Strategy 1: Be direct.

The six politeness norms were abbreviated as (1) Sm (Sumanak): friendly,

107

(2), Sls (Sabar lan sareh): patient and with ease, calm, (3) Ts (Tepa slira):

showing a feeling of sympathy or solidarity, (4), Aa (Andhap asor): giving a high

respect, appropriate appreciation, (5) Ep (Empan papan): matches with the setting

and occasion and (6) Np (Nuju prana): pleasing, satisfying. If an utterance against

or opposites the above norms, it is given a mark or code X at the end of

abbreviation, such as SmX is for an utterance which against Norm 1: Sumanak.

The three politeness levels were abbreviated as (1) P (Polite): well accepted

and satisfactory enough, (2) N (Normal): accepted and (3) I (Impolite): not

accepted and not satisfactory.

On the other hands, the politeness markers and the cross-cultural

perspectives on politeness were not abbreviated, but were explained with ordinary

words to conclude research findings.

3.8 Model of Analysis

Bogdan and Biklen define qualitative data analysis as "working with data,

organizing it, breaking it into manageable units, synthesizing it, searching for

patterns, discovering what is important and what is to be learned, and deciding

what you will tell others" (1982:145). Qualitative researchers tend to use

inductive analysis of data, meaning that the critical themes emerge out of the data

(Patton, 1990). Qualitative analysis requires some creativity, for the challenge is

to place the raw data into logical, meaningful categories; to examine them in a

holistic fashion; and to find a way to communicate this interpretation to others.

Analysis begins with identification of the themes emerging from the raw

data, a process sometimes referred to as "open coding" (Strauss and Corbin,



http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#strauss

108

1990). During open coding, the researcher must identify and tentatively name the

conceptual categories into which the phenomena observed will be grouped. The

goal is to create descriptive, multi-dimensional categories which form a

preliminary framework for analysis. Words, phrases or events that appear to be

similar can be grouped into the same category. These categories may be gradually

modified or replaced during the subsequent stages of analysis that follow.

Politeness in tourism-service registeri in tourism industry is closely related

to social and cultural norms in the society where the language is used, that is

Surakarta Residency society. So, the most appropriate approach to analyse

politeness markers, principles, strategies, norms, levels and cross-cultural

perspectives on politeness is sociopragmatics which can be broadly defined as the

study of speech acts and the contexts in which they are performed with social and

pragmatic approaches.

Data analysis for this research was undertaken in six steps: (1) sorting data

corpus by giving data number, context and content of conversation; (2) analyzing

data based on politeness markers; (3) analyzing data based on politeness

principles; (4) analyzing data based on politeness strategies; (5) analyzing data

based on politeness norms; (5) analysing data based on politeness levels and (6)

analyzing data based on cross-cultural perspectives on politeness. The following

is a model of the data analysis used in this research.

Data (1) Context: Conversation between a male receptionist (R) and a female

hotel guest (G) in front of reception counter during check-

http://scholar.lib.vt.edu/ejournals/JTE/v9n1/hoepfl.html#strauss

109

out service. The guest had appropriated certain hotel

belongings

G: Why should I pay for these items?

R: Yes, Madam. This bill is for two night stay, this is for food and this is for

laundry.

G: But why you include two kinds of souvenir from this hotel? What do they

mean?

R: All right, Madam. For guests who want to have souvenirs in guestroom, we

charge them the same price as in souvenir shops. (R hands documents to G)

So, please check this price list. For this item we charge five dollars and this

one ten dollars.

G: Oh, umm … okay. Do you mean you charge fifteen dollars for the towels in

my bag?

R: You’re right, Madam.

G: Why don’t you put this price list in my room? I thought they’re free of charge.

Analysis of politeness markers:

The use of all right in the receptionist’s utterances All right, Madam is a

politeness marker to start a polite explanation. In hospitality industry, “magic

words” are usually used to be expressed by a tourism service provider in order

that his/her utterance becomes more polite and impresses the guest positively.

Thus, the magic word all right is more polite than okay, thank you than thanks,

certainly than off course, it’s all right than no problem, etc.

The use of please in the receptionist’s utterances So, please check this price

list is a politeness marker to mark a polite request. By using the politeness marker

please, the utterances So, please check this price list is more polite than So, check

this price list.

110

Analysis of politeness principles:

The receptionist's utterances “All right, Madam. For guests who want to

have souvenirs in guestroom, we charge them the same price as in souvenir shops.

So, please check this price list. For this item we charge five dollars and this one

ten dollars” follow the Leech's TM (tact maxim) which means minimise cost to

the hearer and maximise benefit to the hearer. Although the guest was proven to

have taken hotel belongings (a hand towel and a bath towel) that could be

categorised a criminal act, the receptionist just asked her to pay them, not reported

to security department or police department.

Analysis of politeness strategies:

The receptionist's utterances also follow the Brown and Levinson's NPS4

(negative politeness strategy 4) that means minimise the imposition. By not

accusing the guest of having taken hotel belongings, but advising her to pay them,

the receptionist had minimised face threatening acts. By that act, he maintained

the guest's self esteem, so that she had willingness to pay all bills, including bills

of taken belongings.

Analysis of politeness norms:

Based on in-depth interview with the receptionist, it can be seen that by

indicating to the guest that, guests who want to have souvenirs from guestrooms

can pay for them at the same price as in souvenir shops, in fact the receptionist

was hinting to the guest that she had taken hotel belongings. By that hint it was

expected that the guest be tanggap ing sasmita 'responsive toward the finest sign'.

111

As a Javanese, the receptionist still ngajeni 'treated her with respect' because

respecting a guest is part of hospitality-service philosophy in tourism industry.

The problem solving expected by the receptionist, and also by the guest was ing

buri tiba penake 'a happy outcome'. In other words, the receptionist had applied

the norm of tepa slira 'showing a feeling of sympathy or solidarity'.

Analysis of politeness levels:

The questionnaire answers show that none of foreign tourists considered that

the following utterances were P (polite): All right, Madam. For guests who want

to have souvenirs in guestroom, we charge them the same price as in souvenir

shops. So, please check this price list. For this item we charge five dollars and

this one ten dollars, 3 (6%) of the tourists considered them N (normal) and 47

(94%) of the tourists considered them I (impolite). On the other hand, 70 (100%)

Indonesian tourists stated that the utterances ‘Baiklah, Bu. Bagi tamu yang

menginginkan cindera mata di kamar, kami memberi harga sama dengan harga di

toko cindera mata. Jadi, tolong periksa daftar harga ini. Untuk barang ini kami

beri harga lima dollar dan yang ini sepuluh dolar’ were P (polite), none of the

tourists stated that they were N (normal) or I (impolite). So, it can be inferred that

based on the foreign tourists’ perceptions, the receptionist’s utterances above have

an impolite level, but based on the Indonesian tourists’ perceptions, the utterances

above have a polite level.

Analysis of cross-cultural perspectives on politeness:

Related to the above politeness levels, it can be explained by reference to a

112

cross-cultural perspective why the English speaking tourists stated that the above

utterance had an impolite level, but the Indonesian speaking tourists stated that it

had a polite level.

English speaking guests wanted the receptionist to answer directly why she

should pay the hotel souvenir. On the other hand, with the high-context language,

the receptionist answered indirectly and formally by stating the general rules of

the hotel concerning the hotel’s belongings. In the low-context culture, speaking

indirectly and implicitly does not satisfy the hearer.

Unlike the English speaking guest, the Indonesian speaking guest had the

same culture as the receptionist, i.e. high-context, collectivist culture. Indonesian

people, especially Javanese like to speak indirectly if they have a different

opinion/conflict with a respected/high social status person. In the context of guest-

host relationship, the guest has higher social status than the receptionist. Moreover

the receptionist who has lower social status would like to try to speak formally

and modestly as a sign of deference. In the tradition of collectivist culture, people

would like to end the conflict in harmony.

113

CHAPTER 4

POLITENESS MARKERS

IN TOURISM-SERVICE REGISTER IN CENTRAL JAVA INDONESIA

4.1 Introduction

Halliday (1978) introduces notion of situation context in communication

with its three variables: field, mode and tenor. Field concerns the area with which

the language is dealing, including the content of the message itself. Mode simply

refers to the interactive role that the text plays. Tenor describes the role of the

participants, which includes power differentiation, frequency of contact and level

of affective involvement. Eggins (1994:77) explains that tenor is realized through

the grammatical use of mood system, i.e. through the following factors: the types

of clause structure (declarative, interrogative), the degree of certainty and

obligation expressed (modality), the use of tags, vocatives, attitudinal words

which are either positively or negatively loaded, expression of intensification and

politeness markers in various kinds.

Linguistically, politeness in English and Indonesian utterances is determined

by the appearance or disappearance of politeness markers. Rahardi (2005:166)

classifies politeness markers in imperative expressions into ten groups: (1) Can

you…?; Will you…?, (2) I wonder if you would kindly…?, (3) please, (4) let’s,

(5) if you please; won’t you; will you; please, (6) it’s desirable; it’s better; it’s

preferable; it would be better, (7) should; ought, (8) if; what if; in case; suppose,

(9) Do you want…?; Are you willing…?; Are you interested in …? and (10)

114

Would you please…?, Would you mind…?’. Those politeness markers are

implemented in declarative sentences (to ask for, to invite, to persuade, to request,

to please, to forbid, to allow and to let be) and interrogative sentences (to

command, to order, to invite, to request, to please and to forbid). As addition,

Rahardi (2005) classifies extra linguistic politeness markers (nonverbal behavior)

into eight groups: (1) intonation, (2) face expression, (3) body attitude, (4) fingers

movements, (5) hands movements, (6) arms oscillating, (7) shoulder movement

and (8) handshake.

As listed by Spencer-Oatey (2008:24-25), politeness markers generally

appear in five common speech acts: (1) request, (2) refusals of invitation, (3)

apologies, (4) gratitude and (5) disagreement. Besides, Astika (2004:78) noted

that a tour guide as one of tourism service providers always explain and describe

something to tourists in his/her duties.

Tourism service providers in Central Java used various politeness markers in

tourism-service register to communicate with tourists. The politeness markers

they used can be classified into ten groups: (1) politeness markers to greet and

offer assistance, (2) politeness markers to agree, (3) politeness markers to request,

(4) politeness markers to command, (5) politeness markers to refuse, (6)

politeness markers to apologize, (7) politeness markers to give alternative

suggestions, (8) politeness markers to give compliments, (9) politeness markers to

give notice and (10) politeness markers to express gratitude. This chapter

describes in-depth data analysis of the politeness markers in tourism-service

register used by the tourism service providers in Central Java based on the

115

collected data.

4.2 Politeness Markers to Greet and Offer Assistance

The following is an example of the politeness marker to greet and offer

assistance in tourism-service register.

Data (4) Context: Conversation between a female tour guide (G) and a male

tourist (T) in Adi Sumarmo International Airport

G: Excuse me, Sir. Are you Mr. Karl Tiedemann?

T: Yes, that’s right.

G: Welcome to cultural city Solo. I’m Wulan, your tour guide from Nusantara

Tours. (G extended her right hand to T).

T: Oh, good. It’s nice to meet you. (T extended her hand to give a handshake).

G: (Smiled). It’s nice to meet you too, Sir. Are you ready to go to your hotel?

T: Yes.

G: Could you come this way, please? The car is just over there. (G pointed to the

car at the parking area).

In the above conversation, the tour guide used polite expressions which were

indicated by her forms of utterances. The use of polite expressions appears in the

G’s utterances: Excuse me, Sir; Are you Mr. Karl Tiedemann?; Welcome to

cultural city Solo; Are you ready to go to your hotel? and Could you come this

way, please? These utterances were used by G to greet and offer assistance to the

tourist who just arrived at the airport arrival room. The politeness markers used by

G in the above conversation are: excuse me, Sir, Mr., welcome, Are you ready…?

and Could you…, please? The G’s verbal expressions were also supported by

consecutive typical nonverbal politeness markers: extending right hand to ask or a

handshake, smiling to express happiness and pointing to the car which would be

116

used to escort the tourist to hotel as an indication of readiness.

The utterance excuse me was chosen to ask something to an unknown

person. The words Sir and Mr. were chosen to show respect attitude to a male

tourist. In tourism industry, a tourist is a person who is highly respected and

should be served well to maintain him/her to feel happy during his/her stay in

tourist destinations. The word welcome was chosen to greet a guest happily. The

utterance Are you ready …? was chosen to ask the readiness of the guest. The

utterance Could you…, please? was chosen to give instruction politely to the

guest.

Why did the tour guide use polite expressions which were indicated by the

use of politeness markers? The use of polite expressions happened because the

tour guide realised that the speech situation was formal so that she chose them to

respect her guest as an implementation of standard operation procedure (SOP) for

meeting tourist at the airport.

Another example of the politeness marker to greet and offer assistance in

tourism-service register is as follows:

Data (8) Context: Conversation between a male receptionist (R) and a female

guest (G) in Pramesthi Hotel. The receptionist was helping

the guest who would check out

R: (R bowed to G). Good morning, Madam. May I help you?

G: Yes, I want to pay my bill.

R: Can I have your name?

G: Kate Doolan.

R: Mrs. Kate Doolan. Just a moment, please. (R prepared the bill). This is your

bill. The total amount is Rp 2,875,000 rupiahs. Will you recheck it? (R handed

the bill to G).

117

G: Yes. (G checked the bill). That’s right, thank you.

In the above conversation, the receptionist used polite expressions which

were indicated by his forms of utterances. The use of polite expressions appears in

the R’s utterances: Good morning, Madam; Mrs., May I help you?; Can I have

your name?; Just a moment, please; and Will you recheck it? The utterances were

used by R to greet and offer assistance to the guest who came to the reception

counter. The politeness markers used by R in the above conversation are: good

morning, madam, May I..., Can I…?, …, please and Will you…? The R’s verbal

expressions were also supported by consecutive typical nonverbal politeness

markers: bowing to respect the guest and handing bill to the guest with right hand.

The utterance good morning was chosen to greet a guest in the morning. The

words Madam and Mrs. were chosen to show respect attitude to a (married)

female guest. The utterance May I… was chosen to offer assistance/ask

permission. The utterance Can I …? was chosen to ask something/permission. The

utterance …, please? was chosen to request something. The utterance Will you…?

was chosen to invite/give instruction politely to the guest.

Why did the receptionist use polite expressions which were indicated by the


receptionist realised that the speech situation was very formal so that he them to

respect his guest as an implementation of standard operation procedure (SOP) for

checking-out a guest.

Unlike the above examples, the following example is an ignorance of the

use of politeness marker to greet and offer assistance in tourism-service register:

118

Data (128) Context: Conversation between a female souvenir seller (S) and a

female visitor (V) in Triwindu Antique Market. The

tourist was looking for old coins

S: Mau cari apa? ‘What are you going to look for?’

V: Cari koin-koin lama untuk koleksi. ‘Looking for old coins for collection.’

S: Itu di kotak pojokan tinggal pilih. (S gazed at the box). ‘Those in the box

displayed at the corner. Just select them.’

V: Harganya dihitung per biji ya? ‘The price is counted per piece, right?’

S: Ya, sepuluh ribu per biji. ‘Yea, ten thousands per piece.’

V: Bisa kurang? ‘Can be cheaper.’

S: Wah itu sudah murah. ‘No. It has been cheap.’

In the above conversation, the expressions used by the souvenir seller are

considered normal or even impolite because the absence of politeness markers in

the S’s utterances. As in the utterances Mau cari apa? ‘What are you going to

look for?’; Itu di kotak pojokan tinggal pilih ‘Those in the box displayed at the

corner. Just select them’; Ya, sepuluh ribu per biji ‘Yea, ten thousands per piece’

and Wah itu sudah murah ‘No. It has been cheap’, there were no politeness

markers, like Pak ‘Sir’, Bu ‘Madam’, Mas ‘Brother’, Mbak ‘Sister’, Selamat pagi

‘Good morning’, Silakan ‘Please’or Maaf ‘I’m sorry’. The S’s verbal expressions

were not also supported by typical nonverbal politeness markers. The utterances

were used by S to greet and offer assistant to the visitor who came to her shop to

buy old coins.

Why did the souvenir seller use normal expressions which were indicated by

the absence of politeness markers? The use of normal expressions happened

because the souvenir seller did not respect the local visitor who looked poor, was

just looking and not going to buy anything.

119

Another example of an ignorance of the use of politeness marker to greet

and offer assistance in tourism-service register is as follows:

Data (129) Context: Conversation between a male ticket seller (S) and a male

visitor (V) in Tawangmangu Resort

S: Untuk berapa orang? ‘For how many people?’

V: Lima orang. ‘Five people.’

S: Dua puluh lima ribu. ‘Twenty five thousands.’

V: Ini uangnya Pak. (V gave Rp 50,000 to S). ‘This is the money, Sir.’

S: Yang pas aja. Masih pagi gini belum ada kembaliannya. ‘Give me the exact

fare. It’s still in the morning, I have no change.’

In the above conversation, the expressions used by the ticket seller are

considered impolite because the absence of politeness markers in the S’s

utterances. As in the utterances: Untuk berapa orang? ‘For how many people?’;

Dua puluh lima ribu ‘Twenty five thousands’ and Yang pas aja. Masih pagi gini

belum ada kembaliannya ‘Give me the exact fare. It’s still in the morning, I have

no change’, there were no politeness markers, like Pak ‘Sir’, Bu ‘Madam’, Mas

‘Brother’, Mbak ‘Sister’, Selamat pagi ‘Good morning’, Silakan/Tolong

‘Please’or Maaf ‘I’m sorry’. The S’s verbal expressions were not also supported

by typical nonverbal politeness markers. The utterances were used by S to greet

and offer assistance to visitor who came to the ticket counter to buy tickets.

Why did the ticket seller use impolite expressions which were indicated by

the absence of politeness markers? The use of impolite expressions happened

because the situation was very busy which did not give an opportunity to the

ticket seller to use polite expressions. With many visitors were lining up behind

the one being served, S ought to serve V fast.

120

4.3 Politeness Markers to Agree

The following is an example of the politeness marker to agree in tourism-

service register.

Data (7) Context: Conversation between a male receptionist (R) and a male

walk-in guest (G) in Kusuma Sahid Prince Hotel

R: (R bowed to G). Good evening, Sir. May I help you?

G: Hallo. I have poor eyesight. Can you fill in the form for me?

R: Yes, certainly Sir. (G prepared the registration form and the pen). Can I have

your name?

G: John Davis.

R: Mr. John Davis. Now, can you give me your passport number?

G: It’s zero nine two zero four seven eight.

R: Right. I am sorry, how are you going to pay? By cheque? By credit card?

G: Err … by credit card … Visa.

R: Very good Mr. Davis. Now, I’ve put you in Room 119, on the first floor.

G: Okay.



the R’s utterances: Good evening, Sir; May I help you?; Yes, certainly Sir; Mr.

John Davis; Can I have your name?; Can you give me your passport number?

and I am sorry, how are you going to pay? The underlined expressions were used

by R as an agreement to help the guest to fill in the registration form.

The politeness markers used by G in the above conversation are: Good

evening, Sir, Mr., May I…, Yes, certainly…, Can I…, Can you…, I am sorry and

how are you going to…? The G’s verbal expressions were also supported by a

typical nonverbal politeness marker: bowing to respect his guest. The utterance

121

good evening was chosen to greet a guest in the evening. The words Sir and Mr.

were chosen to show respect attitude to a male guest. The utterance May I… was

chosen to offer assistance/ask permission. The utterance Yes, certainly… was

chosen to agree absolutely. The utterances Can I and Can you …? were chosen

to request something. The utterance …, please? was chosen to request something.

The utterance I am sorry…? was chosen to ask permission before asking further

important/sensitive matters. The utterance how are you going to…? was chosen to

ask the guest’s way to do something.


use of politeness markers? The use of polite expressions because the receptionist

realised that the speech situation was very formal so that he chose them to respect

his guest as an implementation of standard operation procedure (SOP) for

checking-in a guest.

Another example of the politeness marker to agree in tourism-service

register is as follows:

Data (11) Context: Conversation between a bellboy (B) and a female hotel

guest (G) in the lobby of Kusuma Sahid Prince Hotel

G: Can you tell me the best way to get to Klewer Market?

B: Yes, it’s very easy. (G nodded his head). If you’ll go there on foot, first, go

down this street until you find a T-junction. (B pointed to the street in front of

the hotel). Turn left and go east for about two hundred meters until you see the

big statue of Slamet Riyadi Hero at Gladak crossroad. Then, turn right at the

crossroad and go south for about a hundred meter until you see Alun-alun of

Kasunanan Palace. After that, cross the Alun-alun, you will finally find the

122

two-storey building with a big gate on the right. That’s the Klewer Market. (B

moved his hands). Don’t miss it.

In the above conversation, the bellboy used polite expressions which were

indicated by his forms of utterances. The use of polite expressions appears in the

R’s utterances Yes, it’s very easy. The underlined expressions were used by B as

an agreement to give directions to G.

The politeness marker used by G in the above conversation is Yes. The

utterance yes was chosen to agree something. He did not choose yea which is

more informal. The G’s verbal expressions were also supported by typical

nonverbal politeness markers: nodding head to agree, pointing to present object

and moving hands to give explanations.

Why did the bellboy use polite expressions which were indicated by the use

of politeness marker? The use of polite expressions happened because the bellboy

realised that the speech situation was formal so that he chose them to respect his

guest as an implementation of standard operation procedure (SOP) for giving

directions to guests.

One more example of the politeness marker to agree in tourism-service


Data (88) Context: Conversation between a female receptionist (R) and a

male guest (G) in Hotel Sahid Jaya Solo

G: Saya bisa pindah kamar dari moderate ke superior? ‘Can I change the

moderate room to a superior one?’

R: (R nodded her head). Baiklah, Pak. Tapi karena kamar superior lebih mahal,

Bapak harus menambah biaya sewanya. ‘All right, Sir. But you should add

more money for the rental payment because the superior room is more

123

expensive.’


were indicated by her forms of utterances. The use of polite expressions appears

in the R’s utterance Baiklah, Pak ‘All right, Sir’. This utterance was used by R as

an agreement to change the room as requested by G. The politeness markers used

by G in the above conversation are Baiklah ‘All right’ and Sir ‘Pak’. The

utterance Baiklah ‘All right’ was chosen to give agreement. The word Pak ‘Sir’

was chosen to show respect attitude to a male guest. The G’s verbal expressions

were also supported by a typical nonverbal politeness marker: nodding head to

agree.


use of politeness markers? The use of polite expressions because the receptionist

realised that the speech situation was very formal so that he chose them to respect

her guest as an implementation of standard operation procedure (SOP) for

fulfilling guests’ request.

Unlike the above examples, the following example is an ignorance of the

use of politeness marker to agree in tourism-service register:


female visitor (V) in Kauman Batik Village

V: Mbak kalau belanja sampai tiga ratus ribu dapat bonus satu souvenir ya?

‘Sister, if I spend money till three hundred thousands I will get a souvenir as a

bonus, right?’

S: Ya. ‘Yea.’

V: Lha ini saya kan belanja sampai lima ratus lima puluh ribu. Kalau bonus

souvenirnya dua gimana?. ‘Well now I have spent money till five hundred and

124

fifty thousands. Can I have two souvenirs as the bonus?’

S: Ambil aja. ‘Take them.’

In the above conversation, the expressions used by the souvenir seller are

considered impolite because the absence of politeness markers in the S’s

utterances. As in the utterances Ya ‘Yea?’ and Ambil aja ‘Take them’, there were

no politeness markers, like Silakan ‘Please’, Bu ‘Madam’, Mbak ‘Sister’, Benar

‘That’s right’ and Silakan ‘Please’. The S’s verbal expressions were not also

supported by typical nonverbal politeness markers. The underlined utterances

were used by S to give agreement to the visitor who asked souvenirs as a bonus.

Why did the souvenir seller use impolite expressions which were indicated

by the absence of politeness markers? The use of impolite expressions happened

because the souvenir seller agreed rather ponderously to give two souvenirs as a

bonus to the visitor. As ruled in the shop management’s policies on giving bonus,

a souvenir is given as a bonus to a visitor who purchases merchandises minimum

Rp 300,000 and its multiplication.

Another example of an ignorance of the use of politeness marker to agree in


Data (131) Context: Conversation between a bellboy (B) and a female guest

(G) in the lobby of Hotel Sahid Jaya Solo

G: Breakfastnya sebelah mana Mas? ‘Where is the place for breakfast, brother?’

B: Itu di coffee shop, sebelah utara lobby belok kiri sedikit. ‘That’s in the coffee

shop, north of lobby, then turn left a little more.’

G: Lha koper saya ini bisa dititipkan ke Masnya dulu ya?. ‘Well now, can I leave

my suitcase in your custody, okay?’

B: Taruh aja di situ, nanti saya urus. ‘Just put it there. I’ll take care of it later.’

125

In the above conversation, the expressions used by the bellboy are

considered impolite because the absence of politeness markers in the B’s

utterances. As in the utterances Itu di coffee shop, sebelah utara lobby belok kiri

sedikit ‘That’s in the coffee shop, north of lobby, then turn left a little more’ and

Taruh aja di situ, nanti saya urus ‘Just put it there. I’ll take care of it later’, there

were no politeness markers, like Mbak ‘Sister’, Bu ‘Madam’, or Silakan ‘Please’.

The B’s verbal expressions were not also supported by typical nonverbal

politeness markers. The underlined utterances were used by B to give agreement

to the guest who asked him to leave her suitcase in his custody.

Why did the bellboy use impolite expressions which were indicated by the

absence of politeness markers? The use of impolite expressions happened because

the bellboy did not respect the guest who was stingy. She was a member of a

meeting group from Jakarta who did not want to be assisted by the bellboy to

bring her luggage during checking in, did not give tip when checking-in and did

not request B’s assistance to bring her luggage when checking-out. Although the

B’s impolite expressions were contrary to the standard operation procedure (SOP)

for serving guests because hotel bellboys have been paid monthly by hotel

management, some hotel bellboys are tip minded.

4.4 Politeness Markers to Request

The following is an example of the politeness marker to request in tourism-

service register.

Data (1) Context: Conversation between a female reservation clerk (C) of

Nusantara Tours and a male caller/tourist (T) through

telephone

126

T: Do you have any flights to Jakarta for tomorrow morning?

C: One moment, please … (C checked the flight data in computer). Yes. There’s

a flight at seven thirty and one at eight thirty.

T: That’s fine.

C: Do you want economy, business or first class ticket?

T: Economy please. How much?

C: That would be four hundreds and fifty US dollars.

T: OK. Can I make a reservation?

C: Certainly. Which flight would you like?

T: The eight thirty.

C: Can I have your name, please?

T: Karl Kirch. That’s K-A-R-L and then K-I-R-C-H.

C. Karl Kirch. How would you like to pay, Mr. Kirch?

T: Can I pay by bank transfer?

C: Yes, and please fax the transfer receipt to our fax number zero two seven four

seven two eight four five one.

In the above conversation, the reservation clerk used polite expressions

which were indicated by her forms of utterances. The use of polite expressions

appears in the C’s utterances: One moment, please; Which flight would you like?;

Can I have your name, please?; How would you like to pay, Mr. Kirch? and Yes,

and please fax the transfer receipt to our fax number zero two seven four seven

two eight four five one. The underlined expressions were used by C to request the

caller to fax the transfer receipt to her fax number as a proof of reservation

payment.

The politeness markers used by G in the above conversation are: … please,

…would you like?, Can I … please? How would you like …?, Mr. and please. The

utterance …please, Can I … please? and please were chosen request something to

127

the caller. The utterance …would you like? was chosen to let the caller to decide.

The utterance How would you like …? was chosen to ask the types of payment

would be done by the caller. The word Mr. was chosen to show respect attitude to

a male guest.

Why did the reservation clerk use polite expressions which were indicated

by the use of politeness markers? The use of polite expressions happened because

the clerk realised that the speech situation through telephone was formal so that

she chose them to respect her caller as an implementation of standard operation

procedure (SOP) for handling reservation through telephone.

Another example of the politeness marker to request in tourism-service


Data (9) Context: Conversation between a female hotel telephone operator

(O) of Hotel Sahid Jaya Solo and a male caller (C)

C: Hello. Can I speak to Mr. Cheng, Room 129, please?

O: One moment please … (O connected the telephone line to extension 129). I’m

sorry, the number is engaged. Would you like to hold?

C: No, it’s all right. I’ll call back later.

In the above conversation, the telephone operator used polite expressions


appears in the O’s utterances: I’m sorry, the number is engaged and Would you

like to hold? The underlined expressions were used by O to request the caller to

hold the line until it was free.

The politeness markers used by O in the above conversation are: I’m sorry…

and Would you like…? The utterance I’m sorry… was chosen to apologise to the

128

caller. The utterance Would you like? was chosen to offer the caller to do

something.

Why did the telephone operator use polite expressions which were indicated


the operator realised that the speech situation through telephone was formal so

that she chosen to respect her caller as an implementation of standard operation

procedure (SOP) for handling incoming telephone calls.

One more example of the politeness marker to request in tourism-service


Data (37) Context: Conversation between a waiter (W) and a male guest (G)

in Janti Fishery Court

W: Maaf, Pak. Ikan yang sudah dipancing jangan dilepas lagi, ya? (W pointed to

the fish). ‘Excuse me, Sir. Don’t release the fish have been caught, do you?’

G: Ini kan ikannya masih kecil-kecil, jadi kasihan kalau harus ikut dimasak.

‘These fish are still small, aren’t they? So, it’s pity to include them to be

cooked.’

W: Tapi peraturan di sini setiap ikan yang sudah dipancing harus dibeli. (W

raised his intonation of expression). ‘But the rules here say that each fish has

been caught should be bought.’

G: Ya seharusnya peraturannya tertulis to Mbak, jadi bisa kami baca. Lagian di

kolam ini ikan kecil-kecil kok dicampur ikan besar. ‘The rules should be

written, so that we can read. Besides, the small fish and the big ones are mixed

into the pool.’

W: Ya itu sudah menjadi peraturan tak tertulis di semua pemancingan yang ada

di Janti ini, Pak. ‘They have been the unwritten rules at all Janti fishing

courts, Sir.’

In the above conversation, the waiter used polite expressions which were

129


W’s utterances: Maaf, Pak. Ikan yang sudah dipancing jangan dilepas lagi, ya?

‘Excuse me, Sir. Don’t release the fish have been caught, do you?’ The underlined

expressions were used by W to request the guest to not release the fish had been

caught.

The politeness markers used by W in the above conversation are: Maaf

‘Excuse me’ and Pak ‘Sir’. The utterance Maaf ‘Excuse me’ was chosen to

apologise to the visitor. The utterance Pak ‘Sir’ was chosen to show respect

attitude to a male guest.

Why did the waiter use polite expressions which were indicated by the use

of politeness markers? The use of polite expressions happened because the waiter

wanted to discourage the visitor from releasing the fish had been caught, but by

the polite way in order to not irritate the visitor’s feeling. By this way, he expected

to maintain the visitor to enjoy fishing in his fishery court. In a broader purpose,

the waiter expected to maintain a good relationship to the visitor to become a

loyal customer.

Unlike the above examples, the following example is a disappearance of the

use of politeness marker to request in tourism-service register:

Data (132) Context: Conversation between a male ticket officer (O) and a

child visitor (V) in Pandawa Water Worlds

V: Masuknya lewat sini ya, Pak? ‘Is this the entrance, Sir?’

O: Ya. Tiketnya? ‘Yea. The ticket?’

V: Itu dibawa temanku yang paling belakang. ‘It’s brought by my friend at the

back of the line.’

O: Ya sudah jalan sana. ‘Okay, go ahead.’

130

In the above conversation, the ticket officer used impolite expressions which

were indicated by his forms of utterances. The use of impolite expressions appears

in the O’s utterances: Ya. Tiketnya? ‘Yea. The ticket?’ and Ya sudah jalan sana

‘Okay, go ahead’. The underlined expressions were used by O to request the

visitor to go ahead through the entrance of the Pandawa Water Worlds.

Why did the ticket officer use impolite expressions which were indicated by


because O served the visitor was a child and much younger than him.

Another example of an absence of the use of politeness marker to request in


Data (133) Context: Conversation between a male tour guide (G) and a young

female tourist (T) in the main building of Kasunanan

Palace

G: Sekarang kita akan masuk Bangsal Sinewaka, bangunan utama Keraton

Surakarta Hadiningrat. ‘We’re going to enter Bangsal Sinewaka, the main

building of Surakarta Hadiningrat Palace.’

T: Halamannya berpasir ya? ‘The yard is sandy, isn’t it?’

G: Ya, makanya sandalnya dilepas dan dititipkan di sini. ‘Yes, so open your

slipper and put it here.’

T: (G opened her slipper and put it on a slipper rack). Boleh masuk sekarang,

Pak? ‘May I enter, now?’

G: Eee nanti dulu! Topinya juga harus dilepas … dan dititipkan di sini. ‘Eh wait a

minute! Your hat must be opened, too … and put it here.’

In the above conversation, the tour guide used normal expressions which

were indicated by his forms of utterances. The use of normal expressions appears

in the G’s utterances: Ya, makanya sandalnya dilepas dan dititipkan di sini ‘Yes,

131

so open your slipper and put it here’ and Eee nanti dulu! Topinya juga harus

dilepas … dan dititipkan di sini ‘Eh wait a minute! Your hat must be opened, too

… and put it here.’ The underlined expressions were used by G to request the

tourist to open her slipper and hat, and to put on the rack before entering the main

building of Kasunanan Palace.

Why did the tour guide use normal expressions which were indicated by the

absence of politeness markers? The use of normal expressions happened because

G served the tourist who was younger than him.

4.5 Politeness Markers to Command

The following is an example of the politeness marker to command in

tourism-service register.

Data (15) Context: Conversation between a male tour guide (G) and a female

tourist (T) at Tawangmangu Resort

G: It’s about a twenty minute trek down to the Grojogan Sewu Waterfall through

these hundreds of stairs. (G pointed to the stairs).

T: It looks steep! These stair steps are safe, right? I’m scared … better to stay

here.

G: (G nodded his head). Yes, you don’t have anything to worry about. We do

about 100 trips a day trek up and down the stair steps, and these tours have

been going on for over ten years without any accidents. I’m sure you can trek

down through these stairs. Let’s try it! (G pulled the T’s hand). Your tiresome

will be paid by the beauty of the waterfall.

In the above conversation, the tour guide used polite expressions which


the W’s utterances: Let’s try it. The expressions were used by G to command T by

132

persuading her to be courageous to trek down to the waterfall. The politeness

marker used by W in the above conversation is Let’s. The utterance Let’s was

chosen to command the tourist.


use of politeness marker? The use of polite expressions happened because the tour

guide wanted to persuade the tourist who was scared to trek down to the waterfall

to start trekking down. G used polite informal expressions because his relation to

T had been intimate. His intimation was also shown by nonverbal behavior, i.e.

pulling the T’s hand.

Another example of the politeness marker to command in tourism-service


Data (98) Context: Conversation between a male tour guide (G) and a male

tourist (T) at the bus park of Sangiran Pre-Historic

Museum

T: Pak aqua yang di kardus bisa kami minum sekarang? ‘Sir, can we drink the

mineral water in the cardboard box, now?’

G: (G nodded his head and stuck out his right hand). Ya silakan. Sekalian tolong

dibagikan ke teman-teman yang lain, ya? ‘Yes, please. And please distribute

all to your friends, will you?’



the G’s utterances: Ya silakan ‘Yes, please’ and Sekalian tolong dibagikan ke

teman-teman yang lain, ya? ‘And please distribute all to your friends, will you?’

The former expression was used by G to agree T to drink mineral water in the

133

cardboard box. The latter expression was used by G command T to distribute all

of mineral water to his friends.

The politeness markers used by G in the above conversation are Ya ‘Yes’,

and silakan ‘please’ and … tolong…ya? ‘…please… will you? The utterance Ya

‘Yes’ was chosen to give agreement. The word silakan ‘please’ was chosen to

give permission. The utterance …tolong…ya? ‘…please…will you? was chosen to

command politely. The G’s verbal expressions were also supported by consecutive

typical nonverbal politeness markers: nodding head to agree and sticking out right

hand to please.



tour guide felt guilty of not distributing the mineral water earlier to the tourists so

that one of them was thirsty. It also happened because it ought to be the tour guide

himself who should distribute the mineral water to all tourists. Because he was

still busy to prepare many things before entering the museum, he commanded

politely to one of the tourists.

One more example of the politeness marker to command in tourism-service


Data (109) Context: Conversation between a bellboy (B) and a male guest (G)

in Hotel Sahid Jaya Solo

G: Tolong bantu bawakan barang saya ke resepsionis. ‘Please help me to bring

my luggage to the receptionist.’

B: Baik, Pak. Silakan Bapak ke resepsionis dulu, saya segera menyusul. (G

nodded his head and then stuck out his right hand). ‘All right, Sir. Please go

first to the receptionist, Sir. I’ll come afterward.’

134



G’s utterances: Baik, Pak ‘All right, Sir’ and Silakan Bapak ke resepsionis dulu,

saya segera menyusul ‘Please go first to the receptionist, Sir. I’ll come afterward’.

The underlined expressions were used by B to command G to go to reception

counter to fill in a registration form.

The politeness markers used by G in the above conversation are Baik ‘All

right’, Pak ‘Sir’ and Silakan ‘Please’. The utterance Baik ‘All right’ was chosen to

give agreement. The word Pak ‘Sir’ was chosen to show respect attitude to a male

guest. The word silakan ‘please’ was chosen to command politely. The B’s verbal

expressions were also supported by consecutive typical nonverbal politeness

markers: nodding head to agree and then sticking out right hand to please.


of politeness markers? The use of polite expressions happened because the

bellboy realised that the speech situation was formal so that he chose them to


handling guest’s luggage.

4.6 Politeness Markers to Refuse

The following is an example of the politeness marker to refuse in tourism-

service register.

Data (74) Context: Conversation between a female reservation clerk (RC) of

Hotel Sahid Jaya Solo and a male caller (C) through

telephone

135

C : Saya mau pesan satu kamar untuk malam minggu. ‘I want to book a room

for Saturday night, please.’

RC : Mohon tunggu sebentar … (RC checked the data of room status in

computer). Kebetulan untuk malam minggu besok kamar kami sudah

dipesan semua, Pak. ‘Wait a moment, please … Unfortunately all rooms

for Saturday night have been booked, Sir.’

C : Satu saja masak nggak bisa sih, Mbak? ‘Can I book just a room, sister?’

RC : Begini saja, Pak. Sebenarnya masih ada satu kamar yang baru dipesan

tetapi belum di D/P. ‘Well, Sir. Actually there is still a room just being

booked, but the guest has not paid the down payment yet.’

C : Kalau gitu bisa dialihkan ke saya dong. Biar saya D/P sekarang. ‘Well, it

can be given to me. I’ll pay the down payment, now.’

RC : Maaf kami tidak bisa menjanjikan, Pak. Kami harus nunggu konfirmasi

dari beliau, karena beliau pelanggan kami. ‘I’m sorry, we cannot promise

it, Sir. We should wait for a confirmation from him, because he is our

customer.’

In the above conversation, the reservation clerk used polite expressions


appears in the RC’s utterances: Mohon tunggu sebentar … Kebetulan untuk

malam minggu besok kamar kami sudah dipesan semua, Pak ‘Wait a moment,

please … Unfortunately all rooms for Saturday night have been booked, Sir’ and

Maaf kami tidak bisa menjanjikan, Pak. Kami harus nunggu konfirmasi dari

beliau, karena beliau pelanggan kami ‘I’m sorry, we cannot promise it, Sir. We

should wait for a confirmation from him, because he is our customer’. The

underlined expressions were used by RC to refuse G’s request for giving him the

room just being booked by another guest.

The politeness markers used by RC in the above conversation are Mohon

‘Please’, Pak ‘Sir’ and Maaf ‘I’m sorry’. The utterance Mohon ‘Please’ was

136

chosen to request. The word Pak ‘Sir’ was chosen to show respect attitude to a

male guest. The word Maaf ‘I’m sorry’ was chosen to refuse politely.

Why did the reservation clerk use polite expressions which were indicated


the clerk realised that the speech situation through telephone was formal so that

she chose them to respect her guest as an implementation of standard operation

procedure (SOP) for receiving reservations.

Another example of the politeness marker to refuse in tourism-service



male guest (G) in Kusuma Sahid Prince Hotel

G: Saya kan mau nginap di sini satu minggu. Kalau yang satu hari tidak

dicharge bisa nggak? ‘I’ll stay here for a week. Can you give me one night

free of charge?’

R: Maaf tidak bisa, Pak. (R shook her head). Kan Bapak sudah saya kasih harga

spesial. ‘Sorry I can’t, Sir. I have given you special rate.’

G: Kalau gitu saya nginap satu hari aja deh. Hari berikutnya saya mau nginap di

hotel lain. ‘So, I’ll stay only for one day. The next days I’ll stay at another

hotel.’



in the R’s utterances: Maaf tidak bisa, Pak ‘Sorry I can’t, Sir’. The underlined

expressions were used by R to refuse G’s request for giving him a complimentary

room.

The politeness markers used by R in the above conversation are Maaf

‘Sorry’ and Pak ‘Sir’. The utterance Maaf ‘Sorry’ was chosen to refuse politely.

137

The word Pak ‘Sir’ was chosen to show respect attitude to a male guest.



receptionist realised that the speech situation was formal so that she chose them to


helping guests with their registration.

The next example of the politeness marker to refuse in tourism-service



tourist (T) at Cetho Temple

T: Pak katanya ada jalan tembus dari Candi Sukuh ke Tawangmangu dengan

jalan kaki. Kita coba yuk! ‘Sir, it’s told that there is a perforated way from

Sukuh Temple to Tawangmangu on foot. Let’s try it!’

G: Ya memang ada, Bu. (G nodded his head). Tapi cukup jauh dari sini dan

jalannya naik turun bukit. Saya khawatir Ibu akan kelelahan, bahkan pingsan

di jalan sebelum sampai Tawangmangu. ‘Yes there is, Madam. But, it’s far

enough from here and the street ups and downs the hill. I’m afraid you will be

very tired, even be fainted on the way before arriving at Tawangmangu.’

In the above conversation, the tour guide used polite expressions which were


G’s utterances: Ya memang ada, Bu ‘Yes there is, Madam’ and Saya khawatir Ibu

akan kelelahan, bahkan pingsan di jalan sebelum sampai Tawangmangu ‘I’m

afraid you will be very tired, even be fainted on the way before arriving at

Tawangmangu’. The underlined expressions were used by G to refuse T’s request

for escorting her to trek through the hill.

138

The politeness markers used by G in the above conversation are Bu

‘Madam’ and Saya khawatir ‘I’m afraid’. The word Bu ‘Madam’ was chosen to

show respect attitude to a female tourist. The utterance Saya khawatir ‘I’m afraid’

was chosen to refuse the tourist’s request politely for trekking along the perforated

way from Sukuh Temple to Tawangmangu Resort.


use of politeness markers? The use of polite expressions happened because G

served the female tourist who was older than him.


use of politeness marker to refuse in tourism-service register:


male tourist (T) on a boat at Gajah Mungkur Dam

T: Kelihatannya kok mudah sekali mendayungnya ya? Bisa saya mencobanya,

Pak? ‘It seems so easy to row, isn’t it? Can I try it, Sir?’

G: Ndak usah aja lah. (G shook his head). Saya tidak yakin kalau Masnya bisa,

wong bukan pegangannya kok. ‘It’s not necessary. I’m not sure you can. It’s

not your specialty.’

In the above conversation, the tour guide used impolite expressions which


in the G’s utterances: Ndak usah aja lah.. Saya tidak yakin kalau Masnya bisa,

wong bukan pegangannya kok ‘It’s not necessary. I’m not sure you can. It’s not

your specialty.’ The underlined expressions were used by G to refuse the tourist’s

request for trying to row the boat.

Why did the tour guide use impolite expressions which were indicated by


139

because the tour guide acted fast to avoid dangerous action would be done by the

tourist.

Another example of an absence of the use of politeness marker to refuse in




V: Kain batik capnya yang mana ya, Bu? ‘Which one is the printed batik,

Ma’am?’

S: Contoh-contohnya dipajang di depan situ. (G pointed to the printed batik

displayed) Tinggal pilih saja motifnya. ‘The models are displayed up ahead.’

V: (V selected the batik). Kalau daster yang ini berapa ya? ‘How much is this

house dress?’

S: Delapan puluh ribu. ‘Eighty thousands.’

V: Bisa kurang? ‘Can be cheaper?’

S: Ndak bisa. Itu sudah murah kok. ‘Cannot. That’s really cheap.’

V: Kalau yang itu? ‘How about that?’

S: Sama. Delapan puluh. ‘The same. Eighty.’

V: Ndak bisa kurang juga? ‘Cannot be cheaper, too?’

S: Ndak. ‘No.’

In the above conversation, the souvenir seller used impolite expressions

which were indicated by her forms of utterances. The use of impolite expressions

appears in the S’s utterances: Ndak bisa ‘Cannot’ and Ndak ‘No’. The underlined

utterances were used to refuse the visitor’s request for reducing the batik prices.

Why did the souvenir seller use impolite expressions which were indicated

by the absence of politeness markers? The use of impolite expressions happened

because the souvenir seller did not respect the visitor who was not serious to

bargain for, just looking and not going to buy anything.

140

4.7 Politeness Markers to Apologise

The following is an example of the politeness marker to apologise in




T: Wow … this roasted meat is very delicious. What is the name?

G: Rabbit sate … one of particular culinary in this resort.

T: Is the rabbit caught from the forest?

G: Oh no. (G nodded his head). It was tamed by people around here.

T: Is it possible to tame this kind of rabbit in the U.S.?

G: Sorry, I have no knowledge about it. (G shrugged his shoulders).



the G’s utterances: Sorry, I have no knowledge about it. The underlined

expressions were used by G to apologise to the tourist for not being able to answer

the tourist’s question about the possibility of taming the rabbits around the

Tawangmangu Resort in the United States. The politeness marker used by G in the

above conversation is Sorry. The utterance Sorry was chosen to apologise.



guide wanted to tell the truth about his lack of knowledge and did not only please

the tourist by telling a lie. G used polite informal expressions because his relation

to T had been intimate. His intimation was also shown by nonverbal behavior, i.e.

shrugging his shoulders.

Another example of the politeness marker to apologise in tourism-service

141


Data (110) Context: Conversation between a waitress (W) and a male guest

(G) in Diamond Restaurant

W: (W bowed to G). Selamat siang, Pak. Bapak mau pesan apa? ‘Good afternoon,

Sir. Are you ready to order?’

G: Satu sirloin steak, minumnya jus alpokat. ‘One sirloin steak and avocado juice

for the drink.’

W: Mm … mohon maaf Pak, kebetulan steak sirloinnya sedang kosong. Yang ada

tinggal tenderloin steak. ‘Mm … I’m really sorry Sir, the sirloin steak is sold

out. There is still tenderloin steak.’

G: Kalau gitu tenderloin boleh lah. ‘The tenderloin is okay.’

In the above conversation, the waitress used polite expressions which were

indicated by her forms of expressions. The use of polite expressions appears in the

W’s utterances: Selamat siang, Pak ‘Good afternoon, Sir’; Bapak mau pesan apa?

‘Are you ready to order’ and Mohon maaf Pak, kebetulan steak sirloinnya sedang

kosong ‘I’m really sorry Sir, the sirloin steak is sold out’. The underlined

expressions were used by G to apologise to the guest for not being able to fulfill

his order of sirloin steak.

The politeness markers used by W in the above conversation are: Selamat

siang ‘Good afternoon’, Pak ‘Sir’, Mau/siap…? ‘Are you ready…?’ and Mohon

maaf ‘I’m really sorry’. The R’s verbal expressions were also supported by a

typical nonverbal politeness marker: bowing to respect the guest.

The utterance Selamat siang ‘Good afternoon’ was chosen to greet a guest in

the afternoon. The word Pak ‘Sir’ was chosen to show respect attitude to a male

guest. The utterance Mau/siap…? ‘Are you ready…’ was chosen to offer

142

assistance. The utterance Mohon maaf ‘I’m really sorry’ was chosen to apologise.

Why did the waitress use polite expressions which were indicated by the use


waitress realised that the speech situation was formal so that she chose them to


taking meals order.

One more example of the politeness marker to apologise in tourism-service


Data (32) Context: Conversation between a female tour guide (G) and a

female tourist (T) in Mangkunegaran Palace

G: Bapak Ibu, kita sudah sampai pintu keluar Istana Mangkunegaran. Demikian

yang bisa saya sampaikan. Mudah-mudahan Bapak Ibu berkenan. Bila ada

kekurangan dalam memandu Bapak Ibu, saya mohon maaf yang sebesar-

besarnya. ‘Ladies and gentlemen, we have arrived at the exit gate of

Mangkunegaran Palace. That was the information I can provide about this

palace. Hopefully you are pleased with it. I apologise if I could not satisfy you

during the guiding.’

T: Terima kasih, Mbak Ifah. Kami semua merasa puas dipandu oleh Mbak. Mbak

Ifah sangat berpengetahuan luas mengenai istana ini… Ini untuk Mbak Ifah.

(T tipped G). ‘Thank you Miss Ifah. We are satisfied guided by you. You’re

very knowledgeable about this palace … This is for you.’

G: Terima kasih kembali. Itu sudah menjadi tugas saya … Lho kok repot-repot?

(G received the tip). ‘You’re welcome. It has become my duty. … Why

bother?’



in the G’s utterances: Bapak Ibu, kita sudah sampai pintu keluar Istana

Mangkunegaran ‘Ladies and gentlemen, we have arrived at the exit gate of

143

Mangkunegaran Palace’; Bila ada kekurangan dalam memandu Bapak Ibu, saya

mohon maaf yang sebesar-besarnya ‘I apologise if I could not satisfy you during

the guiding’ and Terima kasih kembali ‘You’re welcome’. The underlined

expressions were used by G to apologise to the tourists if she could not satisfy

them during her guiding service.

The politeness markers used by G in the above conversation are: Bapak Ibu

‘Ladies and gentlemen’, saya mohon maaf ‘I apologise’ and Terima kasih kembali

‘You’re welcome’. The utterance Bapak (-bapak) ‘Gentlemen” was chosen to

show respect attitude to male (married) tourists. The utterance Ibu (-ibu) was

chosen to respect attitude to female (married) tourists. The utterance saya mohon

maaf ‘I apologise’ was chosen to apologise. The utterance Terima kasih kembali

‘You’re welcome’ was chosen to gratitude.



tour guide realised that the speech situation was formal so that she chose them to

respect her tourists as an implementation of standard operation procedure (SOP)

for guiding tourists.

4.8 Politeness Marker to Give Alternative Suggestions

The following is an example of the politeness marker to give alternative

suggestions in tourism-service register.

Data (12) Context: Conversation between a female guest relation officer (O)

and a male guest (G) in Hotel Sahid Jaya Solo

G: Excuse me, is there any particular art performance or entertainment I can see

144

in this city?

O: Why don’t you watch wayang orang Sriwedari in the evening? (O raised her

intonation of expressions). For city sightseeing, you can visit Kasunanan

Palace, Mangkunegaran Palace, or Radya Pustaka Museum. And for shopping,

you can visit traditional markets, like Klewer Market and Triwindu Antique

Market or modern shopping malls, like Solo Grand Mall and Solo Square.

G: Well, I’d like to visit the museum. How do I get there?

O: Why don’t you go by becak? (O raised her intonation of expressions). Make

sure that you negotiate the price before you go. You can also go by public

transport. There are lots of buses passing by the museum. Just tell the

conductor your destination.

In the above conversation, the guest relation officer used polite expressions


appears in the O’s utterances: Why don’t you watch wayang orang Sriwedari in

the evening? and Why don’t you go by becak? The first underlined expressions

were used by O to give alternative suggestions to watch wayang orang Sriwedari

in the evening to the guest who wanted to see some particular art performance or

entertainment in the city. The second underlined expressions were used by O to

give alternative suggestions to go by becak to the guest who wanted to visit Radya

Pustaka Museum.

The politeness marker used by O in the above conversation is Why don’t …?

which was chosen to give alternative suggestions. The G’s verbal expressions

were also supported by a typical nonverbal politeness marker: raising intonation

of expressions.

Why did the guest relation officer use polite expressions which were

indicated by the use of politeness markers? The use of polite expressions

145

happened because the guest relation officer realised that the speech situation was

formal so that she chose them to respect her guest as an implementation of

standard operation procedure (SOP) for giving information to guests.

Another example of the politeness marker to give alternative suggestions in


Data (120) Context: Conversation between a waiter (W) and a female guest

(G) in Diamond Restaurant

W: (W brought a captain order and bowed to G). Good evening, Madam. May I

take your order?

G: Yes, please. Can you do me something cold?

W: Certainly, Madam. How about the Chef’s salad? It’s really very good.

G: What’s in it?

W: It comes with cheese, meat, eggs and shrimps, Sir. (W moved his hands to

depict the meal).

G: That sounds fine. I’ll have that.

In the above conversation, the waiter used polite expressions which were


W’s utterances: Good evening, Madam; May I take your order?; Certainly,

Madam and How about the Chef’s salad? The underlined expressions were used

by W to give alternative suggestions to the guest who has no idea to decide a

menu chosen for dinner.

The politeness markers used by W in the above conversation are: Good

evening, Madam, May I …? and How about…? The utterance Good evening was

chosen to greet a guest in the evening. The word Madam was chosen to show

respect attitude to a female guest. The utterance How about …? was chosen to

146

give alternative suggestions. The W’s verbal expressions were also supported by

typical nonverbal politeness markers: bowing to respect the guest and moving

hands to depict the meal.

Why did the waiter use polite expressions which were indicated by the use

of politeness markers? The use of polite expressions happened because the waiter

realised that the speech situation was formal so that he chose them to respect his

guest as an implementation of standard operation procedure (SOP) for taking

meals order.

One more example of the politeness marker to give alternative suggestions

in tourism-service register is as follows:

Data (134) Context: Conversation between a female telephone operator (O)

of Hotel Sahid Jaya Solo and a male guest/caller (C)

through telephone

O: Good evening, Sahid Jaya Solo. May I help you?

C: Please connect me with Mr. Aveling, Room 112?

O: One moment, please. I’ll put you through … I’m still trying to connect you …

I’m sorry, I’m not getting any reply. Can I take a message?

C: Yes. Can you tell him that Mr. Simkin phone?

In the above conversation, the telephone operator used polite expressions

which were indicated by his forms of utterances. The use of polite expressions

appears in the O’s utterances: Good evening, Sahid Jaya Solo. May I help you?;

One moment, please; I’m sorry, I’m not getting any reply and Can I take a

message? The underlined expressions were used by O to give alternative

suggestions to C to leave a message because there was no reply from Mr.

Aveling’s room.

147

The politeness markers used by O in the above conversation are: Good

evening, May I …?, … please, I’m sorry…. and Can I…?

The utterance Good evening was chosen to greet a guest in the evening. The

word May I … was chosen to offer assistance. The utterance … please was chosen

to request, I’m sorry … was chosen to apologise. The utterance Can I…? was

chosen to give alternative suggestions.

Why did the telephone operator use polite expressions which were indicated

by the use of politeness markers? The use of polite expressions because the

telephone operator realised that the speech situation was formal so that she chose

them respect the caller as an implementation of standard operation procedure

(SOP) for handling telephone enquiries.


use of politeness marker to give alternative suggestions in tourism-service

register:

Data (135) Context: Conversation between a waiter (G) and a male tourist

(T) at Galadag Langen Bogan

W: Mau minum apa? ‘What kind of drink do you want?’

V: Es gempol pleret ada? ‘Do you have gempol pleret ice?

W: Gempolnya lagi habis.’The gempol is sold out’.

V: Waduh! Itu minuman kesukaanku je. Lainnya apa ya? ‘Oh my! That’s my

favorite drink. Any other drink?’

W: Es dawetnya juga seger. ‘The dawet ice is also fresh.’

In the above conversation, the waiter use impolite expressions which were

indicated by his forms of utterances. The use impolite expressions appears in the

W’s utterances: Mau minum apa? ‘What kind of drink do you want?’; Gempolnya

148

lagi habis ’The gempol is sold out’ and Es dawetnya juga seger ‘The dawet ice is

also fresh’. The underlined expressions were used by W to give alternative

suggestions to the visitor who asked any other drink, instead of the gempol pleret

ice which was sold out.

Why did the waiter use impolite expressions which were indicated by the

absence of politeness markers? The use of impolite expressions happened because

the time was in the late evening, the café would be closed and W felt tired.

Another example of an absence of the use of politeness marker to give

alternative suggestions in tourism-service register is as follows:

Data (136) Context: Conversation between a male tour guide (G) and a

female tourist (T) in a car on the way to Gajah

Mungkur Dam

G: Sebentar lagi kita akan sampai Waduk Gajah Mungkur. ‘We’ll arrive at Gajah

Mungkur Dam in a few minutes.’

T: Kelihatannya cuacanya panas sekali ya? Di mobil ini ada payung ndak? ‘The

weather seems very hot, right? Is there an umbrella in this car?’

G: Ndak ada. ‘No.’

T: Terus gimana ya? ‘So, how to find it?’

G: Nanti beli topi aja di sana deh, lebih praktis. ‘You can buy a hat there. It’s

more practical.’

In the above conversation, the tour guide used impolite expressions which


in the G’s utterances: Ndak ada ‘No’ and Nanti beli topi aja di sana deh, lebih

praktis ‘You can buy a hat there. It’s more practical’. The underlined expressions

were used by G to give alternative suggestions to T who asked a question about

how to find an umbrella.

149

Why did the tour guide use impolite expressions which were indicated by

the absence of the use of politeness markers? The use of impolite expressions

happened because the relation between G and T had been intimate.

4.9 Politeness Markers to Give Compliments

The following is an example of the politeness marker to give compliments in




G: Now, if you look up straight ahead, you should be able to see a group of

monkeys … (G gazed upward). Does anybody see the apes over there? On

that branch. See? (G pointed to the branch).

T: Are they wild or tame?

G: That’s a good question. (G slapped the T’s shoulder repeatedly). Until now I

haven’t had any bad experience with them. Unless you tease them, they don’t

attack people. Most of them are tame. Just like the ones we met at the

entrance. (G moved his right hand).



the G’s utterances: That’s a good question. The underlined expressions were used

by G to give compliments to the tourist who asked him about the characteristic of

the monkeys, either wild or tame. The politeness marker used by G in the above

conversation is That’s a good…. The utterance That’s a good… was chosen to give

compliments.



150

guide wanted to please the tourist. G used polite informal expressions because his

relation to T had been intimate. His intimation was also shown by nonverbal

behavior, i.e. slapping the T’s shoulder repeatedly.

Another example of the politeness marker to give compliments in tourism-

service register is as follows:



T: Wow … What’s that pond down there, to the left of the crowd of people?

G: I’m glad you ask. That’s a swimming pool. (G pointed to the pool). It’s

actually a man-made pond built as part of recreational facilities over ten years

ago. During the school holidays there are lots of students coming here for

recreation and they are swimming in the pool. (G moved his hands).



the G’s utterances: I’m glad…. The underlined expressions were used by G to give

compliments to the tourist who asked him a question about the pond near the

crowd of people. The politeness marker used by G in the above conversation is

I’m glad…. The utterance I’m glad…was chosen to give compliments.



guide wanted to please the tourist. G used polite informal expressions because his

relation to T had been intimate. His intimation was also supported by consecutive

nonverbal behavior, i.e. pointing to the pool and moving hands.

One more example of the politeness marker to give compliments in tourism-


151


tourist (T) on a boat at Gajah Mungkur Dam

T: Ganti saya yang mendayung coba, Pak. ‘Let me try to row, Sir.’

G: Ya silakan. ‘Yes, please.’ (G handed the paddle to T).

T: Bagaimana Pak kecepatannya? ‘How about the speed, Sir’

G: Luar biasa, Mas! (G raised his intonation of expressions). Ternyata Anda bisa

mendayung lebih cepat dari saya. Perahunya juga lebih stabil jalannya.

‘Terrific, brother! You’re really able to row more than I do. The boat also

moves more stably.’



the G’s utterances: Ya silakan ‘Yes, please’ and Luar biasa, Mas! ‘Terrific,

brother!’ The underlined expressions were used by G to give compliments to T

who asked him for giving an opinion about his speed of rowing the boat.

The politeness markers used by G in the above conversation are silakan

‘please’ and Mas ‘brother’. The utterance silakan ‘please’ was chosen to give

permission and the utterance Mas ‘brother’ was chosen to show respect attitude to

a young male tourist.



tourist came from a big city of Indonesia and considered he had a higher social

status than the tour guide, so that he should be respected.

4.10 Politeness Markers to Give Notice

The following is an example of the politeness marker to give notice in


152


female tourist (T) in a tourist car in front of Pramesthi

Hotel

G: Please be careful with your head when you enter the car. (G pointed to the

car door). We have to go by car, instead of by bus today because the road is

too steep for a bus.

T: Won’t it be dangerous?

G: No, it’s quite safe. (G shook his head). Beside, we have an experienced driver.

And the scenery will be worth seeing. Don’t worry. Just enjoy yourself.

T: Okay. I’ll take your words. Let’s go.



in the G’s utterances: Please be careful with your head when you enter the car.

The underlined expressions were used by G to give notice to the tourists who

would enter the car to protect their heads from hitting the window. The politeness

marker used by G in the above conversation is please. The utterance please was

chosen to request politely.



guide realised that the speech situation was formal so that she chose them to

respect her tourists as an implementation of standard operation procedure (SOP)

for giving information to tourists. The G’s polite expressions were also supported

by nonverbal behavior, i.e. pointing to the car door.

Another example of the politeness marker to give notice in tourism-service


153


tourist (T) traveling in a group before they arrived at

Diamond Restaurant

G: You know, around the restaurant, there are many souvenir sellers who offer

you aggressively. (G pointed to the restaurant). So, if you are going to buy,

better do it in a souvenir shop or something like that. One more thing, if you

ask how much, that means that you are interested to buy. They will force you

to buy it, and you must buy. So, be careful.

T: I see. Thank you for informing us.

G: Yes, you see, the common people often have a hard life to earn money. So

they’ll do their best to sell a high price to foreigners. … Here we are … (G

looked over the restaurant parking area). Ladies and gentlemen, serve

yourself to have lunch. The time for lunch is approximately one hour. I’ll

repeat, one hour for having lunch, okay?



the G’s utterances: So, be careful; Here we are; Ladies and gentlemen, serve

yourself to have lunch and I’ll repeat, one hour for having lunch, okay? The first

underlined expressions were used by G to give notice the tourists to be careful to

the souvenir sellers who usually offered their merchandise to tourists aggressively.

The second underlined expressions were used by G as a notice that they had

arrived at Diamond Restaurant. The third underlined expressions were used by G

as a notice that they should pay attention to serve themselves to have lunch. The

fourth underlined expressions were used by G as a reconfirmation notice that they

had an hour time for lunch.

The politeness markers used G the above conversation are Be careful, Here

154

we are, Ladies and gentlemen and I’ll repeat… okay? The utterance be careful

was chosen to give notice. The utterance ladies and gentlemen was chosen to

show respect attitude to female and male tourists. The utterance I’ll repeat …

okay? was chosen to give notice.

Why did the tour guide use normal expressions which were indicated by the


tour guide wanted to please the tourist. G used polite informal expressions

because his relation to T had been intimate.

One more example of the politeness marker to give notice in tourism-service



tourist (T) at Gajah Mungkur Dam

G: Bapak Ibu kita sudah hampir sampai di tempat awal kita memulai

perjalanan. Dimohon tidak turun sebelum perahu benar-benar merapat ke

daratan. ‘Ladies and gentlemen, we’ve almost arrive at the place where we

started the trip. Please don’t get off before the boat is really tied up to the

shore.’

T: Mas, mbok minta diturunkan di sana … yang banyak warung makannya itu

lho. ‘Can we get off over there … the shore that has many food stalls?’

G: Wah itu jaraknya setengah kilometer dari sini, kalau mau ya harus nambah

ongkos lagi. ‘It is a half kilometer more from here. If you want, you should

pay more.’

T: Mbok dikasih bonus gitu lho, Mas. ‘Why not to give me free of charge as a

bonus, brother?’

G: (G shook his head). Wah ndak bisa bu, harga paketnya memang hanya sampai

pangkalan perahu. ‘Cannot, Madam. The package rate is only to the boat

bridgehead.’

T: Jadi kami harus jalan setengah kilometer untuk sampai ke rumah makan itu?.

155

‘So, we have to walk a half kilometer more to the food stalls?

G: Ya gimana lagi Bu, kecuali Ibu nambah ongkos lagi … baru saya antar ke

sana. ‘It’s up to you, Madam, except you pay more … I will escort you there.’



the G’s utterances: Bapak Ibu kita sudah hampir sampai di tempat awal kita

memulai perjalanan ‘Ladies and gentlemen, we’ve almost arrive at the place

where we started the trip’ and Dimohon tidak turun sebelum perahu benar-benar

merapat ke daratan ‘Please don’t get off before the boat is really tied up to the

shore’. The first underlined expressions were used by G to give notice to the

tourists that they almost arrived at the bank of the dam where they previously

started the trip The second underlined expressions were used by G as a notice to

advise the tourists to not getting the boat off before it was really tied up to the

shore.

The politeness markers used by G in the above conversation are Bapak (-

bapak) ‘Gentlemen’, Ibu (-ibu) ‘Ladies’ and Dimohon ‘Please’. The utterance

Bapak (-bapak) ‘Gentlemen’ was chosen to show respect attitude to male

(married) tourists. The utterance Ibu (-ibu) ‘Ladies’ was chosen to show respect

attitude to female (married) tourists. The utterance Dimohon ‘Please’ was chosen

to request politely.



tour guide wanted to please the tourists.

156

4.11 Politeness Markers to Express Gratitude

The following is an example of the politeness marker to express gratitude in



female tourist (T) in Kasunanan Palace

G: Bapak Ibu, kita sudah sampai pintu keluar Keraton Surakarta Hadiningrat.

Bila kurang memuaskan dalam memandu Bapak Ibu, saya mohon maaf yang

sebesar-besarnya. ‘Ladies and gentlemen, we have arrived at the exit gate of

Kasunanan Palace. I apologize if I could not satisfy you during the guiding.’

T: Terima kasih, Pak. Kami senang di-guide Bapak. ‘Thank you, Sir. We’re happy

you’ve guided us.’

G: Terima kasih kembali. ‘You’re welcome.’

T: Ini untuk Bapak … sekedar untuk beli rokok. ‘Thank you, Sir. This is for you

… just enough to buy cigarettes.’

G: Nggih matur nuwun. Nderekaken tindak lho Bapak Ibu. ‘Yes, thank you. Good

bye ladies and gentlemen.’



the G’s utterances: Terima kasih kembali ‘You’re welcome’ and Nggih matur

nuwun. Nderekaken tindak lho Bapak Ibu ‘Yes, thank you. Good Bye ladies and

gentlemen’. The first underlined expressions were used by G to express gratitude

to the tourists who expressed their happiness for his guiding service. The second

expressions were used by G to express gratitude to the tourists who tipped him.

The third underlined expressions were used by G to give leave-taking to the

tourists.

The politeness markers used as a notice in the tourism-service register by G

157

in the above conversation are Bapak Ibu ‘Ladies and gentlemen’, terima kasih

kembali ‘you’re welcome’, nggih matur nuwun ‘yes, thank you’ and nderekaken

tindak ‘good bye’. The utterances Bapak Ibu ‘Ladies and gentlemen’ were chosen

to show respect attitude to (married) male and female tourists. The utterances

terima kasih kembali ‘you’re welcome’ and nggih matur nuwun ‘yes, thank you’

were chosen to express gratitude and the utterances nderekaken tindak ‘good bye’

were chosen to give leave-taking.



tour guide wanted to please the tourist.

Another example of the politeness marker to express gratitude in tourism-



(G) in Pramesthi Hotel during Check-Out Process

B: Hanya dua koper ini saja yang harus dibawa, Bu? (B pointed to the

suitcases). ‘Only these two suitcases should be carried, Madam?’

G: Ya, Mas. Dua itu saja dah berat lho. ‘Yes. The two suitcases are heavy.’

B: Baik, Bu. Silakan Ibu jalan duluan ke lobi …. saya di belakang. (B stuck out

his right hand). ‘Well, Madam. Please go ahead to the lobby room … I will

follow you.’

G: Wah Anda kuat sekali ya … bisa bawa dua koper sekaligus tanpa troli. ‘Wow,

you’re very strong …bring two suitcases without a trolley.’

B: Terima kasih, Bu. Mungkin karena sudah menjadi kebiasaan saja. ‘Thank

you, Madam. Maybe because it has been a habit.’



158

B’s utterances: Baik, Bu. Silakan Ibu jalan duluan ke lobi …. saya di belakang

‘Well, Madam. Please go ahead to the lobby room … I will follow you’ and

Terima kasih, Bu. Mungkin karena sudah menjadi kebiasaan saja. ‘Thank you,

Madam. Maybe because it has been a habit’. The underlined expressions were

used by B to express his gratitude to G who gave him expression of praise for his

luggage service.

The politeness markers used by B in the above conversation are Baik ‘Well’,

Bu/Ibu ‘Madam’, Silakan ‘Please’ and Terima kasih ‘Thank you’. The utterance

Baik ‘Well’ was chosen to agree. The word Bu/Ibu ‘Madam’ was chosen to show

respect attitude to a (married) female guest. The utterance Silakan ‘Please’ was

chosen to request. The utterance Terima kasih ‘Thank you’ was chosen to express

gratitude.



bellboy realised that the speech situation was formal so that he chose them to


handling guest’s luggage.

One more example of the politeness marker to express gratitude in tourism-




R: (R bowed to G). Good morning Sir, welcome to Sahid Jaya Solo. May I help

you?

G: Yes, my name is Harry Smith.

R: Just a moment, please! (R looked for the guest name in computer). Yes, Mr.

159

Smith, you had booked one single room for three nights. Is that right?

G: Yes, that’s right.

R: Please fill in this registration form, Sir. (R handed the form to G).

G: Yes, sure. (G filled in the registration form).

R: Thank you very much, Mr. Smith. Are you ready to go to your room? Our

bellboy will escort you. (R made a gesture for the bellboy to escort G).



in the R’s utterances: Good morning Sir, welcome to Sahid Jaya Solo; May I help

you?; Just a moment, please!; Is that right?; Please fill in this registration form,

Sir; Thank you very much, Mr. Smith and Are you ready to go to your room? The

underlined expressions were used by R to express her gratitude to G for his

willingness to fell in the registration form as a part of check-in procedure.

The politeness markers used by R in the above conversation are: Good

morning, Sir, Mr, welcome, May I …?, … please!, Is … right?, Please …, Thank

you very much and Are you ready …? The utterance Good morning was chosen to

greet a guest in the morning. The utterances Sir and Mr. were chosen to show

respect attitude to a male guest. The utterance welcome was chosen to give a

warm reception. The utterance May I…? was chosen to offer assistance. The

utterance …. please! was chosen to wait for a moment during the checking of data

in computer. The utterance Is… right? was chosen to ask the guest and make sure

the correctness of his name. The utterance Please was chosen to request the guest

to fill in the registration from. The utterance Thank you very much was chosen to

express gratitude to the guest who had filled in the registration form as a part of

check-in procedure. The utterance Are you ready …? was chosen to ask readiness

160

of the guest to go to his room.



receptionist realised that the speech situation was formal so that she chose them to


helping guests with their registration.

4.12 Recapitulation of Politeness Markers

Based on the data analysis in the Chapter 4 above, it can be recapitulated the

following summary:

Tourism service providers in Central Java used various politeness markers in

tourism-service register to serve their tourists. The politeness markers they used

from the most to the least frequency are: (1) politeness markers to greet and offer

assistance, (2) politeness markers to agree, (3) politeness markers to apologise, (4)

politeness markers to express gratitude, (5) politeness markers to request, (6)

politeness markers to give compliments, (7) politeness markers to give notice, (8)

politeness markers to give alternative suggestions, (9) politeness markers to refuse

and (10) politeness markers to command.

The politeness markers to greet and offer assistance include thank you, thank

you very much, you are welcome, may I help you?, how may I help you, can I help

you?, etc. The politeness markers to agree include yes, yes please, yes certainly,

well, sure, all right, etc. The politeness markers to apologise include I am sorry,

sorry, I am really sorry, I apologise, etc. The politeness markers to express

gratitude include thank you, thank you very much, you are welcome, etc. The

161

politeness markers to request include please, could you, would you like, excuse

me, etc. The politeness markers to give compliments include terrific, it’s really

beautiful, I am glad you ask, that’s a good question, etc. The politeness markers to

give notice include please, be careful, please be careful, I’ll repeat, here we are,

ladies and gentlemen, etc. The politeness markers to give alternative suggestions

include how about, why don’t, would you like, etc. The politeness markers to

refuse include I am sorry, sorry, I am afraid, it is not necessary, etc. The

politeness markers to command include please, will you, let’s, try, etc.

The reasons why the tourism service providers used polite expressions

which were indicated by the appearance of the use of politeness markers are: (1)

the speech situation was formal and very formal; (2) to avoid/minimise acts that

could irritate the tourists’ feeling; (3) to persuade tourists to do something; (4)

tourism service providers felt guilty of not doing something appropriately to

tourists; (5) to please tourists; (6) to respect domestic tourists who came from big

cities and considered had a higher social status than the tourism service providers;

(7) to expect rewards from tourists in the form of tip; (8) the age of tourists was

older than the tourism service providers and (9) as responses to tourists who used

polite expressions.

Besides that, tourism service providers in Central Java did not use various

politeness markers in tourism-service register to serve their tourists. The

disappearance of politeness markers happened in (1) greeting, (2) agreeing, (3)

requesting, (4) commanding, (5) refusing, (6) apologising, (7) giving alternative

suggestions, (8) giving compliments, (9) giving notice and (10) expressing

gratitude.

162

The reasons why the tourism service providers did not use polite expressions

which were indicated by the disappearance of the use of politeness markers are:

(1) the speech situation was informal; (2) situation when the speech events

happened was busy and very busy; (3) the relation between the tourism service

providers and the tourists had been intimate; (4) tourism service providers, in

particular the bellboy did not respect tourists who were stingy (did not tip him);

(5) tourism service providers, especially the souvenir seller agreed rather

ponderously to give bonus to tourists; (6) the age of tourists was younger than the

tourism service providers; (7) the expressions used by the tourists were impolite;

(8) tourism service providers did not respect domestic tourists who looked poor

and visitors to souvenir shops who just looking and not going to buy anything. In

other words, they prefer respect tourists who were expected to give much tip or

visitors of souvenir shops who are expected to buy higher prices to domestic ones

and (9) to act fast to avoid/minimise dangerous action would be done by tourists.

Tourism service providers in Central Java also used typical nonverbal

politeness markers in tourism-service register to serve their tourists. The

nonverbal politeness markers they used from the most to the least frequency are:

(1) smiling; (2) nodding head to confirm agreement; (3) bowing to give deference;

(4) extending right hand to give a handshake; (5) sticking out right hand to

invite/ask; (6) pointing to something/someone; (7) shaking head to

disagree/refuse; (8) moving hands to depict something/someone; (9) gazing at

something; (10) pointing thumb upward to indicate good quality; (11) coming up

to show sympathy/solidarity and (12) opening eyes wide to show

admiration/impression.

163

As proved in this research, the Spencer-Oatey’s model of five common

speech acts: (1) to request, (2) to refuse invitation, (3) to apologise, (4) to

gratitude and (5) to disagree could be more elaborated to analyse the politeness

markers in tourism-service language in Central Java. Although the five common

speech acts as proposed by the Spencer-Oatey’s model do agree with the findings

of this research, it could be created five more common speech acts in tourism-

service language: (6) to greet and offer assistance, (7) to agree, (8) to command,

(9) to give alternative suggestions and (10) to give compliments. Therefore, I

propose ten common speech acts instead of five speech acts as proposed by the

Spencer-Oatey. In other words, there are ten common speech acts along with their

politeness markers in tourism industry; that is (1) to greet and offer assistance, (2)

to agree, (3) to request, (4) to command, (5) to refuse, (6) to apologise, (7) to give

alternative suggestions, (8) to give compliments, (9) to give notice and (10) to

express gratitude.

164

CHAPTER 5

POLITENESS PRINCIPLES

IN TOURISM- SERVICE REGISTER IN CENTRAL JAVA INDONESIA

5.1 Introduction

It seems that all societies have developed social principles or ‘rules’ which

help to minimize the conflict that might arise from the self-centred pursuit and

gratification of face needs and socially rights. Leech (1983:132) focuses on this

component in his conceptualization of politeness. The central concept in Leech’s

model is that of a cost-benefit scale of politeness related to both the speaker and

the hearer. Politeness, according to Leech, involves minimising the cost and

maximising the benefit to speaker/hearer. The Politeness Principles thus consists

of six maxims: (1) tact maxim, (2) generosity maxim, (3) approbation maxim, (4)

modesty maxim, (5) agreement maxim and (6) sympathy maxim.

All of the maxims are related to the notion of cost and benefit, and related

pairs of values. The Tact Maxim is only applicable in impositives, e.g. ordering,

requesting, commanding, advising, recommending, etc. and commisives, e.g.

promising, vowing, offering, etc.: a. Minimise cost to other, b. Maximise benefit

to other. The Generosity Maxim is only applicable in impositives and

commisives: a. Minimise benefit to self, b. Maximise cost to self. The

Approbation Maxim is only applicable in expressives, e.g. thanking,

congratulating, pardoning, blaming, praising, condoling, etc., assertives, e.g.

stating, boasting, complaining, claiming, reporting, etc.: a. Minimise dispraise of

165

other, b. Maximise praise of other. The Modesty Maxim is only applicable in

expressives and assertives: a. Minimise praise of self, b. Maximise praise of other.

The Agreement Maxim is only applicable in assertives: a. Minimise disagreement

between self and other, b. Maximise agreement between self and other. The

Sympathy Maxim is only applicable in assertives: a. Minimise antipathy between

self and other, b. Maximise sympathy between self and other.

Tourism service providers in Central Java used various politeness principles

in tourism-service register to communicate with tourists. The politeness principles

they used can be classified into six maxims, i.e. (1) tact maxim, (2) generosity

maxim, (3) approbation maxim, (4) modesty maxim, (5) agreement maxim and

(6) sympathy maxim.

5.2 Tact Maxim

The basic idea of tact maxim in politeness principles is that the interactants

may obey the principles to always minimise costs to other and maximise benefit

to other in communication. A person who obeys and implements tact maxim in

his/her communication will be said as a polite person. If a speaker obeys tact

maxim in his/her communication, he/she will be able to avoid invidious, jealous

and other impolite attitude to his/her hearer. Moreover, he/she will be able to

minimise the hearer’s irritation.

The following is an example of the implementation of tact maxim in



tourist (T) in Adi Sumarmo International Airport

166

G: Excuse me, Madam. Are you Mrs. Marissa Cordella?


G: Welcome to Solo. I’m Bambang, your tour guide from Natratour.

T: Oh, good. It’s nice to meet you.

G: It’s nice to meet you too, Madam. Are you ready to go to your hotel?

T: Yes.

G: May I bring your luggage? … And could you come this way, please? The car

is just over there.

T: Thank you.

The expressions May I bring your luggage? … And could you come this

way, please? The car is just over there shows that G minimised T costs and

maximises her benefit. By advising T to follow the way pointed by G, T would

have an easy way to exit the airport arrival room towards the vehicle that would

escort her to the hotel. Moreover, by informing that the car had already been

standing by in the airport area, T did not need to wait for it and could go directly

to the hotel. So, T did not only feel comfortable in the airport, but felt easy to get

transportation to the hotel. In other words, the tour guide’s utterances May I bring

your luggage? … And could you come this way, please? The car is just over there

follow the Leech’s TM (minimise Hearer costs, maximise Hearer benefit).

Why did the tour guide follow the Leech’s tact maxim? The tact maxim was

implemented because the tour guide showed his professionalism in work by

following standard operation procedure (SOP) for picking-up service with its

characteristics: introducing himself politely, escorting the tourist to the car and

helping the tourist to carry her luggage.

Another example of the implementation of tact maxim in tourism-service

167

register is as follows.

Data (6) Context: Conversation between a male tour guide (G) and a tourist

(T) from Adi Sumarmo International Airport to Hotel

Sahid Jaya Solo

G: I promise you are going to enjoy your stay here in Solo. This is a beautiful,

quiet city where you can relax, enjoy great meals, and feel very safe. You can

walk into town and enjoy the cultural city with its ancient and fascinating

Kasunanan and Mangkunegaran Palaces, traditional handicraft, batik and

gamelans. Visit Tawangmangu Resort, Sangiran excavation site and famous

erotic temples of Sukuh and Cetho. Solo also hosts one of the biggest water

parks in Central Java region, Pandawa Water World. You can take a short bus

or pedicab from your hotel for Solo city tour.

T: That’s a good idea.

In the G’s expressions I promise you are going to enjoy your stay here in

Solo, it appears that G was trying to minimise T costs and maximise T benefit. By

promising that T and his group would enjoy their visit to Solo City, it was

expected that the trip in Solo City and its surroundings would be cheerful.

Generally one of the basic needs for tourists is getting a safe, informative and

convenient guide from a professional tour guide during their trip. It can be

inferred that the tour guide’s utterances I promise you are going to enjoy your stay

here in Solo follow the Leech’s TM (minimize Hearer costs; maximize Hearer

benefit).

Why did the tour guide follow the Leech’s tact maxim? The tact maxim was

implemented because the tour guide tried to promote places of interest in Solo

City and its surroundings.

One more example of implementing tact maxim in tourism-service register

168

is in the conversation on giving information about art performances and

entertainment below.

Data (12) Context: Conversation between a guest relation officer (O) and a

guest (G) in the lobby room of Hotel Sahid Jaya Solo in

the early evening


in this city?

O: Why don’t you watch wayang orang Sriwedari in the evening? For morning

and afternoon city sightseeing, you can visit Kasunanan Palace,

Mangkunegaran Palace, or Radya Pustaka Museum. And for shopping, you

can visit traditional markets, like Klewer Market and Triwindu Antique

Market or modern shopping malls, like Solo Grand Mall and Solo Square.

G: Well, I’d like to watch the wayang orang. How do I get there?

O: Why don’t you go by becak? Many of them stand by in front of this hotel.

Make sure that you negotiate the price before you go. You can also go by taxi.

I can help you to call the taxi.

In the first underlined expressions, O was trying to maximise benefit to G by

giving advice to watch wayang orang Sriwedari. The wayang orang performance

is a particular Javanese art performance which is started from 08.00 p.m. to 10.00

p.m. The O’s advice was good not only because the wayang orang is a particular

art performance which was needed by G, but the time was also appropriate

because it was in the early evening when G asked the O.

In the second underlined expression, O was also trying to maximise benefit

and minimise costs to G. Although taxi is available on call in the evening, becak

(trishaw) is more ready to ride because many of them always stand by in front of

the hotel. Besides, the distance from the hotel he stays to wayang orang Sriwedari

169

is near, only around 400 meters. It takes only fifteen minutes to go by becak.

Comparing with the taxi, the rate of becak for a short trip is much cheaper.

It can be inferred that the guest relation officer’s utterances Why don’t you

watch wayang orang Sriwedari in the evening? and Why don’t you go by becak?

follow the Leech’s TM (minimise Hearer costs; maximise Hearer benefit).

Why did the guest relation officer follow the Leech’s tact maxim? The tact

maxim was implemented because the guest relation officer was knowledgeable

about the kinds of art performances and entertainment and tourist transportations

in Solo City, so that she was tactful in giving information and advice to the guest.

Unlike the above examples, the following example is a violation of

implementing the tact maxim.


Kusuma Sahid Prince Hotel and a male caller (C) through

telephone

C : Halo. Masih ada kamar kosong, Mbak? ‘Hallo. Do you have a vacan

room?’

RC : Wah sudah penuh semua itu, Pak. ‘All rooms are occupied, Sir.’

C : Masak satu pun nggak ada yang kosong? ‘Really? I just want a room.’

RC : Ya kebetulan semua kamar sudah diboking tamu rombongan dari Jakarta

‘All rooms have been booked by a group from Jakarta.’

C : Hotel lain dekat-dekat situ masih punya kamar kosong nggak ya? ‘Is there

an available room in hotels near your hotel?’

RC : Wah, ndak tahu ya. Bapak tanya aja sendiri. ‘I don’t know. Ask by

yourself.’

In the above expressions, it seems obviously that RC did not maximise C

benefit. Commonly, RC answers C by mentioning some nearby hotel names with

170

their telephone numbers in order that C can check an available room himself by

telephone. Based on the Front Office Standard Operation Procedure (SOP) of

Kusuma Sahid Prince Hotel, telephone operators have a telephone book which

includes a list of nearby hotel telephone numbers. Moreover, some hotels in

Central Java are chain hotels which know the available rooms each other. Some

examples of chain hotels in Surakarta City are Kusuma Sahid Prince Hotel and

Hotel Sahid Jaya Solo, Hotel Novotel Solo and Hotel Ibis Solo, and the Sabar

Hotels.

By not informing the C a nearby hotel telephone number, RC had minimised

the C benefit. On the RC party, she had minimised herself benefit by not spending

more time to assist C and had efficiency to handle another caller. Consequently,

the hotel would have a bad image because the telephone operator was not helpful

and informative. On the C’s perspective, the RC’s expressions were impolite

because she did not follow the tact maxim. On the C party, he would find

difficulty because he should open yellow pages to find nearby hotel telephone

numbers and check the room availability.

From the above analysis, it can be inferred that the reservation clerk’s

utterances Wah, ndak tahu ya. Bapak tanya aja sendiri ‘I don’t know. Ask by

yourself’ are against the Leech’s TM (minimise Hearer costs; maximise Hearer

benefit).

Why did the reservation clerk violate the Leech’s tact maxim? The tact

maxim was not implemented because the reservation clerk wanted to stop the

conversation with the caller who was not satisfied with her answer that the hotel

171

was fully occupied and who asked questions continually. At the same time, the

clerk should answer another incoming call as indicated by the telephone

motherboard signal.

Another example is a violation of implementing the tact maxim is as follows:

Data (37) Context: Conversation between a waiter (W) and a guest (G) in

Janti Fishery Court

W: Maaf, Pak. Ikan yang sudah dipancing jangan dilepas lagi, ya? ‘Excuse me,

Sir. Don’t release the fish have been caught, do you?’

G: Ini kan ikannya masih kecil-kecil, jadi kasihan kalau harus ikut dimasak.

‘These fish are still small, aren’t they? So, it’s pity to include them to be

cooked.’

W: Tapi peraturan di sini setiap ikan yang sudah dipancing harus dibeli. ‘But the

rules here say that each fish has been caught should be bought.’

G: Ya seharusnya peraturannya tertulis to Mbak, jadi bisa kami baca. Lagian di

kolam ini ikan kecil-kecil kok dicampur ikan besar. ‘The rules should be

written, so that we can read. Besides, the small fish and the big ones are mixed

into the pool.’

W: Ya itu sudah menjadi peraturan tak tertulis di semua pemancingan yang ada

di Janti ini, Pak. ‘They have been the unwritten rules at all Janti fishing

courts, Sir.’

In the first underlined expression, W did not minimise costs to other. W was

too tight to apply the company rules that all fish had been caught by the customers

should be bought by them. W did not care the G’s complaint that he caught small

fish which were not suitable to be cooked.

In the second underlined expression, W did not also minimise costs to other.

W argued the G’s advice that the rules should be written and it was not good to

mix the small and the big fish. W stated that all fishery courts in Janti apply the

172

unwritten rules. Moreover, W still defended her previous statement that all fish

had been caught should be bought by G.

Based on the above analysis, it can be inferred that the W’s expressions Tapi

peraturan di sini setiap ikan yang sudah dipancing harus dibeli ‘But the rules

here say that each fish has been caught should be bought’ and Ya itu sudah

menjadi peraturan tak tertulis di semua pemancingan yang ada di Janti ini, Pak

‘They have been the unwritten rules at all Janti fishing courts, Sir’ do not follow

the Leech’s TM (minimise Hearer costs; maximise Hearer benefit).

Why did the waiter violate the Leech’s tact maxim? The tact maxim was not

implemented because the writer did not want to take a loss. By urging G to buy

the small fish had been caught, it would minimise/avoid small fish died in the

pool.

One more example of a violation in implementing the tact maxim is as

follows.


tourist (T) during the tour

T: Di depan itu pasar apa ya Pak? Ramai betul ya? ‘What market is that, Sir?

It’s really crowded!’

G: Itu Pasar Tradisional Tawangmangu. ‘That’s the Tawangmangu Traditional

Market.’

T: Yang dijual apa saja, Pak? ‘What is sold inside, Sir?’

G: Ya kebanyakan sayur, buah, dan makanan ringan. ‘Mostly vegetables, fruits

and snacks.’

T: Coba turun sebentar, Pak. Saya mau lihat-lihat. ‘Get off for a moment, Sir. I

want to look around.’

G: Wah nggak bisa, Bu. Ini waktunya sudah terlalu sore … dan kalau lihat-lihat

pasti butuh waktu lama. ‘Ouch! Cannot, Madam. It’s already late afternoon …

173

and it needs long time to look around.’

T: Tolong sebentar aja deh, Pak. Nanti Bapak saya kasih tambahan ongkos. ‘Just

a moment, Sir, please. I’ll give you additional tip.’

G: Wah tetap nggak bisa, Bu. Itu di luar jadwal kunjungan … nanti sampainya

Solo kita bisa kemalaman. ‘It cannot, Madam. beyond the visit schedule …

we’ll arrive at Solo too evening.’

In the first underlined expressions, it seems that G did not maximise benefit

to other. As a tour guide, G did not fulfil the tourist’s interest in a tourism object.

He was more bounded by the time which showed the late afternoon. Although T

requested to get off only for few minutes, G argued that it took a long time to take

a look.

In the second underlined expression, G did not also maximise benefit to

other. It seems that G was still on his commitment that he refused the T’s request

to drop her in the Tawangmangu Market. G gave an argumentation that he was

consistent to visit places of interest which were only on scheduled tour itinerary.

In G’s opinion, it was to avoid arriving late at the hotel in Solo City.

Based on the above analysis, it can be inferred that the G’s expressions Wah

nggak bisa, Bu. Ini waktunya sudah terlalu sore … dan kalau lihat-lihat pasti

butuh waktu lama ‘Ouch! Cannot, Madam. It’s already late afternoon … and it

needs long time to look around’ and Wah tetap nggak bisa, Bu. Itu di luar jadwal

kunjungan … nanti sampainya Solo kita bisa kemalaman ‘It cannot, Madam.

beyond the visit schedule … we’ll arrive at Solo too evening’ do not follow the

Leech’s TM (minimise Hearer costs; maximise Hearer benefit).

Why did the tour guide violate the Leech’s tact maxim? The tact maxim was

174

not implemented because the tour guide did not want to make a second mistake.

The first mistake was that he was too tolerable to let the tourist(s) enjoy the

Grojogan Sewu Waterfall for along time. If the second mistake was made, they

would arrive at the hotel lately, the condition that his boss might angry with him.

In other words, the tour guide preferred maintaining his career to get some tip

taken from his mistaken action.

5.3 Generosity Maxim

By implementing generosity maxim each interactant is expected to be able

to show mutual respect to other persons. The respecting to other persons will

happen if a person is able to minimise benefit to self and maximise costs to self in

communication.

The following is an example of the implementation of generosity maxim in


Data (9) Context: Conversation between a female hotel telephone operator

(O) of Hotel Sahid Jaya Solo and a male caller (C)


O: One moment please … I’m sorry, the number is engaged. Would you like to

hold?

C: Okay. No problem.

In the above expressions, O was trying to maximise C benefit by

maximising herself costs. It was done by offering C to wait after knowing that the

number directed was busy. Although O would spend more time to check the line

again and then tell the caller, she would be pleased if the caller could speak

directly to the guest.

175

From the above analysis, it can be inferred that the telephone operator’s

utterances I’m sorry, the number is engaged. Would you like to hold? follow the

Leech’s GM (minimise benefit to self, maximise cost to self).

Why did the telephone operator follow the Leech’s generosity maxim? The

generosity maxim was implemented because the telephone operator wanted to

satisfy the caller to speak directly to Mr. Cheng, the guest who was staying in

Room 129.

Another example of the implementation of generosity maxim in tourism-

service register is in the conversation on bargaining for souvenir prices below.

Data (26) Context: Conversation between a male souvenir seller (S) and a

female visitor (V) in Triwindu Antique Market

V: Gantungan kunci ini satunya berapa, Mas? ‘How much is this key handle,

brother?’

S: Lima ribu, Bu. ‘Five thousands rupiahs, Madam.’

V: Kalau saya beli banyak bisa kurang harganya? ‘If I buy many pieces, can you

reduce the price?’

S: Wah itu sudah murah, Bu. Mau beli berapa biji? ‘Mmm, that’s already cheap,

Madam. How many pieces you want to buy?’

V: Lima puluh. Ada bonusnya satu dua biji? ‘Fifty pieces. Is there one or two

pieces for bonus?’

S: Untuk ibu saya kasih lebih. Tiap pembelian sepuluh bonusnya satu biji. Jadi

untuk ibu bonusnya lima biji. ‘For you I’ll give more. One piece bonus for

each ten pieces you buy. So, I give you five pieces bonus.’

From the underlined expressions uttered by S, it is clearly known that S was

trying to maximise benefit to V by minimising his own benefit. It was done by

stating that he would give one piece of souvenir as a bonus for each ten pieces of

souvenir bought by V. By bargaining, it is common in souvenir shops in Central

176

Java that sellers will give bonus to buyers who buy souvenirs in big quantity. The

bigger the quantity of souvenir they buy, the more bonuses they will get.

Why did the souvenir seller follow the Leech’s generosity maxim? The

generosity maxim was implemented because the souvenir seller sold his souvenirs

wholesale to the visitor. The way to sell the souvenirs wholesale was by reducing

their prices or by giving a bonus.

Based on the above analysis, it can be inferred that the souvenir seller’s

utterances Untuk ibu saya kasih lebih. Tiap pembelian sepuluh bonusnya satu biji.

Jadi untuk ibu bonusnya lima biji ‘For you I’ll give more. One piece bonus for

each ten pieces you buy. So, I give you five pieces bonus’ follow the Leech’s GM

(minimise benefit to self; maximise cost to self).

One more example of the implementation of generosity maxim is in the

conversation below.



T: Aduh kakiku kok sakit banget ya? ‘Ouch, my leg hurts?’

G: Lho kenapa, Pak? ‘Goodness, what happened to your leg?’

T: Kelihatannya kram nih. Lama nggak naik turun tangga begini. ‘It seems I got

cramps. Long time not trekking up and down the stairs like these.’

G: Coba saya lihat, Pak. Kakinya direntangkan, Pak … kebetulan saya bawa

minyak urut …. saya urut sebentar ya, Pak? ‘Let me see, Sir. Stretch your leg,

Sir … Just by chance I bring massage oil …Can I massage a moment, Sir?’

T: Wah kebetulan banget. ‘Well, just right.’

In the underlined expressions, it shows clearly that G maximised benefit to

T. Knowing that T got his leg cramps, G offered himself to the condition, and then

177

asked T to stretch the leg. After that G took a bottle of massage oil from his bag to

be massaged to the T’s leg.

Based on the above analysis, it can be inferred that the tour guide’s

utterances Coba saya lihat, Pak. Kakinya direntangkan, Pak … kebetulan saya

bawa minyak urut …. saya urut sebentar ya, Pak? ‘Let me see, Sir. Stretch your

leg, Sir … Just by chance I bring massage oil …Can I massage a moment, Sir?’

follow the Leech’s GM (minimise benefit to self; maximise cost to self).

Why did the tour guide follow the Leech’s generosity maxim? The

generosity maxim was implemented because the tour guide wanted to keep the

tourist’s safety during the tour.

Unlike the above examples, the following is an example of the violation of

generosity maxim in tourism-service register.


tourist (T) at Gajah Mungkur Dam

G: Bapak Ibu kita sudah hampir sampai di tempat awal kita memulai perjalanan.

Dimohon tidak turun sebelum perahu benar-benar merapat ke daratan.

‘Ladies and gentlemen, we’ve almost arrive at the place where we started the

trip. Please don’t get off before the boat is really tied up to the shore. ’

T: Mas, mbok minta diturunkan di sana … yang banyak warung makannya itu

lho. ‘Can we get off over there … the shore that has many food stalls?’

G: Wah itu jaraknya setengah kilometer dari sini, kalau mau ya harus nambah

ongkos lagi. ‘It is a half kilometer more from here. If you want, you should

pay more.’

T: Mbok dikasih bonus gitu lho, Mas. ‘Why not to give me free of charge as a

bonus, brother?’

G: Wah ndak bisa Bu, harga paketnya memang hanya sampai pangkalan perahu.

‘Cannot, Madam. The package rate is only to the boat bridgehead.’

T: Jadi kami harus jalan setengah kilometer untuk sampai ke rumah makan itu?.

178

‘So, we have to walk a half kilometer more to the food stalls?

G: Ya gimana lagi Bu, kecuali Ibu nambah ongkos lagi … baru saya antar ke

sana. ‘It’s up to you, Madam, except you pay more … I will escort you there.’

In the first underlined expressions, it shows that G did not minimise benefit

to self. G refused the T’s request to stop the boat near the food courts. He would

escort T five hundred meters more distance if she wished to pay more money. On

the other hand, T wanted it as a bonus or free of charge.

Based on the above analysis, it can be inferred that G did not follow the

Leech’s GM (minimise benefit to self; maximise cost to self).

In the second underlined expressions, it G did not also maximise cost to self.

G let T to walk five hundred meters more without his help. Unless T paid more

money, G did not want to escort her to the food courts.



Why did the tour guide violate the Leech’s generosity maxim? The

generosity maxim was not implemented because the tour guide gave priority to his

wishes than the tourist’s wishes. In other words, he prioritised getting money than

satisfying the tourist.

Another example of the violation of generosity maxim is as follows:



S: Ini sudah semuanya ya, Bu? (S counts the total pieces and prices). Jadi

semuanya lima ratus tujuh puluh ribu rupiah. ‘This is all, Madam? (S counts

the total pieces and prices). So, the total is five hundred and seventy five

thousand rupiahs.’

V: Ya, ini uangnya, Mbak. ‘Yes, this is the money, sister.’

179

S: Uangnya enam ratus ribu ya, Bu. Jadi kembaliannya tiga puluh ribu. ‘Your

money is six hundred thousand rupiahs. So, the balance is thirty thousands.’

V: Ya. Apa ada yang bisa bantu bawakan belanjaan sampai parkiran bus, ya?

‘Okay. Is there someone who can help me to carry the items purchased to the

bus parking place?’

S: Aduh toko sedang ramai sekali itu, Bu. Semua karyawan sibuk. ‘The shop is

very crowded, Madam. All employees here busy.’

V: Ya sudah … saya jinjing sendiri aja. ‘It’s okay… I’ll carry them by myself.’

In the underlined expressions, it seems that S did not maximise cost to self.

T needed a help from a shop employee to carry her merchandise to the bus

parking area. As a response, S refused it indirectly by expressing that the shop

was full of visitors, so that all employees were busy. Finally, T felt be forced to

carry the weight merchandise by herself.

Based on the above analysis, it can be concluded that S did not follow the


Why did the souvenir seller violate the Leech’s generosity maxim? The

generosity maxim was not implemented because the souvenir seller and the other

employees did not want to do a job that was not their duty. Carrying the

merchandise was the visitor responsibility. The visitor could pay a becak driver to

carry it the tourist bus.

One more example of the violation of generosity maxim is as follows:

Data (42) Context: Conversation between a waitress (W) and a male guest

(G) at Galadak Langen Bogan Food Court

W: Ini pesanannya. Satu nasi goreng untuk Bapak dan satu bakmi goreng untuk

Ibu. Selamat menikmati. (W leaves the guests). ‘This is the meal. One fried

rice for you, Sir and one fried noodle for you, Madam. Enjoy it!‘ (W leaves

the guests).

G: Mbak Mbak sebentar Mbak. ‘Sister sister, wait a moment sister.’

180

W: Ya ada apa, Pak? ‘Yes what else, Sir?’

G: Saya order satu lagi … bakmi rebus … yang cepat masaknya ya? ‘I order one

more … boiled noodle ….cook it quickly, don’t you?’

W: Wah kalau minta cepat-cepat ya ndak bisa, Pak. Bapak lihat sendiri … yang

antri kan banyak. ‘Mm, if you want it quickly, I cannot do it, Sir. See … many

customers are standing in line.’

G: Ya sudah. Nggak jadi kalau gitu. ‘It’s okay. I cancel it.’

In the underlined expressions, it seems that W did not minimise benefit to

self. G ordered one more boiled noodle and pushed her to fulfil it quickly. In a

quiet condition, it was possible for W to fulfil meal orders quickly. But it was in a

busy condition. So, W refused the G’s request instead of serving him normally by

the reason that there were many customers who were in lining to wait her service.



Why did the waitress violate the Leech’s generosity maxim? The generosity

maxim was not implemented by the waitress because the situation was very busy

that required the guest to be patient to stand in line.

5.4 Approbation Maxim

It is expected in approbation maxim that a person will be said as a polite

person if he/she always tries to give appreciation to other persons in

communication. By using this maxim each interlocutor will not ridicule, abuse

verbally, underestimate or humiliate each other. A speaker who often humiliates a

hearer in communication will be labelled as an impolite person because the

humiliation is an action which does not appreciate other persons. Therefore, a

181

person is suggested to always maximise praise to other and minimise dispraise to

other in communication.

The following is an example of the implementation of approbation maxim in


Data (16) Context: Conversation between a tour guide (G) and a tourist (T)

at Tawangmangu Resort


monkeys…. Does anybody see the apes over there? On that branch. See?


G: That’s a good question. Until now I haven’t had any bad experience with them.

Unless you tease them, they don’t attack people. Most of them are tame. Just

like the ones we met at the entrance.

In the underlined expressions, it seems that G maximised praise of other.

The T’s question about the characteristic of monkeys, either wild or tame, was

responded well by giving praise, even followed by the explanation. In other

words, it can be inferred that The G’s expressions That’s a good question follow

the Leech’s ApM (minimise Hearer dispraise; maximise Hearer praise).

Why did the tour guide follow the Leech’s approbation maxim? The

approbation maxim was implemented because the tour guide felt happy with the

enthusiastic of the tourist to know more about the explanation had been given by

him.

Another example of the implementation of approbation maxim in tourism-




182


G: I’m glad you ask. That’s a swimming pool. It’s actually a man-made pond

built as part of recreational facilities over ten years ago. During the school

holidays there are lots of students coming here for recreation and they are

swimming in the pool.

In the underlined expressions, it shows that G maximised praise of self. The

T’s question about the pond below which could be seen from the up stairs during

their stepping down was answered positively by giving praise, and then followed

by the explanation. In other words, it can be inferred that the G’s expressions I’m

glad you ask follow the Leech’s ApM (minimise Hearer dispraise; maximise

Hearer praise).

Why did the tour guide follow the Leech’s approbation maxim? The

approbation maxim was implemented because the tour guide was glad with the

tourist’s interest to explore the tourism objects seen during the tour.

The following is one more example of the implementation of approbation

maxim in tourism-service register.


couple of tourists (T1, T2) in Triwindu Antique Market

T1 : Excuse me, how much are you asking for that wooden mask?

S : That? The price is $ 50.

T2 : What? For that? I’ve seen better ones for a lot less.

S : Maybe, but this is a very special model.

T1 : It is nice, but it’s very expensive. How about $ 10?

S : You can have it for $ 30.

T2 : Make it 25 and it’s a deal.

S : Hmm … Well … O.K. $ 25. That’s the lowest I’ll go.

T1 : It’s a deal. Here you are … $ 25.

183

S : O.K. Listen, take good care of it. You got a really good bargain there.

T1 : Yeah. We think we did to. See you again some time.

S : Yeah. Stop by again some time.

In the underlined expression, it showed clearly that S maximised praise of

other. After dealing the price and T1 had given the money, S received it by giving

a reminder to take care of the souvenir, and then giving praise to T1 that he had

really got a good bargain. In other words, it can be inferred that the S’s

expressions You got a really good bargain there follow the Leech’s ApM

(minimise Hearer dispraise; maximise Hearer praise).

Why did the souvenir seller follow the Leech’s approbation maxim? The

approbation maxim was implemented because the souvenir seller respected the

tourists who were smart in bargaining for the souvenir.


approbation maxim in tourism-service register.


tourist (T) at Depok Bird Market

G: Dari tadi Bapak saya cari-cari lho, kok malah terpisah dari rombongan. ‘I’m

looking for you since some time ago, Sir. How come you are separated from

the group?’

T: Lho aku kan cuma di pojok pasar situ. Ini aku udah dapat satu, dikasih bonus

sangkar lagi. Bagus to? ‘Goodness, I just went to the corner of this market. I

have got one bird, and a cage as a bonus. It’s beautiful, isn’t it?’

G: Oalaa, Pak Pak. Burung kayak gitu kok dibeli. Di sebelah sana banyak yang

lebih bagus dari itu. ‘Oh no, Sir. Why you bought a bird like that. There are

much more beautiful birds over there.’

In the underlined expressions, it shows that G did not maximise praise to

184

other. G gave negative comment to the bird had been bought by T. G expressed

that there were more beautiful birds at the shops visited by the group. The

dispraise to T was probably caused by G’s annoyance to look after T who got

separated accidentally from his group.

Based on the above analysis, it can be inferred that the G’s expressions

Oalaa, Pak Pak. Burung kayak gitu kok dibeli. Di sebelah sana banyak yang lebih

bagus dari itu ‘Oh no, Sir. Why you bought a bird like that. There are much more

beautiful birds over there’ do not the follow the Leech’s ApM (maximise Hearer

praise).

Why did the tour guide violate the Leech’s approbation maxim? The

approbation maxim was not implemented because the tour guide did not like the

tourist who did not pay attention to the time limitation given to explore the bird

market and who separated from the group.

Another example of the violation of approbation maxim in tourism-service

register is as follows.


tourist (T) on a bamboo bridge at Mount Merapi

National Park

G: Ayo, Mbak … tinggal kamu aja yang belum nyebrang. Itu teman-teman udah

pada jalan jauh. ‘Common, Miss … only you have not cross. Your friends

have walked far?’

T: Aduh … aku takut nih, Mas. ‘Oh … I’m scary, brother.’

G: Nggak usah takut … Aku tunggu di sini. Ayo cepat! ‘Don’t be scary …I’m

waiting here. Quick!’

T: Aku coba pelan-pelan ya? … (a few minutes later) … Horreee! … Aku bisa

nyebrang! ‘Well, I’ll try slowly … (a few minutes later) … Hurray! …I

185

succeed crossing it!’

G: Oalaa, ndadak jingkrak-jingkrak. Nyebrang gitu aja anak kecil bisa, Mbak.

‘C’mon, now … no need to straddle. A small child can cross it, sister.’

In the underlined expressions, it shows that G did not maximise praise to

other. T was rightfully proud of her successful effort to cross the bamboo bridge.

As a companion, G should congratulate T for her success. On the contrary, G

expressed that it was not a kind of success because small children can also do that.

G was greatly amazed seeing T jumping up and down for joy.


Oalaa, ndadak jingkrak-jingkrak. Nyebrang gitu aja anak kecil bisa, Mbak.

‘C’mon, now … no need to straddle. A small child can cross it, sister’ do not

follow the Leech’s ApM (maximise Hearer praise).



tourist who was too spoiled and who gave him annoyance.

One more example of the violation of approbation maxim in tourism-




G: Stop, stop … turun di sini. Itu air terjunnya sudah kelihatan. ‘Stop, stop…get

off here. That’s the waterfall, seen from here.’

T: (Jump out from the horse shoulder). Oke deh. ‘Oh okay’.

G: Gimana Mbak rasanya naik kuda? ‘How is the feel of riding a horse?’

T: Bapak lihat sendiri to … aku berani naik kuda sebesar itu, padahal jalannya

naik turun. ‘You see by yourself …I dared riding the big horse, although the

road is up and down.’

186

G: Apanya yang dibanggakan, Mbak? … lha wong kusirnya aja megangin kuda

di sebelahnya. ‘What is proud of, sister ….the coachman closely assisted you

beside the horse.’

In the underlined expressions, G did not maximise praise to other.

Questioned by G about the feeling of riding a horse, T answered it proudly that

she had demonstrated her bravery to ride a horse in the up and down street. G

responded the T’s expression that nothing should be proud of because the

coachman helped her to drive the horse.


Apanya yang dibanggakan, Mbak? … lha wong kusirnya aja megangin kuda di

sebelahnya. ‘What is proud of, sister ….the coachman closely assisted you beside

the horse’ do not follow the Leech’s ApM (maximise Hearer praise).



tourist who was proud of riding the horse guided by the coachman, something

which was considered ordinary action. He gave a mockery to the tourist with

intimate expressions.

5.5 Modesty Maxim

In modesty maxim, the interactants are expected to have modest attitude by

minimising praise of self and maximising praise to other. A person is said arrogant

and proud if he/she always praise himself/herself in communication. In language

and culture society in Indonesia, especially in Central Java, simplicity and

modesty are frequently used as a parameter to judge someone’s politeness.

The following is an example of the implementation of modesty maxim in

187




T: Wow … this roasted meat is very delicious. What is the name?

G: Rabbit sate … one of particular culinary in this resort.

T: Is the rabbit caught from the forest?

G: Oh no. It was tamed by people around here.

T: Is it possible to tame this kind of rabbit in the U.S.?

G: Sorry, I have no knowledge about it.

In the underlined expressions, G was trying minimise praise of self by

stating that he did not know whether the rabbit could be tamed by U.S. people. It

was possible for him to answer Yes, but actually he was uncertain because he had

never visited the U.S. that let him knew the real condition there. In Indonesia most

rabbits are tamed by people, but in the U.S. most of them maybe wild, live freely.

The G’s answer maybe did not give satisfaction to T, but he was trying to tell

the truth by his knowledge. In other words, the tour guide’s utterances Sorry, I

have no knowledge about it follow the Leech’s MM (minimise praise of self;

maximise dispraise of self).

Why did the tour guide follow the Leech’s modesty maxim? The modesty

maxim was implemented because the tour guide had limited knowledge about the

question asked by the tourist.

Another example of the implementation of modesty maxim in tourism-

service register is as follows.


female tourist (T) in Mangkunegaran Palace

188





Mangkunegaran Palace. That was the information I could provide about this

palace. Hopefully you are pleased with it. I apologize if I could not satisfy you



Ifah sangat berpengetahuan luas mengenai istana ini. ‘Thank you Miss Ifah.

We are satisfied guided by you. You’re very knowledgeable about this palace.’

G: Terima kasih kembali. Itu sudah menjadi tugas saya. ‘You’re welcome. It has

become my duty.’

In the first underlined expressions, G was trying to maximise dispraise of

self. She realised that she was not a perfect tour guide, so that she apologised if

she could not satisfy the tourists during her guiding service. In other words, it can

be inferred that the tour guide’s expressions Bila ada kekurangan dalam memandu

Bapak Ibu, saya mohon maaf yang sebesar-besarnya ‘I apologize if I could not

satisfy you during the guiding’ follow the Leech’s MM (minimise praise of self;


In the second underlined expressions, G was trying to minimise praise of

self. Although T and her group were pleased of guided by G and praised her by

saying that she was a knowledgeable tour guide, G did not respond directly to her

praise. As substitute, she expressed that her satisfaction service was a kind of her

duty. In other words, it can be inferred that tour guide’s utterances Itu sudah

menjadi tugas saya ‘It has become my duty’ follow the Leech’s MM (minimise

praise of self; maximise dispraise of self).

Why did the tour guide follow the Leech’s modesty maxim? The modesty

189

maxim was implemented because the tour guide realised that serving tourists as

well as possible was her daily duty although it might be found some weaknesses.

The following is one more example of the implementation of modesty

maxim in tourism-service register.


(G) at Pramesthi Hotel during Check-Out Process

B: Hanya dua koper ini saja yang harus dibawa, Bu? ‘Only these two suitcases

should be carried, Madam?’

G: Ya, Mas. Dua itu saja dah berat lho. ‘Yes. The two suitcases are heavy.’

B: Baik, Bu. Silakan Ibu jalan duluan ke lobi …. saya di belakang. ‘Well,

Madam. Please go ahead to the lobby room … I will follow you.’

G: Wah Anda kuat sekali ya … bisa bawa dua koper sekaligus tanpa troli. ‘Wow,

you’re very strong …bringing two suitcases without a trolley.’

B: Terima kasih, Bu. Mungkin karena sudah menjadi kebiasaan saja. ‘Thank you,

Madam. Maybe because it has been a habit.’

In the underlined expressions, B was trying to minimise praise of self. When

G gave praise to him that he was very strong because he was able to carry two

suitcases altogether without placing them on a trolley, his answer was not directly

Yes or No, but indirectly by stating that it maybe because of his habit. By that

kind of answer, he actually maximised dispraise of self. In other words, the

bellboy’s utterances Mungkin karena sudah menjadi kebiasaan saja ‘Maybe

because it has been a habit’ follow the Leech’s MM (minimise praise of self;


Why did the bellboy follow the Leech’s modesty maxim? The modesty

maxim was implemented because the bellboy realised that serving guests as well

as possible was his daily duty and carrying two suitcases altogether was not a

190

difficult job for him.


modesty maxim in tourism-service register.



G: Jadi Candi Cetho ini merupakan candi peninggalan Raja Brawijaya IV yang

merupakan raja terakhir Kerajaan Majapahit ‘So the Cetho Temple is an

inheritance temple of King Brawijaya IV, the last king of Majapahit

Kingdom.’

T: Wah rupanya Bapak sangat menguasai cerita tentang asal-usul candi ini ya?

‘Well, it seems that you know well the story about the origin of this temple.’

G: Ya karena saya guide yang paling senior di sini. Apalagi saya keturunan

ketujuh dari nenek moyang saya terdahulu yang bertugas memandu tamu-

tamu yang datang ke sini. ‘Yes, because I’m the most senior tour guide here.

Moreover, I’m the seventh generation of my ancestor who had duty to guide

guests visited this temple.’

In the underlined expressions, it shows that G did not minimise praise of

self. When T gave praise to him, he responded proudly that he was the senior

guide in the Cetho Temple area. Moreover, he expressed proudly that he was the

seventh descent of the tour guide who served guests visiting the temple.

By expressing his identity proudly, it can be inferred that the G’s

expressions Ya karena saya guide yang paling senior di sini. Apalagi saya

keturunan ketujuh dari nenek moyang saya terdahulu yang bertugas memandu

tamu-tamu yang datang ke sini ‘Yes, because I’m the most senior tour guide here.


guests visited this temple’ do not follow the Leech’s MM (minimise praise of self;


191

Why did the tour guide violate the Leech’s modesty maxim? The modesty

maxim was not implemented because the tour guide tried to show his identity to

the tourist that he was the senior guide and was the descent of the previous tour

guides who had a legitimation to handle the profession.

Another example of the violation of modesty maxim in tourism-service



female tourist (T) at Triwindu Antique Market

S: Cari apa, Bu? Mari silakan mampir. ‘What are you looking for, Madam?

Please stop by.’

T: Cari lampu antik ada nggak ya? ‘Looking for an antique lamp. Do you have?’

S: Mari silakan dilihat. Yang ini bahannya dari tembaga … dan yang ini dari

kuningan. ‘Please see. This one made of copper … and this one made of

brass.’

T: Apa ini semua asli barang antik? ‘Are these all original antiques?’

S: Ya jelas asli to, Bu. Semua barang yang saya jual di sini dijamin antik asli.

Kalo tidak percaya Ibu bandingkan aja dengan kios lainnya. ‘Certainly,

Madam. All goods I sell here are guaranteed original antiques. If you don’t

believe, you may compare with ones in other shops. ‘

In the underlined expressions, it seems clearly that that S did not maximise

dispraise of self. When T asked him if the souvenirs he sold were original antique,

S answered proudly that all of them were guaranteed original antique. Moreover,

he challenged that if T did not believe, S ordered T to compare the souvenirs with

ones in other souvenir shops.

From the above analysis, it can be inferred that the S’s expressions Ya jelas

asli to, Bu. Semua barang yang saya jual di sini dijamin antik asli. Kalo tidak

percaya Ibu bandingkan aja dengan kios lainnya ‘Certainly, Madam. All goods I

192

sell here are guaranteed original antiques. If you don’t believe, you may compare

with ones in other shops’ do not follow the Leech’s MM (minimise praise of self;


Why did the souvenir seller violate the Leech’s modesty maxim? The

modesty maxim was not implemented because the souvenir seller did not like the

tourist who was sceptical of the originality of his antique souvenirs. To respond

her hesitation, he challenged her to compare them with ones in other souvenir

shops.

One more example of the violation of modesty maxim in tourism-service


Data (36) Context: Conversation between a female ticket reservation clerk

(C) and a male tourist (T) asking a weekend flight ticket

in Natratour Travel Agent

T: Masih ada tiket ke Jakarta untuk flight pertama besok pagi? ‘Is there a first

flight ticket to Jakarta for tomorrow morning?’

C: Masih, Pak. Untuk berapa orang? ‘Yes, Sir. For how many persons?’

T: Satu aja. Harganya berapa, Mbak? ‘One only. How much is it, Miss?’

C: Tiga ratus tujuh puluh lima ribu. ‘Three hundred and seventy five thousand

rupiahs.’

T: Kok mahal banget, Mbak? ‘So expensive, Miss?

C: Mahal gimana, Pak. Dengan harga segitu aja sudah banyak yang pesan

kemari. ‘What do you mean expensive, Sir? Many customers book the ticket

here by that rate.’

In the underlined expressions, it seems that R did not minimise praise of

self. When T asked and little bit complains to her that the ticket was very

expensive, C did not answer properly. An example reason for a proper answer is

193

that the expensive ticket is affective by the day, i.e. the weekend. Hence, the C’s

expressions that by the rate of 370,000 rupiahs (the expensive one), there were

many customers book them, was not an appropriate reason to answer.

From the above analysis, it can be inferred that the R’s expressions Mahal

gimana, Pak. Dengan harga segitu aja sudah banyak yang pesan kemari ‘What

do you mean expensive, Sir? Many customers book the ticket here by that rate’ do

not follow the Leech’s MM (minimise praise of self; maximise dispraise of self).

Why did the ticket reservation clerk violate the Leech’s modesty maxim?

The modesty maxim was not implemented because the reservation clerk would

clarify that the ticket rates on weekends were more expensive than ones on

ordinary days. Moreover, there were much more ticket bookings from customers

for weekends than for ordinary days.

5.6 Agreement Maxim

The basic idea of agreement maxim in politeness principles is that the

interactants may obey the principles to always maximise agreement to other and

minimise disagreement to other in communication. In Javanese society, a hearer is

not allowed to interrupt or even be contentious and rebellious directly to what is

uttered by a speaker. It appears obviously, particularly if the age, position and

social status of the speaker are higher than the hearer.

The following is an example of the implementation of agreement maxim in



male guest (G) in Kusuma Sahid Prince Hotel

194

G: Kamar yang biasa saya pesan lagi vacant nggak, Mbak? ‘Is the room I used

to stay vacant, Miss?

R: Oh yang menghadap ke taman itu to, Pak? Sebentar saya cek … Maaf masih

dipakai tamu lain itu, Pak. ‘Oh the one faces the park, Sir? One moment, I’ll

check … Sorry, still used by another guest, Sir.

G: Terus kamar yang sejenis dengan itu ada nggak? ‘So, is there a similar room

available for me?’

R: Ada Pak. Ini malah lebih bagus … menghadap kolam renang. Tapi harganya

lebih mahal sedikit. ‘Yes, Sir. The room is better … faces the swimming pool.

But the rate is little bit more expensive.’

G: Mbok dibuat sama dengan kamar yang saya pakai gitu lho? ‘Why not to make

it the same rate as the room I used to stay?’

R: Mm … ya sudah lah, karena Bapak pelanggan kami, saya berikan harga yang

sama dengan kamar yang menghadap taman. ‘Mm … it’s ok. Because you are

our customer, I charge it as same as the one faces to the park.’

In the underlined expressions, R maximised agreement with other. To

respond the G’s request about the rate for the room faces the swimming pool, R

answered that she would give it the same price as the room faces the park.

Although the former was more expensive than the latter, the R’s consideration to

charge it the same was because G was a hotel customer or a repeater.

Based on the above analysis, it can be inferred that the R’s expressions Mm

… ya sudah lah, karena Bapak pelanggan kami, saya berikan harga yang sama

dengan kamar yang menghadap taman ‘Mm … it’s ok. Because you are our

customer, I charge it as same as the one faces to the park’ follow the Leech's AgM

(maximise agreement to the hearer and minimise disagreement to the hearer).

Why did the receptionist follow the Leech’s agreement maxim? The

agreement maxim was implemented because the receptionist served the hotel

195

customer specially by upgrading the room from executive room (faces the park) to

deluxe room (faces the swimming pool) with the executive room rate.

Another example of the implementation of agreement maxim in tourism-



in a tourist bus in front of Pramesthi Hotel before

beginning a tour

G: So, how are you this morning?

T: Very good. This hotel is beautiful, and the bed is comfortable.

G: Yes, …. yes it is. This is a nice hotel and is close to the tourist interests. Okay,

I'll tell you our program this morning. Here is a map of the city. Please look at

your map.

T: Okay, where will we go today?

The G’s expressions Yes,… yes it is. This is a nice hotel and is also close to

the tourist interests showed that he was trying to agree with T about the condition

of the hotel. T was pleased to stay in Pramesthi Hotel although it was a jasmine

hotel which had simple facilities. Comparing with star hotels in Central Java

which G often stays in, the jasmine hotel is much less beautiful and comfortable.

However, since T felt convenient with the hotel, it was not important for G to

argue it. What he needed was just agreed with the T’s statement and continued the

next tour program.

From the above analysis, it can be inferred that the tour guide's utterances

Yes,… yes it is. This is a nice hotel and is also close to the tourist interests follow

the Leech's AgM (maximise agreement to the hearer and minimise disagreement

to the hearer).

Why did the tour guide follow the Leech’s agreement maxim? The

196

agreement maxim was implemented because the tour guide tried to make the

tourist(s) happy and have enthusiastic to begin the tour.

One more example of the implementation of agreement maxim in tourism-



tourist (T) at the parking area of Mount Merapi National

Park

G: Bagaimana Pak, bisa dilanjutkan perjalanan kita? ‘So, can we continue our

trip?’

T: Lha menara pandangnya mana? Apa masih jauh? ‘Where is the observation

tower?’

G: Itu tu kelihatan dari sini … Cuma di sebelah bukit itu kok. ‘That’s seen from

here … It’s only besides the hill.’

T: Bagaimana kalau jalan kaki saja ke sana? ‘How about we walk there?’

G: Ya boleh. Berarti mobilnya kita parkir di sini saja. ‘It’s okay. So, we park the

car here.’

In the underlined expressions, G maximised agreement with other. The

Mount Merapi National Park has two parking areas. The first area was in the

bottom of the hill and the second one was on the top of the hill, namely Ketep By

Pass. T requested G to go on foot from the first to the second parking area. G

agreed to fulfil the T’s request.

From the above analysis, it can be inferred that the tour guide's utterances

Ya boleh. Berarti mobilnya kita parkir di sini saja ‘It’s okay. So, we park the car

here’ follow the Leech's AgM (maximise agreement to the hearer and minimise

disagreement to the hearer).

Why did the tour guide follow the Leech’s agreement maxim? The

197

agreement maxim was implemented because the tour guide convinced that the

tourist(s) would be able to climb up the 500 meter hill on foot.


agreement maxim in tourism-service register.

Data (47) Context: Conversation between a female ticket seller (S) and a male

visitor (V) at Pandawa Water World

S: Untuk tiga orang ya, Pak? ‘For three persons, Sir?’

V: Dua orang saja. Saya cuma mau ngantar anak-anak kok. Boleh kan? ‘Two

persons only. I just want to escort my children. Okay?’

S: Ya ndak boleh, Pak. Kalau sudah masuk arena ya harus beli karcis, walaupun

tidak ikut renang. ‘No, Sir. If you enter the arena you should buy ticket, even

though you don’t want to swim.’

V: Gitu ya? Ya sudah. ‘Is that? Okay.’

S: Ini, Pak. Satu karcis untuk orang dewasa, dua karcis untuk anak-anak. ‘Here

you are, Sir. A ticket for adult and two tickets for children.’

In the underlined expressions, it shows clearly that S did not minimise

disagreement between self and other. Questioned by V about the possibility for

adults who escort their children to be free of charge, S answered firmly that it was

not possible. Moreover, S explained that a visitor who enters the Pandawa Water

World arena should pay the ticket, although he/she does not want to swim.

From the above analysis, it can be inferred that the tour guide's utterances Ya

ndak boleh, Pak. Kalau sudah masuk arena ya harus beli karcis, walaupun tidak

ikut renang ‘No, Sir. If you enter the arena you should buy ticket, even though

you don’t want to swim’ do not follow the Leech's AgM (maximise agreement to

the hearer and minimise disagreement to the hearer).

Why did the ticket seller violate the Leech’s agreement maxim? The

198

agreement maxim was not implemented because the ticket seller wanted to apply

the company rules for charging each visitor who entered the area of Pandawa

Water World.

In a conversation, a hearer should not always agree with a speaker’s opinion

or statement. In disagreeing with the speaker’s expression, he/she can make a

statement which contains a partial agreement as in the following example.


tourist (T) at Sukuh Temple

T: This hill is the highest one in this region, isn’t it?

G: Yes, yes … err … actually the highest hill is the hill of Cedho Temple … which

we can see in around an hour ride. But this is the highest hill for recreational

purposes like trekking and horse riding.

T: Can you accompany us to Cetho Temple?

The G’s underlined expressions seem polite because his disagreement was

not expressed totally instead he expressed it partially. By expressing the

disagreement partially, he was not impressed by T as a proud person, the only

person who knew the geography of the Sukuh Temple and its surroundings.

Moreover, by comparing the hill of Sukuh Temple and the hill of Cetho Temple, G

was actually telling the truth to T.

Based on the above analysis, it can be inferred that the tour guide’s

utterances Yes, yes … err … actually the highest hill is the hill of Cedho Temple …

which we can see in around two hours ride. But this is the highest hill for

recreational purposes like trekking and horse riding are against the Leech’s AgM

(maximise agreement to the H and minimise disagreement to the H) partially.

Why did the tour guide violate the Leech’s agreement maxim? The

199

agreement maxim was not implemented because the tour guide tried to correct the

tourist’s opinion by a polite way to avoid irritating her feeling.

Another way to express a disagreement politely is by uttering an indirect

statement as indicated in the conversation on handling reservations below.

Data (2) Context: Conversation between a female ticket officer (O) of

Natratour and a female tourist (T)

O: Selamat siang, Bu. Ada yang bisa saya bantu? ‘Good afternoon, Madam.

What can I do for you?’

T: Gini, mbak saya kemarin kan sudah pesan tiket Solo-Jakarta untuk sore nanti.

Tapi berhubung ada acara mendadak di Solo, apa bisa saya tunda

penerbangannya? ‘Yesterday I booked a ticket for Solo-Jakarta for this

afternoon flight. Unfortunately, I have a sudden program in Solo. Can I delay

the flight?’

O: Wah, kalau untuk mengundur seharusnya dua hari sebelumnya. ‘If you want

to delay the flight, you should do it two days before.’

T: Waduh sudah kebacut itu, mbak. Terus bagaimana nih karena saya nggak jadi

terbang nanti sore, apa masih bisa ditukar uang? ‘I can’t. So, if I cancel to fly

this afternoon, can I change the ticket with money?’

O: Ya berarti tiket Ibu hangus. ’It means that your ticket is expired.’

In the first underlined expressions, O was trying to minimise disagreement

to T by not answering No directly, instead of giving a reason that as usual

(implicitly explained the standard operation procedure (SOP) of cancellation

rules), she should give confirmation of cancellation two days before. By

mentioning the reason and answering indirectly, the O’s refusal felt polite.

In the second underlined expression, O was trying to end the conversation

with T by uttering that the T’s ticket was expired. The O’s expressions sound

impolite because it irritated T’s feeling. In other words, by ending the

200

conversation directly, O did not minimise disagreement with T. As a consequence,

T felt that the O’s refusal was impolite.

Based on the above analysis, it can be inferred that the officer’s utterances

Wah, kalau untuk mengundur seharusnya dua hari sebelumnya. ‘If you want to

delay the flight, you should do it two days before’ follow the Leech’s AgM

(minimise Hearer costs; maximise Hearer benefit), but her utterances Ya berarti

tiket Ibu hangus ’It means that your ticket is expired’ are against the Leech’s AgM

(minimise Hearer costs; maximise Hearer benefit).

Why did the ticket officer violate the Leech’s agreement maxim? The

agreement maxim was not implemented because the ticket officer wanted to stop

the debate with the tourist by expressing a conclusion that the ticket was expired.

5.7 Sympathy Maxim

In sympathy maxim, it is expected that the interactants are able to minimize

antipathy between self and other and maximise sympathy between self and other.

The speaker’s antipathy attitude during the communication to the hearer will be

considered as an impolite attitude.

Typically Javanese society supports highly the sympathy feeling to the

others in daily communication. The person who has antipathy attitude to other

persons, and furthermore behaves cynically to them will be considered as an

impolite person in the society.

The following is an example of the implementation of sympathy maxim in


201


tourist (T) on a boat at Gajah Mungkur Dam

T: Wah ternyata di tengah waduk gini panas banget, ya? ‘It’s really hot in the

middle of the dam, isn’t it?’

G: Ya, Bu. Apalagi di siang bolong gini. Matahari tepat di atas kita. ‘Yes,

Madam, especially in the daytime like this time.’

T: Saya kok tadi lupa nggak pakai topi. ‘I forget to wear a hat.’

G: Oh iya ya, Bu. Tadi saya juga lupa mengingatkan. Padahal di pinggir waduk

banyak yang jual topi. ‘Oh, yes Madam. I also forget to remind you. Actually

it is sold many in the bank of the dam.’

In the underlined expressions, it shows that G maximised sympathy

between self and other. When T expressed that she forgot to wear a hat to

anticipate the burning heat of sun, then G very much regretted that he did not

remind her to buy a hat sold by hat sellers at the bank of the dam before departing

the boat.

Based on the above analysis, it can be inferred that the G’s expressions Oh

iya ya, Bu. Tadi saya juga lupa mengingatkan. Padahal di pinggir waduk banyak

yang jual topi ‘Oh, yes Madam. I also forget to remind you. Actually, it is sold

many in the bank of the dam’ follow the Leech’s SM (maximise sympathy

between self and other).

Why did the tour guide follow the Leech’s sympathy maxim? The

sympathy maxim was implemented because the tour guide felt guilty of not doing

something needed by the tourist.

Another example of the implementation of sympathy maxim in tourism-


202


on the way from the airport to hotel

G: Can I bring all of luggage?

T: No. There is still one suitcase left.

G: Oh ya? I’m sorry to hear that.

T: Thank you. Fortunately, the Garuda promises to bring it into the next flight,

and then send it to my hotel.

G: That’s good news.

T: Okay. Let’s go to the hotel.

In the underlined expressions, it seems clearly that G maximised sympathy

between self and other. Knowing that the T’s suitcase was left, G expressed regret

to her as a sympathy feeling. In other words the G’s expressions Oh ya? I’m sorry

to hear that follow the Leech’s SM (maximise sympathy between self and other).


sympathy maxim was implemented because the tour guide tried to comfort the

tourist who had lost her luggage.

One more example of the implementation of sympathy maxim in tourism-


Data (52) Context: Conversation between a male tour guide (G) and female

tourist (T) in Kauman Batik Village

G: Sedang cari-cari apa to, Bu? ‘What are you looking for, Madam?’

T: Ini lho, Mas. Sapu tangan batik yang aku beli tadi hilang. Jatuh di mana ya?

‘Hi brother. I lose the batik handkerchief I bought. Where is it felt?’

G: Wah ya di mana, Bu? Mungkin di jalan ya … barang bawaan Ibu kan banyak.

Mari kita cari bareng-bareng, Bu. ‘Wow, where is it, Madam? Maybe on the

way … you bring many goods. Let’s find together, Madam.’

T: Ya mari. Terima kasih, Mas.. ‘Okay. Thank you, brother.’

203

In the underlined expressions, it shows clearly that G maximised between

self and other. Knowing T was confused to look for a batik handkerchief which

lose after had been bought, G offered himself to look for it together. G advised to

T that the batik handkerchief might be fall down on the way from the batik shop

to the bus parking area. It fell down probably because too many merchandizes

bought by T so that she was not aware of it.

Based on the above analysis, it can be inferred that the G’s expressions Wah

ya di mana, Bu? Mungkin di jalan ya … barang bawaan Ibu kan banyak. Mari

kita cari bareng-bareng, Bu ‘Wow, where is it, Madam? Maybe on the way …

you bring many goods. Let’s find together, Madam’ follow the Leech’s SM

(maximise sympathy between self and other).


sympathy maxim was implemented because the tour guide tried to help the tourist

who had lost her merchandise.


sympathy maxim in tourism-service register.




hundreds of stairs.

T: It looks steep! These stair steps are safe, right? I’m scared, better to stay here.

G: You don’t have anything to worry about. We do about 100 trips a day trek up

and down the stair steps, and these tours have been going on for over ten years

without any accidents. I’m sure you can trek down through these stairs. Let’s

try it! Your tiresome will be paid by the beauty of the waterfall.

204

In the above underlined expressions, it seems that G did not maximise

sympathy between him and T. Although he was trying to convince T by explaining

that there had never been an accident on the tour and motivated her that she would

be able to trek down through the stairs, T felt be forced to do what she did not

want to do.

A wise alternative solution that shows sympathy to T was probably by

offering her to ride a horse. Tourists can hire a horse with a coachman to trek

down and up the stair steps through flatter steps with reasonable rate. Although

the route is farther than the usual route, the riding horse route is safer and more

convenient.

From the above analysis, it can be inferred that the tour guide’s utterances

You don’t have anything to worry about … I’m sure you can trek down through

these stairs. Let’s try it! do not follow the Leech’s SM (maximise sympathy

between self and other).

Why did the tour guide violate the Leech’s sympathy maxim? The

sympathy maxim was not implemented because the tour guide did not like the

tourist who was spoiled and difficult to be organised.

Another example of the violation of sympathy maxim in tourism-service



female tourist (T) at Cetho Temple

T: Masih berapa trap lagi Pak untuk sampai ke puncak candi? ‘Still how many

traps to arrive at the top of the temple, Sir?’

G: Dua trap lagi, Mbak. Itu sudah kelihatan dari sini. ‘Two more traps, Miss. It

has been seen from here.’

205

T: Tapi aku udah capek banget nih. Aku nunggu di sini aja, ya? ‘But I’ve been

very tired. I’ll wait for here, okay?’

G: Gimana to, Mbak. Masih muda kok gampang capek. Aku yang udah tua aja

masih kuat. Ayo jalan lagi! ‘Why, Miss? You’re still young but easy to be

tired. I’ve been old but still strong. Let’s move again!‘

In the underlined expressions, it seems that G did not maximise sympathy

between self and other. Knowing that T felt very tired and did not want to

continue going up to the top of Cetho Temple, G expressed a mockery to her. G

compared himself who was old but still strong with T who was still young but

easy to feel tired. Moreover G did not advise T to take a break or agree her to

wait, but on the contrary urged her to continue the trip.


Gimana to, Mbak. Masih muda kok gampang capek. Aku yang udah tua aja masih

kuat. Ayo jalan lagi! ‘Why, Miss? You’re still young but easy to be tired. I’ve

been old but still strong. Let’s move again! ‘do not follow the Leech’s SM



sympathy maxim was not implemented because the tour guide tried to show off

his strength to climb up the stairs of the temple.

One more example of the violation of sympathy maxim in tourism-service



tourist (T) at an entrance gate of Sangiran Pre-Historic

Museum

G: Sovenir miniatur kampaknya jadi dibeli, Bu? ‘You bought the adze miniature,

206

Sir?’

T: Ya jadi, Mas. Tapi saya belinya kemahalen. ‘Yes, brother. But I bought it too

expensive.’

G: Kok bisa, Bu? ‘How can, Madam?’

T: Lha itu temanku malah dapet harga yang murah banget. ‘That is it! My friend

has got it very cheap.’

G: Ya salah Ibu sendiri. Tadi kan dah saya ingatkan. Kalau di sini harus pintar-

pintar nawar, setidaknya separoh dari harga yang ditawarkan penjual gitu,

lho. ‘It’s your mistake, Madam. I had reminded you. You should be smart to

bargain in this area, at least a half of the price offered by the seller.’

In the underlined expressions, it shows clearly that G did not maximise

sympathy between self and other. T said that she lose her money because she

bought an adze miniature souvenir much more expensive than the one bought by

her friend. The G’s response was not sympathetic because he blamed T about it.

Moreover, G claimed that he had reminded T to be smart in bargaining a souvenir

in this area. He had also given a tip to buy a souvenir by bargaining a half price of

the price which was offered by a seller.

Based on the above analysis, it can be inferred that the G’s expressions Ya

salah Ibu sendiri. Tadi kan dah saya ingatkan. Kalau di sini harus pintar-pintar

nawar, setidaknya separoh dari harga yang ditawarkan penjual gitu, lho ‘It’s your

mistake, Madam. I had reminded you. You should be smart to bargain in this area,

at least a half of the price offered by the seller’ do not follow the Leech’s SM



sympathy maxim was not implemented because the tour guide did not like the

tourist who did not obey his advice.

207

5.8 Recapitulation of Politeness Principles

Based on the data analysis in the Chapter 5 above, it can be recapitulated

the following summary:

Tourism service providers in Central Java used various politeness principles

in tourism-service register to serve their tourists. The politeness principles they

used from the most to the least frequency are: (1) generosity maxim, (2) tact

maxim, (3) agreement maxim, (4) approbation maxim, (5) sympathy maxim and

(6) modesty maxim.

The reasons why the tourism service providers used politeness principles in

tourism-service register are: (1) to satisfy the tourists, (2) to give bonus to the

tourists, (3) to keep the tourist’s safety, (4) to show professionalism, (5) to

implement standard operation procedure (SOP) for serving tourists, (6) to promote

places of interest to tourists, (7) to give information and advice to tourists, (8) to

respect the tourists, (9) to make the tourists happy and (10) to express guilty of not

doing something needed by the tourists.

Besides that, tourism service providers in Central Java did not use various

politeness principles in tourism-service register to serve their tourists. The

politeness principles they violated from the most to the least frequency are: (1)

agreement maxim, (2) sympathy maxim, (3) approbation maxim, (4) modesty

maxim, (5) generosity maxim and (6) tact maxim.

The reasons why the tourism service providers violated politeness

principles in tourism-service register are: (1) they were very busy, (2) they did not

want to make a mistake, (3) they did not want to get loss, (4) to prioritise getting

208

money than satisfying the tourists, (5) to avoid doing a job that was not their duty,

(6) they did not like the tourists who did not obey their advice, (7) they did not

like the tourists who gave them annoyance, (8) to show off their capability to the

tourists, (9) they did not like the tourists who was sceptical of their belongings,

(10) to clarify the facts, (11) to implement the company rules, (12) to correct the

tourists’ opinion, (13) to stop a debate with the tourists and (14) they did not like

the tourists who were spoiled and were difficult to be organised.

209

CHAPTER 6

POLITENESS STRATEGIES


6.1 Introduction

Brown and Levinson (1987) assume that every individual has two types of

face, positive and negative. Positive face is defined as the individual’s desire that

her/his wants be appreciated and approved of in social interaction whereas

negative face is the desire for freedom of action and freedom of imposition.

Politeness strategies will therefore be those which aim (1) at supporting or

enhancing the addressee’s positive face (positive politeness) and (2) at avoiding

transgression of the addressee’s freedom of action and freedom from imposition

(negative face).

Furthermore Brown and Levinson classify the positive politeness strategies

into 15 (fifteen) strategies and the negative politeness strategies into 10 (ten)

strategies. The former strategies are: (1) Notice, attend to H (her/his interests,

wants, needs, goods, etc.), (2) Exaggerate (interest, approval, sympathy with H),

(3) Intensify interest to H, (4) Use in-group identity markers in speech, (5) Seek

agreement in safe topics, (6) Avoid disagreement, (7) Presuppose/raise/assert

common ground, (8) Joke, (9) Assert or presuppose knowledge of and concern for

hearer’s wants, (10) Offer, promise, (11) Be optimistic, (12) Include both S and H

in the activity, (13) Give or ask for reasons, (14) Assume or assert reciprocity and

(15) Give gifts to H (goods, sympathy, understanding, cooperation). The latter

210

strategies are: (1) Be conventionally indirect, (2) Question, hedge, (3) Be

pessimistic, (4) Minimise the imposition, (5) Give deference, (6) Apologise, (7)

Impersonalise the S and H, (8) State the FTA as a general rule, (9) Nominalise and

(10) Go on record as incurring a debt, or as not indebting H.

Tourism service providers in Central Java used various positive politeness

strategies (PPS) in tourism-service register to communicate with tourists. The PPS

they used can be classified into fifteen groups: (1) PPS1: Notice, attend to H

(her/his interests, wants, needs, goods, etc.), (2) PPS2: Exaggerate (interest,

approval, sympathy with H), (3) PPS3: Intensify interest to H, (4) PPS4: Use in-

group identity markers in speech, (5) PPS5: Seek agreement in safe topics, (6)

PPS6: Avoid disagreement, (7) PPS7: Presuppose/raise/assert common ground, (8)

PPS8: Joke, (9) PPS9: Assert or presuppose knowledge of and concern for

hearer’s wants, (10) PPS 10: Offer, promise, (11) PPS11: Be optimistic, (12)

PPS12: Include both S and H in the activity, (13) PPS13: Give or ask for reasons,

(14) PPS14: Assume or assert reciprocity and (15) PPS15: Give gifts to H (goods,

sympathy, understanding, cooperation).

6.2 Positive Politeness Strategies (PPS)

6.2.1 PPS1: Notice, attend to H

The following is an example of the implementation of PPS1 in tourism-

service register.

Data (43) Context: Conversation between a male guide (G) and a male tourist

(T) on the way from Adisumarno Airport to Hotel Sahid

Jaya Solo

211

T: Maaf ya, Anda harus menunggu lama di bandara. Pesawatnya terlambat

hampir satu jam. ‘Sorry to keep you waiting for a long time in the airport. The

flight was late almost an hour.’

G: Wah, iya ya. Bapak juga kelihatan lelah dan pasti merasa lapar. Bagaimana

kalau kita mampir di restoran dalam perjalanan menuju hotel? ‘It’s right. You

also look tired, and must be hungry. How about having meals in a restaurant on

the way to hotel?’

T: Wah ide bagus itu. ‘That’s a good idea.’

In the underlined expressions, it shows that the tour guide paid attention to

the physical condition of his tourist. Knowing that the guest looked tired and

guessing that he was hungry, the tour guide offered him to have meals. By this

kind of attention, it can be inferred that the tour guide’s utterances Bapak juga

kelihatan lelah dan pasti merasa lapar. Bagaimana kalau kita mampir di restoran

dalam perjalanan menuju hotel? ‘You also look tired, and must be hungry. How

about having meals in a restaurant on the way to hotel?’ follow the Brown and

Levinson’s PPS1 (notice, attend to H).

Why did the tour guide use the PPS1? The PPS1 was used because the tour

guide sympathised with the tourist who looked tired and hungry, and wanted to

make the tourist happy.

Another example of the implementation of PPS1 in tourism-service register

is as follows:

Data (44) Context: Conversation between a tour guide (G) and tourists (T1,

T2) at Tawangmangu Resort

G : Wah hebat banget kalian ya! Menuruni tangga sebanyak itu tapi badannya

tetap fit. ‘You’re great! Stepping down many stairs, but you are still fit.’

T1: Terima kasih. Mungkin karena udaranya segar dan pemandangannya indah

jadi kami tak merasa capek. ‘Thanks. Maybe because the weather is fresh and

212

the scenery is beautiful. So, we don’t feel tired.’

G : Tapi nanti pulangnya justru kita akan menaiki tangga, jadi butuh tenaga yang

lebih besar. ‘But we should go back by stepping up the stairs after this. So, it

needs bigger power.’

T2: Oke … akan kita buktikan. ‘Okay … we’ll prove it’

In the underlined expressions, it seems that the tour guide paid attention in

the form of praise to the tourists. The praise was given because the tourists were

able to step down the stairs at Tawangmangu Resort without looking tired. By this

kind of praise, it can be inferred that the tour guide’s utterances Wah hebat banget

kalian ya! Menuruni tangga sebanyak itu tapi badannya tetap fit. ‘You’re great!

Stepping down many stairs, but you are still fit’ follow the Brown and Levinson’s

PPS1 (giving special attention to H).

Why did the tour guide use the PPS1? The PPS1 was used it because the

tour guide wanted to motivate the tourist to have enthusiastic in stepping down

and then stepping up the stairs of Tawangmangu Resort.

Unlike the above examples, the following example is a violation of PPS1 in



at Radya Pustaka Museum

T: Wah kerisnya bagus-bagus banget, ya? Koleksinya juga lengkap. ‘Wow, the

daggers are beautiful, aren’t they? Their collection is also complete.’

G: Sudah-sudah. Waktu kunjungan hampir habis. Sebentar lagi museum akan

ditutup. ‘That’s enough. The time to visit is almost up. For a few moments the

museum will be closed.’

T: Lho gimana to, Pak? Kita kan belum lama lihat-lihatnya? ‘How come, Sir?

We’re still looking around for a short while.’

213

In the underlined expressions, it shows that the tour guide disregarded the

tourist’s interest in the collection of daggers. He did not let the tourist to see it

more for some times, but requested the tourist to leave the place. Therefore, it can

be inferred that the tour guide’s utterances Sudah-sudah. Waktu kunjungan hampir

habis. Sebentar lagi museum akan ditutup. ‘That’s enough. The time to visit is

almost up. For a few moments the museum will be closed’ do not follow the

Brown and Levinson’s PPS1 (notice, attend to H).

Why did the tour guide violate the PPS1? The PPS1 was violated because

the tour guide was very strict to follow the time of visit to the museum and the

visit schedule in the itineraries.

Another example of a violation of PPS1 in tourism-service register is as

follows:


tourist (T) at Kauman Batik Village

T: Aduh ternyata berat juga ya bawa belanjaan segini banyak. ‘Ouch! It’s

apparently heavy to carry as many as this merchandise.’

G: Tapi jalannya agak dipercepat, Bu. Kita buru-buru melanjutkan perjalanan

ke tempat lain. ‘But rather quick your walk, Madam. We’re in hurry to

continue our trip to another place.’

In the underlined expressions, the tour guide did not care how the woman

felt heavy to carry her merchandise. He did not try to help the woman, but

requested her to walk quickly by the reason that they should continue their trip

soon. Therefore, it can be inferred that the tour guide’s utterances Tapi jalannya

agak dipercepat, Bu. Kita buru-buru melanjutkan perjalanan ke tempat lain. ‘But

rather quick your walk, Madam. We’re in hurry to continue our trip to another

214

place’ do not follow the Brown and Levinson’s PPS1 (notice, attend to H).


the tour guide was very busy to organise the tourists to go back to the tourist bus

in order to continue the trip fast.

6.2.2 PPS2: Exaggerate (interest, approval, sympathy with H)


service register.


tourist (T) at Kauman Batik Village. T was learning how

to make batik

T: Lihat ini hasil batikanku. Bagaimana pendapatmu, Mas? ‘Look at this, my

creation of batik. What do you think, brother?’

G: Coba saya lihat … Betul-betul indah! Tidak kalah dibanding pembatik

profesional. ‘Let me see … It’s really beautiful! Not inferior to a professional

batik creator.’

In the underlined expressions, it looks that the tour guide lauded the tourist

for her batik creation. The way he lauded was an exaggeration by stating that the

batik creation she made equaled to the same quality as one made by a professional

batik creator. Therefore, it can be inferred that the tour guide’s utterances Betul-

betul indah! Tidak kalah dibanding pembatik profesional. ‘It’s really beautiful!

Not inferior to a professional batik creator’ follow the Brown and Levinson’s

PPS2 (exaggerate approval with H).


guide wanted to make the tourist happy.

215


is as follows:


on a boat at Gajah Mungkur Dam

T: Ganti saya yang mendayung coba, Pak. ‘Let me try to row, Sir.’

G: Ya silakan. ‘Yes, please.’

T: Bagaimana Pak kecepatannya? ‘How about the speed, Sir’

G: Luar biasa! Ternyata Anda bisa mendayung lebih cepat dari saya. Perahunya

juga lebih stabil jalannya. ‘Terrific! You’re really able to row more than I do.

The boat also moves more stably.’

In the underlined expressions, it appears that the tour guide made an

exaggeration to the tourist by commenting that it was amazing for a tourist like

him to be able to row faster and more stable. By the exaggeration, it can be

inferred that the tour guide’s utterances Luar biasa! Ternyata Anda bisa

mendayung lebih cepat dari saya. Perahunya juga lebih stabil jalannya. ‘Terrific!

You’re really able to row more than I do. The boat also moves more stably’ follow

the Brown and Levinson’s PPS2 (exaggerate approval with H).


guide wanted to make the tourist happy and then the tourist was willing to

continue rowing the boat.




tourist (T) at Janti Fishery Court

G: Ayo cepat ditarik pancingnya … jangan sampai lepas ikannya! ‘Come on!

Pull the fishhook quickly … don’t let the fish released.’

216

T: Horeee! … kena … aku dapat ikan besar kali ini! ‘Hurray! … hit … I get a

big fish this time!’

G: Langsung dimasukkan ember lho, jangan dilepas lagi ya! ‘Put it directly into

the bucket, don’t release it again!’

In the underlined expressions, it seems that the tour guide wass not

interested in commenting the happy feeling expressed verbally by the tourist.

Instead of exaggerating interested feeling to the tourist, he was even requesting

the tourist to put the fish directly into the bucket. Therefore, it can be inferred that

the tour guide’s utterances Langsung dimasukkan ember lho, jangan dilepas lagi

ya! ‘Put it directly into the bucket, don’t release it again!’ do not follow the Brown

and Levinson’s PPS2 (exaggerate sympathy with H).


the tour guide gave priority to order the tourist to put the fish directly into the

bucket than to give praise to her.

Another example of the violation of PPS2 in tourism-service register is as

follows.


at Triwindu Antique Market

T: Lihat nih, Mas. Aku dapat cincin akik bagus. Hanya dengan seratus ribu

rupiah. Tadi penjualnya minta lima ratus ribu. Sudah bagus, murah lagi.

‘Look at this, brother. I’ve got a beautiful carnelian ring. Only with a hundred

thousand rupiahs. The seller offered it five hundred thousands. It’s beautiful

and cheap.’

G: Kalau seratus ribu ya ndak murah. Saya dapat lebih bagus dari itu, bahkan

hanya dengan harga lima puluh ribu. ‘A hundred thousands are not cheap. I

can get the more beautiful on than it, even with only fifty thousands.’

217

In the underlined expressions, it looks that the tour guide did not show his

interest to the tourist’s happy feeling. Instead of exaggerating attention to what

had been obtained by the tourist, he was even claiming that the carnelian ring had

been obtained was cheaper and more beautiful than one obtained by the tourist.

Therefore, it can be inferred that the tour guide’s utterances Kalau seratus ribu ya

ndak murah. Saya dapat lebih bagus dari itu, bahkan hanya dengan harga lima

puluh ribu. ‘A hundred thousands are not cheap. I can get the more beautiful on

than it, even with only fifty thousands’ do not follow the Brown and Levinson’s

PPS2 (exaggerate sympathy with H).


the tour guide did not like the tourist who had bargained for the souvenir directly

to the souvenir seller without his involvement. In Solo City, there is a gentleman’s

agreement between the souvenir sellers and the tour guides that tour guides will

get a commission from the souvenir sellers if they can help tourists to buy their

souvenirs.

6.2.3 PPS3: Intensify interest to H


service register.






G: That’s a good question. Until now I haven’t had any bad experience with

218

them. Unless you tease them, they don’t attack people. Most of them are tame.

Just like the ones we met at the entrance.

In the underlined expressions, the tour guide inserted the question Does

anybody see the apes over there? and the utterance See? during his conversation

with the tourist. The purpose of inserting the question and the utterance was to

stimulate the tourist to involve in the interaction. By this insertion, it can be

inferred that the tour guide’s question Does anybody see the apes over there? and

the utterance See? follow the Brown and Levinson’s PPS3 (intensify interest to

H).


guide wanted to show the tourists a rare happening when a group of monkeys

were running through branches of trees. That view was a great moment to take a

photograph.


is as follows:


traveling in a group before they arrive at Diamond

Restaurant


you aggressively. So, if you are going to buy, better do it in a souvenir shop or

something like that. One more thing, if you ask how much, that means that

you are interested to buy. They will force you to buy it, and you must buy. So,

be careful.



they’ll do their best to sell a high price to foreigners. … Here we are … Ladies

219

and gentlemen, serve yourself to have lunch. The time for lunch is

approximately one hour. I’ll repeat, one hour for having lunch, OK?

In the first underlined expressions, the tour guide inserted the utterances You

know to the tourists in order that they would involve in the interaction. After they

involved in it, he also inserted the utterances Yes, you see in the second underlined

expressions to explain why many souvenir sellers in front of the restaurant were

so aggressive. Moreover, in the third underlined expressions, he inserted the

utterances I’ll repeat and OK? to remind them for not spending the time for

having lunch more than an hour. By the insertions, it can be inferred that the tour

guide’s utterances You know, around the restaurant, there are many souvenir

sellers who offer you aggressively; Yes, you see, the common people often have a

hard life to earn money and I’ll repeat, one hour for having lunch, OK? follow the

Brown and Levinson’s PPS3 (intensify interest to H).


guide wanted to give a warning to the tourists to be careful with the souvenir

sellers in order to avoid something unwanted and to be strict in spending time for

having lunch.

One more example of the implementation of the PPS3 in tourism-service


Data (22) Context: Conversation between a restaurant waiter (W) and a

guest (G) in Diamond Restaurant

W: Good afternoon, Madam. May I take your order?

G: Yes, please. To start with I’ll have vegetable salad in peanut sauce, or what is

the term?

W: Gado-gado, Madam.

220

G: Yes, I remember, gado-gado.

W: And what would you like to follow?

G: Tell me, how is the trout with almonds cooked?

W: It’s fried in butter, Madam, with roasted almonds. Then there’s a squeeze of

lemon juice.


W: And what for the drink, Madam?

G: I think I’ll have mango juice.

W: Would you like anything else?

G: No, thank you.

W: Gado-gado, trout almonds and mango juice for the drink. Is that correct?

G: Yes. That’s it.

In the underlined expressions, the waiter inserted the utterances Is that

correct? by the purpose to not only involving the guest in the interaction, but also

letting her agreed or disagreed of what had been written in the waiter’s captain

order sheet. By the kind of insertion, it can be inferred that the waiter’s utterances

Gado-gado, trout almonds and mango juice for the drink. Is that correct? follow

the Brown and Levinson’s PPS3 (intensify interest to H).

Why did the restaurant waiter use the PPS3? The PPS3 was used because the

waiter tried to check the meals order in order to avoid mistakes. By confirming to

the guest about the correctness of the meal items ordered, some mistakes which

might be caused by a misunderstanding of their conversation could also be

avoided.



221


tourist (T) at Mount Merapi National Park

T: Indah sekali ya pemandangan di sini? Udaranya sejuk lagi, iya kan? ‘The

scenery here is really beautiful, isn’t it? Moreover, the weather is cool, isn’t

it?’

G: Saya kira biasa aja tu. Mungkin karena saya sudah sering ke sini. ‘It’s usual I

think. Maybe because I used to visit here.’

In the underlined expressions, the tour guide did not insert utterances or

questions to stimulate the tourist to intensify interest to her, but giving his own

opinion that declined the interest to her. Therefore, it can be inferred that the

utterances Saya kira biasa aja tu. Mungkin karena saya sudah sering ke sini. ‘It’s

usual I think. Maybe because I used to visit here’ do not follow the Brown and

Levinson’s PPS3 (intensify interest to H).


the tour guide had unhappy feeling to the tourist who had troubled him to bring

her bag since they were at the car parking area.


follows:


at Radya Pustaka Museum

T: Aduh! Aku kok takut lihat raksasa kepala perahu itu. Wajahnya seram banget

ya? ‘Ow! I’m scary to see the giant of the head boat. It’s face is very terrible,

isn’t it?’

G: Santai aja. Nggak apa-apa, kok. Itu kan barang mati. Nggak mungkin akan

nggigit. ‘Be calm, please. Don’t be afraid. It’s a dead statue. It’s impossible to

bite you.’

222

In the underlined expressions, the tour guide did not insert utterances or

questions to stimulate the tourist to intensify interest to him, but giving moderate

statement that cooled down the tourist frighten feeling. Therefore, it can be

inferred that the utterances Santai aja. Nggak apa-apa, kok. Itu kan barang mati.

Nggak mungkin akan nggigit ‘Be calm, please. Don’t be afraid. It’s a dead statue.

It’s impossible to bite you’ do not follow the Brown and Levinson’s PPS3

(intensify interest to H).


the tour guide wanted to comfort the tourist who was afraid of the statue. He

positioned himself as a brave person who was not influenced by the tourist’s

feeling and who was ready to protect the tourist.

6.2.4 PPS4: Use in-group identity markers


service register.


at Tawangmangu Resort. G, T and their group were

stepping up the stairs

G: Aku istirahat dulu sebentar di sini ya? Minta aquanya dong, haus banget nih.

‘I’ll take a break for a moment here, okay? Give me the mineral water please,

I’m very thirsty.’

T: Ya ini. Tapi istirahatnya sebentar aja ya teman-teman. Tinggal beberapa

tanjakan lagi kita akan sampai gerbang keluar. Itu sudah kelihatan dari sini.

‘Here you are. But the break cannot be too long, friends. Some more traps

we’ll arrive at the exit gate. That’s seen from here.’

In the underlined expressions, the tour guide used the address form teman-

223

teman ‘friends’ which functioned to make a close relation between the tourists and

him at once. Therefore, it can be inferred that the use of the utterances Tapi

istirahatnya sebentar aja ya teman-teman ‘But the break cannot be too long,

friends’ in the above conversation follow the Brown and Levinson’s PPS4 (use in-

group identity markers).

Why did the tour guide use the PPS4? The PPS4 was used because the

relationship between the tour guide and the tourists had been intimate.


is as follows:

Data (54) Context: Conversation between a guide (G) and a tourist (T) at

Kauman Batik Village. T was carrying the batik

merchandise to the bus park

T: Masih jauh parkiran bisnya, Pak? ‘The bus park is still far, Sir?’

G: Ya masih jauh, Mbak. Mari saya bantu bawakan Mbak, biar cepat sampai

parkiran bis. ‘Yes, it’s still far, sister. Let me help you to carry it sister, to

arrive at the bus park quickly.’

In the underlined expressions, the tour guide used the address form mbak

‘sister’ to make a close relation between the tourist and him at once. By the

address form, it can be inferred that the use of the utterances Ya masih jauh, Mbak.

Mari saya bantu bawakan Mbak, biar cepat sampai parkiran bis ‘Yes, it’s still far,

sister. Let me help you to carry it sister, to arrive at the bus park quickly’ in the

above conversation follow the Brown and Levinson’s PPS4 (use in-group identity

markers).


relationship between the tour guide and the tourist had been intimate and the

224

tourist was not too busy to carry bags and other merchandises.



Data (55) Context: Conversation between a tour guide (G) and a student

tourist (T) at Sangiran Pre-Historic Museum

G: Inilah pintu masuk museum prasejarah Sangiran. ‘This is the entrance of

Sangiran Pre-Historic Museum.’

T: Mana fosil manusia purbanya, Pak? ‘Where is the hominid fossil, Sir?’

G: Ada di dalam sana. Tapi peraturannya, kalian dilarang menyentuh semua

benda yang dipajang di sana ‘Inside, over there. But the rule is you are not

allowed to touch all things displayed there.’

In the underlined expressions, the tour guide used the address form kalian

‘you’ which functioned to harden the imperative power of his utterance to the

tourists (students). Therefore, it can be inferred that the use of the utterances Tapi

peraturannya, kalian dilarang menyentuh semua benda yang dipajang di sana

‘But the rule is, you are not allowed to touch all things displayed there’ in the

above conversation do not follow the Brown and Levinson’s PPS4 (use in-group

identity markers).


the tour guide positioned himself as a superior person to the students, like a

teacher to students in schools in Central Java who has an authority to warn, to

order and give sanctions.


follows:

225


at Gajah Mungkur Dam

T: Udara sini bener-bener panas. Beda banget dengan daerahku. ‘The weather

here is really hot. Very different from my hometown.’

G: Iya to? Lha situ aslinya mana to? ‘Is it? So, where are you from?’

T: Bandung. ‘Bandung.’

In the underlined expressions, the tour guide used the address form situ

‘you’ which made a far relation between the tourist and him at once. By this

address form, it can be inferred that the use of the utterance Lha situ aslinya mana

to? ‘So, where are you from?’ in the above conversation do not follow the Brown

and Levinson’s PPS4 (use in-group identity markers).


the relationship between the tour guide and the tourist had not been intimate. The

tour guide used informal language with Solo dialect to adjust to the tourist who

used informal language with Jakarta dialect.

6.2.5 PPS5: Seek agreement in safe topics


service register.



beginning a tour



G: Yes … yes it is. This is a beautiful hotel and is close to the tourist interests.

Okay, I'll tell you our program this morning. Here is a map of the city. Please

look at your map.


226

In the underlined expressions, the tour guide repeated parts of the tourist’s

utterances to show that he agreed and followed whatever information uttered by

the tourists. Therefore, it can be inferred that the utterances Yes … yes it is. This is

a nice hotel and is close to the tourist interests follow the Brown and Levinson’s

PPS5 (seek agreement).


guide did not want to argue the tourist’s opinion that could lead more arguments.

By agreeing the tourist’s opinion, the tour guide had efficient time to organise the

tourists to follow the tour programs.


is as follows:

Data (57) Context: Conversation between a ticket seller (S) and a visitor (V)

at Pandawa Water World

V: Mbak anak saya usianya kan masih di bawah enam tahun. Kenapa tiketnya

disamakan dengan orang dewasa? ‘Sister, my daughter is still under six years

old. Why you give her an adult ticket?’

S: Oh masih belum enam tahun, ya? Baiklah, akan saya ganti dengan tiket anak-

anak. ‘Oh, he’s still under six year? Well, I’ll change it with a children ticket.’

In the underlined expressions, the ticket seller claimed common ground with

the visitor by seeking ways in which it was possible to agree with him. Therefore,

it can be inferred that the utterances Oh masih belum enam tahun, ya? Baiklah,

akan saya ganti dengan tiket anak-anak ‘Oh, he’s still under six year? Well, I’ll

change it with a children ticket’ follow the Brown and Levinson’s PPS5 (seek

agreement).

Why did the ticket officer use the PPS5? The PPS5 was used because the

227

ticket seller made a mistake in selling the ticket. By changing the adult ticket to

the children ticket, the ticket seller expected that there would not be more

complaints.



Data (58) Context: Conversation between a waiter (W) and a guest (G) at

Galadak Langen Bogan Food Court

W: Ini makanan yang Ibu pesan … selamat menikmati, Bu. ‘This is the meal you

ordered, Madam …Enjoy it, Madam.’

G: Lho mas … tadi aku kan pesan bakmi goreng spesial … kok dikasih begini?.

‘Goodness, brother … I ordered special fried noodle … why you give me

this?’

W: Oh maaf … maaf bu, saya kira bakmi rebus. ‘Oh sorry … sorry Madam, I

thought it boiled noodle.’

G: Gimana to, tadi dengar tidak sih? ‘How come, you heard or not?’

In the underlined expressions, the waiter did not repeat parts of what the

guest said in the preceding conversation related to her meal order. That is why he

made mistakes in serving the kind of meal. Therefore, it can be inferred that the

utterances Oh maaf … maaf bu, saya kira bakmi rebus ‘Oh sorry … sorry Madam,

I thought it boiled noodle’ do not follow the Brown and Levinson’s PPS5 (seek

agreement).

Why did the waiter violate the PPS5? The PPS5 was violated because the

waiter did not write the meals in a captain order sleep. He just relied on his

memory of what had been said by the guest when taking the meals order.

Therefore, he made a mistake because he should remember to much meals order

since there were many guests who were sitting in line to be served.

228

Another example is the violation of PPS5 in tourism-service register is as

follows:


tourist (T) in Natratour office

S: Ini pak tiketnya? ‘This is the ticket, Sir?’

T: Lho mbak ini tiketnya kok beda ya, saya kan pesan tiket kelas ekonomi.

‘Goodness, sister. This is a wrong ticket. I booked an economy-class ticket.’

S: Oh lha saya kira kelas bisnis. ‘Oh that is it! I thought a business class.’

T: Apa kurang jelas bicara saya lewat telpon kemarin? ‘Wasn’t it clear I spoke

through telephone yesterday?’

In the underlined expressions, the ticket seller did not claim common ground

with the tourist by seeking ways in which it was possible to agree with him;

otherwise her utterance led the tourist to complain more. Therefore, it can be

inferred that the utterances Oh lha saya kira kelas bisnis ‘Oh that is it! I thought a

business class’ do not follow the Brown and Levinson’s PPS5 (seek agreement).

Why did the ticket seller violate the PPS5? The PPS5 was violated because

the ticket seller did not reconfirm the types of ticket when she was receiving

reservations through telephone. Another factor that made her the mistake when

receiving reservations was the busy situation in front of her counter with many

customers sitting in line to be served.

6.2.6 PPS6: Avoid disagreement

The following an example is of the implementation of PPS6 in tourism-

service register.


in Radya Pustaka Museum

G: This museum was founded on 28 Oktober 1890 by the King’s Prime Minister,

229

namely Kanjeng Raden Aryo Sosrodiningrat.

T: Wow, it has been long time ago. This is the oldest museum in Indonesia, right?

G: It can be said like that … this is the second oldest museum in Indonesia after

National Museum in Jakarta.

In the underlined expressions, the tour guide tried to avoid disagreement

with the tourist. Instead of saying No, he said It can be said like that, and then

followed by saying this is the second oldest museum … to avoid disagreement in

answering the tourist’s question related to the age of the museum. Therefore, it

can be inferred that the utterances It can be said like that … this is the second

oldest museum in Indonesia after National Museum in Jakarta follow the Brown

and Levinson’s PPS6 (avoid disagreement).


guide did not want to blame the tourist’s statement directly, but corrected it

indirectly in order to avoide irritating the tourist’s feeling. By using the strategy, it

was considered that the tour guide told the truth.


is as follows:


tourist (T) at Sukuh Temple

T: Apa semua patung dan relief di sini menggambarkan erotisme? ‘Are all

statues and relieves here describe eroticism?’

G: Ya memang terlihat patung dan relief menggambarkan erotisme di sana sini.

Tetapi sebenarnya tidak semuanya, seperti yang di sebelah kanan sana

menggambarkan proses pembuatan keris. ‘Yes, it really seems that the statues

and relieves describe eroticism everywhere. But in fact not all, as on the far

right which describes the process of making dagger.’

230

In the underlined expression, the tour guide appeared to agree with the

tourist at the first utterance to avoid disagreement with the tourist. After that he

continued to utter more explanation which expressed his slightly disagreement

with the tourist. Therefore, it can be inferred that the utterances Ya memang

terlihat patung dan relief menggambarkan erotisme di sana sini. Tetapi

sebenarnya tidak semuanya, seperti yang di sebelah kanan sana menggambarkan

proses pembuatan keris ‘Yes, it really seems that the statues and relieves describe

eroticism everywhere. But in fact not all, as on the far right which describes the

process of making dagger’ follow the Brown and Levinson’s PPS6 (avoid

disagreement).


guide tried to change the tourist’s attention from the erotic relieves to the making

dagger-relieves. By using the strategy, the tour guide kept the tourist’s interest to

the other parts of the temple since she began to feel bored with the erotic relieves.


PPS6 in tourism-service register.



T: Semua benda koleksi di sini kelihatan begitu artistik. Semuanya seratus

persen barang kuno asli kan? ‘All collections here look so artistic. Are they a

hundred percent original ancient?’

G: Oh tidak. Ada sebagian kecil yang merupakan duplikat, terutama patung-

patung Agastya yang dicuri tahun dua ribu limaan dan sampai sekarang

belum ditemukan. ‘Oh no. Very view of them are duplicate, particularly the

Agastya statues which were stolen in two thousands and five and not been

found yet until now.’

231

In the underlined expressions, the tour guide did not try to avoid

disagreement with the tourist. The other way he answered the tourist’s question

with the utterance was opposite to the tourist’s perception related to the museum

collections. Therefore, it can be inferred that the utterances Oh tidak. Ada

sebagian kecil yang merupakan duplikat, terutama patung-patung Agastya yang

dicuri tahun dua ribu limaan dan sampai sekarang belum ditemukan ‘Oh no. Very

view of them are duplicate, particularly the Agastya statues which were stolen in

two thousands and five and not been found yet until now’ do not follow the

Brown and Levinson’s PPS6 (avoid disagreement).


tour guide wanted to respond the tourist’s statement directly. By using the

strategy, the tour guide tried to tell the truth about the carelessness of the museum

officers in keeping the collections.


follows:

Data (63) Context: Conversation between a waiter (W) and a visitor (V) at

Janti Fishery Court

V: Lho mas, ikan bakarnya kok cepat sekali matangnya? Baru beberapa menit

sudah dihidangkan. Berarti nggak pakai ikan segar ya? ‘Goodness brother,

how come the roasted fish is well done fast? It means that you didn’t use fresh

fish, did you?’

W: Tetap pakai ikan segar, Pak. Maksud saya, karena butuh waktu lama untuk

memasak ikan segar, kami selalu menyimpan stok ikan yang sudah digoreng,

… lalu kami tinggal membakarnya sebentar. ‘I used fresh fish, Sir. I mean,

because it needs long time to cook fresh fish, we always have stock of fried

fish … then we just roast it for a moment.’

232

In the underlined expressions, the waiter did not try to avoid disagreement

with the visitor. On the contrary he answered the tourist’s question steadily with

the utterance which was opposite to the visitor’s perception related to the fresh

fish. Therefore, it can be inferred that the utterances Tetap pakai ikan segar, Pak.

Maksud saya, karena butuh waktu lama untuk memasak ikan segar, kami selalu

menyimpan stok ikan yang sudah digoreng, … lalu kami tinggal membakarnya

sebentar ‘I used fresh fish, Sir. I mean, because it needs long time to cook fresh

fish, we always have stock of fried fish … then we just roast it for a moment’do

not follow the Brown and Levinson’s PPS6 (avoid disagreement).

Why did the waiter violate the PPS6? The PPS6 was violated because the

waiter tried to give explanation about the method of cooking to the visitor. By

using the strategy, the waiter expected that he would not disappoint the visitor.

6.2.7 PPS7: Presuppose/raise/assert common ground


service register.


in Kauman Batik Village

T: Harga barang-barang di sini kok mahal-mahal ya mas, tidak bisa ditawar

lagi. ‘Why the prices of goods here expensive brother, moreover cannot be

bargained.’

G: Ya untuk toko ini memang barangnya mahal-mahal, dan harganya pas. ‘Yes,

in this shop the goods are really expensive, and the prices are fixed.’

In the underlined expressions, the tour guide presupposed the opinion about

the expensive prices in the shop which was the same as the tourist’s opinion. By

233

the presupposition, it can be inferred that the utterances Ya untuk toko ini memang

barangnya mahal-mahal, dan harganya pas ‘Yes, in this shop the goods are really

expensive, and the prices are fixed’ follow the Brown and Levinson’s PPS7

(presuppose/raise/assert commond ground).


guide wanted to explain the tourist that some big souvenir shops in Kauman Batik

Village sell high quality goods and apply fixed price, but some others sell medium

and low quality goods and the price can be bargained.

One more example of the implementation of PPS7 in tourism-service



at Cetho Temple

T: Wah belum sampai puncak candi kok sudah capek banget rasanya ya? ‘Hey!

Not arriving at the top of the temple yet, but I feel very tired?’

G: Ya memang capek, mbak. Saya aja yang sudah berkali-kali ke sini juga

merasa capek. ‘Yes, it is really tired, sister. I myself who have come here

many times also feel tired.’

In the underlined expressions, the tour guide raised the common ground

about the tiring condition during stepping the temple up supported by the proof

which was the same as the tourist’s opinion. By the raise of common ground, it

can be inferred that the utterances Ya memang capek, mbak. Saya aja yang sudah

berkali-kali ke sini juga merasa capek ‘Yes, it is really tired, sister. I myself who

have come here many times also feel tired’ follow the Brown and Levinson’s

PPS7 (presuppose/raise/assert commond ground).


234

guide tried to show his solidarity to the tourist that climbing the Cetho Temple

made both the tourist and the tour guide tired.




at Galadag Langen Bogan Food Court. G and T were

eating fried rice

T: Nasi gorengnya di sini kok asin ya mas? ‘Why the fried rice here is salty,

brother?’

G: Ah ya ndak to pak. Menurut saya sudah pas, baik asinnya maupun pedasnya.

‘Oh no, of course not, Sir! I think it’s just enough, either the salty or the spicy.’

In the underlined expressions, the tour guide did not presuppose the opinion

about the taste of fried rice which was the same as the tourist’s opinion. On the

contrary he answered the tourist’s question with the utterance supported by the

explanation which was different from the tourist’s opinion. Therefore, it can be

inferred that the utterances Ah ya ndak to pak. Menurut saya sudah pas, baik

asinnya maupun pedasnya ‘Oh no, of course not, Sir! I think it’s just enough,

either the salty or the spicy’ do not follow the Brown and Levinson’s PPS7



the tour guide did not want to be blamed by the tourist that he recommended a

wrong food court. In other words, the tour guide tried to defend himself that they

were eating the best food available for tourists in Solo City.

One more example of the violation of PPS7 in tourism-service register is as

follows:

235


at Kasunanan Palace

T: Rasanya jadi abdi dalem di sini kok terikat banget sama aturan keraton ya? ‘It

seems that being a palace servant here is very bound by the palace rules, isn’t

it?’

G: Ya ndak lah. Sebagai guide yang juga abdi dalem di sini saya merasa bebas

beraktivitas di luar tembok keraton. Di dalam keraton pun saya tetap merasa

nyaman ‘Of course not. As a tour guide and also a palace servant here I feel

free to activate outside the palace wall. Even inside the palace I still feel

comfortable.’

In the underlined expressions, the tour guide did not raise the common

ground about the unfreedom feeling as a palace servant. On the other way he

answered the tourist’s question with the utterance supported by the explanation

which was different from the tourist’s opinion. Therefore, it can be inferred that

the utterances Ya ndak lah. Sebagai guide yang juga abdi dalem di sini saya

merasa bebas beraktivitas di luar tembok keraton. Di dalam keraton pun saya

tetap merasa nyaman ‘Of course not. As a tour guide and also a palace servant

here I feel free to activate outside the palace wall. Even inside the palace I still

feel comfortable’ do not follow the Brown and Levinson’s PPS7



the tour guide tried to show the tourist that he enjoyed his profession as a tour

guide and felt comfortable to have activities either inside or outside the palace.

6.2.8 PPS8: Joke


236

service register.


at Cetho Temple

G: Ini namanya kentongan. Kalau di Bali namanya kul kul. Dibunyikan setiap

kali ada upacara keagamaan. Tujuannya untuk memanggil umat Hindu yang

akan bersembahyang di candi ini. ‘This is a kentongan. It’s named kul kul in

Bali. Struck to sound an alarm every time a religious ceremony is held. The

purpose is to call Hindu community who will pray in this temple.’

T: Kok kentongannya dibungkus pakai kain kotak-kotak gitu to, Pak? ‘Why the

kentongan is wrapped by checkered cloth, Sir?’

G: Lha kalau dibungkus pakai daun pisang nanti dikira lemper. ‘Well, yes, of

course! If wrapped by banana leaf will be thought as steamed rice snack.’

T: (Laughed).

In the underlined expressions, the tour guide made a joke to the tourist in

order that the tourist felt at ease with the quiet situation of the temple. By this

joke, laugh or at least smile would come out from the tourist’s mouth. Therefore,

it can be inferred that the utterances Lha kalau dibungkus pakai daun pisang nanti

dikira lemper ‘Well, yes, of course! If wrapped by banana leaf will be thought as

steamed rice snack’ follow the Brown and Levinson’s PPS8 (joke).


guide tried to change the situation from quiet/serious to relax. For new visitors,

the higher they climbed the temple, the quieter and more sacred they felt the

situation. By using the strategy, the tour guide expected that the tourists would

enjoy the temple visit.


is as follows:

237

Data (121) Context: Conversation between a female tour guide (G) and

tourists (T1, T2) in Mangkunegaran Palace

G : This is badhong. Made from twenty two karat gold. Used as koteka, a genital

cover. Used by a prince who goes out without his wife.

T1: For what purpose the prince uses it?

G : To keep the blood line. It will be locked with mantra, magic spell …..

abracadabra… hehehe.

T2: No key?

G : Not with a key. It’s only you who know the password. So, it would be

dangerous if you forget you own password. It cannot be operated…hehehe.

T : (laughed).

In the first underlined expressions, the tour guide made a joke to the tourists

by pronouncing abracadabra in order to illustrate the familiar pronunciation that

they possibly knew well. In the second underlined expressions, the tour guide

made a joke by reminding the tourists to not forget their password if they used the

genital cover. The joke was just to make them laugh. Therefore, it can be inferred

that the utterances It will be locked with mantra, magic spell ….. abracadabra…

hehehe and So, it would be dangerous if you forget you own password. It cannot

be operated…hehehe follow the Brown and Levinson’s PPS8 (joke).


guide tried to explain the antique heirloom with funny expressions which were

easy to be understood by the tourists. By using the strategy, the tour guide

expected that she was able to entertain the tourists.

6.2.9 PPS9: Assert or presuppose knowledge of and concern for hearer’s

wants

238


service register.


male repeater guest (G) in Kusuma Sahid Prince Hotel

G: Gimana kamar superior yang saya booking kemarin? ‘How about the superior

room I booked yesterday?’

R: Sudah kami siapkan, Pak. Kami tahu kesukaan Bapak adalah kamar yang

menghadap kebun, tapi yang ini menghadap taman dan lebih indah

pemandangannya. ‘We have prepared it, Sir. We know that you like the room

faces the garden, but this one faces a park has more beautiful scenery.’

In the underlined expressions, the receptionist asserted her knowledge of

and concerned for the guest’s want to stay in a room he was fond of. By the

expressions, satisfaction was expected to be obtained by the guest. Therefore, it

can be inferred that the utterances Kami tahu kesukaan Bapak adalah kamar yang

menghadap kebun, tapi yang ini menghadap taman dan lebih indah

pemandangannya ‘We know that you like the room faces the garden, but this one

faces a park has more beautiful scenery’ follow the Brown and Levinson’s PPS9

(assert or presuppose knowledge of and concern for hearer’s wants).

Why did the receptionist use the PPS9? The PPS9 was used because the

receptionist intended to change the superior room faced the garden which was still

being occupied by the extended staying guest with the other superior room faced

the park. By using the strategy, the receptionist expected that the guest who was a

hotel customer would feel happy.


is as follows:

239

Data (71) Context: Conversation between a waitress (W) and a male repeater

visitor (V) at Geladag Langen Bogan Food Court

V: Menu istimewa hari ini apa, Mbak? ‘What is your today’s special menu,

sister?’

W: Setahu kami menu favorit Bapak ikan goreng dengan sambal kecap.

Kebetulan sambal kecapnya lagi habis. Jadi kami siapkan sambal terasi yang

justru lebih enak. ‘As I know your favorite menu is fried fish with soy sauce

spices. Just by chance, the soy sauce spices are exhausted. So, I prepare sauce

made with shrimp paste which is exactly more delicious.’

V: Bagus. Pesan dua porsi sekalian ya. ‘Good. I order two portions, please.’

In the underlined expressions, the waitress presupposed her knowledge of

and concerned for the visitor’s want to enjoy the fresh fish with sauce spices he

was fond of. By the expressions, satisfaction was expected to be obtained by the

visitor. Therefore, it can be inferred that the utterances Kebetulan sambal

kecapnya lagi habis. Jadi kami siapkan sambal terasi yang justru lebih enak ‘Just

by chance, the soy sauce spices are exhausted. So, I prepare sauce made with

shrimp paste which is exactly more delicious’ follow the Brown and Levinson’s

PPS9 (assert or presuppose knowledge of and concern for hearer’s wants).

Why did the waitress use the PPS9? The PPS9 was used because the

waitress did not want to let the visitor disappoint for not being able to provide the

sauce spices used to be consumed by the visitor. Moreover, she promoted the

other spices who were well prepared to the visitor to taste.

6.2.10 PPS 10: Offer, promise


service register.

240


from Adi Sumarmo International Airport to Hotel Sahid

Jaya Solo




Kasunanan and Mangkunegaran Palaces, traditional handicraft, batik, and

gamelans. Visit Tawangmangu Resort, Sangiran excavation site, and famous



or pedicab from your hotel for Solo City tour.


In the underlined expressions, the tour guide stressed his cooperation with

the tourists by promising that he would help the tourists to obtain enjoyment

during their stay in Solo City. Furthermore, his promise was followed by his

explanation related to the places of interest in Solo City and how to get there.

Therefore, it can be inferred that the tour guide’s expressions I promise you are

going to enjoy your stay here in Solo follow the Brown and Levinson’s PPS10

(offer, promise).


tour guide wanted to promote the places of interest in Solo City and its

surroundings which have various objects and appropriate to visit.


is as follows:

Data (43) Context: Conversation between a guide (G) and a tourist (T) on the

way from Adisumarno Airport to Sahid Jaya Solo Hotel

T: Maaf ya, Anda harus menunggu lama di bandara. Pesawatnya terlambat

241

hampir satu jam. ‘Sorry to let you wait for long time in the airport. The flight

was late almost an hour.’

G: Wah, iya ya. Bapak juga kelihatan lelah dan pasti merasa lapar. Bagaimana

kalau kita mampir di restoran dalam perjalanan menuju hotel? ‘It’s right. You

also look tired, and must be hungry. How about having meals in a restaurant

on the way to hotel?’

T: Wah ide bagus itu. ‘That’s a good idea.’

In the underlined expressions, the tour guide stressed his cooperation with

the tourists by offering the tourists to stop in a restaurant on the way to hotel to

have meals. His offer was expected to omit the tourist’s hunger. By the

expressions, it can be inferred that the tour guide’s expressions Bagaimana kalau

kita mampir di restoran dalam perjalanan menuju hotel? ‘How about having

meals in a restaurant on the way to hotel?’ follow the Brown and Levinson’s

PPS10 (offer, promise).


tour guide wanted to show his sympathy to the guest and tried to serve him as

well as possible.




Hotel Sahid Jaya Solo and a caller (C) through telephone

C : Saya mau pesan satu kamar untuk malam minggu. ‘I want to book a room

for Saturday night, please.’

RC : Kebetulan untuk malam minggu besok kamar kami sudah dipesan semua,

Pak. ‘Unfortunately all rooms for Saturday night have been booked, Sir.’

C : Satu saja masak nggak bisa sih, Mbak? ‘Can I book just a room, sister?’

242

RC: Begini saja, Pak. Sebenarnya masih ada satu kamar yang baru dipesan

tetapi belum di D/P. ‘Well, Sir. Actually there is still a room just being

booked, but the guest has not paid the down payment yet.’

C : Kalau gitu bisa dialihkan ke saya dong. Biar saya D/P sekarang. ‘Well, it

can be given to me. I’ll pay the down payment, now.’

RC: Maaf kami tidak bisa menjanjikan, Pak. Kami harus nunggu konfirmasi dari

beliau, karena beliau pelanggan kami. ‘I’m sorry, we cannot promise it, Sir.

We should wait for a confirmation from him, because he is our customer.’

In the underlined expressions, the reservation clerk stressed her

incorporation with the tourists by stating that she could not promise to give the

room to the guest. Furthermore, her promise was followed by an explanation

related to her customer. By stating the expressions, it can be inferred that the

reservation clerk’s utterances Maaf kami tidak bisa menjanjikan, Pak. Kami harus

nunggu konfirmasi dari beliau, karena beliau pelanggan kami ‘I’m sorry, we

cannot promise it, Sir. We should wait for a confirmation from him, because he is

our customer’ do not follow the Brown and Levinson’s PPS10 (offer, promise).

Why did the reservation clerk violate the PPS10? The PPS10 was violated

because the clerk gave precedence to the hotel customer who had booked the

room than the caller who would book the room.


follows:

Data (75) Context: Conversation between a female ticket seller (S) of

Nusantara Tours and a male tourist (T) through

telephone

T : Mbak, saya mau pesan tiket penerbangan pertama ke Jakarta untuk besok

pagi. ‘Sister, I want to book a first flight ticket to Jakarta for tomorrow

243

morning, please.’

S : Sebentar saya cek … ya bisa, Pak. ‘Wait moment, I’ll check … yes okay, Sir.’

T : Tapi besok jam delapan saya harus sudah berada di tempat konferensi. Apa

dijamin tidak ada keterlambatan penerbangan seperti biasanya? ‘But at eight

tomorrow I must be in the conference venue. Is it guaranteed there will be no

flight delay as usual?’

S : Maaf saya tidak bisa menjamin, Pak. Itu urusan maskapai, kami hanya

menjualkan tiketnya. ‘I’m sorry I cannot guarantee it, Sir. It’s the enterprise’s

business, we only sell the ticket.’

In the underlined expressions, the ticket seller stressed her incorporation

with the tourists by stating that she could not promise or guarantee to give the

room to the guest. Furthermore, her promise was followed by an explanation

related to her customer. By stating the expressions, it can be inferred that the

ticket seller’s utterances Maaf saya tidak bisa menjamin, Pak. Itu urusan

maskapai, kami hanya menjualkan tiketnya ‘I’m sorry I cannot guarantee it, Sir.

It’s the enterprise’s business, we only sell the ticket’ do not follow the Brown and

Levinson’s PPS10 (offer, promise).

Why did the ticket seller violate the PPS10? The PPS10 was violated

because the ticket seller did not have authority to straighten up the flight company

related to the flight schedules. On the contrary, the flight company had authority

to manage the travel agent related to the flight schedules.

6.2.11 PPS11: Be optimistic


service register.

244

Data (11) Context: Conversation between a bellboy (B) and a hotel guest (G)

in the lobby of Kusuma Sahid Prince Hotel


B: Well, it’s easy for you. If you’ll go there on foot, first, go down this street until

you find a T-junction. Turn left and go east for about two hundred meters until

you see the big statue of Slamet Riyadi Hero at Gladak crossroad. Then, turn

right at the crossroad and go south for about a hundred meter until you see

Alun-alun of Kasunanan Palace. After that, cross the Alun-alun, you will

finally find the two-storey building with a big gate on the right. That’s the

Klewer Market.

In the underlined expressions, the bellboy showed optimistic feeling to the

guest to get to Klewer Market easily. Furthermore, his optimistic feeling was

followed by telling the guest the best way to get to the market. Therefore, it can be

inferred that the bellboy’s utterances Well, it’s easy for you follow the Brown and

Levinson’s PPS11 (be optimistic).

Why did the bellboy use the PPS11? The PPS11 was used because the

bellboy knew well that every visitor would be able to find the Klewer Market

easily. Besides, the location between the hotel and many places of interest in Solo

City was close and the streets along with the landmarks were easy to remember.


is as follows:




hundreds of stairs.


here.

245

G: Yes, you don’t have anything to worry about. We do about 100 trips a day trek

up and down the stair steps, and these tours have been going on for over ten

years without any accidents. I’m sure you can trek down through these stairs.

Let’s try it! Your tiresome will be paid by the beauty of the waterfall.

In the underlined expressions, the tour guide showed optimistic feeling to

the tourist to be able to trek down throgh the stairs of Tawangmangu Resort. After

that his optimistic feeling was followed by the invitation to strat trekking down.

Therefore, it can be inferred that the tour guide’s utterances I’m sure you can trek

down through these stairs follow the Brown and Levinson’s PPS11 (be

optimistic).


tour guide tried to motivate the tourist to be brave to trek down through the stairs

and get the amazing water fall at the end of the stairs.




on a boat at Gajah Mungkur Dam

T: Kelihatannya kok mudah sekali mendayungnya ya? Bisa saya mencobanya,

Pak? ‘It seems so easy to row, isn’t it? Can I try it, Sir?’

G: Ndak usah aja, Mas. Saya tidak yakin kalau Masnya bisa, wong bukan

pegangannya kok. ‘It’s not necessary, brother. I’m not sure you can. It’s not

your specialty.’

In the underlined expressions, the tour guide did not show optimistic feeling

to the tourist to be able to row the boat. After that his feeling was followed by the

unconvincing that the tourist did not have skills to do it. Therefore, it can be

inferred that the tour guide’s utterances Ndak usah aja, Mas. Saya tidak yakin

246

kalau Masnya bisa, wong bukan pegangannya kok ‘It’s not necessary, brother. I’m

not sure you can. It’s not your specialty’ do not follow the Brown and Levinson’s

PPS11 (be optimistic).


the tour guide did not want to let the tourist did a dangerous action which threaten

the boat passengers.


follows:



T: Pak katanya ada jalan tembus dari Candi Sukuh ke Tawangmangu dengan

jalan kaki. Kita coba yuk! ‘Sir, it’s told that there is a perforated way from

Sukuh Temple to Tawangmangu on foot. Let’s try it!’

G: Ya memang ada, Bu. Tapi cukup jauh dari sini dan jalannya naik turun bukit.

Saya khawatir Ibu akan kelelahan, bahkan pingsan di jalan sebelum sampai

Tawangmangu. ‘Yes there is, Madam. But, it’s far enough from here and the

street ups and downs the hill. I’m afraid you will be very tired, even be fainted

on the way before arriving at Tawangmangu.’

In the underlined expressions, the tour guide did not show optimistic feeling

to the tourist to be able to walk until arriving at the Tawangmangu Resort. After

that his feeling was followed by his anxiety that the tourist would be fatigue and

be fainted on the way to Tawangmangu Resort. Therefore, it can be inferred that

the tour guide’s utterances Saya khawatir Ibu akan kelelahan, bahkan pingsan di

jalan sebelum sampai Tawangmangu ‘I’m afraid you will be very tired, even be

fainted on the way before arriving at Tawangmangu’ do not follow the Brown and

Levinson’s PPS11 (be optimistic).

247


the tour guide knew well the condition of the perforated way from Sukuh Temple

to Tawangmangu which was difficult to trek up and down. Besides, he knew well

the power condition of the tourist and her group who were not strong enough to

trek up and down the perforated way.

6.2.12 PPS12: Include both S and H in the activity


service register.


at Mount Merapi National Park

T: Baru berjalan beberapa ratus meter kok sudah capek dan haus ya? ‘Just

walking some hundred meters, we’ve been tired and thirsty, aren’t we?’

G: Ya kalau gitu kita berhenti dulu untuk istirahat dan minum. ‘Okay, so we stop

for taking a break and drinking.’

In the underlined expressions, the tour guide called upon the cooperative

assumptions by including himself and the tourist to stop their trip for taking a

break and drinking. By this activity it was expected that their fatige and thirstiness

would be recovered and lost. Therefore, it can be inferred that the tour guide’s

utterances Ya kalau gitu kita berhenti dulu untuk istirahat dan minum ‘Okay, so

we stop for taking a break and drinking’ follow the Brown and Levinson’s PPS12

(include both S and H in the activity).


tour guide wanted to make the tourist happy by following the tourist’s desire as a

typical guiding service.

248


is as follows:



T: Wah bau satu kelincinya enak sekali ya? Saya jadi lapar nih. ‘Hey, the rabbit

sate smells so delicious. It makes me hungry.’

G: Baiklah, mari kita pesan sate kelinci aja di sini. Memang sudah waktunya

makan siang. ‘All right, let’s order the rabbit sate here. It’s the time to have

lunch.’

In the underlined expressions, the tour guide included himself and the tourist

in the activity to order the rabbit sate. He called upon the cooperative

assumpsions that it was the right time to have lunch since they felt hungry and the

meals (rabbit sate) were in front of them. Therefore, it can be inferred that the tour

guide’s utterances Baiklah, mari kita pesan sate kelinci aja di sini. Memang sudah

waktunya makan siang ‘All right, let’s order the rabbit sate here. It’s the time to

have lunch’ follow the Brown and Levinson’s PPS12 (include both S and H in the

activity).


tour guide wanted to make the tourist happy by following up the tourist’s indirect

expressions which pragmatically meant that she wanted to order rabbit sate as

lunch meals.

Unlike the above examples, the following example is a violation of PPS12

in tourism-service register.


tourist (T) at the bus park of Kauman Batik Village

T: Pak bisa temani saya kembali ke toko yang tadi. Ada satu kain yang lupa belum

249

saya beli. ‘Sir, can you accompany me to go back to the previous shop we

visited. There is still a piece of cloth I forget to buy.’

G: Mbok sendiri aja, Bu. Saya harus ngurusi teman-teman yang lain. Toh juga

dekat tokonya dari sini. ‘Just go alone, Madam, I have to take care of your

friends. The shop is just near here.’

In the underlined expressions, the tour guide did not call upon the

cooperative assumptions by including himself and the tourist to go back to the

shop, but requested the tourist to go alone because he should take care of other

friends and the shop is near. Therefore, it can be inferred that the tour guide’s

utterances Mbok sendiri aja, Bu. Saya harus ngurusi teman-teman yang lain. Toh

juga dekat tokonya dari sini ‘Just go alone, Madam, I have to take care of your

friends. The shop is just near here’ do not follow the Brown and Levinson’s

PPS12 (include both S and H in the activity).


the tour guide was very busy to organise the tourist group, so that it was

impossible for him to help the tourist individually.


follows:



T: Kita mendekat ke air terjun yuk, Mas! Saya pengin membasuh muka. ‘Let’s

move near the waterfall, brother! I want to wash my face.’

G: Coba ajak teman lain aja. Saya mau ngambil gambar dari sini. ‘Try to ask

another friend. I will take picture from here.’

In the underlined expressions, the tour guide did not include himself and the

tourist in the activity. Instead of accompanying the tourist to move near the

250

waterfall, he was busy with his activity of taking picture. Therefore, it can be

inferred that the tour guide’s utterances Coba ajak teman lain aja. Saya mau

ngambil gambar dari sini ‘Try to ask another friend. I will take picture from here’

do not follow the Brown and Levinson’s PPS12 (include both S and H in the

activity).


the tour guide was still busy with his own activity. He was easy to refuse the

tourist’s request because he felt that their relationship had been intimate.

6.2.13 PPS13: Give or ask for reasons


service register.



T: Baru di tepi waduk aja sudah panas gini. Gimana dengan di tengah waduk

sana ya? ‘Still at the bank of this dam I feel so hot. How about in the middle

over there?’

G: Ya tentu lebih panas lagi, Bu. Perahu ini kan tak beratap. Mendingan Ibu beli

topi yang ditawarkan penjual itu lho. ‘Of course it’s hotter, Madam. This boat

doesn’t have a roof. Better for you to buy a hat offered by that seller.’

In the underlined expressions, the tour guide gave a reason that the unroofed

boat would cause hotter condition in the middle of the dam. After that the reason

was followed by the suggestion for the tourist to buy a hat offered by the seller

before starting the trip. Therefore, it can be inferred that the tour guide’s

utterances Ya tentu lebih panas lagi, Bu. Perahu ini kan tak beratap. Mendingan

251

Ibu beli topi yang ditawarkan penjual itu lho. ‘Of course it’s hotter, Madam. This

boat doesn’t have a roof. Better for you to buy a hat offered by that seller’ follow

the Brown and Levinson’s PPS13 (give or ask for reasons).


tour guide paid attention to the tourist’s complaint and gave its solution in order to

keep the tourist’s safety during the tour.


is as follows:


at Kasunanan Palace

T: Lho masuk ke keraton kok pakai lepas sepatu segala, mana jalannya berpasir

begini. ‘My! Entering the palace should take off the shoes, still the road is

sandy like this.’

G: Itu sudah peraturan di sini Mas, sebagai wujud penghormatan kita pada

kesakralan keraton. ‘It has been a regulation here brother, as a form of

respecting the sacred palace.’

In the underlined expressions, the tour guide gave a reason why they should

take the shoes off. Furthermore, this reason was followed by the explanation that

the regulation to take the shoes off was subject to respect the sacred palace.

Therefore, it can be inferred that the tour guide’s utterances Itu sudah peraturan di

sini Mas, sebagai wujud penghormatan kita pada kesakralan keraton ‘It has been

a regulation here brother, as a form of respecting the sacred palace’ follow the

Brown and Levinson’s PPS13 (give or ask for reasons).

Why did the tour guide use the PPS13? The PPS13 was used because he

obeyed the palace regulation related to how visitors should wear dress and its

252

accessories properly during visiting the palace. The tour guide belived that a

palace employee or a visitor who did not obey the palace regulation would get

bebendu ‘bad luck’ one day.



Data (86) Context: Conversation between a souvenir seller (S) and a tourist

(T) at Kauman Batik Village

T: Lho mbak ini kan batik cap, bukan batik tulis. Kenapa harganya semahal batik

tulis? ‘Goodness, this is a printed batik, not a painted one, sister. Why is the

price as expensive as the painted batik?’

S: Ndak tahu ya Bu. Kalau masalah harga itu urusan bos saya. ‘I don’t know,

Madam. The price is my boss’s business.’

In the underlined expressions, the tour guide did not give a reason why the

price of printed batik she sold was the same expensive as the painted batik. As

commonly known by the tourists, the price of printed batik was much cheaper

than the painted one. Therefore, it can be inferred that the tour guide’s utterances

Ndak tahu ya Bu. Kalau masalah harga itu urusan bos saya ‘I don’t know,

Madam. The price is my boss’s business’ do not follow the Brown and Levinson’s

PPS13 (give or ask for reasons).

Why did the souvenir seller violate the PPS13? The PPS13 was violated

because the souvenir seller did not like the tourist who was too much asking

questions, too much selecting the batik items displayed, too much giving

complaints and did not show seriousness to buy the batik items.


follows:

253


at Pandawa Water World

V: Mbak ini gimana to. Hari Minggu harga tiket kok malah mahal. Padahal ndak

nyaman tu dengan pengunjung seramai ini. ‘How come, sister! The ticket on

Sunday is expensive, whereas in fact it’s not comfortable with bustling

visitors.’

S: Maaf Pak saya tidak tahu. Ketentuan harga tiket itu wewenang manajemen.

‘I’m sorry I don’t know, Sir. The ticket price regulation belongs to the

management authority.’

In the underlined expressions, the ticket seller did not give reasons why the

price of ticket on Monday was more expensive than one on the other days. By not

giving reasons, she did not give a way of implying ‘I can help you’ and assuming

cooperation, the way of showing what help was needed. Therefore, it can be

inferred that the tour guide’s utterances Maaf Pak saya tidak tahu. Ketentuan

harga tiket itu wewenang manajemen ‘I’m sorry I don’t know, Sir. The ticket price

regulation belongs to the management authority’ do follow the Brown and

Levinson’s PPS13 (give or ask for reasons).

Why did the ticket seller violate the PPS13? The PPS13 was violated

because the ticket seller was very busy to serve the other visitors who were

standing in line behind him. By using the strategy, the ticket seller expected that

the tourist would stop the complaints and directly entered the Water World arena.

6.2.14 PPS14: Assume or assert reciprocity


service register.

254



G: Saya bisa pindah kamar dari moderate ke superior? ‘Can I change the

moderate room with a superior one?’

R: Baiklah, Pak. Tapi karena kamar superior lebih mahal, Bapak harus

menambah biaya sewanya. ‘All right, Sir. But you should add more money for

the rental payment because the superior room is more expensive.’

In the underlined expressions, the receptionist offered a reciprocity action, in

effect; she would change the moderate room with a superior room if the guest was

willing to pay more money. By the action the guest would get a more comfortable

room and the receptionist (hotel/company) would get more money. Therefore, it

can be inferred that the receptionist’s utterances Baiklah, Pak. Tapi karena kamar

superior lebih mahal, Bapak harus menambah biaya sewanya ‘All right, Sir. But

you should add more money for the rental payment because the superior room is

more expensive’ follow the Brown and Levinson’s PPS14 (assume or assert

reciprocity).

Why did the receptionist use the PPS14? The PPS14 was used because the

receptionist implemented the hotel management rules to sell higher types of room

with higher prices.


is as follows:

Data (89) Context: Conversation between a horse coachman (C) and a tourist

(T) at Tawangmangu Resort. T was riding a horse

stepping down the staircases of the resort

T: Pak nanti pulangnya bisa diantar lagi ke atas? ‘Can you accompany me again

to step up the stairs after this, Sir?’

C: Bisa, Mbak. Tapi ya ongkosnya harus pulang balik. ‘Yes, sister. But the cost

255

should be for round trip.’

In the underlined expressions, the coachman offered a reciprocity action, in

effect; he would accompany the tourist to step the stairs up by riding the horse if

she was willing to pay double cost. By the action the tourist would ride the horse

to go back and the coachman would get more money. Therefore, it can be inferred

that the coachman’s utterances Bisa, Mbak. Tapi ya ongkosnya harus pulang balik

‘Yes, sister. But the cost should be for round trip’ follow the Brown and

Levinson’s PPS14 (assume or assert reciprocity).

Why did the coachman use the PPS14? The PPS14 was used because the

coachman acted professionally in doing his job. In the above context, he would

fulfil the tourist’s request if the tourist gave him some money.



Data (90) Context: Conversation between a batik seller (S) and a tourist (T)


T: Saya kan mau beli batik dalam jumlah banyak. Mbok diberi potongan harga

gitu lho? ‘I’ll buy the batik in a big quantity. Can you give me discount? ’

S: Wah ndak bisa, Bu. Beli sedikit atau banyak harganya sama saja. ‘No, cannot,

Madam. Either purchasing little or many, the price is the same.’

In the underlined expressions, the batik seller did not offer a reciprocity

action, in effect; she would not give discount to the tourist although the tourist

would buy the batik in a big quantity. By the action the tourist would not get

cheap price and the seller would not sell many marchandises to the tourist.

Therefore, it can be inferred that the seller’s utterances Wah ndak bisa, Bu. Beli

256

sedikit atau banyak harganya sama saja ‘No, cannot, Madam. Either purchasing

little or many, the price is the same’ do not follow the Brown and Levinson’s

PPS14 (assume or assert reciprocity).

Why did the batik seller violate the PPS14? The PPS14 was violated

because the souvenir seller implemented the shop management rules to sell the

batik with fixed prices and did not give any bonuses to visitor who purchased

either big or small quantity merchandises.


follows:

Data (91) Context: Conversation between a receptionist (R) and a guest (G)

in Kusuma Sahid Prince Hotel

G: Saya mau nginap di sini satu minggu. Kalau yang satu hari tidak dicharge

bisa nggak? ‘I’ll stay here for a week. Can you give me one night free of

charge?’

R: Maaf ndak bisa, Pak. Kan Bapak sudah saya kasih harga spesial. ‘Sorry I

can’t, Sir. I have given you special rate.’

G: Kalau gitu saya nginap satu hari aja deh. Hari berikutnya saya mau nginap di

hotel lain. ‘So, I’ll stay only for one day. The next days I’ll stay at another

hotel.’

In the underlined expressions, the receptionist did not offer a reciprocity

action, in effect; she would not give one night free of charge to the guest although

he would stay for a week. By the action the guest would not get discount and the

receptionist (hotel/company) would not get more money. Therefore, it can be

inferred that the receptionist’s utterances Maaf ndak bisa, Pak. Kan Bapak sudah

saya kasih harga spesial ‘I’m sorry I can’t, Sir. I have given you special rate’ do

not follow the Brown and Levinson’s PPS14 (assume or assert reciprocity).

257

Why did the receptionist violate the PPS14? The PPS14 was violated

because the receptionist did not want to break the hotel management rules for

giving discount policy to hotel guests.

6.2.15. PPS15: Give gifts to H (goods, sympathy, understanding, cooperation)


service register.

Data (92) Context: Conversation between a bellboy (B) and a guest (G) in

Hotel Sahid Jaya Solo

G: Counter resepsionis sebelah mana ya Mas? ‘Where is the receptionist counter,

brother?’

B: Itu di sebelah kiri depan, Bu. Bisa saya bantu bawakan tasnya, Bu? ‘That’s it

up left ahead, Madam. Can I bring your bag, Madam?’

In the underlined expressions, the bellboy gave cooperation and sympathy to

the guest by giving directions and offering to bring her bag. By the action the

bellboy might satisfy the guest’s wants. Therefore, it can be inferred that the

bellboy’s utterances Itu di sebelah kiri depan, Bu. Bisa saya bantu bawakan

tasnya, Bu? ‘That’s it up left ahead, Madam. Can I bring your bag, Madam?’

follow the Brown and Levinson’s PPS15 (give gifts to H (goods, sympathy,

understanding, cooperation)).

Why did the bellboy use the PPS15? The PPS15 was used because by

offering a help to the guest, the bellboy expected to get financial benefit in the

form of tip possibly given by the guest.


is as follows:

258


female tourist (T) in Triwindu Antique Market

T: Gantungan kunci ini satunya berapa, Mas? ‘How much is this key handle?’


T: Kalau saya beli banyak bisa kurang harganya? ‘If I buy many pieces, can you


S: Wah itu sudah murah, Bu. Mau beli berapa biji? ‘Mmm … that’s already

cheap, Madam. How many pieces you want to buy?’

T: Lima puluh. Ada bonusnya satu dua biji? ‘Fifty pieces. Is there one or two



untuk ibu bonusnya lima biji. ‘For you I’ll give more. One piece bonus for each

ten pieces you buy. So, I give you five pieces as bonuses.’

In the underlined expressions, the souvenir seller gave goods (ten pieces of

key handle) to the tourist. By the action the seller satisfied more the tourist’s

wants. Therefore, it can be inferred that the seller’s utterances Untuk ibu saya

kasih lebih. Tiap pembelian sepuluh bonusnya satu biji. Jadi untuk ibu bonusnya

lima biji ‘For you I’ll give more. One piece bonus for each ten pieces you buy.

So, I give you five pieces as bonuses’ follow the Brown and Levinson’s PPS15

(give gifts to H (goods, sympathy, understanding, cooperation)).

Why did the souvenir seller use the PPS15? The PPS15 was used because

the souvenir seller tried to sell the merchandises with distinctive strategy

compared with the other shops’ strategies in order to attract visitors to be his

customers.



259


at Cetho Temple

T: Baru beberapa undakan sudah keringatan gini. Minta face towelnya satu lagi

dong, Pak? ‘Just stepping up some stairs I’m sweaty like this. Please get me

one more face towel, Sir.’

G: Tadi kan sudah dikasih, Mbak. Ini untuk yang belum kebagian. ‘I gave you one

a while ago, sister. This is for the other has not allotted yet.’

In the underlined expressions, the tour guide did not give goods (a face

towel) to the tourist. By the action the tour guide could not satisfy the tourist’s

tangible want. Therefore, it can be inferred that the tour guide’s utterances Tadi

kan sudah dikasih, Mbak. Ini untuk yang belum kebagian ‘I gave you one a while

ago, sister. This is for the other has not allotted yet’ do not follow the Brown and

Levinson’s PPS15 (give gifts to H (goods, sympathy, understanding,

cooperation)).


the tour guide tried to implement fairness to all tourists, meaning that each tourist

would get one face towel. By using the strategy, the tour guide expected that there

would not be a complaint from the other tourists because he prepared the amount

of towels as same as the amount of tourists joining the tour.


follows:


in Pramesthi Hotel during check-out process

G: Saya kan nginap dua hari di sini. Bagaimana kalau di bill ditulis tiga hari,

untuk laporan ke perusahaan saya? ‘I stayed for two nights here. Can you

make a bill for three nights as a report to my company?’

260

R: Maaf saya tidak bisa bantu, Pak. Kalau ketahuan manajer, saya bisa dipecat.

‘I’m sorry I can’t help you, Sir. If it is found out by my manager, I will be

fired.’

In the underlined expressions, the receptionist did not give cooperation to

the guest to make a kind bill as wanted by the guest. He liked working honestly

than getting additional income (tip) which was obtained from cheating. By the

action the tour guide could not satisfy the guest’s want. Therefore, it can be

inferred that the receptionist’s utterances Maaf saya tidak bisa bantu, Pak. Kalau

ketahuan manajer, saya bisa dipecat ‘I’m sorry I can’t help you, Sir. If it is found

out by my manager, I will be fired’ do not follow the Brown and Levinson’s

PPS15 (give gifts to H (goods, sympathy, understanding, cooperation)).

Why did the receptionist violate the PPS15? The PPS15 was violated

because the receptionist avoided the risk of dismissal from the hotel management

which would be applied to him if he did an action categorised as a fatal breach to

the hotel management rules.

6.3 Negative Politeness Strategies (NPS)

Tourism service providers in Central Java also used various negative

politeness strategies (NPS) in tourism-service register to communicate with

tourists. The NPS they used can be classified into ten groups: (1) NPS1: Be

conventionally indirect, (2) NPS2: Question, hedge, (3) NPS3: Be pessimistic, (4)

NPS4: Minimise the imposition, (5) NPS5: Give deference, (6) NPS6: Apologise,

(7) NPS7: Impersonalise the S and H, (8) NPS8: State the FTA as a general rule,

(9) NPS9: Nominalise and (10) NPS10: Go on record as incurring a debt, or as not

261

indebting H.

6.3.1 NPS1: Be conventionally indirect

The following is an example of the implementation of NPS1 in tourism-

service register.

Data (4) Context: Conversation between a tour guide (G) and a tourist (T) in

Adi Sumarmo International Airport

G: Excuse me, Madam. Are you Mrs. Gisela Tiedemann?


G: Welcome to Solo. I’m Wulan, your tour guide from Nusantara Tours.



T: Yes.

G: Could you come this way, please? The car is just over there.

In the underlined expressions, the tour guide used a sentence which had

contextually unambiguous meanings conformed to the conventional indirectness.

Therefore, it can be inferred that the tour guide’s utterances Could you come this

way, please? follow the Brown and Levinson’s NPS1 (be conventionally indirect).

Why did the tour guide use the NPS1? The NPS1 was used because the tour

guide convinced that the above utterances were the most polite expressions to

communicate with the guest who was firstly met by her.

Another example of the implementation of NPS1 in tourism-service register

is as follows:

Data (7) Context: Conversation between a receptionist (R) and an old walk-in

guest (G) in Kusuma Sahid Prince Hotel

R: Good evening, Sir. May I help you?


262

R: Yes, certainly Sir. Can I have your name?

G: John Davis.






G: Okay.

In the underlined expressions, the receptionist used sentences which had

contextually unambiguous meanings in accordance with the conventional

indirectness. Therefore, it can be inferred that the receptionist’s utterances Can I

have your name? and Now, can you give me your passport number? follow the

Brown and Levinson’s NPS1 (be conventionally indirect).

Why did the receptionist use the NPS1? The NPS1 was used because the

receptionist convinced that the indirect requests utterred above were the most

polite expressions suitable to serve the old guest who needed her help for

registration purposes.

Unlike the above examples, the following example is a violation of the

implementation of NPS1 in tourism-service register.

Data (95) Context: Conversation between a ticket seller (S) and a tourist (T)

at the entrance gate of Tawangmangu Resort

T: Untuk empat orang jadi berapa, Bu? ‘How much is for four people, Madam?’

S: Empat puluh ribu. ‘Forty thousands.’

T: Ini uangnya, Bu. ‘This is the money, Madam.’

S: Ya, cepat masuk mbak. Di belakangmu sudah banyak yang antri. ‘Yes, come in

quickly, sister.’ Many visitors are standing in line behind you.

In the underlined expressions, the ticket seller did not use a sentence which

263

had contextually unambiguous meanings conformed to the conventional

indirectness. Instead of using indirect expressions Ya, bisa cepat masuk, mbak?

‘Yes, can you come in quickly, sister?’, he used direct expressions Ya, cepat masuk

mbak ‘Yes, come in quickly, sister’. Therefore, it can be inferred that the ticket

seller’s utterances Ya, cepat masuk mbak ‘Yes, come in quickly, sister’ do not

follow the Brown and Levinson’s NPS1 (be conventionally indirect).

Why did the ticket seller violate the NPS1? The NPS1 was violated because

ticket seller was very busy to serve the other visitors who were standing in line

behind him. By using the strategy, the ticket seller expected that the tourist would

stop the complaints and directly entered the Tawangmangu Resort.

Another example of the violation of NPS1 in tourism-service register is as

follows:

Data (96) Context: Conversation a souvenir seller (S) and a tourist (T) at

Triwindu Antique Market. T was looking for a carnelian

T: Bingung juga milihnya, ya? Satu kotak bagus semua! ‘I’m confused to choose.

All is beautiful in the box!’

S: Pilih saja satu, Mas. Jangan diorak-arik nanti saya susah menatanya lagi.

‘Just choose one, brother’. Don’t bring them to disorder; it’ll be difficult for me

to organise again.

In the underlined expressions, the souvenir seller did not use a sentence

which had contextually unambiguous meanings in accordance with the

conventional indirectness. Instead of using indirect expressions Bisa pilih satu

saja, Mas? ‘Can you just choose one, brother?’, he used direct expressions Pilih

saja satu, Mas ‘Just choose one, brother’. Therefore, it can be inferred that the

seller’s utterances Pilih saja satu, Mas ‘Just choose one, brother’ do not follow the

264

Brown and Levinson’s NPS1 (be conventionally indirect).

Why did the souvenir seller violate the NPS1? The NPS1 was violated

because the souvenir seller did not like the tourist who was too much asking

questions, too much selecting the batik items displayed, too much giving

complaints and did not show seriousness to buy the merchandises.

6.3.2 NPS2: Question, hedge


service register.

Data (97) Context: Conversation between a tour guide (G) and tourists (T1,

T2) at the bus park of Mangkunegaran Palace

T1: Ayo berangkat, Pak. Sudah lama kita nunggunya. ‘Let’s go, Sir. We’ve been

waiting for a long time.’

G : Apa teman-teman sudah masuk bis semua, ya? ‘All friends have entered the

bus, haven’t they?’

T2: Sudah, Pak. Aku yang terakhir naik. ‘Yes, Sir. I’m the last person gets on.’

G : Oke Pak sopir, kita berangkat sekarang. ‘Okay the driver, let’s go now.’

In the underlined expressions, the tour guide used a phrase which modified

the degree of membership of a predicate in a set; it said of that membership that it

was more complete than perhaps might be expected. Therefore, it can be inferred

that the tour guide’s utterances Apa teman-teman sudah masuk bis semua, ya? ‘All

friends have entered the bus, haven’t they?’ follow the Brown and Levinson’s

NPS2 (question, hedge).


guide tried to reconfirm and assured that all tourists had entered the bus,

265

otherwise he should find the other ones left.


is as follows:


at the bus park of Sangiran Pre-Historic Museum

T: Pak aqua yang di kardus bisa kami minum sekarang? ‘Sir, can we drink the

mineral water in the cardboard box, now?’

G: Ya silakan. Sekalian dibagikan ke teman-teman yang lain, ya? ‘Yes, please.

Distribute all to your friends, will you?’

In the underlined expressions, the tour guide used a phrase which modified

the degree of membership of a predicate in a set; it said of that membership that it

was true only in certain respects. Therefore, it can be inferred that the tour guide’s

utterances Sekalian dibagikan ke teman-teman yang lain, ya? ‘Distribute all to

your friends, will you?’ follow the Brown and Levinson’s NPS2 (question,

hedge).


guide was very busy and would get a help from the tourist if the tourist had

willingness to distribute the drink to the other tourists.

6.3.3 NPS3: Be pessimistic


female tourist (T) at Tawangmangu Resort

T: Saya kok pengin naik kuda itu, Pak. Kelihatannya asyik gitu ya? ‘I’m interested

to ride the horse, Sir. ’

G: Apa Ibu yakin bisa menaiki kuda setinggi itu? ‘Are you sure you can ride the

tall horse?’

266

In the underlined expressions, the tour guide utterred doubt explicitly that

the tourist was able to ride the horse. In other words, he asked carefully to the

tourist concerning with her ability to ride the horse. Therefore, it can be inferred

that the tour guide’s utterances Apa Ibu yakin bisa menaiki kuda setinggi itu? ‘Are

you sure you can ride the tall horse?’ follow the Brown and Levinson’s NPS3 (be

pessimistic).


guide did not want to be mutually responsible to a risk of falling down might

happen to the female tourist who was determined to ride the tall horse.


is as follows:


at Depok Bird Market

T: Saya pilih kutut ini aja. Suaranya luar biasa! ‘I choose this small turtledove.

The voice is amazing!’

G: Apa Bapak tidak rugi beli burung semahal itu? ‘Don’t you loose out to buy the

expensive bird?’

In the underlined expressions, the tour guide expressed doubt explicitly that

the tourist would loose out to buy the bird. In other words, he asked carefully to

the tourist related to the balance between the voice and the price of the bird.

Therefore, it can be inferred that the tour guide’s utterances Apa Bapak tidak rugi

beli burung semahal itu? ‘Don’t you lose out to buy the expensive bird?’ follow

the Brown and Levinson’s NPS3 (be pessimistic).


guide tried to remind the tourist to be not in a great hurry to pay the bird. He

267

thought that it needed patience to walk around the market to find the best voiced

bird with the best price.




(T) at Triwindu Antique Market

T: Lihat lampu duduk ini, saya seneng banget. ‘See this table lamp, I like it very

much.’

S: Kalau sudah senang ya dibeli saja. Nggak usah banyak pertimbangan. ‘If you

like just buy it. No need too much consideration.’

In the underlined expressions, the souvenir seller did not utter doubt

explicitly that the tourist would consider more to buy the bird. Instead of asking

carefully to the tourist related to the quality and the price of the lamp, he

requested the tourist firmly to buy it without any consideration. Therefore, it can

be inferred that the seller’s utterances Kalau sudah senang ya dibeli saja. Nggak

usah banyak pertimbangan ‘If you like just buy it. No need too much

consideration’ do not follow the Brown and Levinson’s NPS3 (be pessimistic).


because the seller wanted to get money quickly from the tourist. He did not expect

the tourist to choose other antique table lamps to avoid him to change his mind

and cancelled to buy it by moving to other antique shops.

Another example of a violation of the implementation of NPS3 in tourism-



tourist (T) on a boat at Gadjah Mungkur Dam

268

T: Mas, turunnya dari perahu gimana caranya? ‘Brother, how to get off from the

boat?’

G: Ya tinggal lompat aja. ‘Just jump.’

In the underlined expressions, the tour guide did not utter doubt explicitly

that the tourist would find the best way to get off from the boat. Instead of

suggesting carefully to the tourist to get the boat off safely, he answered the

tourist’s question firmly to jump from the boat. Therefore, it can be inferred that

the tour guide’s utterances Ya tinggal lompat aja ‘Just jump’ do not follow the

Brown and Levinson’s NPS3 (be pessimistic).


because the tour guide convinced that the male tourist was strong enough and able

to jump from the boat to bank of the dam.

6.3.4 NPS4: Minimise the imposition


service register.



G: I have poor eyesight. Can you help me filling out the registration form?

R: Yes, Sir. Can I borrow your ID card for just a minute?

G: No problem.

In the underlined expressions, the receptionist defused the guest’s FTA by

indicating that the intrinsic seriousness of the imposition was not in itself great. In

other words, asking for borrowing the guest’s ID card for just a minute was

indirectly paid the guest deference. Therefore, it can be inferred that the

269

receptionist’s utterances Can I borrow your ID card for just a minute? follow the

Brown and Levinson’s NPS4 (minimise the imposition).


receptionist needed the data in the guest’s ID card to be filled out in the

registration form as a step of checking-in process.


is as follows:


at Mount Merapi National Park

T: The top of Mount Merapi is really beautiful!

G: Oh ya? Could you lend me the telescope for a moment to see it?

In the underlined expressions, the tour guide defused the tourist’s FTA by

indicating that the intrinsic seriousness of the imposition was not in itself great. In

other words, asking for the tourist to lend his telescope for a moment was

indirectly paid the tourist deference. Therefore, it can be inferred that the tour

guide’s utterances Could you lend me the telescope for a moment to see it? follow

the Brown and Levinson’s NPS4 (minimise the imposition).


guide was eager to prove the truth of what had been seen by the tourist through

the telescope.




(T) at Triwindu Antique Market. T was bargaining for

an antique plate

270

T: Harga pasnya berapa sih, Bu? ‘How much is the fixed price, Madam?’

S: Tiga ratus lima puluh ribu, Pak. ‘Three hundreds and fifty thousands, Sir.’

T: Bagaimana kalau dua ratus ribu? ‘How about two hundred thousands?’

S: Kalau nggak mau ya sudah. Dari tadi kok nawar-nawar terus. Pembeli yang

lain nanti juga masih banyak. ‘No problem if you don’t want to buy it. You’re

too much bargain from the beginning. There will be many buyers.’

In the underlined expressions, the souvenir seller did not defuse the tourist’s

FTA by indicating that the intrinsic seriousness of the imposition was not in itself

great. Instead of answering the tourist’s bargain politely as a form of deference,

she stopped the bargain by complaining the tourist that he was too much bargain.

Therefore, it can be inferred that the seller’s utterances Kalau nggak mau ya

sudah. Dari tadi kok nawar-nawar terus. Pembeli yang lain nanti juga masih

banyak ‘No problem if you don’t want to buy it. You’re too much bargain from

the beginning. There will be many buyers’ do not follow the Brown and

Levinson’s NPS4 (minimise the imposition).


because the souvenir seller did not like the tourist who was too much bargaining

for the souvenir price and did not show seriousness to buy the souvenir.

Another example of a violation of the implementation of NPS4 in tourism-

service register is as follows.

Data (108) Context: Conversation between a souvenir batik seller (S) and a


T: Kok motifnya gini-gini aja ya, Bu? ‘The motifs just like these, Madam?’

S: Ya memang adanya itu. Kalau nggak suka ya ndak apa-apa. ‘These are what I

have. No problem if you don’t like them.’

271

In the underlined expressions, the souvenir seller did not defuse the tourist’s

FTA by indicating that the intrinsic seriousness of the imposition was not in itself

great. Instead of responding the tourist’s question politely as a form of deference,

she stopped the conversation by expressing the utterance which showed her

dislike to the tourist’s comment related to the monotonous motifs she had.

Therefore, it can be inferred that the seller’s utterances Ya memang adanya itu.

Kalau nggak suka ya ndak apa-apa ‘These are what I have. No problem if you

don’t like them’ do not follow the Brown and Levinson’s NPS4 (minimise the

imposition).


because the souvenir seller did not like the tourist who criticised the quality of her

merchandises and did not show seriousness to buy the batik.

6.3.5 NPS5: Give deference


service register.


Hotel Sahid jaya Solo

G: Tolong bantu bawakan barang saya ke resepsionis. ‘Please help me to bring

my luggage to the receptionist.’

B: Baik, Pak. Silakan Bapak ke resepsionis dulu, saya segera menyusul. ‘All

right, Sir. Please go first to the receptionist, Sir. I’ll come afterward.’

In the underlined expressions, the bellboy as a hotelier treated the guest as a

person who had higher social status than him. In other words, he treated the guest

as a superior. Moreover, the used of address form Pak/Bapak ‘Sir’ functioned to

272

show deference to the guest. Therefore, it can be inferred that the bellboy’s

utterances Baik, Pak. Silakan Bapak ke resepsionis dulu, saya segera menyusul

‘All right, Sir. Please go first to the receptionist, Sir. I’ll come afterward’ follow

the Brown and Levinson’s NPS5 (give deference).

Why did the bellboy use the NPS5? The NPS5 was used because the bellboy

was glad to bring the guest’s luggage and expected to get financial benefit in the

form of tip possibly given by the guest.


is as follows:





the name?






lemon juice.




In the underlined expressions, the waiter treated the guest as a person who

had higher social status than him. In other words, he treated the guest as a

superior. Moreover, the use of address form ‘Madam’ functioned to show

273

deference to the guest. Therefore, it can be inferred that the waiter’s utterances

Good afternoon, Madam; Gado-gado, Madam; It’s fried in butter, Madam, with

roasted almonds and And what for the drink, Madam? follow the Brown and

Levinson’s NPS5 (give deference).

Why did the waiter use the NPS5? The NPS5 was used because the waiter

was taking meals order which needed carefulness in order to avoid mistakes by

listening carefully to the utterances expressed by the guest and wrote them down

in a captain order slip.



Data (55) Context: Conversation between a tour guide (G) and a student

tourist (T) at Sangiran Pre-Historic Museum

G: Inilah pintu masuk museum prasejarah Sangiran. ‘This is the entrance of

Sangiran Pre-Historic Museum.’

T: Mana fosil manusia purbanya, Pak? ‘Where is the hominid fossil, Sir?’

G: Ada di dalam sana. Tapi peraturannya, kalian dilarang menyentuh semua

benda yang dipajang di sana. ‘It’s inside, over there. But the rule is you are

not allowed to touch all things displayed there.’

In the underlined expressions, the tour guide did not treat the tourist as a

person who had higher social status than him. In other words, he treated the

tourist as an inferior (child). Moreover, the use of address form kalian ‘you’

functioned to show the inferiority. Therefore, it can be inferred that the tour

guide’s utterances Tapi peraturannya, kalian dilarang menyentuh semua benda

yang dipajang di sana ‘But the rule is you are not allowed to touch all things

displayed there’ do not follow the Brown and Levinson’s NPS5 (give deference).

274

Why did the tour guide violate the NPS5? The NPS5 was violated because

the tour guide was much older than the tourists. He guided the student tourists

with expressions which used to be uttered by a teacher and students at school

environment, like the expressions to request, to command, to warn, etc.

Another example of the violation of NPS5 in tourism-service register is as

follows:



T: Udara di sini benar-benar panas. Beda banget dibanding daerah saya. ‘The

weather here is really hot. Very different from my hometown.’

G: Iya to? Lha situ aslinya mana to? ‘Is it? So, where are you from?’

T: Bandung. ‘Bandung.’

In the underlined expressions, the tour guide did not treat the tourist as a

person who had higher social status than him. In other words, he treated the

tourist as an equal. Moreover, the use of address form situ ‘you’ functioned to

show the equation. Therefore, it can be inferred that the tour guide’s utterances

Lha situ aslinya mana to? ‘So, where are you from?’ do not follow the Brown and

Levinson’s NPS5 (give deference).


the tour guide felt that his relationship to the tourist had been intimate and he had

used the informal language during the guiding service.

6.3.6 NPS6: Apologise


service register.

275

Data (9) Context: Conversation between a hotel telephone operator (O) of

Hotel Sahid Jaya Solo and a caller (C)



hold?


In the underlined expressions, the telephone operator indicated her

reluctance to impinge on the caller’s negative face by saying I’m sorry, the

number is engaged and thereby partially redressed that impingement with the

utterances Would you like to hold? In other words, the utterances I’m sorry, the

number is engaged was expressed to beg the caller’s forgiveness related to the

busy line, not to her mistakes. Therefore, it can be inferred that the operator’s

utterances I’m sorry, the number is engaged follow the Brown and Levinson’s

NPS6 (apologise).

Why did the telephone operator use the NPS6? The NPS6 was used because

the telephone operator could not connect the caller to the hotel guest directly. By

using the strategy, the operator expected that the caller would not blame her as a

causal factor of the difficult connection, but the busy line as its causal factor.


is as follows:

Data (110) Context: Conversation between a waitress (W) and a guest (G) in

Diamond Restaurant

W: Selamat siang, Pak. Bapak mau pesan apa? ‘Good afternoon, Sir. Are you

ready to order?’

G: Satu sirloin steak, minumnya jus alpokat. ‘One sirloin steak and avocado juice

for the drink.’

276

W: Mm … mohon maaf Pak, kebetulan steak sirloinnya sedang kosong. Yang ada

tinggal tenderloin steak. ‘Mm … I’m really sorry Sir, the sirloin steak is sold

out. There is still tenderloin steak.’

G: Kalau gitu tenderloin boleh lah. ‘The tenderloin is okay.’

In the underlined expressions, the waitress indicateed her reluctance to

impinge on the guest’s negative face by saying Mm … mohon maaf Pak,

kebetulan steak sirloinnya sedang kosong ‘Mm … I’m sorry Sir, the sirloin steak

is sold out’ and thereby partially redressed that impingement with the utterances

Yang ada tinggal tenderloin steak ‘There is still tenderloin steak’. In other words,

the utterances I’m sorry, the number is engaged was expressed to beg the

waitress’s forgiveness related to the sold out of the sirloin steak, not to her

mistakes. Therefore, it can be inferred that the waitress’s utterances Mm … mohon

maaf Pak, kebetulan steak sirloinnya sedang kosong ‘Mm … I’m sorry Sir, the

sirloin steak is sold out’ follow the Brown and Levinson’s NPS6 (apologise).

Why did the waitress use the NPS6? The NPS6 was used because the

waitress expected to maintain the restaurant image that although it was the biggest

restaurant in Solo City, it sometimes happened that certain meals were sold out in

a certain occasion. However, the waitress had tried to offer similar meals to the

guest as alternative suggestions.

6.3.7 NPS7: Impersonalise the S and H


service register.



277

T: Di depan patung itu kok banyak sesajian ya? ‘There are many offerings in

front of the statue, aren’t they?’

G: Ya memang. Wisatawan boleh memberi sejajian tetapi dilarang menyentuhnya.

Yes, that’s right. ’Tourists may give offerings, but forbidden to tauch it.’

In the underlined expressions, the tour guide impersonalised him and the

tourist. By avoiding to use pronouns ‘I’ and ‘you’, but using wisatawan ‘tourists’

in the conversation, actually the tour guide did not want to impinge the tourist.

Therefore, it can be inferred that the tour guide’s utterances Wisatawan boleh

memberi sejajian tetapi dilarang menyentuhnya ’Tourists may give offerings, but

forbidden to tauch it’ follow the Brown and Levinson’s NPS7 (impersonalise S

and H).


guide tried to tell the tourists that in the museum the statue was treated as a

creature which was able to eat offerings and could give bebendu ‘bad effect’ to

visitors who acted impolitely, like touching it.


is as follows:


in Kasunanan Palace

T: Di sini udaranya sejuk, bersih tak ada sampah berserakan seperti di luar sana

ya? ‘The weather here is cool, fresh without scattered trash like at the outside,

isn’t it?’

G: Ya, sangat diharapkan pengunjung tidak membawa makanan maupun merokok

di dalam keraton. ‘Yes, it is very expected for visitors not to bring food and

smoke inside the palace.’

In the underlined expressions, the tour guide avoided to use pronouns ‘I’ and

278

‘you’, but used wisatawan ‘tourists’ with the purpose that he did not want to

impinge the tourist. In other words, the tour guide impersonalised him and the

tourist in the conversation. Therefore, it can be inferred that the tour guide’s

utterances Ya, sangat diharapkan pengunjung tidak membawa makanan maupun

merokok di dalam keraton ‘Yes, it is very expected for visitors not to bring food

and smoke inside the palace’ follow the Brown and Levinson’s NPS7

(impersonalise S and H).


guide wanted to give advice to the tourists to take a part in keeping the cleanliness

of the palace area by not bringing food and smoking inside the palace.

Unlike the above example, the following example is a violation of the



entering Triwindu Antique Market

T: Kalau saya mau beli batik tulis yang kuno ada nggak ya di sini? ‘If I want to

buy an old painted batik, is it available?’

G: Coba nanti Anda tanya langsung pada penjualnya, ya? ‘Try to ask directly to

the seller, will you?

In the underlined expressions, the tour guide personalises the tourist. By

using pronoun Anda ‘you’, actually the tour guide wanted to impinge the tourist in

the conversation. Therefore, it can be inferred that the tour guide’s utterances

Coba nanti Anda tanya langsung pada penjualnya, ya? ‘Try to ask directly to the

seller, will you? do not follow the Brown and Levinson’s NPS7 (impersonalise S

and H).

279


the tour guide was not sure that there was an old painted batik sold in the market.

By using the strategy, the tour guide tried to conceal his ignorance of the answer

to respond the tourist’s question.

Another example of the violation of the implementation of NPS7 in tourism-




T: Temanku kok dapat batik murah banget ya, Pak? ‘My friend has got batik with

a very cheap price, Sir?’

G: Saya tadi yang mbantu nawarin. ‘I helped him bargain for the price.’

In the underlined expressions, the tour guide personalises himself. By using

pronoun saya ‘I’, actually the tour guide wanted to impinge himself in the

conversation. Therefore, it can be inferred that the tour guide’s utterances Saya

tadi yang mbantu nawarin ‘I helped him bargain for the price’ do not follow the

Brown and Levinson’s NPS7 (impersonalise S and H).


the tour guide wanted to show off his success of involvement in bargaining for the

souvenir price to the tourist.

6.3.8 NPS8: State the FTA as a general rule


service register.


in Hotel Sahid Jaya Solo during the check-out process

280

G: The rate for moderate room is Rp 400,000, isn’t it? Why you charge me Rp

444,000?

R: Yes, Sir. As the policy of our hotel, the room rate is subject to 11% service

charge and government tax.

In the underlined expressions, the receptionist stated the FTA as an instance

of some general regulation by saying that the total room rate was a hotel policy. In

other words, the receptionist did not want to impinge the guest but was merely

forced by circumstances. Therefore, it can be inferred that the receptionist’s

utterances As the policy of our hotel, the room rate is subject to 11% service

charge and government tax follow the Brown and Levinson’s NPS8 (state the FTA

as a general rule).


receptionist wanted to tell the guest about the hotel policy related to the room rate,

service charge and government tax.


is as follows:


in Kasunanan Palace

G: Bapak Ibu sekarang kita akan memasuki bangsal utama Keraton Surakarta

Hadiningrat. ‘Ladies and gentlemen, now we’ll enter the main building of

Surakarta Hadiningrat Palace.’

T: Kok pada lepas sepatu itu kenapa, Pak? ‘Why the visitors take off the shoes,

Sir?’

G: Lha nuwun sewu. Memang peraturan di sini kalau masuk bangsal utama

keraton sandal dan sepatu harus dilepas. ‘Well, excuse me. The regulation

here is that slippers and shoes should be taken off when entering the main

building of the palace.’

281

In the underlined expressions, the tour guide stated the FTA as an instance

of some general rule by saying that taking the slippers and shoes off was a palace

rule. In other words, the tour guide did not want to impinge the tourist but was

merely forced by circumstances. Therefore, it can be inferred that the tour

guides’s utterances Memang peraturan di sini kalau masuk bangsal utama

keraton sandal dan sepatu harus dilepas ‘The regulation here is that slippers and

shoes should be taken off when entering the main building of the palace’ follow

the Brown and Levinson’s NPS8 (state the FTA as a general rule).


guide wanted to tell the tourists about the palace rules related to visitor’s dress and

accessories when entering the main building of the palace.

6.3.9 NPS9: Nominalise


service register.


at Triwindu Antique Market. T had finished bargaining

for souvenir price

T: Well, let’s go to other shops. I’ll find other items … and I like bargaining for

prices here.

G: Okay. I’m surprised you really did a good bargain in this shop.

In the underlined expressions, the tour guide gave appreciation to the tourist

who had done a good bargain, indicating that the tourist was esteemed and felt to

be smart. Therefore, it can be inferred that the tour guide’s utterances I’m

surprised you really did a good bargain in this shop follow the Brown and

282

Levinson’s NPS9 (nominalise).


guide wanted to appreciate the bargain had been done by the tourist and let him

enjoyed the tour at the antique market.


is as follows:


in Mangkunegaran Palace. T had finished trying to

dance together with the students of Sanggar Tari

Suryosumirat

T: Oo…well … it’s interesting, but needs patience.

G: It’s great. I don’t believe it. The way you danced was impressive to me.

In the underlined expressions, the tour guide gave praise to the tourist who

had tried to dance together with the student of the dance studio, indicating that the

tourist was esteemed and felt to be skilled. Therefore, it can be inferred that the

tour guide’s utterances The way you dance was impressive to me follow the Brown

and Levinson’s NPS9 (nominalise).


guide wanted to appreciate the dance had been done by the tourist and made her

happy with the tour in the palace.

6.3.10 NPS10: Go on record as incurring a debt, or as not indebting H


service register.

283



G: Lihat di depan itu, sekawanan monyet sudah menyambut kedatangan kita.

‘Look! In front of us a group of monkeys welcome our arrival.’

T: Saya kasih makanan ini ndak papa ya? ‘Can I give this snack to them?’

G: Boleh silakan. Tapi kami akan berterima kasih jika bungkus snacknya dibuang

di tong sampah yang tersedia … jadi kita bisa ikut menjaga kebersihan

lingkungan. ‘Yes, please. But we’ll be grateful if the snack packer is thrown in

the trash bin … so we can participate in keeping the environment cleanliness.’

In the underlined expressions, the tour guide redressed an FTA by explicitly

claiming his indebtedness to the tourist, by means of expressions that he would be

grateful if the tourist would throw the snack packer in the trash bin as a kind of

participation in keeping the environment cleanliness. Therefore, it can be inferred

that the tour guide’s utterances Tapi kami akan berterima kasih jika bungkus

snacknya dibuang di tong sampah yang tersedia … jadi kita bisa ikut menjaga

kebersihan lingkungan ‘But we’ll be grateful if the snack packer is thrown in the

trash bin … so we can participate in keeping the environment cleanliness’ follow

the Brown and Levinson’s NPS10 (go on record as incurring a debt, or as not

indebting H).

Why did the tour guide use the NPS10? The NPS10 was used because the

tour guide requested the tourist to take a part in keeping the environment

cleanliness of the resort.


is as follows:

284


Kusuma Sahid Prince Hotel

B: Well, I put your luggage in this rack … Have a nice stay, Sir.

G: This is for you. (G handed tip to B).

B: Thank you, Sir.

G: Mmm … one more thing, is there a local guide who can accompany me for

city tour?

B: When? Today?

G: Tomorrow morning.

B: I’ll be happy to be your guide. Fortunately tommorow is my day off.

G: Okay, see you tommorrow at the lobby. Eight thirty is okay for you?

In the underlined expressions, the bellboy redressed an FTA by explicitly

claiming his indebtedness to the guest, by means of expressions that he would be

happy to be the guest’s tour guide at his day off. Therefore, it can be inferred that

the bellboy’s utterances I’ll be happy to be your guide. Fortunately tomorrow is

my day off follow the Brown and Levinson’s NPS10 (go on record as incurring a

debt, or as not indebting H).

Why did the bellboy use the NPS10? The NPS10 was used because the

bellboy expressed his happiness to be the tour guide for the guest and to get an

additional job which might let him got financial benefit in the form of meals, tip

and free of charge travelling.

6.4 Recapitulation of Politeness Strategies


following summary:

Tourism service providers in Central Java used various politeness strategies

285

in tourism-service register to serve their tourists. The politeness strategies they

used comprise positive politeness strategies and negative politeness strategies.

The positive politeness strategies they used from the most to the least frequency

are: (1) PPS1: notice, attend to H; (2) PPS10: offer, promise; (3) PPS7:

presuppose/raise/assert common ground; (4) PPS3: intensify interest to H; (5)

PPS15: give gifts to H; (6) PPS5: seek agreement in safe topics; (7) PPS9: assert

or presuppose knowledge of and concern for hearer’s wants; (8) PPS11: be

optimistic; (9) PPS12: include both S and H in the activity; (10) PPS6: avoid

disagreement; (11) PPS4: use in-group identity markers in speech; (12) PPS13:

give or ask for reasons; (13) PPS8: joke; (14) PPS2: exaggerate and (15) PPS14:

assume or assert reciprocity.

The reasons why the tourism service providers in Central Java used positive

politeness strategies are: (1) to show sympathy to tourists; (2) to motivate tourists

to do something; (3) to make the tourists happy; (4) to give warning to tourists;

(5) the relation between the tourism service providers and the tourists had been

intimate; (6) to check something in order to avoid mistakes; (7) tourism serie

providers did not want to argue the tourists’ opinion; (8) tourism service providers

made a mistake in doing something; (9) tourism service providers did not want to

blame the tourist’s statement directly, but corrected it indirectly in order to avoide

irritating the tourists’ feeling; (10) to change the tourists’ attention from one thing

to another thing; (11) to explain something to tourists; (12) to show solidarity to

tourists; (13) to change the situation from serious to relax; (14) to explain

complicated thing with funny expressions which were easy to be understood by

286

tourists; (15) to maintain loyalty of the tourists who had become customers; (16)

to avoid disappointment to the tourists; (17) to promote places of interest to

tourists; (18) to serve the tourists as well as possible; (19) to recommend tourists

to do something; (20) to follow the tourists’ desire; (21) to pay attention to the

touristss complaint and gave its solution in order to keep the tourists’ safety

during the tour; (22) to obey the regulation during visiting places of interest; (23)

to implement the company management rules; (24) to act professionally in doing

a job; (25) to get financial benefit in the form of tip possibly given by the tourists

and (26) to attract tourists to be his customers.

Besides that, tourism service providers in Central Java violated various

positive politeness strategies in tourism-service register to serve their tourists. The

positive politeness strategies they violated from the most to the least frequency

are: (1) PPS7: presuppose/raise/assert common ground; (2) PPS9: assert or

presuppose knowledge of and concern for hearer’s wants; (3) PPS14: assume or

assert reciprocity (4) PPS4: use in-group identity markers in speech; (5) PPS2:

exaggerate; (6) PPS8: joke; (7) PPS12: include both S and H in the activity; (8)

PPS11: be optimistic; (9) PPS10: offer, promise; (10) PPS3: intensify interest to

H; (11) PPS13: give or ask for reasons; (12) PPS5: seek agreement in safe topics;

(13) PPS6: avoid disagreement; (14) PPS15: give gifts to H and (15) PPS1:

notice, attend to H.

The reasons why the tourism service providers in Central Java violated

positive politeness strategies are: (1) the tourism service providers (tour guides)

were very strict to follow the itinerary schedule; (2) tourism service providers

287

(tour guides) were very busy to organise the tourists; (3) to prioritise serving one

tourst than another; (4) tourism service providers (tour guides) did not like the

tourists who had bargained for the souvenirs directly to the souvenir sellers

without their involvement because they would not get a commission from the

souvenir sellers; (5) tourism service providers had unhappy feeling to the tourists

who asked them much help; (6) to comfort tourists; (7) to protect tourists’ safety;

(8) to positioned themselves superior persons to young tourists; (9) the

relationship between the tour guides and the tourists had been intimate; (10) to

adjust tourists who used informal language with Jakarta or Solo dialect; (11)

tourism service providers were very busy; (12) tourism service providers made a

mistake to tourists; (13) to respond tourists’ statement directly; (14) to tell the

truth about the carelessness of tourism officers; (15) to give explanation about the

method of making something; (16) to defend themselves that they were doing

something appropriately; (17) to show the tourists that they enjoyed they

profession as tourism service providers; (18) to give precedence to their customers

than the new comers; (19) to show that they did not have authority to do

something; (20) to forbit tourists to do a dangerous action; (21) to refuse tourists’

request; (22) tourism service providers (souvenir sellers) did not like tourists who

were too much asking questions, too much selecting items displayed, too much

giving complaints and did not show seriousness to buy merchandises; (23) to end

tourists’ complaints; (24) to implement company management rules; (25) to

implement fairness to all tourists; (26) to avoid risk of dismissal from their

company management and (27) to avoid dong an action which was categorised as

288

a fatal breach to the hotel management rules.

The negative politeness strategies they used from the most to the least

frequency are: (1) NPS1: be conventionally indirect; (2) NPS5: give deference;

(3) NPS8: state the FTA as a general rule; (4) NPS2: question, hedge; (5) NPS4:

minimise the imposition; (6) NPS6: apologise; (7) NPS3: be pessimistic; (8)

NPS7: impersonalise the S and H; (9) NPS9: nominalise and (10) NPS10: go on

record as incurring a debt, or as not indebting H.

The reasons why the tourism service providers in Central Java used negative

politeness strategies are: (1) to communicate politely with tourists who were

firstly met; (2) to serve tourists who were older than the tourism service providers;

(3) to reconfirm and assured that all tourists had followed the tourism service

providers’ advice; (4) the tourism service providers were very busy; (5) the

tourism service providers did not want to be mutually responsible to a risk of

action done by the tourists; (6) to remind the tourists to be patient to do

something; (7) to ask the tourists to lend something to the tourism service

providers; (8) to get financial benefit in the form of tip possibly given by the

tourists; (9) to avoid mistakes; (10) to avoid complaints from the tourists; (11) to

maintain good image of the tourism service providers’ companies; (12) to offer

similar things to the tourists as alternative suggestions; (13) to remind the tourists

to act politely in the sacred area; (14) to give advice to tourists to take a part in

keeping the cleanliness of an area; (15) to tell the tourists about the company

policies; (16) to appreciate something had been done by the tourists; (17) to

request tourists to do something and (18) to express happiness.

289


negative politeness strategies in tourism-service register to serve their tourists.

The negative politeness strategies they violated from the most to the least

frequency are: (1) NPS10: go on record as incurring a debt, or as not indebting H;

(2) NPS4: minimise the imposition; (3) NPS7: impersonalise the S and H; (4)

NPS3: be pessimistic; (5) NPS8: state the FTA as a general rule; (6) NPS9:

nominalise; (7) NPS6: apologise; (8) NPS2: question, hedge; (9) NPS5: give

deference and (10) NPS1: be conventionally indirect.


negative politeness strategies are: (1) tourism service providers were very busy to

serve many tourists; (2) tourism service providers (souvenir sellers) did not like

tourists who were too much asking questions, too much selecting items displayed,

too much giving complaints and did not show seriousness to buy merchandises;

(3) tourism service providers (souvenir sellers) wanted to get money quickly from

the tourist.; (4) to convince tourists to do something; (5) tourism service providers

(souvenir sellers) did not like the tourist who was too much bargaining for the

souvenir price; (6) tourism service providers (souvenir sellers) did not like tourists

who criticised the quality of their merchandises; (7) tourism service providers

were much older than the tourists; (8) tourism service providers felt that his/her

relationship to tourists had been intimate; (9) to conceal tourism service providers’

ignorance of the answer to respond the tourists’ questions and (10) to show off the

tourism service providers’ success of involvement in doing something.

Referring to the above research findings, there is an interesting finding that

290

in order to make their tourists happy, tourism service providers often used a

politeness strategy just for ethok-ethok ‘pretense’ (see PPS2 in data 47 and 48,

PPS5 in data 14, PPS7 in data 65; PPS15 in data 92 and NPS9 in data 124 and

125). Based on the results of in-depth interviewing with the tourisim service

providers, the use of their ethok-ethok strategy was to expect financial benefit

from their tourists.

In terms of Javanese etiquette proper, ethok-ethok ‘dissimulation or

pretense’ is expecially valued as way of concealing one’s own wishes in deference

to one’s opposite (Geertz, 1960:246). The same sort of pattern is involved in the

early absolute requirement never to show one’s real feelings, especially to guests.

Any kind of negative feeling toward the guests must be dissimulated; and tourism

service providers are strongly enjoined to smile and be pleasant to guests for

whom they have very little use. Strong positive feelings are supposed to be hidden

except in very intimate situations. The effort is to keep a steady level of very mild

positive affect in interpersonal relations, an ethok-ethok warmth behind which all

real feelings can be effectively concealed. One often hears people say in praise of

someone that “one can never tell how he/she feels inside by how he/she behaves

the outside”.

The reluctance to express one’s feelings, wants and thoughts links Javanese

cultural norms with Japanese culture, but the element of concealment, of

conscious ‘dissimilation’, seems to be specifically Javanese (Wierzbicka,

2003:101) and refers to ends, the goal reached in a speech situation (Hymes,

1972) and M, meaning and aim of conversation (Peodjosoedarmo, 1985).

291

CHAPTER 7

POLITENESS NORMS


7. 1 Introduction

Sifianou (1992:88) found that British English speakers conceptualise

politeness as consideration of other people’s feelings by conforming to social

norms and expectations. These norms include the use of standard forms such as

please and sorry in appropriate situations, requests rather than demands for people

to do things for you and the display of ‘good manners’. Furthermore, Murphy and

Levy (2006:4) found Australian English speakers believe politeness is expressed

by showing formality, use of correct titles, grater use of please and thank you, use

of formal greetings and closings, offering assistance for further queries, offering

friendly greetings generally, use of careful wording and use of respectful endings.

In the case of American English speakers, Ide et al. (1992:290) found, on the other

hand, that polite correlated with respectful, considerate, pleasant, friendly and

appropriate, while impolite was correlated with conceited, offensive and rude. In

other words, across different varieties in English speakers’ lay notions of

politeness encompass various notions, including consideration, friendliness and

pleasantness, respect, appropriateness and modesty.

Tourism service providers in Central Java used various politeness norms in

tourism-service register to communicate with tourists. The politeness norms they

used can be classified into six groups: (1) Sm: sumanak ‘friendly’, (2) Sls: Sabar

292

lan sareh ‘Patient and with ease, calm’, (3) Ts: Tepa slira ‘Showing a feeling of

sympathy or solidarity’, (4) Aa: Andhap asor ‘Giving a higher respect,

appropriate appreciation’, (5) Ep: Empan papan ‘matches with the setting and

occasion’ and (6) Np: Nuju prana ‘Pleasing, satisfying’.

7.2 Sumanak ‘Friendly’

The following is an example of the implementation of sumanak in tourism-

service register.

Data (7) Context: Conversation a female receptionist (R) and a walk-in guest

(G) in Kusuma Sahid Prince Hotel




G: John Davis.






G: Okay.

In the first underlined expressions, the receptionist began his

communication with a greeting and offering assistance. Then in the second

underlined expressions, the receptionist was pleased to help the guest and asked

his name friendly. In the third underlined expressions, the receptionist repeated

the guest’s name and then asked him to give his passport number. In the fourth

underlined expressions, the receptionist asked the guest politely about the kind of

293

payment would be used by the guest. In the last underlined expressions, the

receptionist praised the guest related to the payment and then he checked him in.

Therefore, it can be inferred that the receptionist’s utterances Good evening, Sir.

May I help you?; Yes, certainly Sir. Can I have your name?; Mr. John Davis. Now,

can you give me your passport number?; Right. I’m sorry, how are you going to

pay? By cheque? By credit card? and Very good, Mr. Davis. Now, I’ve put you in

Room 119, on the first floor follow the Poedjosoedarmo’s Sm (friendly).

Why did the receptionist use the Sm? The Sm was used because she was

receiving a guest who had good purposes. In Javanese philosophy, people should

be friendly to welcome a guest who aims at connecting friendship or doing good

purposes.

Another example of the implementation of sumanak in tourism-service



(T) in Kauman Batik Village

S: Ngersake nopo, Den? ‘What do you want, Madam?’

T: Mau lihat-lihat batik. ‘I want to see batik.’

S: Mangga …. mau yang halus atau yang biasa? ‘Please … you want the soft or

the ordinary?’

T: Yang biasa aja, Bu. ‘The ordinary, please.’

S: (S handed the batik samples to T). Mangga silakan pilih. Nanti pilihan

warnanya banyak. ‘Please choose by yourself. There are many color choices.’

T: Kalau yang ini berapa? ‘How much for this?’

S: Itu untuk bukaan dhasar ya… tujuh puluh lima ribu saja. ‘For opening …

seventy five thousands rupiahs.’

In the first underlined expressions, the souvenir seller began her

294

communication with a question in respectful Javanese or krama and used address

form Den (abbreviated from Raden) ‘Madam’ as a friendly typical of Javanese.

Then in the second underlined expressions, the seller pleased the tourist politely to

see the batik and asked her wants, either the soft or the ordinary batik. In the third

underlined expressions, the seller pleased the tourist to choose the batik samples

she handed to her. Therefore, it can be inferred that the seller’s utterances

Ngersake nopo, Den? ‘What do you want, Madam?’; Mangga …. mau yang halus

atau yang biasa? ‘Please … you want the soft or the ordinary?’ and Mangga

silakan pilih. Nanti pilihan warnanya banyak. ‘Please choose by yourself. There

are many color choices’ follow the Poedjosoedarmo’s Sm (friendly).

Why did the souvenir seller use the Sm? The Sm was used because the

souvenir seller was serving the tourist who was expected to purchase her

merchandises. In other words, she was friendly because she expected financial

benefit, i.e. to get profit from the merchandises would be purchased by the tourist.


implementing sumanak in tourism-service register.


Kusuma Sahid Prince Hotel and a male caller (C) through

telephone

C : Halo. Masih ada kamar kosong, Mbak? ‘Hallo. Do you have a vacant

room?’

RC: Wah sudah penuh semua itu, Pak.. ‘All rooms are occupied, sir.’


RC: Ya kebetulan semua kamar sudah dibooking tamu rombongan dari Jakarta.



295


RC: Wah, ndak tahu ya. Bapak tanya aja sendiri. ‘I don’t know. Ask by yourself.’

In the underlined expressions, it seems that the reservation clerk did not

nggatekake ‘pay attention to what the caller said, and ready to respond him’.

Instead of sumeh ‘showing a cheerful face while engaging in a conversation’, she

was mrengut ‘frowning or showing a sour face’. Moreover, she did not want to

help the caller to give information about an available room in other hotels.

Therefore, it can be inferred that the reservation clerk’s utterances Wah, ndak tahu

ya. Bapak tanya aja sendiri ‘I don’t know. Ask by yourself’ do not follow the

Poedjosoedarmo’s Sm (friendly).

Why did the reservation clerk violate the Sm? The Sm was violated because

the reservation clerk felt that she did not need a guest to reserve a room anymore

since the hotel rooms had been fully occupied. In Javanese terms, the RC’s

attitude is called dumeh laris sombong ‘showing arrogance when the bisnis

product is selling well’.

Another example of a violation of implementing sumanak in tourism-service



visitor (V) in Pendawa Water World

V: Untuk bertiga berapa mbak? ‘How much is for three persons, sister?’

S: Dua ratus dua puluh lima ribu, per orang dihitung tujuh puluh lima ribu. ‘Two

hundreds and twenty five thousands rupiahs, that’s seventy five thousands per

person.’

V: Ini uangnya, mbak. ‘This is the money.’ (V handed Rp 300,000 to S)

S: Pake uang pas aja. Masih pagi gini belum ada kembaliannya. ‘Give me the

exact amount money. It’s early morning, I have no change.’

296

In the underlined expressions, the souvenir seller did not use friendly

utterances to communicate with the visitor. She refused the money given by the

visitor by the reason that she did not have the change. Not only felt as an impolite

seller, but the visitor also saw her as an unprofessional seller. Moreover, she did

not use politeness markers, like I’m sorry and an address from, like Pak ‘Sir’, Bu

‘Madam’, Mas ‘brother’ or Mbak ‘sister’ from the beginning of her expressions.

Therefore, it can be inferred that the ticket seller’s utterances Pake uang pas aja.

Masih pagi gini belum ada kembaliannya ‘Give me the exact amount money. It’s

early morning, I have no change’ do not follow Poedjosoedarmo’s Sm (friendly).

Why did the ticket seller violate the Sm? The Sm was violated because the

ticket seller was lazy to find the change in the safe money box. In Javanese terms,

the S’s attitude is called wegah repot ‘does not want to have a trouble’. Her

attitude was considered impolite because she did not want to be bothered by the

visitor to find the change which let the visitor in trouble to find the exact amount

money as same as the ticket price by himself.

7.3 Sabar lan sareh ‘Patient and with ease, calm’

The following is an example of the implementation of sabar lan sareh in


Data (1) Context: Conversation between a duty manager (M) of Kusuma

Sahid Prince Hotel and a guest (G) who lost his suitcases

G: Are you the Manager?

M: I’m the Duty Manager. And you’re Mr. Cote from Nusantara Group, aren’t

you? Can I help you?

G: You’d better. My suitcases have been stolen and I want them back, quick!

M: Let’s go into my office, and you can tell me exactly what’s happened. (They go

297

into the office).

G: Two suitcases. They’ve been stolen from outside my room …

M: Yes.

G: I put them out this morning for the bellboy to collect. He was supposed to take

them down to Nusantara Tour bus. But I’ve just been down to the bus, and

there’s a pile of suitcase there, but mine aren’t among them. They must have

been stolen.

M: I see. What time did you put them out?

G: About six thirty.

M: And can you tell me what they look like?

G: They’re large, soft grey leather suitcases with Nusantara stickers on them.

Look, I want some action on this!

M: Yes, of course Mr. Cote. I’m very sorry about this. Just let me get clear what

happened. You left two suitcases outside your door at half pas six, for the

bellboy to take down to the tour bus. You’ve been to the bus, and there’s no

sign of the suitcases.

G: Right.

M: Right then Mr. Cote. It’s possible that the suitcases have been put down in the

wrong place. So the first thing I’m going to do is to contact the bellboy, the

bell captain and the tour courier. Together we’ll check the hotel and the bus

thoroughly. I’ll also contact the hotel security officer, and we’ll see then if we

have to contact the police.

In the first underlined expressions, the duty manager was trying to protect

the guest’s privacy; by inviting him into his office since otherwise he would allow

the guest to display his anger in front of lobby full of other guests looking at him,

a situation that could threaten his face and would affect the hotel image.

Chronologically in the second, third, fourth and fifth underlined expressions, the

manager listened carefully for the complaint; wait until the guest had completely

298

finished talking; spoke normally by not rising his voice to match the guest’s voice;

asked politely, apologized; summarized the complaint and mentioned what action

would be taken. Therefore, it can be inferred that the manager’s utterances in the

above underline expressions follow the Poedjosoedarmo’s Sls (patient and with

ease, calm).

Why did the duty manager use the Sls? The Sls was used because the duty

manager had to handle the guest’s complaint patiently and with ease, calm ‘sabar

lan sareh’ to follow the standard operation procedure (SOP) for handling

complaints.

Another example of the implementation of sabar lan sareh in tourism-



at Laweyan Batik Village

T: Excuse me, I’m interested to know about the batik processing. Can you

explain it to me, please?

G: Sure. Let’s go to that room. (G and T went to the processing room) This is the

fabric that will be processed into batik material. First, it is colored by painting

the desired patterns.

T: Yes, ....

G: Second, this special copper batik wax is dipped into melted wax, and stamped

on the fabric.

T: I see … it’s hard work, isn’t it? … working near the stove.

G: Yes, that’s because the application has to use melted wax. Besides, the worker

has to take precaution to prevent the wax from dripping.

T: I never imagine the waxing process is quite complicated.

In the first underlined expressions, the tour guide responded the tourist

299

patiently by inviting her to go to the batik processing room. Then he explained the

first processing calmly. In the second underlined expressions, he explained the

second processing in cekak aos ‘brief but comprehensive’, runtut ‘ordered in a

good sentence’ and not in a nggladrah way ‘utter long, irrelevant and unnecessary

things’. In the last underlined expressions, the tour guide answered the tourist’s

question in cetha ‘clear, distinct’ way and not tumpang suh ‘in disorder with lots

of ovelapping’. Therefore, it can be inferred that the tour guide’s utterances Sure.

Let’s go to that room. This is the fabric that will be processed into batik material.

First, it is colored by painting the desired patterns; Second, this special copper

batik wax is dipped into melted wax, and stamped on the fabric and Yes, that’s

because the application has to use melted wax. Besides, the worker has to take

precaution to prevent the wax from dripping follow the Poedjosoedarmo’s Sls

(patient and with ease, calm).

Why did the tour guide use the Sls? The Sls was used because the tour guide

was explaining the batik processing in the workshop from the first step to the last

step. His way of explanation not only needed the chronological demonstration

from the workshop workers, but also the attention from him and the tourist.

Therefore, patience and calmness were needed to succed his guiding service in the

batik workshop.


implementing sabar lan sareh in tourism-service register.


(T) at Windujenar Antique Market. T was bargaining

for an antique plate

300

T: Harga pasnya berapa sih, Bu? ‘How much is the fixed price, Madam?’

S: Tiga ratus lima puluh ribu, Pak. ‘Three hundreds and fifty thousands, Sir.’

T: Bagaimana kalau dua ratus ribu? ‘How about two hundred thousands?’

S: Kalau nggak mau ya sudah. Dari tadi kok nawar-nawar terus. Pembeli yang

lain nanti juga masih banyak. ‘No problem if you don’t want to buy it. You’re

too much bargain from the beginning. There will be many buyers.’

In the underlined expressions, the souvenir seller used utterances which

were nyenyengit ‘hateful’ and rather galak ‘vicious’. Instead of sabar ‘patient’ in

serving the tourist during bargaining for the souvenir, she was gampang nesu ‘get

easily angry’. Therefore, it can be inferred that the seller’s utterances Kalau nggak

mau ya sudah. Dari tadi kok nawar-nawar terus. Pembeli yang lain nanti juga

masih banyak ‘No problem if you don’t want to buy it. You’re too much bargain

from the beginning. There will be many buyers’ do not follow the

Poedjosoedarmo’s Sls (patient and with ease, calm).

Why did the souvenir seller violate the Sls? The Sls was violated because

the souvenir seller did not like the tourist who was too much bargaining for the

souvenir price and did not show seriousness to buy the souvenir.

Another example of a violation of the implementation of sabar lan sareh in


Data (108) Context: Conversation between a souvenir batik seller (S) and a


T: Kok motifnya gini-gini aja ya, Bu? ‘The motifs just like these, Madam?’

S: Ya memang adanya itu. Kalau nggak suka ya ndak apa-apa. ‘These are what I

have. No problem if you don’t like them.’

In the underlined expressions, the souvenir seller did not show her patience

301

in answering the tourist’s question related to the batik motifs. The intonation of

her utterances was also high which did not reflect her calmness. Moreover she did

not give explanation related to the batik motifs as normally done by other

souvenir sellers at the opening conversation before dealing with bargaining for

souvenir prices. Therefore, it can be inferred that the seller’s utterances Ya

memang adanya itu. Kalau nggak suka ya ndak apa-apa ‘These are what I have.

No problem if you don’t like them’ do not follow the Poedjosoedarmo’s Sls

(patient and with ease, calm).

Why did the souvenir seller violate the Sls? The Sls was violated because

the souvenir seller did not like the tourist who criticised the quality of her

merchandises.

7.4 Tepa selira ‘Showing a feeling of sympathy or solidarity’

The following is an example of the implementation of tepa slira in tourism-

service register.



T: Aduh kakiku kok sakit banget ya? ‘Ouch, my leg hurts?’

G: Lho kenapa, Pak? ‘Goodness, what happened to your leg?’

T: Kelihatannya kram nih. Lama nggak naik turun tangga begini. ‘It seems I got

cramps. Long time not trekking up and down the stairs like these.’

G: Coba saya lihat, Pak. Kakinya direntangkan, Pak … kebetulan saya bawa

minyak urut …. saya urut sebentar ya, Pak? ‘Let me see, Sir. Stretch your leg,

Sir … Just by chance I bring massage oil …Can I massage a moment, Sir?’

T: Wah kebetulan banget. ‘Well, just right.’

In the first underlined expressions, the tour guide gave sympathy to the

302

tourist by asking the condition of the guest. In the second underlined expressions,

after knowing that the tourist had got his leg cramps, the tour guide followed up

his sympathy by asking the tourist to strecth his leg and massaged it with the

massage oil he brought. Therefore, it can be inferred that the tour guide’s

utterances Lho kenapa, Pak? ‘Goodness, what happened to your leg?’ and Coba

saya lihat, Pak. Kakinya direntangkan, Pak … kebetulan saya bawa minyak urut

…. saya urut sebentar ya, Pak? ‘Let me see, Sir. Stretch your leg, Sir … Just by

chance I bring massage oil …Can I massage a moment, Sir?’ follow the

Poedjosoedarmo’s Ts (showing a feeling of sympathy or solidarity).

Why did the tour guide use the Ts? The Ts was used because the tour guide

was aware of the tourist’s problem related to his safety. He acted to solve the

tourist’s problem soon to show his professionalism.

Another example of the implementation of tepa selira in tourism-service



tourist (T) at Kauman Batik Village. T was learning how

to make batik

T: Lihat ini hasil batikanku. Bagaimana pendapatmu, Mas? ‘Look at this, my

creation of batik. What do you think, brother?’

G: Coba saya lihat … Betul-betul indah. Tidak kalah dibanding pembatik

profesional. ‘Let me see … It’s really beautiful. Not inferior to a professional

batik creator.’

In the underlined expressions, the tour guide gave appreciation and

complementation to the tourist in the right situation. In other words, the tour guide

ngajeni ‘gave high respect, proper appreciation’ to the tourist. Moreover, the tour

303

guide acted to ‘position himself at the place of addressee’. Therefore, it can be

inferred that the tour guide’s utterances Coba saya lihat …Betul-betul indah.

Tidak kalah dibanding pembatik profesional. ‘Let me see … It’s really beautiful.

Not inferior to a professional batik creator’ follow the Poedjoesoedarmo’s Ts

(showing feeling of sympathy or solidarity).

Why did the tour guide use the Ts? The Ts was used because the tour guide

tried to satisfy the tourist and made her happy.

Unlike the above examples, the following example is a violation of tepa

selira in tourism-service register.


at Janti Fishery Court

G: Ayo cepat ditarik pancingnya … jangan sampai lepas ikannya! ‘Come on!

Pull the fishhook quickly … don’t let the fish released.’

T: Horeee! … kena … aku dapat ikan besar kali ini! ‘Hurray! … hit … I get a big

fish this time!’

G: Langsung dimasukkan ember lho, jangan dilepas lagi ya! ‘Put it directly into

the bucket, don’t release it again!’

In the underlined expressions, the tour guide did not show his interest to

give comment to the happy feeling expressed by the tourist. Instead of showing a

feeling of sympathy, he was even shifting his attention by requesting the tourist to

put the fish directly into the bucket. Therefore, it can be inferred that the tour

guide’s utterances Langsung dimasukkan ember lho, jangan dilepas lagi ya! ‘Put

it directly into the bucket, don’t release it again!’ do not follow the

Poedjoesoedarmo’s Ts (showing feeling of sympathy or solidarity).

Why did the tour guide violate the Ts? The Ts was violated because the

304

situation was informal and the relation between the tour guide and the tourist had

been intimate.

Another example of the violation of tepa selira in tourism-service register is

as follows:


at Triwindu Antique Market

T: Lihat nih, Mas. Aku dapat cincin akik bagus. Hanya dengan seratus ribu

rupiah. Tadi penjualnya minta lima ratus ribu. Sudah bagus, murah lagi. ‘Look

at this, brother. I’ve got a beautiful carnelian ring. Only with a hundred

thousand rupiahs. The seller offered it five hundred thousands. It’s beautiful

and cheap.’

G: Kalau seratus ribu ya ndak murah. Saya dapat lebih bagus dari itu, bahkan

hanya dengan harga lima puluh ribu. ‘A hundred thousands are not cheap. I

can get the more beautiful on than it, even with only fifty thousands.’

In the underlined expressions, the tour guide did not show his sympathy to

the tourist’s happy feeling. Instead of expressing solidarity to what had been

obtained by the tourist, he was even umuk ‘conceited’ and nggunggung diri ‘brag

or indulge in showing himself off’ by claiming that he was able to get the

carnelian ring which was cheaper and more beautiful than one obtained by the

tourist. Therefore, it can be inferred that the tour guide’s utterances Kalau seratus

ribu ya ndak murah. Saya dapat lebih bagus dari itu, bahkan hanya dengan harga

lima puluh ribu. ‘A hundred thousands are not cheap. I can get the more beautiful

on than it, even with only fifty thousands’ do not follow the Poedjoesoedarmo’s Ts

(showing feeling of sympathy or solidarity).

Why did the tour guide violate the Ts? The Ts was violated because the tour

305

guide did not like the tourist who had dealt with the souvenir seller directly

without his involvement since he would not get a commission from the souvenir

sellers.

7.5 Andhap asor ‘Giving a higher respect, appropriate appreciation’

The following is an example of the implementation of andhap asor in


Data (7) Context: Conversation a female receptionist (R) and a male walk-in

guest (G) in Kusuma Sahid Prince Hotel




G: John Davis.



R: Right. I‘m sorry, how are you going to pay? By cheque? By credit card?



G: Okay.

In the first, second, third and fifth underlined expressions, the receptionist

gave a high respect to the guest by using honorific words ‘Sir’ and ‘Mr’ in his

utterances. Furthermore, in first, second, third and fourth underlined expressions,

he offered assistance, asked the name, the passport number and the method of

payment to the guest humbly and politely. In other words, the receptionist used

polite level to show distant relation. Therefore, it can be inferred that the

receptionist’s utterances Good evening, Sir. May I help you?;Yes, certainly Sir;

306

Can I have your name?; Mr. John Davis. Now, can you give me your passport

number?; Right. I’m sorry, how are you going to pay? By cheque? By credit card?

and Very good Mr. Davis. Now, I’ve put you in Room 119, on the first floor follow

the Poedjosoedarmo’s Aa (giving a high respect, appropriate appreciation).

Why did the receptionist use the Aa? The Aa was used because the

receptionist was serving the guest who was much older than her.

Another example of the implementation of andhap asor in tourism-service



at Mangkunegaran Palace





Mangkunegaran Palace. That was the information I can provide about this

palace. Hopefully you are pleased with it. I apologise if I could not satisfy you



Ifah sangat berpengetahuan luas mengenai istana ini. ‘Thank you Miss Ifah.

We are satisfied guided by you. You’re very knowledgeable about this palace.’

G: Terima kasih kembali. Itu sudah menjadi tugas saya. ‘You’re welcome. It has

become my duty.’

In the first underlined expressions, the tour guide showed her ‘low and

humble’ utterances by apologising if she could not satisfy the tourists during her

guiding service. In the second underlined expressions, she was still humble by

saying that her satisfaction service felt by the tourist group was a kind of her duty.

307

In other words, she did not act umuk ‘conceited’, ngunggung diri ‘indulged in

showing herself off’ and degsura ‘self-centered’. Therefore, it can be inferred that

tour guide’s utterances Bila ada kekurangan dalam memandu Bapak Ibu, saya

mohon maaf yang sebesar-besarnya ‘I apologize if I could not satisfy you during

the guiding’ and Terima kasih kembali. Itu sudah menjadi tugas saya ‘You’re

welcome. It has become my duty’ follow the Poedjosoedarmo’s Aa (giving a high

respect, appropriate appreciation).

Why did the tour guide use the Aa? The Aa was used because the tour guide

implemented Javanese etiquette in which apologising was commonly used to

express weaknesses in serving guests, especially in the area of Mangkunegaran

Palace.

Unlike the above examples, the following is a violation of implementing

andhap asor in tourism-service register.


at Cetho Temple

G: Jadi Candi Cetho ini merupakan candi peninggalan Raja Brawijaya IV yang

merupakan raja terakhir Kerajaan Majapahit ‘So the Cetho Temple is an

inheritance temple of King Brawijaya IV, the last king of Majapahit

Kingdom.’

T: Wah rupanya Bapak sangat menguasai cerita tentang asal-usul candi ini ya?

‘Well, it seems that you know well the story about the origin of this temple.’

G: Ya karena saya guide yang paling senior di sini. Apalagi saya keturunan

ketujuh dari nenek moyang saya terdahulu yang bertugas memandu tamu-

tamu yang datang ke sini. ‘Yes, because I’m the most senior tour guide here.


guests visited this temple.’

308

In the underlined expressions, the tour guide did not speak humbly to the

tourist. He acted umuk ‘conceited’ by saying proudly that he was the senior guide

in the temple area. Moreover, he was ngunggung diri ‘indulged in showing

himself off’ by expressing proudly that he was the seventh descent of the tour

guide who served guests visiting the temple. Therefore, it can be inferred that the

tour guide’s expressions Ya karena saya guide yang paling senior di sini. Apalagi

saya keturunan ketujuh dari nenek moyang saya terdahulu yang bertugas

memandu tamu-tamu yang datang ke sini ‘Yes, because I’m the most senior tour

guide here. Moreover, I’m the seventh generation of my ancestor who had duty to

guide guests visited this temple’ do not follow the Poedjosoedarmo’s Aa (giving a

high respect, appropriate appreciation).

Why did the tour guide violate the Aa? The Aa was violated because the tour

guide wanted to get a legitimatcy from the tourist that he was the appropriate

person to guide tourists visiting the temple.

Another example of a violation of implementing andhap asor in tourism-



at Kasunanan Palace

G: Kanjeng Sinuwun Pakubuwono XII disebut juga Sinuwun Hamardhika, karena

tak lama setelah beliau naik tahta, Indonesia memproklamirkan kemerdekaan.

‘The King Pakubuwono XII was also called The King of Independece,

because not long after he reigned, Indonesia declared its independence.’

T: Wah saya belum lahir? ‘Say, I was not born.’

G: Lha Ibu usianya berapa to? ‘So, how old are you?’

T: Rahasia dong… ‘It’s secret…’

In the underlined expressions, the tour guide asked the tourist’s age which

309

was not considered proper in relation to the speech event. Furthermore, asking

private things like an age to the tourist was considered impolite. In other words,

the tour guide was benyunyak-benyunyuk ‘improper and unwelcome speech

initiater’. Therefore, it can be inferred that the tour guide’s utterances Lha Ibu

usianya berapa to? ‘So, how old are you?’ do not follow the Poedjosoedarmo’s

Aa (giving a high respect, appropriate appreciation).

Why did the tour guide violate the Aa? The Aa was violated because on the

part of the speaker the tour guide felt that his relation to the tourist had been

intimate, but on the part of the hearer the tourist felt that her relation to the tour

guide had not been intimate. In other words, although it is quite normal to ask

someone’s age in Javanese society, it will be considered impolite if the question is

subject to a person who has not been intimate with the questioner.

7.6 Empan papan ‘matches with the setting and occasion’

The following is an example of the implementation of empan papan in



in Kasunanan Palace

G: Bapak Ibu sekarang kita akan memasuki bangsal utama Keraton Surakarta

Hadiningrat. ‘Ladies and gentlemen, now we’ll enter the main building of

Surakarta Hadiningrat Palace.’

T: Kok pada lepas sepatu itu kenapa, Pak? ‘Why the visitors take off the shoes,

Sir?’

G: Lha nuwun sewu. Memang peraturan di sini kalau masuk bangsal utama

keraton sandal dan sepatu harus dilepas. ‘Well, excuse me. The regulation

here is that sleepers and shoes should be taken off when entering the main

310

building of the palace.’

In the underlined expressions, the tour guide’s statement agreed with the

setting and occasion. He answered the tourist’s question properly in relation to the

speech event and agreed with the mood of the tourist. Moreover, the

argumentation he expressed was nyambung ‘connected with’ the tourist’s

question. Therefore, it can be inferred that the tour guides’s utterances Lha nuwun

sewu. Memang peraturan di sini kalau masuk bangsal utama keraton sandal dan

sepatu harus dilepas ‘Well, excuse me. The regulation here is that sleepers and

shoes should be taken off when entering the main building of the palace’ follow

the Poedjosoedarmo’s Ep (matches with the setting and occasion).

Why did the tour guide use the Ep? The Ep was used because the tour guide

wanted to tell the tourist implicitly that the palace regulation related to the use of

the visitors’ dress and accessories should be obeyed by the tourists.

Another example of the implementation of empan papan in tourism-service



at the parking area of Mount Merapi National Park

G: Bagaimana Pak, bisa dilanjutkan perjalanan kita? ‘So, can we continue our

trip?’

T: Lha menara pandangnya mana? Apa masih jauh? ‘Where is the observation

tower?’

G: Itu tu kelihatan dari sini … Cuma di sebelah bukit itu kok. ‘That’s seen from

here … It’s only besides the hill.’

T: Bagaimana kalau jalan kaki saja ke sana? ‘How about we walk there?’

G: Ya boleh. Berarti mobilnya kita parkir di sini saja. ‘It’s okay. So, we park the

car here.’

311

In the underlined expressions, the tour guide’s utterances suited the speech

event and agreed with the mood of the tourist. His agreement to go on foot and

then the idea to park the car was nyambung ‘connected with’ the tourist’s request.

Therefore, it can be inferred that the tour guide's utterances Ya boleh. Berarti

mobilnya kita parkir di sini saja ‘It’s okay. So, we park the car here’ follow the

Poedjosoedarmo’s Ep (matches with the setting and occasion).

Why did the tour guide use the Ep? The Ep was used by the tour guide just

for nglegani ‘tried to make happy’ the tourist by fulfilling his desire.

Unlike the above examples, the following is a violation of implementing

empan papan in tourism-service register.


at the bus park of Kauman Batik Village

T: Pak bisa temani saya kembali ke toko yang tadi. Ada satu kain yang lupa

belum saya beli. ‘Sir, can you accompany me to go back to the previous shop

we visited. There is still a piece of cloth I forget to buy.’

G: Mbok sendiri aja, Bu. Saya harus ngurusi teman-teman yang lain. Toh juga

dekat tokonya dari sini. ‘Just go alone, Madam, I have to take care of your

friends. The shop is just near here.’

In the underlined expressions, the tour guide’a utterances did not agree with

the mood of the tourist. Instead of accompanying the tourist to go back to the

shop, he even requested the tourist to go alone by the reasons that he should take

care of other friends. In other words, the tourist did not nyambung ‘connected

with’ the tourist’s want. Therefore, it can be inferred that the tour guide’s

utterances Mbok sendiri aja, Bu. Saya harus ngurusi teman-teman yang lain. Toh

juga dekat tokonya dari sini ‘Just go alone, Madam, I have to take care of your

312

friends. The shop is just near here’ do not follow the Poedjosoedarmo’s Ep

(matches with the setting and occasion).

Why did the tour guide violate the Ep? The Ep was violated because the tour

guide was busy to organise the other tourists. In other words, he prioritised to

serve the tourist group than the individual tourist.

Another example of a violation of empan papan in tourism-service register

is as follows:


at Kauman Batik Village

T: Aduh ternyata berat juga ya bawa belanjaan segini banyak. ‘Ouch! It’s

apparently heavy to carry as many as this merchandise.’

G: Tapi jalannya agak dipercepat, Bu. Kita buru-buru melanjutkan perjalanan

ke tempat lain. ‘But rather quick your walk, Madam. We’re in hurry to

continue our trip to another place.’

In the underlined expressions, the tour guide’s utterances did not agree with

the setting and ocassion. He did not care about the tourist’s bustle carrying the

items purchased. His request to the tourist to walk quickly did not suit the speech

event and agreed with the tourist’s mood. In other words, the tour guide’s

utterances did not nyambung ‘connected with’ the finest sign of the woman’s want

who needed a help. Therefore, it can be inferred that the tour guide’s utterances

Tapi jalannya agak dipercepat, Bu. Kita buru-buru melanjutkan perjalanan ke

tempat lain. ‘But rather quick your walk, Madam. We’re in hurry to continue our

trip to another place’ do not follow the Poedjosoedarmo’s Ep (matches with the

setting and ocassion).

Why did the tour guide violate the Ep? The Ep was violated because the tour

313

guide did not like the tourist who did not obey the time limitation to visit the batik

village.

7.7 Nuju prana ‘Pleasing, satisfying’

The following is an example of the implementation of nuju prana in



female tourist (T) in Triwindu Antique Market









S: Untuk Ibu saya kasih lebih. Tiap pembelian sepuluh bonusnya satu biji. Jadi

untuk Ibu bonusnya lima biji. ‘For you I’ll give more. One piece bonus for

each ten pieces you buy. So, I give you five pieces bonus.’

In the underlined expressions, the souvenir seller pleased the tourist’s heart.

The utterances Untuk Ibu saya kasih lebih was ngresepake ‘causing plesant

feeling’. The way she enunciated the words in the following sentences, the

sequence of the sentences in the discourse and the content of the message were

runtut ‘ordered in good sentences’ and cekak aos ‘brief but comprehensive’.

Therefore, it can be inferred that the seller’s utterances Untuk Ibu saya kasih

lebih. Tiap pembelian sepuluh bonusnya satu biji. Jadi untuk Ibu bonusnya lima

biji ‘For you I’ll give more. One piece bonus for each ten pieces you buy. So, I

314

give you five pieces bonus’ follow the Poedjosoedarmo’s Np (pleasing,

satisfying).

Why did the souvenir seller use the Np? The Np was used because the

souvenir seller tried to satisfy the tourist and attract her to be his customer.

Another example of the implementation of nuju prana in tourism-service




G: Kamar yang biasa saya pesan lagi vacant nggak, Mbak? ‘Is the room I used

to book vacant, Miss?

R: Oh yang menghadap ke taman itu to, Pak? Sebentar saya cek … Maaf masih

dipakai tamu lain itu, Pak. ‘Oh the one faces the park, Sir? One moment, I’ll

check … Sorry, still used by another guest, Sir.

G: Terus kamar yang sejenis dengan itu ada nggak? ‘So, is there a similar room

available for me?’

R: Ada Pak. Ini malah lebih bagus … menghadap kolam renang. Tapi harganya

lebih mahal sedikit. ‘Yes, Sir. The room is better … faces the swimming pool.

But the rate is little bit more expensive.’

G: Mbok dibuat sama dengan kamar yang saya pakai gitu lho? ‘Why not to make

it the same rate as the room I used to stay?’

R: Mm … ya sudah lah, karena Bapak pelanggan kami, saya berikan harga yang

sama dengan kamar yang menghadap taman. ‘Mm … it’s ok. Because you are

our customer, I charge it the same as the one faces to the park.’

In the underlined expressions, the receptionist pleased the guest’s heart.

Although the actual rate for the room faced the swimming pool was more

expensive than one faced the park, he would charge it the same because the guest

was one of the hotel customers. In other words, the utterances he expressed was

ngresepake ‘causing plesant feeling’. Moreover, the content of the message was

315

cekak aos ‘brief but comprehensive’. Therefore, it can be inferred that the

receptionist’s expressions Mm … ya sudah lah, karena Bapak pelanggan kami,

saya berikan harga yang sama dengan kamar yang menghadap taman ‘Mm …

it’s okay. Because you are our customer, I charge it the same as the one faces to

the park’ follow the Poedjosoedarmo’s Np (pleasing, satisfying).

Why did the receptionist use the Np? The Np was used because the

receptionist tried to satisfy the guest and maintain her loyalty as a hotel customer.

Unlike the above examples, the following example is a violation of nuju

prana in tourism-service register.

Data (46) Context: Conversation between a tour guide (G) and a tourist (T),

member of student tourists in Radya Pustaka Museum

T: Wah kerisnya bagus-bagus banget, ya? Koleksinya juga lengkap. ‘Wow, the

daggers are beautiful, aren’t they? Their collection is also complete.’

G: Sudah-sudah. Waktu kunjungan hampir habis. Sebentar lagi museum akan

ditutup. ‘That’s enough. The time to visit is almost up. For a few moments the

museum will be closed.’

T: Lho gimana to, Pak? Kita kan belum lama lihat-lihatnya? ‘How come, Sir?

We’re still not long to look around.’

In the underlined expressions, it shows that the tour guide’s utterances were

not ngresepake ‘causing pleasant feeling’. The content of the speech was nglarani

ati ‘causing heart irritation’ because he did not let the tourist had opportunity to

see the collection of dagger he was interested in. Furthermore, the tour guide’s

expressions made the tourist’s complaint. Therefore, it can be inferred that the tour

guide’s utterances Sudah-sudah. Waktu kunjungan hampir habis. Sebentar lagi

museum akan ditutup ‘That’s enough. The time to visit is almost up. For a few

316

moments the museum will be closed’ do not follow the Poedjosoedarmo’s Np

(pleasing, satisfying).

Why did the tour guide violate the Np? The Np was violated because the

tour guide did not like the tourist who was difficult to be organised. The tourist

was separated from the group because he did not want to be in groups with the

other student tourists.

Another example of a violation of nuju prana in tourism-service register is as

follows:


during the tour

T: Di depan itu pasar apa ya Pak? Ramai betul ya? ‘What market is that, Sir?

It’s really crowded!’

G: Itu Pasar Tradisional Tawangmangu. ‘That’s the Tawangmangu Traditional

Market.’

T: Yang dijual apa saja, Pak? ‘What is sold inside, Sir?’

G: Ya kebanyakan sayur, buah, dan makanan ringan. ‘Mostly vegetables, fruits

and snacks.’

T: Coba turun sebentar, Pak. Saya mau lihat-lihat. ‘Get off for a moment, Sir. I

want to look around.’

G: Wah nggak bisa, Bu. Ini waktunya sudah terlalu sore … dan kalau lihat-lihat

pasti butuh waktu lama. ‘Ouch! Cannot, Madam. It’s already late afternoon …

and it needs long time to look around.’

T: Tolong sebentar aja deh, Pak. Nanti Bapak saya kasih tambahan ongkos. ‘Just

a moment, Sir, please. I’ll give you additional tip.’

G: Wah tetap nggak bisa, Bu. Itu di luar jadwal kunjungan … nanti sampainya

Solo kita bisa kemalaman. ‘It cannot, Madam. That’s beyond the visit

schedule … we’ll arrive Solo too evening.’

In the first underlined expressions, the tour guide’s utterances were not resep

317

‘pleasing’ of the tourist because he did not fulfil the tourist’s interest in a tourism

object. In the second underlined expressions, he did not also ngresepake ‘causing

pleasing feeling’ by refusing the tourist’s request to drop her at the Tawangmangu

Market. Therefore, it can be inferred that the tour guide’s expressions Wah nggak

bisa, Bu. Ini waktunya sudah terlalu sore … dan kalau lihat-lihat pasti butuh

waktu lama ‘Ouch! Cannot, Madam. It’s already late afternoon … and it needs

long time to look around’ and Wah tetap nggak bisa, Bu. Itu di luar jadwal

kunjungan … nanti sampainya Solo kita bisa kemalaman ‘It cannot, Madam.

That’s beyond the visit schedule … we’ll arrive Solo too evening’ do not follow

the Poedjosoedarmo ’s Np (pleasing, satisfying).

Why did the tour guide violate the Np? The Np was violated because the

tour guide was very strict to obey the visit schedule. He was not flexible to fulfil

the tourist’s desire during the tour.

7.8 Recapitulation of Politeness Norms


following summary:

Tourism service providers in Central Java used various politeness norms in

tourism-service register to serve their tourists. The politeness norms they used

from the most to the least frequency are: (1) Sm: sumanak ‘friendly’, (2) Aa:

andhap asor ‘giving a high respect, appropriate appreciation’, (3) Sls: sabar lan

sareh ‘patient and with ease, calm’, (4) Np: nuju prana ‘pleasing, satisfying’, (5)

Ep: empan papan ‘matches with the setting and occasion’ and (6) Ts: tepa slira

‘showing a feeling of sympathy or solidarity’.

318

The reasons why the tourism service providers in Central Java used

politeness norms are: (1) to welcome tourists; (2) to expect financial benefit; (3)

to record the tourist’s data accurately and in detail; (4) to explain the process of

making an art object cronologically; (5) were aware of the tourists’ problems

related to their safety; (6) to satisfy tourists and made them happy; (7) to serve old

tourists; (8) to apologise to tourists; (9) to tell rules and regulations applied at

places of interest; (10) just for nglegani ‘tried to make happy’ the tourists and (11)

to attract tourists to be his/her customers.


politeness norms in tourism-service register to serve their tourists. The politeness

norms they violated from the most to the least frequency are: (1) Ts: tepa slira

‘showing a feeling of sympathy or solidarity’, (2) Ep: empan papan ‘matches with

the setting and occasion’, (3) Aa: andhap asor ‘giving a high respect, appropriate

appreciation’, (4) Np: nuju prana ‘pleasing, satisfying’, (5) Sls: sabar lan sareh

‘patient and with ease, calm’ and (6) Sm: sumanak ‘friendly’.


politeness norms are: (1) showing arrogance when the bisnis product is selling

well; (2) did not want to have a trouble; (3) did not like tourists who were too

much bargaining for souvenir prices and did not show seriousness to buy the

souvenirs; (4) did not like tourists who criticised the quality of their

merchandises; (5) the situation was informal; (6) the relationship with the tourists

had been intimate; (7) did not see possibility to get financial benefit; (8) to show

off their professionalism; (9) to ask tourists’ privacy; (10) were very busy; (11)

319

did not like tourists who did not obey time limitation to visit places of interest;

(12) did not like tourists who were difficult to be organised and (13) were strict to

obey rules and were not flexile to fulfil tourists’ desire.

Referring to the above research findings, there is an interesting new finding

that in order to make their tourists happy, tourism service providers often used a

politeness norm just for nglegani ‘tried to make happy’ the tourists (see Ep in data

46). Based on the results of in-depth interviewing with the tourism service

providers, the reason why they nglegani was to agree rather ponderously to fulfil

the tourists’ desire. So, it can be inferred that the psychological position of ngelagi

is between tenanan ‘in reality’ and ethok-ethok ‘pretense’.

320

CHAPTER 8

POLITENESS LEVELS


8.1 Introduction

In any interaction, interactants typically have pre-existing conceptions of

various contextual components, based on their relevant previous experience. For

example, they have conceptions of the degree of specific personal relationships;

they have conceptions of the scope of the rights and obligations of the people they

are interacting with; and they have an understanding of the costs and benefits, face

considerations and so on associated with certain speech acts.

Brown and Levinson (1987) propose an additive model of these contextual

variables, suggesting that speakers make an overall assessment of the amount of

face work required by adding up the following: the amount of power difference

between hearer and speaker, the amount of distance between speaker and hearer

and the degree of imposition of the message.

We use scales to assess the appropriate degree of politeness. Politeness is

itself a matter of degree and determining the appropriate degree of (pragmatic)

politeness depends on other scales of values. Leech (1983:194) states that the

most important of these are: (1) Vertical distance between S and H (in terms of

status, power, role, age, etc.), (2) Horizontal distance between S and H (intimate,

familiar, acquaintance, stranger, etc.), (3) Weight or value: how large is the

benefit, the cost, the favour, the obligation, etc., i.e. the real socially-defined value

321

of what is being transacted, (4) Strength of socially-defined rights and obligations

(e.g. a host’s obligations to a guest, service providers’ obligations to their clients

and customers) and (5) “self-territory” and “other-territory” (in-group

membership vs. out-group). There are degrees of membership of “self-territory”

and “other territory”.

In tourism industry, a polite level utterance is an utterance which has the

criteria: appropriate manner and appropriate explanation; a normal level utterance

is an utterance which has the criteria: the tourist’s desire is fulfilled; and an

impolite utterance is an utterance which has the criteria: the tourist feels

unpleasant.

The following is the result of questionnaire distributed to 120 tourists in

which 50 of them were English speaking tourists came from Great Britain (10

persons), USA (20 persons) and Australia (20 persons) and 70 of them were

Indonesian speaking tourists came from some provinces in Indonesia, including

Central Java Province.

The following are the politeness levels in tourism-service register which can

be grouped into the 13 kinds of conversational discourse: (1) handling

reservations, (2) meeting tourists at the airport/railway station, (3) providing

information upon arrival on the way to hotel, (4) helping tourists with their

registration, (5) handling telephone enquiries, (6) giving directions, (7) giving

information about art performances and entertainment, (8) beginning a tour and

describing the itinerary, (9) describing points of interest on the tour route, (10)

serving meals at restaurant, (11) describing processes used in making art objects

322

(batik, leather puppets, gamelan instruments, etc.), (12) bargaining for souvenir

prices and (13) describing tourist sites.

8.2 Politeness Levels in the Conversation on Handling Reservations

Data (1) Context: Conversation between a reservation clerk (C) of Nusantara

Tours and a caller/tourist (T) through telephone


C: One moment, please … Yes. There’s a flight at seven thirty and one at eight

thirty.

T: That’s fine.







C: Could I have your name, please?






The questionnaire answers show that 47 (94%) foreign tourists considered

that the utterances Could I have your name, please? used by the reservation clerk

were P (polite), 3 (6%) tourists considered them N (normal) and none of the

tourists considered them I (impolite). On the other hand, 61 (87.14%) Indonesian

tourists stated that the utterances ‘Boleh tahu siapa nama Bapak?’ were P (polite),

9 (12.86%) tourists stated them N (normal) and none of the tourists stated them I

323

(impolite). So, it can be inferred that based on the foreign and Indonesian tourists'

perceptions, the use of the reservation clerk’s utterances Could I have your name,

please? ‘Boleh tahu siapa nama Bapak?’ has a polite level.

The questionnaire answers also show that 50 (100%) foreign tourists

considered that the utterances How would you like to pay, Mr. Kirch? used by the

reservation clerk were P (polite), none of the tourists considered them N (normal)

and I (impolite). On the other hand, 63 (90%) Indonesian tourists stated that the

utterances ‘Pembayarannya bagaimana, Pak?’ were P (polite), 7 (10%) tourists

stated them N (normal) and none of the tourists stated them I (impolite). So, it can

be inferred that based on the foreign and Indonesian tourists' perceptions, the use

of the reservation clerk’s utterances How would you like to pay, Mr. Kirch?

‘Pembayarannya bagaimana, Pak?’ has polite a level.

Data (2) Context: Conversation between an officer (O) of Natratour and a

tourist (T)

O: Selamat siang, Bu. Ada yang bisa saya bantu? ‘Good afternoon, Madam.






the flight?’

O: Wah, kalau untuk mengundur seharusnya dua hari sebelumnya. ‘If you want





O: Ya berarti tiket Ibu hangus. ’It means that your ticket is expired.’

324


that the utterances ‘If you want to delay the flight, you should do it two days

before’ used by the reservation clerk were P (polite), 14 (28%) tourists considered

them N (normal) and none of the tourists considered them I (impolite). On the

other hand, 19 (27.15%) Indonesian tourists stated that the utterances Wah, kalau

untuk mengundur seharusnya dua hari sebelumnya were P (polite), none of the

tourists stated them N (normal) and 51 (72.85%) tourists stated them I (impolite).

So, it can be inferred that based on the foreign tourists' perceptions, the use of the

reservation clerk’s utterances ‘If you want to delay the flight, you should do it two

days before’ has a polite level, but based on the Indonesian tourists’ perceptions,

the utterances Wah, kalau untuk mengundur seharusnya dua hari sebelumnya has

an impolite level.


considered that the utterances ’It means that your ticket is expired’ used by the

reservation clerk were P (polite), 32 (64%) tourists considered them N (normal)

and 4 (8%) tourists considered them I (impolite). On the other hand, none of

Indonesian tourists stated that the utterances Ya berarti tiket Ibu hangus was P

(polite), 7 (10%) tourists stated them N (normal) and 63 (90%) tourists stated

them I (impolite). So, it can be inferred that based on the foreign tourists'

perceptions, the use of the reservation clerk’s utterances ’It means that your ticket

is expired’ has a normal level, but based on the Indonesian tourists’ perceptions,

the utterances Ya berarti tiket Ibu hangus has an impolite level.

325

Data (3) Context: Conversation between a reservation clerk (RC) of Kusuma

Sahid Prince Hotel and a caller (C) through telephone

C : Halo. Masih ada kamar kosong, Mbak? ‘Hallo. Do you have a room?’

RC: Wah sudah penuh semua itu, pak.. ‘All rooms are occupied, sir.’


RC: Ya kebetulan semua kamar sudah dibooking tamu rombongan dari Jakarta.




RC: Wah, ndak tahu ya. Bapak tanya aja sendiri. ‘I don’t know. Ask by yourself.’


that the utterances ‘I don’t know. Ask by yourself’ used by the reservation clerk

were P (polite), 6 (12%) tourists considered them N (normal) and 39 (78) tourists

considered them I (impolite). On the other hand, no Indonesian tourists stated that

the utterances Wah, ndak tahu ya. Bapak tanya aja sendiri used by the reservation

clerk were P (polite), 3 (4.29%) tourists stated them N (normal) and 67 (95.71%)

tourists stated them I (impolite). So, it can be inferred that based on the foreign

and Indonesian tourists' perceptions, the use of the reservation clerk’s utterances ‘I

don’t know. Ask by yourself’ Wah, ndak tahu ya. Bapak tanya aja sendiri has an

impolite level.

8.3 Politeness Levels in the Conversation on Meeting Tourists at the

Airport/Railway Station





326




T: Yes.



that the utterances Could you come this way, please? The car is just over there

used by the tour guide were P (polite), 3 (6%) tourists considered them N (normal)

and none of the tourists considered them I (impolite). On the other hand, 62

(88.57%) Indonesian tourists stated that the utterances ‘Ibu bisa lewat sini?

Mobilnya ada di sana’ were P (polite), 8 (11.43%) tourists stated them N (normal)

and none of the tourists stated them I (impolite). So, it can be inferred that based

on the foreign and Indonesian tourists’ perceptions, the use of the tour guide’s

utterances Could you come this way, please? The car is just over there ‘Ibu bisa

lewat sini? Mobilnya ada di sana’ has a polite level.

8.4 Politeness Levels in the Conversation on Providing Information upon

Arrival on the Way to Hotel



Jaya Solo

G: Hello, everyone. My name is Kiky and the driver’s name is Abim. On behalf of

Natratour I’d like to welcome you all to Solo. The bus ride to your hotel will

take about fifteen minutes. The hotel is located in the center of the city and the

airport is in the western part just outside Solo. Right now I’d like to take a

minute to familiarise you with some brief safety precautions. Firstly, I

recommend you to remain seated until we reach our destination. Secondly,

327

please realise that it is against the law to get drunk in public. Enjoy your

vacation.

T: OK, no problem.


that the utterances Secondly, please realise that it is against the law to get drunk in

public used by the tour guide were P (polite), 3 (6%) tourists considered them N

(normal) and none of the tourists considered them I (impolite). On the other hand,

62 (88.57%) Indonesian tourists stated that the utterances ‘Yang kedua, tolong

dimengerti bahwa mabuk-mabukan di depan umum adalah tindakan melawan

hukum’ were P (polite), 8 (11.43%) tourists stated them N (normal) and none of

the tourists stated them I (impolite). So, it can be inferred that based on the foreign

and Indonesian tourists’ perceptions, the use of the tour guide’s utterances

Secondly, please realise that it is against the law to get drunk in public ‘Yang

kedua, tolong dimengerti bahwa mabuk-mabukan di depan umum adalah tindakan

melawan hukum’ has a polite level.



Jaya Solo









328



that the utterances I promise you are going to enjoy your stay here in Solo used by

the tour guide were P (polite), 28 (56%) tourists considered them N (normal) and

none of the tourists considered them I (impolite). On the other hand, 13 (18.57%)

Indonesian tourists stated that the utterances ‘Saya menjamin Bapak Ibu akan

senang selama tinggal di Kota Solo’ were P (polite), 57 (81.43%) tourists stated

them N (normal) and none of the tourists stated them I (impolite). So, it can be

inferred that based on the foreign and Indonesian tourists' perceptions, the use of

the tour guide’s utterances I promise you are going to enjoy your stay here in Solo

‘Saya menjamin Bapak Ibu akan senang selama tinggal di Kota Solo’ has a normal

level.

8.5 Politeness Levels in the Conversation on Helping Tourists with Their

Registration

Data (7) Context: Conversation a receptionist (R) and a walk-in guest (G) in





G: John Davis.






G: Okay.

329


that the utterances Can I have your name? used by the receptionist were P (polite),

9 (18%) tourists considered them N (normal) and none of the tourists considered

them I (impolite). On the other hand, 66 (94.3%) Indonesian tourists stated that

the utterances ‘Boleh tahu nama Bapak?’ were P (polite), 4 (5.7%) tourists stated

them N (normal) and none of the tourists stated them I (impolite). So, it can be

inferred that based on the foreign and Indonesian tourists' perceptions, the use of

the receptionist’s utterances Can I have your name? ‘Boleh tahu nama Bapak?’

has a polite level.


considered that the utterances Now, can you give me your passport number? used

by the receptionist were P (polite), 7 (14%) tourists considered them N (normal)

and none of the tourists considered them I (impolite). On the other hand, 52

(74.29%) Indonesian tourists stated that the utterances ‘Lalu, nomor paspor

Bapak?’ were P (polite), 18 (25.71%) tourists stated them N (normal) and none of

the tourists stated them I (impolite). So, it can be inferred that based on the

foreign and Indonesian tourists' perceptions, the use of the receptionist’s

utterances Now, can you give me your passport number? ‘Lalu, nomor paspor

Bapak?’ has a polite level.

Furthermore, the questionnaire answers show that 49 (98%) foreign tourists

considered that the utterances I am sorry, how are you going to pay? By cheque?

By credit card? used by the receptionist were P (polite), 1 (2%) tourist considered


other hand, 67 (95.71%) Indonesian tourists stated that the utterances ‘Maaf,

330

bagaimana cara pembayarannya? Dengan cek? Dengan kartu kredit?’ were P

(polite), 3 (4.29%) tourists stated them N (normal) and none of the tourists stated

them I (impolite). So, it can be inferred that based on the foreign and Indonesian

tourists' perceptions, the use of the receptionist’s utterances I am sorry, how are

you going to pay? By cheque? By credit card? ‘Maaf, bagaimana cara

pembayarannya? Dengan cek? Dengan kartu kredit?’ has a polite level.

Data (8) Context: Conversation a receptionist (R) and a guest (G) in

Pramesthi Hotel. The receptionist was helping the guest

who would check out

R: Good morning, Madam. May I help you?


R: What is your name?

G: Kate Doolan


bill. The total amount is Rp 2,875,000 rupiahs. You want to recheck it?



that the utterances What is your name? used by the receptionist were P (polite), 3

(6%) tourists considered them N (normal) and none of the tourists considered

them I (impolite). On the other hand, none of Indonesian tourists stated that the

utterances ‘Siapa nama Anda?’ were P (polite), 28 (40%) tourists stated them N

(normal) and 42 (60%) tourists stated them I (impolite). So, it can be inferred that

based on foreign tourists' perceptions, the use of the receptionist’s utterances What

is your name? has a polite level, but based on Indonesian tourists’ perception, the

use of the receptionist’s utterances ‘Siapa nama Anda?’ has an impolite level.


331

considered that the utterances You want to recheck it? used by the receptionist

were P (polite) and 70 (100%) Indonesian tourists considered that the utterances

‘Anda ingin mengecek ulang?’ were P (polite). Neither foreign tourists nor

Indonesian tourists considered that they were N (normal) and I (impolite). So, it

can be inferred that based on the foreign and Indonesian tourists' perceptions, the

use of the receptionist’s utterances You want to recheck it? ‘Anda ingin mengecek

ulang?’ has a polite level.

8.6 Politeness Levels in the Conversation on Handling Telephone Enquiries





hold?

C: Okay, no problem.

The questionnaire answers show that 50 (100%) foreign tourists and 70

(100%) Indonesian tourists considered that the utterances I’m sorry, the number is

engaged. Would you like to hold? ‘Maaf masih sibuk telponnya. Apa Bapak mau

menunggu?’ used by the telephone operator were P (polite), neither foreign

tourists nor Indonesian tourists considered them N (normal) and I (impolite). So,

it can be inferred that based on the foreign and Indonesian tourists' perceptions,

the use of the telephone operator’s utterances I’m sorry, the number is engaged.

Would you like to hold? ‘Maaf masih sibuk telponnya. Apa Bapak mau

menunggu?’ has a polite level.

332


Kusuma Sahid Prince Hotel and a caller (C)

C: Hallo. Bisa disambungkan ke kamar Pak Suryono? ‘Hello. Can you connect

me to Mr. Suryono’s room?’

O: Mohon ditunggu sebentar … Kok di sini tidak ada tamu yang menginap atas

nama Bapak Suryono ya? ‘Wait a moment, please … There is no guest with

the name Mr. Suryono here.’

C: Lho gimana sih hotel ini. Pak Suryono sudah check in seperempat jam yang

lalu. ‘What happens with this hotel? Mr. Suryono has checked in fifteen

minutes ago.’

O: Oh maaf, Bu. Kalau begitu coba saya sambungkan ke resepsionis. ‘Oh, I’m

sorry, Madam. I’ll try to connect you to receptionist.’


that the utterances ‘There is no guest with the name Mr. Suryono here’ used by the

telephone operator were P (polite), 12 (18%) tourists considered them N (normal)

and none of the tourists considered them I (impolite). On the other hand, no

Indonesian tourists stated that the utterances Kok di sini tidak ada tamu yang

menginap atas nama Bapak Suryono ya? were P (polite), 5 (7.14%) of the tourists

stated them N (normal) and 65 (92.85%) tourists stated them I (impolite). So, it

can be inferred that based on the foreign tourists' perceptions, the use of the

telephone operator’s utterances ‘There is no guest with the name Mr. Suryono

here’ has polite level, but based on the Indonesian tourists’ perceptions, the

utterances Kok di sini tidak ada tamu yang menginap atas nama Bapak Suryono

ya? has an impolite level.


considered that the utterances ‘Oh, I’m sorry, Madam. I’ll try to connect you to

333

receptionist’ used by the telephone operator were P (polite) and 70 (100%)

Indonesian tourists also stated that the utterances Oh maaf, Bu. Kalau begitu coba

saya sambungkan ke resepsionis were P (polite). Neither foreign tourists nor

Indonesian tourists considered that they were N (normal) and I (impolite). So, it

can be inferred that based on the foreign and Indonesian tourists' perceptions, the

use of the telephone operator’s utterances ‘Oh, I’m sorry, Madam. I’ll try to

connect you to receptionist’ Oh maaf, Bu. Kalau begitu coba saya sambungkan ke

resepsionis has a polite level.

8.7 Politeness Levels in the Conversation on Giving Directions




B: Well, it’s easy. If you’ll go there on foot, first, go down this street until you

find a T-junction. Turn left and go east for about two hundred meters until you

see the big statue of Slamet Riyadi Hero at Gladak crossroad. Then, turn right

at the crossroad and go south for about a hundred meter until you see Alun-alun

of Kasunanan Palace. After that, cross the Alun-alun, you will finally find the

two-storey building with a big gate on the right. That’s the Klewer Market.

Don’t miss it.


that the utterances Well, it’s easy used by the bellboy were P (polite), 21 (42%)

tourists considered them N (normal) and none of the tourists considered them I

(impolite). On the other hand, 63 (90%) Indonesian tourists stated that the

utterances ‘Baik, mudah saja’ were P (polite). 7 (10%) tourists stated them N

(normal) and none of the tourists stated them I (impolite). So, it can be inferred

334

that based on the foreign and Indonesian tourists' perceptions, the use of the

bellboy’s utterances Well, it’s easy ‘Baik, mudah saja’ has a polite level.


considered that the utterances Don’t miss it used by the bellboy were P (polite), 33


them I (impolite). On the other hand, 5 (7.14%) Indonesian tourists stated that the

utterances ‘Jangan sampai kesasar’ were P (polite), 14 (20%) tourists stated them

N (normal) and 31 (72.86%) tourists stated them I (impolite). So, it can be

inferred that based on the foreign tourists' perceptions, the use of the bellboy’s

utterances Don’t miss it has a normal level, but based on the Indonesian tourists’

perceptions, the use of the bellboy’s utterances ‘Jangan sampai kesasar’ has an

impolite level.

8.8 Politeness Levels in the Conversation on Giving Information about Art

Performances and Entertainment



the early evening


in this city?

O: Why don’t you watch wayang orang Sriwedari in the evening? For morning or

afternoon city sightseeing, you can visit Kasunanan Palace, Mangkunegaran

Palace, or Radya Pustaka Museum. And for shopping, you can visit traditional

markets, like Klewer Market and Triwindu Antique Market or modern

shopping malls, like Solo Grand Mall and Solo Square.

G: Well, I’d like to wayang orang. How do I get there?


335




that the utterances Why don’t you watch wayang orang Sriwedari in the evening?

used by the guest relation officer were P (polite), none of the tourists considered

them N (normal) and I (impolite). On the other hand, 16 (%) Indonesian tourists

stated that the utterances ‘Mengapa tidak menonton wayang orang Sriwedari saja

di malam hari?’ were P (polite), 54 (%) tourists stated them N (normal) and none

of the tourists stated them I (impolite). So, it can be inferred that based on the

foreign tourists' perceptions, the use of the guest relation officer’s utterances Why

don’t you watch wayang orang Sriwedari in the evening? has a polite level, but

based on the Indonesian tourists’ perception, the utterances ‘Mengapa tidak

menonton wayang orang Sriwedari saja di malam hari?’ has a normal level.


considered that the utterances Why don’t you go by becak? used by the guest

relation officer was P (polite), none of the tourists considered that they were N

(normal) and I (impolite). On the other hand, 17 (24.29%) Indonesian tourists

stated that the utterances ‘Mengapa tidak naik becak saja?’ were P (polite), 53

(75.71%) tourists stated them N (normal) and none of the tourists stated them I

(impolite). So, it can be inferred that based on the foreign tourists' perceptions, the

use of the guest relation officer’s utterances Why don’t you go by becak? has a

polite level, but based on the Indonesian tourists’ perceptions, the use of the guest

relation officer’s utterances ‘Mengapa tidak naik becak saja?’ has a normal level.

336

8.9 Politeness Levels in the Conversation on Beginning a Tour and Describing

the Itinerary


in a tourist car in front of Pramesthi Hotel

G: Please be careful with your head when you enter the car. We have to go by car,

instead of by bus today because the road is too steep for a bus.


G: No, it’s quite safe. Beside, we have an experienced driver. And the scenery

will be worth seeing. Don’t worry. Just enjoy yourself.



that the utterances We have to go by car, instead of by bus today because the road

is too steep for a bus used by the tour guide were P (polite), 39 (78%) tourists

considered them N (normal) and none of the tourists considered them I (impolite).

On the other hand, 10 (14.29%) Indonesian tourists stated that the utterances ‘Kita

harus pergi dengan mobil, bukannya bis karena jalannya terlalu curam jika kita

menggunakan bis’ were P (polite), 60 (85.71%) of the tourists stated them N


that based on the foreign and Indonesian tourists' perceptions, the use of the tour

guide’s utterances We have to go by car, instead of by bus today because the road

is too steep for a bus ‘Kita harus pergi dengan mobil, bukannya bis karena

jalannya terlalu curam jika kita menggunakan bis’ has a normal level.


considered that the utterances No, it’s quite safe used by the tour guide were P

(polite), 31 (62%) tourists considered them N (normal) and none of the tourists

337

considered them I (impolite). On the other hand, 18 (25.71%) Indonesian tourists

stated that the utterances ‘Tidak, cukup aman’ were P (polite), 52 (74.29%)

tourists stated them N (normal) and none of the tourists stated them I (impolite).

So, it can be inferred that based on the foreign and Indonesian tourists'

perceptions, the use of the tour guide’s utterances No, it’s quite safe ‘Tidak, cukup

aman?’ has a normal level.



beginning a tour





your map.



that the utterances Yes,… yes it is. This is a nice hotel and is also close to the

tourist interests used by the tour guide were P (polite), 7 (14%) tourists considered


other hand, 52 (74.29%) Indonesian tourists stated that the utterances ‘Ya, …. ya

begitu lah. Hotel ini memang indah dan dekat dengan objek-objek wisata’ were P

(polite), 18 (25.71%) tourists stated them N (normal) and none of the tourists

stated them I (impolite). So, it can be inferred that based on the foreign and

Indonesian tourists' perceptions, the use of the tour guide’s utterances Yes,… yes it

is. This is a nice hotel and is also close to the tourist interests ‘Ya, … ya begitu

338

lah. Hotel ini memang indah dan dekat dengan objek-objek wisata’ has a polite

level.

8.10 Politeness Levels in the Conversation on Describing Points of Interest on

the Tour Route

Data (15) Context: Conversation between a tour guide (G) and a male tourist

(T) at Tawangmangu Resort


hundreds of stairs.


here.






that the utterances I’m sure you can trek down through these stairs. Let’s try it!

used by the telephone operator were P (polite), 21 (42%) tourists considered them

N (normal) and none of the tourists considered them I (impolite). On the other

hand, 9 (12.85%) Indonesian tourists stated that the utterances ‘Saya yakin Anda

mampu menuruni tangga ini. Mari kita coba!’ were P (polite), 61 (87.15%)


So, it can be inferred that based on the foreign tourists' perceptions, the use of the

tour guide’s utterances I’m sure you can trek down through these stairs. Let’s try

it! has a polite level, but based on the Indonesian tourists’ perceptions, the

utterances ‘Saya yakin Anda mampu menuruni tangga ini. Mari kita coba!’ has a

339

normal level.






G: That’s a good question. Until now I haven’t had any bad experience with them.

Unless you tease them, they don’t attack people. Most of them are tame. Just

like the ones we met at the entrance.


that the utterances Now, if you look up straight ahead, you should be able to see a

group of monkeys used by the tour guide were P (polite), 8 (16%) tourists stated

them N (normal) and none of the tourists stated them I (impolite). On the other

hand, 65 (93%) Indonesian tourists stated that the utterances ‘Sekarang, jika

Bapak Ibu lihat lurus di depan sana, akan terlihat sekawanan kera’ were P (polite),

5 (7%) of the tourists stated them N (normal) and none of the tourists stated them

I (impolite). So, it can be inferred that based on the foreign and Indonesian

tourists' perceptions, the use of the tour guide’s utterances Now, if you look up

straight ahead, you should be able to see a group of monkeys ‘Sekarang, jika

Bapak Ibu lihat lurus di depan sana, akan terlihat sekawanan kera’ has a polite

level.


considered that the utterances Does anybody see the apes over there? On that

branch. See? used by the tour guide were P (polite), 13 (26%) tourists stated them

N (normal) and none of the tourists stated them I (impolite). On the other hand, 32

340

(45.71%) Indonesian tourists stated that the utterances ‘Apa Bapak Ibu dapat

milhat kera-kera itu? Di atas batang pohon. Kelihatan?’ were P (polite), 38



use of the tour guide’s utterances Does anybody see the apes over there? On that

branch. See? has a polite level, but based on the Indonesian tourists’ perceptions,

the use of the tour guide’s utterances ‘Apa Bapak Ibu dapat milhat kera-kera itu?

Di atas batang pohon. Kelihatan?’ has a normal level.

Then, the questionnaire answers show that 44 (88%) foreign tourists

considered that the utterances That’s a good question used by the tour guide were

P (polite), 6 (12%) tourists considered them N (normal) and none of the tourists


stated that the utterances ‘Pertanyaan yang bagus’ were P (polite), 11 (15.71%)



perceptions, the use of the tour guide’s utterances That’s a good question

‘Pertanyaan yang bagus’ has a polite level.


considered that the utterances Unless you tease them, they don’t attack people

used by the tour guide were P (polite), 10 (20%) tourists considered them N


15 (21.42%) Indonesian tourists stated that the utterances ‘Jika Bapak Ibu tidak

mengusik mereka, mereka tidak akan menyerang pengunjung’ were P (polite), 55

341

(78.58%) of them stated them N (normal) and none of the tourists stated them I


use of the tour guide’s utterances Unless you tease them, they don’t attack people

has a polite level, but based on the Indonesian tourists’ perceptions, the utterances

‘Jika Bapak Ibu tidak mengusik mereka, mereka tidak akan menyerang

pengunjung’ has a normal level.









that the utterances I’m glad you ask used by the tour guide were P (polite), 3 (6%)

tourists considered them N (normal) and none of the tourists considered them I


utterances ‘Saya senang Anda bertanya’ were P (polite), 21 (30%) tourists stated

them N (normal) and none of the tourists stated them I (impolite). Neither foreign

tourists nor Indonesian tourists stated that they were N (normal) and I (impolite).


perceptions, the use of the tour guide’s utterances I’m glad you ask ‘Saya senang

Anda bertanya’ has a polite level.

342


at Sukuh Temple


G: Yes, yes … err … actually the highest hill is the hill of Cedho Temple …

which we can see in around an hour ride. But this is the highest hill for

recreational purposes like trekking and horse riding.



that the utterances Yes, yes … err … actually the highest hill is the hill of Cedho

Temple … which we can see in around two hours ride. But this is the highest hill

for recreational purposes like trekking and horse riding used by the tour guide



tourists stated that the utterances ‘Ya, ya … ehh … sebenarnya yang tertinggi

adalah bukit Candi Cetho … yang dapat kita lihat sekitar satu jam perjalanan.

Tetapi bukit ini yang tertinggi untuk kegiatan rekreasi dengan berjalan kaki atau

menunggang kuda’ were P (polite), 18 (25.71%) tourists stated them N (normal)


on the foreign tourists' perceptions, the use of the tour guide’s utterances Yes, yes

… err … actually the highest hill is the hill of Cedho Temple … which we can see

in around two hours ride. But this is the highest hill for recreational purposes like

trekking and horse riding has a normal level, but based on the Indonesian tourists’

perception, the use of the tour guide’s utterances ‘Ya, ya … ehh … sebenarnya

yang tertinggi adalah bukit Candi Cetho … yang dapat kita lihat sekitar satu jam

perjalanan. Tetapi bukit ini yang tertinggi untuk kegiatan rekreasi dengan berjalan

343

kaki atau menunggang kuda’ has a polite level.


on the way during their tour

G: If you have any questions while we’re going along the tour, please don’t

hesitate to ask.

T: I have a question actually.

G: Sure, what’s that?

T: Where’s the best place to have dinner around here?

G: Well, that’s a good question. There are many good restaurants around this

place. My personal favorite is Diamond Restaurant.

T: How do we get there?

G: I’ll show you when we pass it. It’s going to come up on your left in a few

minutes.


that the utterances Well, that’s a good question used by the tour guide were P

(polite), 1 (2%) tourist considered them N (normal) and none of the tourists


stated that the utterances ‘Baiklah, itu pertanyaan yang bagus’ were P (polite), 4



perceptions, the use of the tour guide’s utterances Well, that’s a good question

‘Baiklah, itu pertanyaan yang bagus’ has a polite level.


considered that the utterances I’ll put it out when we pass it used by the tour guide


tourists considered them I (impolite). On the other hand, 21 (30%) Indonesian

344

tourists stated that the utterances ‘Akan saya tunjukkan saat kita melewatinya’

were P (polite), 49 (70%) tourists stated them N (normal) and none of the tourists

stated them I (impolite). So, it can be inferred that based on the foreign tourists'

perceptions, the use of the tour guide’s utterances I’ll put it out when we pass it

has a polite level, but based on the Indonesian tourists’ perceptions, the use of the

tour guide’s utterances ‘Akan saya tunjukkan saat kita melewatinya’ has a normal

level.


traveling in a group before they arrived at Diamond

Restaurant





be careful.







that the utterances You know, around the restaurant, there are many souvenir

sellers who offer you aggressively used by the tour guide were P (polite), 34

(68%) tourists considered them N (normal) and none of the tourists stated them I

(impolite). On the other hand, 20 (28.57%) Indonesian tourists stated that the

utterances ‘Perlu Bapak Ibu ketahui, banyak penjual cindera mata di sekitar

345

restoran yang menawarkan dagangannya secara agresif’ were P (polite), 50

(71.43%) tourists stated them N (normal) and none of the tourist stated them I


perceptions, the use of the tour guide’s utterances You know, around the

restaurant, there are many souvenir sellers who offer you aggressively ‘Perlu

Bapak Ibu ketahui, banyak penjual cindera mata di sekitar restoran yang

menawarkan dagangannya secara agresif’ has a normal level.


considered that the utterances Yes, you see, the common people often have a hard

life to earn money it used by the tour guide were P (polite), 44 (88%) tourists

stated them N (normal) and none of the tourists stated them I (impolite). On the

other hand, 17 (24.29%) Indonesian tourists stated that the utterances ‘Ya, Bapak

Ibu ketahui, orang biasa seringkali hidup dalam kondisi sulit mendapatkan uang’

were P (polite), (75.71%) tourists stated them N (normal) and none of the tourists

stated them I (impolite). So, it can be inferred that based on the foreign and

Indonesian tourists' perceptions, the use of the tour guide’s utterances Yes, you

see, the common people often have a hard life to earn money ‘Ya, Bapak Ibu

ketahui, orang biasa seringkali hidup dalam kondisi sulit mendapatkan uang’ has a

normal level.


considered that the utterances I’ll repeat, one hour for having lunch, OK? used by

the tour guide were P (polite), 42 (84%) tourists considered them N (normal) and

none of the tourists considered them I (impolite). On the other hand, 2 (2.86%)

346

Indonesian tourists stated that the utterances ‘Saya ulang lagi, satu jam untuk

makan siang, oke?’ were P (polite), 67 (95.71%) tourists stated them N (normal)

and 1 (1.43%) tourists stated them I (impolite). So, it can be inferred that based on

the foreign and Indonesian tourists' perceptions, the use of the tour guide’s

utterances I’ll repeat, one hour for having lunch, OK? ‘Saya ulang lagi, satu jam

untuk makan siang, oke?’ has a normal level.

8.11 Politeness Levels in the Conversation on Serving Meals at Restaurant

Data (21) Context: Conversation between a waitress (W) and visitors (V1,

V2) in Janti Fishery Court

W: Selamat siang, Pak, Bu? Mangga mau pesan apa? ‘Good afternoon, Sir,

Madam? Are you ready to order?’ (W handed menu list to V1)

V1: Ikan guramih ada? ‘Do you have guramih fish?’

W : Ada, Bu. ‘Yes, we have, Madam.’

V1: Yang cepat digoreng apa dibakar? ‘The faster is fried or roasted?’

W: Digoreng, Bu. Tapi kalau dibakar bumbunya lebih meresap dan terasa lebih

gurih. ‘Fried, Madam. But the ingredient is more absorbed and the tasted is

more delicious if it is roasted.’

V1: Saya digoreng aja biar cepat. ‘I want it fried for the faster.’

W: Ibu digoreng. Bapak digoreng juga? ‘You are fried, Madam. Are you fried

too, Sir?’

V2: Saya dibakar aja. ‘I am roasted.’

W: Baik, segera kami siapkan. Maaf untuk minumnya mau pesan apa? ’All right,

I’ll prepare them soon. And for the drinks?’

V1: Saya es teh. ‘Iced tea for me.’

W: Bapak es teh juga? ‘Are you iced tea too, Sir?’

V2: Saya lagi batuk. ‘I am cough.’

W: Minuman panas atau hangat juga ada di sini, Pak. ‘Warm or hot drinks are

also available here, Sir.’

347

V2: Ya, jeruk panas saja. ‘Well, hot orange please.’

W: (left the visitors to go to the kitchen).

The questionnaire answers show that none of foreign tourists considered that

the utterances You are fried, Madam. Are you fried too, Sir? used by the waitress

were P (polite) or N (normal), but 50 (100%) tourists considered them I


utterances ‘Ibu digoreng. Bapak digoreng juga?’ were P (polite), 61 (82%) tourists


be inferred that based on the foreign tourists' perceptions, the use of the waitress’s

utterances You are fried, Madam. Are you fried too, Sir? has an impolite level, but

based on the Indonesian tourists’ perceptions, the use of the waitress’s utterances

‘Ibu digoreng. Bapak digoreng juga?’ has a normal level.

The questionnaire answers also show that 3 (6%) foreign tourists considered

that the utterances Are you iced tea too, Sir? used by the tour guide were P

(polite), 41 (82%) tourists considered them N (normal) and 6 (12%) tourists


stated that the utterances ‘Bapak es teh juga?’ were P (polite), 44 (62.86%)



perceptions, the use of the waitress’s utterances Are you iced tea too, Sir? ‘Bapak

es teh juga?’ has a normal level.

Then the questionnaire answers show that 48 (96%) foreign tourists

considered that the utterances All right, I’ll prepare them soon used by the

348

waitress were P (polite), 2 (4%) tourists considered them N (normal) and none of

the tourists considered them I (impolite). On the other hand, 67 (95.71%)

Indonesian tourists stated that the utterances ‘Baik, segera kami siapkan’ were P

(polite), 3 (4.29%) tourists stated them N (normal) and none of the tourists stated

them I (impolite). So, it can be inferred that based on the foreign and Indonesian

tourists' perceptions, the use of the waitress’s utterances All right, I’ll prepare

them soon ‘Baik, segera kami siapkan’ has a polite level.


considered that the utterances Warm or hot drinks are also available here, Sir

used by the waitress were P (polite), 40 (80%) tourists stated them N (normal) and

1 (2%) tourist stated them I (impolite). On the other hand, 7 (10%) Indonesian

tourists stated that the utterances ‘Minuman panas atau hangat juga ada di sini,

Pak’ were P (polite), 63 (90%) tourists stated them N (normal) and none of the

tourists stated them I (impolite). So, it can be inferred that based on the foreign

and Indonesian tourists' perceptions, the use of the waitress’s utterances Warm or

hot drinks are also available here, Sir ‘Minuman panas atau hangat juga ada di

sini, Pak’ has a normal level.





the term?




349



lemon juice.





G: No, thank you.

W: Gado-gado, trout almonds, and mango for the drink. Is that correct?



that the utterances Good afternoon, Madam used by the waiter were P (polite), 2

(4%) tourists stated them N (normal) and none of the tourists stated them I

(impolite). On the other hand, 65 (92.86%) Indonesian tourists stated that the

utterances ‘Selamat siang, Bu’ were P (polite), 5 (7.14%) tourists stated them N



waiter’s utterances Good afternoon, Madam ‘Selamat siang, Bu’ has a polite level.

The questionnaire answers also show that 3 (6%) foreign tourists considered

that the utterances Gado-gado, Madam used by the waiter were P (polite), 47



the utterances ‘Gado-gado, Bu’ were P (polite), 58 (82.86%) tourists stated them

N (normal) and none of the tourists stated them I (impolite). So, it can be inferred


350

waiter’s utterances Gado-gado, Madam ‘Gado-gado, Bu’ has a normal level.


considered that the utterances It’s fried in butter, Madam, with roasted almonds



21 (30%) Indonesian tourists stated that the utterances ‘Ikan yang digoreng dalam

mentega, Bu, dengan almond yang dipanggang’ were P (polite), 49 (70%) tourists

stated them (normal) and none of the tourists stated them I (impolite). So, it can

be inferred that based on the foreign tourists' perceptions, the use of the tour

guide’s utterances It’s fried in butter, Madam, with roasted almonds has a polite

level, but based on the Indonesian tourists’ perceptions, the utterances ‘Ikan yang

digoreng dalam mentega, Bu, dengan almond yang dipanggang’ has a normal

level.


considered that the utterances And what for the drink, Madam? used by the waiter

were P (polite), 17 (34%) tourists stated them N (normal) and none of the tourists


stated that the utterances ‘Untuk minumnya apa, Bu?’ were P (polite), 52



use of the waiter’s utterances And what for the drink, Madam? has a polite level,

but based on the Indonesian tourists’ perceptions, the use of the waiter’s

utterances ‘Untuk minumnya apa, Bu?’ has a normal level.

351

Besides that, the questionnaire answers show that 35 (70%) foreign tourists

considered that the utterances Gado-gado, trout almonds, and mango for the

drink. Is that correct? used by the waiter were P (polite), 15 (30%) tourists

considered them N (normal) and none of the tourists considered them I (impolite).

On the other hand, 21 (30%) Indonesian tourists stated that the utterances ‘Gado-

gado, ikan dengan almond, dan minumnya jus mangga. Betul?’ were P (polite), 45

(64.29%) tourists stated them N (normal) and 4 (5.71%) tourists stated them I


use of the waiter’s utterances Gado-gado, trout almonds, and mango for the drink.

Is that correct? has a polite level, but based on the Indonesian tourists’

perceptions, the use of the waiter’s utterances ‘Gado-gado, ikan dengan almond,

dan minumnya jus mangga. Betul?’ has a normal level.

8.12 Politeness Levels in the Conversation on Describing Processes Used in

Making Art Objects


at Laweyan Batik Village

T: Excuse me, I’m interested to know about the batik processing. Can you

explain it to me, please?

G: Sure. Let’s go to that room. (G and T go to the processing room) This is the



T: Yes, ....


on the fabric.


352





that the utterances Let’s go to that room used by the tour guide were P (polite), 45



the utterances ‘Mari kita pergi ke ruangan itu’ were P (polite), 48 (68.57%)



perceptions, the use of the tour guide’s utterances Let’s go to that room ‘Mari kita

pergi ke ruangan itu’ has a normal level.


considered that the utterances Yes, that’s because the application has to use melted

wax. Besides, the worker has to take precaution to prevent the wax from dripping


(normal) and none of the tourists stated them I (impolite). On the other hand, 17

(24.29%) Indonesian tourists stated that the utterances ‘Ya, karena membatiknya

harus menggunakan lilin yang dicairkan. Di samping itu, pembatiknya harus

mencegah agar lilinnya tidak menetes’ were P (polite), 53 (75.71%) tourists stated

them N (normal) and tourists stated them I (impolite). So, it can be inferred that

based on the foreign and Indonesian tourists' perceptions, the use of the tour

guide’s utterances Yes, that’s because the application has to use melted wax.

Besides, the worker has to take precaution to prevent the wax from dripping ‘Ya,

353

karena membatiknya harus menggunakan lilin yang dicairkan. Di samping itu,

pembatiknya harus mencegah agar lilinnya tidak menetes’ has a normal level.

8.13 Politeness Levels in the Conversation on Bargaining for Souvenir Prices






the ordinary?’


S: (S handed the batik sample to T). Mangga silakan pilih. Nanti pilihan

warnanya banyak. ‘Please choose by yourself. There are many choices.’




T: Kalau empat puluh ribu gimana? ‘How about forty thousands?’

S: Wah belum ikut. Kulakannya aja belum boleh. ‘Mmm no … it’s under the

buying price.’

T: Kalau empat puluh lima bagaimana, Bu? ‘How about forty five thousands?’

S: Ya sudah lima puluh ribu seperti harga bakul. ‘Well, fifty thousands as the

buying price.’


that the utterances For opening … seventy five thousands rupiahs used by the

souvenir seller were P (polite), 38 (76%) tourists considered them N (normal) and

none of the tourists considered I (impolite). On the other hand, 9 (12.86%)

Indonesian tourists stated that the utterances ‘Itu untuk bukaan dhasar ya… tujuh

puluh lima ribu saja’ were P (polite), 61 (87.14%) tourists stated them N (normal)

354


on the foreign and Indonesian tourists' perceptions, the use of the souvenir seller’s

utterances For opening … seventy five thousands rupiahs ‘Itu untuk bukaan

dhasar ya… tujuh puluh lima ribu saja’ has a normal level.


considered that the utterances Mmm no … it’s under the buying price used by the


1 (2%) tourist considered them I (impolite). On the other hand, none of

Indonesian tourists stated that the utterances ‘Wah belum ikut. Kulakannya aja

belum boleh’ were P (polite), 7 (10%) tourists stated them N (normal) and 63

(90%) tourists stated them I (impolite). So, it can be inferred that based on the

foreign tourists' perceptions, the use of the souvenir seller’s utterances Mmm no …

it’s under the buying price has a normal level, but based on the Indonesian

tourists’ perceptions, the utterances ‘Wah belum ikut. Kulakannya aja belum

boleh’ has an impolite level.


considered that the utterances Well, fifty thousands as the buying price used by the


none of the tourists considered them I (impolite). On the other hand, none of

Indonesian tourists stated that the utterances ‘Ya sudah lima puluh ribu seperti

harga bakul’ were P (polite), 19 (27.14%) tourists stated them N (normal) and 51

(72.86%) tourists stated them I (impolite). So, it can be inferred that based on the

foreign tourists' perceptions, the use of the souvenir seller’s utterances Well, fifty

355

thousands as the buying price has a normal level, but based on the Indonesian

tourists’ perceptions, the utterances ‘Ya sudah lima puluh ribu seperti harga bakul’

has an impolite level.

Data (25) Context: Conversation between a souvenir seller (S) and tourists

(T1, T2) in Triwindu Antique Market

T1: Excuse me, how much are you asking for that wooden mask?


T2: What? For that? I’ve seen better ones for a lot less.


T1: It is nice, but it’s very expensive. How about $ 10?


T2: Make it 25 and it’s a deal.


T1: It’s a deal. Here you are … $ 25.


T1: Yeah. We think we did to. See you again some time.



that the utterances Maybe, but this is a very special model used by the souvenir

seller were P (normal), 32 (64%) tourists stated them N (normal) and 3 (6%)

tourists stated them I (impolite). On the other hand, 12 (17.14%) Indonesian

tourists stated that the utterances ‘Mungkin saja, tetapi yang ini modelnya sangat

spesial’ were P (polite), 55 (78.57%) tourists stated them N (normal) and 3

(4.29%) tourists stated them I (impolite). So, it can be inferred that based on the

foreign and Indonesian tourists' perceptions, the use of the souvenir seller’s

utterances Maybe, but this is a very special model ‘Mungkin saja, tetapi yang ini

modelnya sangat spesial’ has a normal level.

356


considered that the utterances Listen, take good care of it used by the souvenir

seller were P (polite), 45 (90%) tourists considered them N (normal) and none of

the tourists considered them I (impolite). On the other hand, none of Indonesian

tourists stated that the utterances ‘Dengar, jaga baik-baik barang itu’ were P

(polite), 6 (8.57%) tourists stated that N (normal) and 64 (91.43%) tourists stated

them I (impolite). So, it can be inferred that based on the foreign tourists'

perceptions, the use of the souvenir seller’s utterances Listen, take good care of it

has a normal level, but based on the Indonesian tourists’ perceptions, the

utterances ‘Dengar, jaga baik-baik barang itu’ has an impolite level.

Then, questionnaire answers show that 21 (42%) foreign tourists considered

that the utterances You got a really good bargain there used by the souvenir seller



tourists stated that the utterances ‘Anda benar-benar dapat harga yang sangat

murah’ were P (polite), 65 (92.86%) tourists stated them N (normal) and none of

the tourists stated them I (impolite). So, it can be inferred that based on the

foreign and Indonesian tourists' perceptions, the use of the souvenir seller’s

utterances You got a really good bargain there ‘Anda benar-benar dapat harga

yang sangat murah’ has a normal level.


(T) in Triwindu Antique Market



357









ten pieces you buy. So, I give you five pieces for bonus.’


considered that the utterances ‘For you I’ll give more. One piece bonus for each

ten pieces you buy. So, I give you five pieces bonus’ used by the souvenir seller



tourists stated that the utterances Untuk ibu saya kasih lebih. Tiap pembelian

sepuluh bonusnya satu biji. Jadi untuk ibu bonusnya lima biji were P (polite), 26



use of the souvenir seller’s utterances ‘For you I’ll give more. One piece bonus

for each ten pieces you buy. So, I give you five pieces bonus’ has a normal level,

but based on the Indoneisan tourists’ perception, the utterances Untuk ibu saya

kasih lebih. Tiap pembelian sepuluh bonusnya satu biji. Jadi untuk ibu bonusnya

lima biji has a polite level.

358

8.14 Politeness Levels in the Conversation on Describing Tourist Sites


in Sukuh Temple

G: Sekarang kita memasuki pelataran Candi Sukuh. Candi ini termasuk jenis

candi Hindu peninggalan Kerajaan Majapahit. Di bawah ini simbol yoni dan

lingga. ‘Now we enter the front yard of Sukuh Temple. This temple is a kind

of Hindu temple and a heritage of Majapahit Kingdom. There are symbols of

yoni and lingga in front of the gate.’

T: Simbol itu maksudnya, Pak? Kok bentuknya erotis gitu? ‘What do the symbols

mean, Sir? Why the shapes are erotic?’

G: Yoni itu simbol Mr. P, kepunyaan laki-laki, sedangkan lingga itu simbol Mrs.

V, kepunyaan perempuan. ‘Yoni is the symbol of Mr. P, the man’s belongings,

and lingga is the symbol of Mrs. V, the woman’s belongings.’

T: (Laughed). Kesannya porno ya, Pak? ‘They look like pornography, aren’t

they?’


that the utterances ‘Yoni is the symbol of Mr. P, the man’s belongings, and lingga

is the symbol of Mrs. V, the woman’s belongings’ used by the tour guide were P

(polite), 9 (18%) tourists considered them N (normal) and none of the tourists

considered them I (impolite). On the other hand, 63 (90%) Indonesian tourists

stated that the utterances Yoni itu simbol Mr. P, kepunyaan laki-laki, sedangkan

lingga itu simbol Mrs. V, kepunyaan perempuan were P (polite), 7 (10%) tourists


be inferred that based on the foreign and Indonesian tourists' perceptions, the use

of the tour guide’s utterances ‘Yoni is the symbol of Mr. P, the man’s belongings,

and lingga is the symbol of Mrs. V, the woman’s belongings’ Yoni itu simbol Mr.

P, kepunyaan laki-laki, sedangkan lingga itu simbol Mrs. V, kepunyaan

359

perempuan has a polite level.


in Kasunanan Palace

G: Sugeng siang, Bapak Ibu. Kita sekarang memasuki Museum Kraton

Kasunanan Surakarta. Ini adalah barang-barang peninggalan sejak jaman

Majapahit sampai Surakarta Hadiningrat. Good afternoon ‘Sir, Madam. Now

we enter the museum of Kasunanan Surakarta Palace. This museum stores

heritages since Majapahit Kingdom era to Surakarta Hadiningrat Kingdom

era.’

T: Kapan museum ini dibangun, Pak? ‘When was this museum built, Sir?’

G: Dibangun kala pemerintahan PB XII ... Lihat, yang di depan Bapak Ibu ini

namanya Rajamala, dulunya berfungsi sebagai kepala perahu untuk berlayar

menyusuri Bengawan Solo menuju Madura. ‘It’s built in the reign of King

Pakubuwono XII. … Look, in front of you is Rajamala, the head of a boat

which sailed from Surakarta to Madura through Bengawan Solo River.’

T: Kok banyak sesajian di depannya, Pak? ‘Why are there many offerings in

front of it, Sir?’

G: Ya, sesajian itu untuk caos dhahar. ‘Yes, the offerings are for giving meals.’


that the utterances Yes, the offerings are for giving meals used by the tour guide



tourists stated that the utterances ‘Ya, sesajian itu untuk caos dhahar’ were P

(polite), 13 (18.57%) tourists stated them N (normal) and none of the tourists

stated them I (impolite). So, it can be inferred that based on the foreign tourists'

perceptions, the use of the tour guide’s utterance Yes, the offerings are for giving

meals has a normal level, but based on the Indonesian tourists’ perceptions, the

360

utterances ‘Ya, sesajian itu untuk caos dhahar’ has a polite level.


on a boat sailing to floating restaurant of Gadjah

Mungkur Dam

T: Pak, bisa diantar ke restoran di tengah waduk? ‘Can you escort me to the

restaurant in the middle of this dam, Sir?’

G: Bisa, bisa, mangga Pak. ‘Yes, yes. Come on, Sir.’

T: Masih jauh Pak jaraknya dari sini? ‘Is it far from here?’

G: Ndak, ya paling saududan. ‘No, it’s just like smoking a piece of cigarette.’


that the utterances No, it’s just smoking a piece of cigarette used by the tour guide

were P (polite), 24 (48%) tourists considered them N (normal) and 9 (18%)

tourists considered them I (impolite). On the other hand, 21 (30%) Indonesian

tourists stated that the utterances ‘Ndak, ya paling saududan’ were P (polite), 38

(54.29%) tourists stated them N (normal) and 11 (15.71%) tourists stated them I


perceptions, the use of the tour guide’s utterances No, it’s just smoking a piece of

cigarette ‘Ndak, ya paling saududan’ has a normal level.

Data (30) Context: Conversation between a ticket officer (O) and a visitor (V)

in Pandawa Water World

V: Untuk bertiga berapa mbak? ‘How much is for three persons?’

O: Dua ratus dua puluh lima ribu, per orang dihitung tujuh puluh lima ribu. ‘Two


person.’

V: Ini uangnya, mbak. ‘This is the money.’ (V handed Rp 300,000 to O)

O: Pake uang pas aja. Masih pagi gini belum ada kembaliannya. ‘Give me the


361


that the utterances Give me the exact amount money. It’s early morning, I have no

balance used by the ticket officer were I (impolite) and 70 (100%) Indonesian

tourists stated that the utterances ‘Pake uang pas aja. Masih pagi gini belum ada

kembaliannya’ were I (impolite). Neither foreign tourists nor Indonesian tourists

considered that they were P (polite) and N (normal). So, it can be inferred that

based on the foreign and Indonesian tourists' perceptions, the use of the ticket

officer’s utterances Give me the exact amount money. It’s early morning, I have no

balance ‘Pake uang pas aja. Masih pagi gini belum ada kembaliannya’ has

impolite level.

8.15 Recapitulation of Politeness Levels


following summary:

Tourism service providers in Central Java used various politeness levels in

tourism-service register to serve their tourists. The politeness levels they used

from the most to the least frequency are: (1) polite, (2) normal and (3) impolite.

In sequence, tourism service providers who had politeness levels from the

most to the least polite are: (1) hotel employee, (2) tour guide, (3) travel agency

officer, (4) restaurant employee, (5) tourist information centre officer, (6) souvenir

seller and (7) tourism object officer.

Why did the tourism service providers use polite level in tourism-service

register on one occasion, but normal and impolite levels on another occasion? To

answer the question, the verification had been obtained from: (1) the reasons of

362

the tourists who had answered the research questionnaire and (2) the results of in-

depth interviewing with the policy makers of Central Java tourism industry.

The English speaking tourists had different reasons to evaluate the

politeness levels of the tourism service providers in Central Java. Most of the

tourists who had purpose of visit is for recreation considered that politeness of

verbal expressions is a uniqueness which is attractive to hear and one of nonverbal

expressions is a uniqueness which is attractive to see and feel. On the other hand,

most of the tourists who had purpose of visit is for business considered that

politeness of both verbal and nonverbal expressions is relatively not needed

because what they need is the quick service and getting things done. Too much

politeness means to slow down their business.

The Indonesian speaking tourists had similar reasons to evaluate the

politeness levels of the tourism service providers in Central Java. Both leisure and

business tourists considered that politeness is needed because it is the hosts’

obligations to serve their guests politely. As tourists, they stated that they pay not

only the tourism industry products, but also the tourism industry services related

to verbal and nonverbal expressions.

The policy makers of Central Java tourism industry had various reasons to

respond the phenomena. The general managers of Kusuma Sahid Prince Hotel

(five star hotel) and Hotel Sahid Jaya Solo (four star hotel) along with the travel

agency managers of Nusantara Tours and Natratour stated that their employees

were ranked as the top polite tourism service providers because of some factors:

(1) the employee recruitment was very selective, especially for guest-contact

363

employees like receptionist, room reservation clerk, telephone operator, guest

relation officer, bellboy, tour guide and ticket reservation clerk. They should have

minimum education of diploma three degree in tourism, good command of spoken

and written English and good appearance; (2) they should obey standard operation

procedure (SOP) made by the hotel management/travel agency to serve guests in

their daily duties and (3) they were scheduled to attend regular in-house training

programs conducted by the hotel/travel agency management to maintain their

acceptable (polite) behaviour and to improve their quality of service to guests.

The reasons of the Diamond Restaurant Manager are quite different from the

café owners of Galadag Langen Bogan (Galabo) Food Court. Since the Diamond

Restaurant is categorised as a star restaurant, the employee recruitment, the degree

of education, the SOP and the in-house training program are similar with ones

required by Kusuma Sahid Prince Hotel, Hotel Sahid Jaya Solo, Nusantara Tours

and Natratour. One the other hand, the café owners of Galabo Food Court did not

recruit their waiters and waitresses selectively, did not have SOP to serve visitors

and did not arrange hospitality training programs.

Most of the Department Heads of the Culture and Tourism Departments in

Central Java (Surakarta, Boyolali, Sukoharjo, Karanganyar, Wonogiri, Sragen and

Klaten regencies) stated that comparing with the hotel and travel agency

employees, the quality of service to tourists of the tourist information centre

officers and the tourism object officers is lower that theirs. They realised that

since the TIC officers and the tourism object officers are civil servants, the spirit

of serving tourists is difficult to improve. In the field, sometimes they still behave

364

as if they have higher social status than the tourists.

Most of the chairmen of the Batik Seller Association, the Antique Seller

Association, the Fishery Court Association and the Bird Seller Association stated

that their members still have low formal education and never attend hospitality

training programs.

Most of the chairmen of the tourism organisations (Association of the

Indonesian Tours & Travel Agencies (ASITA), Indonesia Hotel and Restaurant

Association (PHRI) and Indonesian Tourist Guide Association (HPI)) in Central

Java stated that their organisations still focus on the activities to improve the

administrative matters than to improve the quality of human resources, especially

their quality of hospitality service to tourists.

365

CHAPTER 9

CROSS-CULTURAL PERSPECTIVES ON POLITENESS


9.1 Introduction

People in most cultures would probably agree that politeness is needed

during their interaction. However there may be differing opinions as to when they

should be polite (what semantic components are necessary for an adequate

politeness in a given context).

The means of expressing politeness vary widely from one culture to another

and the concepts of what politeness is can be very different. Judging by outer

appearance, Indonesian, especially Javanese, seem to be very considerate in

expressing verbal and nonverbal politeness. Their behavior will strike foreign

visitors to Central Java as charming and graceful: smiles all the time, bowing to

each other, uttering particles in their melodious tonal language.

What is considered polite in exchanging greetings, asking favors and

offering apologies in Central Java can be explained as an elaborate system of

grading interpersonal factors as age, kinship, educational background and

professional position. The means of expression are chosen with respect to the

partner out of a rich repertoire of pro-forms such as personal pronouns, kinship

terms, titles, names and nicknames. A series of final and isolated particles have

the functions of lending illocutionary force to a message, expressing emotions and

giving social indications.

366

Leech mentions in his book the neglected study of cultures and languages

with a view on the Politeness Principles. He assumes that certain communication

strategies are more valued in the Far East than in Western countries (1983: 150).

In Central Java special weight is put upon operations in the field of socio-

pragmatics with a highly differentiated hierarchy of personal relations. The ways

of communicating in Central Java, which seem to be garnished by signs of

politeness, are, in fact, the means of norm and convention, typical of the language

and culture group.

It is necessary to be aware of the mutual understanding of cultural

conventions. In Western countries, there is an increasing move towards

informality (for example in the use of terms of address) and an implicit

assumption that everyone finds informality more comfortable than formality.

Moreover, there is a preference for minimising hierarchical differences and for

stressing equality (at least superficially). However, in Central Java people more

normally regard formal protocol as natural, and as a way of displaying respect for

all concerned, and especially for those with high status. And, as is common in

high power distance societies, status differences are usually explicitly

acknowledged.

Another area of unfamiliarity concerns the rights and obligations of the host-

guest relationship, the host demonstrate politeness by doing everything to make

the guest “feel at home”, and the guests return politeness by not imposing on the

host. In requesting an action which H has a socially-sanctioned obligation to do,

one needs to show less politeness than in requesting an action for which H has no

367

obligation. In Javanese society, there is a well-known high degree of deference

and obligation-to-serve shown by service staff (e.g. in hotels and restaurants)

towards guests/customers, although, like other politeness traditions in Indonesia,

this is beginning to undergo change under the influence of “youth culture”.

The following is the data analysis of cross-cultural perspectives on

politeness in tourism-service register. The data are elaborated from the tourists’

perception on politeness levels (see Chapter 8, pp. 319-363). The analysis is based

on the Chan’s characteristics for traditional high-context, collectivist Asian

cultures and Western low-context, individualistic cultures (1992a).

The number of data is 30 which come from the 13 kinds of conversational

discourse between tourists and tourism-industry practitioners: (1) receiving

reservations, (2) meeting tourists at the airport/railway station, (3) providing

information upon arrival on the way to the hotel, (4) helping tourists with their

registration, (5) handling telephone enquiries, (6) giving directions, (7) giving

information about art performances and entertainment, (8) beginning a tour and

describing the itinerary, (9) describing points of interest on the tour route, (10)

serving meals at restaurants, (11) describing processes used in making art objects

(12) bargaining for souvenir prices and (13) describing tourist sites.

The number of tourists was 120 tourists, 50 of them wee English speaking

tourists came from Great Britain (10 persons), USA (20 persons) and Australia

(20 persons) and 70 of them were Indonesian speaking tourists came from some

provinces in Indonesia, including Central Java Province. The analysis was

classified into two kinds of perspectives: (1) similar perceptions on politeness in

368

tourism-service register between English speaking tourists and Indonesian

speaking tourists and (2) different perceptions on politeness in tourism-service

register between English speaking tourists and Indonesian speaking tourists.

9.2 Similar Perceptions on Politeness in Tourism-Service Register between

English Speaking Tourists and Indonesian Speaking Tourists

9.2.1 Similar Perceptions on Polite Tourism-Service Register

The first similar perception on polite tourism-service register appears in the

Conversation on Handling Reservations.

Data (1) Context: Conversation between a reservation clerk (C) of Nusantara

Tours and a caller/tourist (T) through telephone


C: One moment, please … Yes. There’s a flight at seven thirty and one at eight

thirty.

T: That’s fine.













In the data (1) both foreign and Indonesian tourists considered that the use

369

of the RC’s utterances Could I have your name, please? ‘Bolehkah saya tahu

nama Bapak?’ had a polite level.

Why did the foreign and Indonesian tourists consider that the above

utterances had a polite level? Either in the English speaking tourists’ culture or in

the Indonesian speaking tourists’ culture, the use of indirect questions is

considered to be more polite, especially to persons they have not familiar with.

Thus the utterances Could I have your name, please? ‘Bolehkah saya tahu nama

Bapak?’ are more polite than What is your name ‘Siapa nama Bapak?’ or Your

name, please? ‘Nama Bapak?’.

Still in the data (1), both foreign and Indonesian tourists also stated that the

use of the RC’s utterances How would you like to pay, Mr. Kirch?

‘Pembayarannya bagaimana, Pak Kirch?’ had a polite level.


utterances had a polite level? Another similarity in the English speaking tourists’

culture and in the Indonesia speaking tourists’ culture, questions which let the

tourists to have freedom of action are more liked by them. Thus, the utterances

How would you like to pay, Mr. Kirch? ‘Pembayarannya bagaimana, Pak Kirch?’

is more polite than Do you want to pay by cash or by credit card? ‘Bapak ingin

membayar dengan tunai atau dengan kartu kredit?’.

The second similar perception on polite tourism-service register appears in

the Conversation on Meeting Tourists at the Airport/Railway Station.





370




T: Yes.


In the data (4), both foreign and Indonesian tourists considered that the use

of the G’s utterances Could you come this way, please? ‘Bisakah Ibu bisa lewat

sini?’ had a polite level.


utterances had a polite level? In the both English and Indonesian speaking

tourists’ cultures, an invitation is considered polite if it is expressed with an

interrogative sentence. Thus the interrogative utterances Could you come this way,

please? ‘Bisakah Ibu bisa lewat sini?’ are more polite than the imperative

utterances Come this way! ‘Lewat sini!’ or This way, please! ‘Silakan lewat sini!’.

The third similar perception on polite tourism-service register appears in the

Conversation on Providing Information upon Arrival on the Way to Hotel.



Jaya Solo

G: Hello, everyone. My name is Kiky and the driver’s name is Abim. On behalf of

Natratour I’d like to welcome you all to Solo. The bus ride to your hotel will

take about fifteen minutes. The hotel is located in the center of the city and the

airport is in the western part just outside Solo. Right now I’d like to take a

minute to familiarise you with some brief safety precautions. Firstly, I

recommend you to remain seated until we reach our destination. Secondly,

please realise that it is against the law to get drunk in public. Enjoy your

vacation.

T: OK, no problem.

371

In the data (5), both foreign and Indonesian tourists stated that the use of the

G’s utterances Secondly, please realise that it is against the law to get drunk in

public ‘Yang kedua, tolong dimengerti bahwa mabuk-mabukan di depan umum

adalah tindakan melawan hukum’ had a polite level.



the Indonesian speaking tourists’ culture, reminding softly is a polite suggestion to

prevent unwanted accidents. However, it will be impolite if the reminder is

expressed in the form of hard prohibition.

The fourth similar perception on polite tourism-service register appears in

the Conversation on Helping Tourists with Their Registration.

Data (7) Context: Conversation a receptionist (R) and a walk-in guest (G) in





G: John Davis.






G: Okay.

In the data (7), both foreign and Indonesian tourists also stated that the use

of the R’s utterances Now, can you give me your passport number? ‘Sekarang,

bolehkan saya tahu nomor paspor Bapak?’ had a polite level.

372



tourists’ cultures, changing an order expression into a request expression makes it

more polite. Thus, the request expressions Now, can you give me your passport

number? ‘Sekarang, bolehkan saya tahu nomor paspor Bapak?’ are more polite

than the order expressions Give me your passport number! ‘Berikan nomor paspor

Bapak!’.

Still in the data (7), both foreign and Indonesian tourists stated that the the

use of the R’s utterances I am sorry, how are you going to pay? By cheque? By

credit card? ‘Maaf, bagaimana cara pembayarannya? Dengan cek? Dengan kartu

kredit?’ had a polite level.


utterances had a polite level? To ask something politely, the utterances I am sorry

are commonly used in the both English and Indonesian speaking tourists’ cultures.

Moreover, the question expressions how are you going to pay? are polite

expressions which let the guest to decide by himself. Then, the utterances By

cheque? By credit card? are the polite expressions to help the guest to decide

because the guest looks confused with what kind of payment he wants to use.

The fifth similar perception on polite tourism-service register appears in the

Conversation on Handling Telephone Enquiries.





373

hold?


In the data (9), both foreign and Indonesian tourists considered that the use of

the O’s utterances I’m sorry, the number is engaged. Would you like to hold?

‘Maaf masih sibuk telponnya. Apa Bapak mau menunggu?’ had a polite level.


utterances had a polite level? To express something which has potential to

disappoint another person, the utterances I am sorry ‘maaf’ are commonly used in

the both English and Indonesian speaking tourists’ cultures. After that, the

information the number is engaged ‘masih sibuk telponnya’ is needed to tell the

reason. Then, the polite offer Would you like to hold? ‘Apa Bapak mau

menunggu?’ is given to not let the caller makes phone calls to the hotel many

times.

The sixth similar perception on polite tourism-service register appears in the

Conversation on Beginning a Tour and Describing Itinerary.



beginning a tour





your map.



374

of the G’s utterances Yes,… yes it is. This is a nice hotel and is also close to the

tourist interests ‘Ya, …. ya begitu lah. Hotel ini memang indah dan dekat dengan

objek-objek wisata’ had a polite level.



the Indonesian speaking tourists’ culture, involving a happy feeling to another

person who is happy of feeling something is a pleased expression. This expression

includes commenting similar opinion to what is uttered by the other person.

The seventh similar perception on polite tourism-service register appears in

the Conversation on Describing Points of Interest on the Tour Route








In the data (17), both foreign and Indonesian tourists considered that the G’s

utterances I’m glad you ask ‘Saya senang Anda bertanya’ had a polite level.



tourists’ cultures, a tour guide is well known as a person who is communicative

and responsive in doing his/her duty. Whatever a tourist asks will be answered

positively, even be praised. Thus, the utterances I’m glad you ask ‘Saya senang

Anda bertanya’ are a kind of praise.

375

The eighth similar perception on polite tourism-service register appears in

the Conversation on Describing Tourist Sites.


in Sukuh Temple

G: Sekarang kita memasuki pelataran Candi Sukuh. Candi ini termasuk jenis

candi Hindu peninggalan Kerajaan Majapahit. Di bawah ini simbol yoni dan

lingga. ‘Now we enter the front yard of Sukuh Temple. This temple is a kind

of Hindu temple and a heritage of Majapahit Kingdom. There are symbols of

yoni and lingga in front of the gate.’

T: Simbol itu maksudnya, Pak? Kok bentuknya erotis gitu? ‘What do the symbols

mean, Sir? Why the shapes are erotic?’

G: Yoni itu simbol Mr. P, kepunyaan laki-laki, sedangkan lingga itu simbol Mrs. V,

kepunyaan perempuan. ‘Yoni is the symbol of Mr. P, the man’s belongings,

and lingga is the symbol of Mrs. V, the woman’s belongings.’

T: (Tourist laughed). Kesannya porno ya, Pak? ‘They look like pornography,

aren’t they?’


of the G’s utterances ‘Yoni is the symbol of Mr. P, the man’s belongings, and

lingga is the symbol of Mrs. V, the woman’s belongings’ Yoni itu simbol Mr. P,

kepunyaan laki-laki, sedangkan lingga itu simbol Mrs. V, kepunyaan perempuan

had a polite level.



the Indonesian speaking tourists’ culture, euphemistic expression is a kind of

politeness. Some terms would be uttered in abbreviation or be mentioned the first

letter only to avoid vulgar expression. Thus, the utterances Mr. P instead of penis

and Mrs. V instead of vagina are the examples of euphemism.

376

9.2.2 Similar Perceptions on Normal Tourism-Service Register

The first similar perception on normal tourism-service register appears in

the Conversation on Providing Information upon Arrival on the Way to Hotel.



Jaya Solo










In the data (6), both foreign and Indonesian tourists considered that the used

of the G’s utterances I promise you are going to enjoy your stay here in Solo ‘Saya

menjamin Bapak Ibu akan senang selama tinggal di Kota Solo’ had a normal level.


utterances had a normal level? In the both English and Indonesian speaking

tourists’ cultures, the statement of good service guarantee is needed because the

tourists have paid the travel charge. Thus, the utterances I promise you are going

to enjoy your stay here in Solo ‘Saya menjamin Bapak Ibu akan senang selama

tinggal di Kota Solo’ are polite because they support the tourists’ comfortable

feelings.

The second similar perception on normal tourism-service register appears in

377

the Conversation on Beginning a Tour and Describing the Itinerary.


in a tourist bus in front of Pramesthi Hotel

G: Please be careful with your head when you enter the car. We have to go by car,

instead of by bus today because the road is too steep for a bus.


G: No, it’s quite safe. Beside, we have an experienced driver. And the scenery

will be worth seeing. Don’t worry. Just enjoy yourself.


In the data (6), both foreign and Indonesian tourists stated that the G’s

utterances We have to go by car, instead of by bus today because the road is too

steep for a bus ‘Kita harus pergi dengan mobil, bukannya bis karena jalannya

terlalu curam jika kita menggunakan bis’ had normal level.



tourists’ cultures, giving information related to changing the kind of transportation

is normal if it is followed by a logical reason. The tourists rely on their security to

the guide’s responsibility during the excursion.

Still in the data (6), both foreign and Indonesian tourists also stated that the

use of the G’s utterances No, it’s quite safe ‘Tidak, cukup aman’ had a normal

level.


utterances had a normal level? Either in the English speaking tourists’ culture or

in the Indonesian speaking tourists’ culture, the statement of assurance related to

safety is normal given by a tour guide. The statement will give comfortable

378

feeling to the tourists. Thus, the utterances No, it’s quite safe ‘Tidak, cukup aman’

are a normal answer to netralise the worried question Won’t it be dangerous?

‘Tidak akan berbahaya?’.

The third similar perception on normal tourism-service register appears in

the Conversation on Describing Points of Interest on the Tour Route.


traveling in a group before they arrived at Diamond

Restaurant





be careful.







of the G’s utterances You know, around the restaurant, there are many souvenir

sellers who offer you aggressively ‘Perlu Bapak Ibu ketahui, banyak penjual

cindera mata di sekitar restoran yang menawarkan dagangannya secara agresif’

had a normal level.



tourists’ cultures, giving information about the real situation around the restaurant

379

is normal to anticipate uncomfortable situation that the tourists feel.

Still in the data (6), both foreign and Indonesian tourists considered that the

use of the G’s utterances Yes, you see, the common people often have a hard life to

earn money ‘Ya, Bapak Ibu ketahui, orang biasa seringkali hidup dalam kondisi

sulit mendapatkan uang’ had a normal level.



in the Indonesian speaking tourists’ culture, the additional explanation of a tour

guide which is directed to thank to the tourists’ understanding of the situation is a

normal expression.

It is also found in the data (6), both foreign and Indonesian tourists

considered that the use of the G’s utterances I’ll repeat, one hour for having

lunch, OK? ‘Saya ulang lagi, satu jam untuk makan siang, oke?’ had a normal

level.



tourists’ cultures, reminding something by repeating some information is normal.

The tour guide’s expression often uses informal language because the relation

between the tour guide and the tourists has been intimate.

The fourth similar perception on normal tourism-service register appears in

the Conversation on Describing Processes Used in Making Art Objects (Batik,

Leather Puppets, Gamelan Instruments, etc.).

380


at Kauman Batik Village

T: Excuse me, I’m interested to know about the batik processing. Can you explain

it to me, please?

G: Sure. Let’s go to that room. (G and T went to the processing room) This is the



T: Yes, ....


on the fabric.






of the G’s utterances Let’s go to that room ‘Mari kita pergi ke ruangan itu’ had a

normal level.



in the Indonesian speaking tourists’ culture, the expressions of invitation for a

person who has a close relation by using informal language is normal. Thus, the

utterances Let’s go to that room ‘Mari kita pergi ke ruangan itu’ are normal

because the relation between the tourist and the tour guide has been intimate.

Still in the data (23), both foreign and Indonesian tourists also considered

that the use of the G’s utterances Yes, that’s because the application has to use

melted wax. Besides, the worker has to take precaution to prevent the wax from

381

dripping ‘Ya, karena membatiknya harus menggunakan lilin yang dicairkan. Di

samping itu, pembatiknya harus mencegah agar lilinnya tidak menetes’ had a

normal level.



tourists’ culture, the expressions of agreement followed by an explanation uttered

by a tour guide are normal. This kind of explanation is in relevant with the

definition of a tour guide, i.e. a person who guides tourists with a language chosen

by them for a specific purpose about tourism objects and telling about their

history of cultural heritage and local interest (www.worldtourism.com).

9.2.3 Similar Perceptions on Impolite Tourism-Service Register

The first similar perception on impolite tourism-service register appears in

the Conversation on Handling Reservations.

Data (3) Context: Conversation between a receptionist (R) of Pramesthi

Hotel and a caller (C) through telephone

C: Halo. Masih ada kamar kosong, Mbak? ‘Hallo. Do you have a room?’

R: Wah sudah penuh semua itu, pak.. ‘All rooms are occupied, sir.’

C: Masak satu pun nggak ada yang kosong? ‘Really? I just want a room.’

R: Ya kebetulan semua kamar sudah dibooking tamu rombongan dari Jakarta.


C: Hotel lain dekat-dekat situ masih punya kamar kosong nggak ya? ‘Is there an

available room in hotels near your hotel?’

R: Wah, ndak tahu ya. Bapak tanya aja sendiri. ‘I don’t know. Ask by yourself.’


of the RC’s utterances ‘I don’t know. Ask by yourself’ Wah, ndak tahu ya. Bapak

tanya aja sendiri had an impolite level.

382


utterances had an impolite level? In the both English and Indonesian speaking

tourists’ cultures, a hotel is well known as a hospitality industry. A caller who asks

an available room means he/she intends to be its guest. The receptionist should

also consider that he/she may be a customer who must be maintained carefully.

Although the hotel rooms are fully booked in one case, the receptionist should not

act unconcerned when the caller asks an available room in nearby hotels. To make

a polite expression, at least the receptionist can mention some nearby hotel names

along with their telephone numbers.

The second similar perception on impolite tourism-service register appears

in the Conversation on Describing Tourist Sites.


in Pendawa Water World

V: Untuk bertiga berapa mbak? ‘How much is for three persons?’

S: Dua ratus dua puluh lima ribu, per orang dihitung tujuh puluh lima ribu. ‘Two


person.’

V: Ini uangnya, mbak. ‘This is the money.’ (V handed Rp 300,000 to S)

S: Pake uang pas aja. Masih pagi gini belum ada kembaliannya. ‘Give me the



of the S’s utterances Give me the exact amount money. It’s early morning, I have

no change ‘Pake uang pas aja. Masih pagi gini belum ada kembaliannya’ had an

impolite level.


utterances had an impolite level? In the both English and Indonesian speaking

383

tourists’ opinions, a ticket seller is a professional officer who is always ready to

serve visitors, including handling balance payment. Because almost all visitors of

the Pandawa Water World pay the tickets by cash, S should prepare the small

money for a balance payment since the opening time. So, it is impolite for S to

request the visitor to pay with some exact amount money, whatever the reason she

gives.

9.3 Different Perceptions on Politeness in Tourism-Service Register between

English Speaking Tourists and Indonesian Speaking Tourists

9.3.1 Different Perceptions on Polite and Normal Tourism-Service Register

The first different perception on polite and normal tourism-service register

appears in the Conversation on Giving Information about Art Performances and

Entertainment.



the early evening


in this city?

O: Why don’t you watch wayang orang Sriwedari in the evening? For morning or

afternoon city sightseeing, you can visit Kasunanan Palace, Mangkunegaran

Palace, or Radya Pustaka Museum. And for shopping, you can visit traditional

markets, like Klewer Market and Triwindu Antique Market or modern

shopping malls, like Solo Grand Mall and Solo Square.

G: Well, I’d like to watch the wayang orang. How do I get there?




384

In the data (12), the foreign tourists considered that the use of the O’s

utterances Why don’t you watch wayang orang Sriwedari in the evening? had a

polite level, but the Indonesian tourists considered that the use of the O’s

utterances ‘Mengapa tidak menonton wayang orang Sriwedari saja di malam

hari?’ had a normal level.

Why did the foreign tourists consider that the above utterances had a polite

level, but the Indonesian tourists consider them had a normal level? The English

speaking tourist who does not know the local entertainment well likes to be

pointed by the officer. He prefers to have fast and direct choice. On the other

hand, the Indonesian speaking tourist prefers to have indirect or open choice to

direct or pointed one. He/she likes the utterances How if watching wayang orang

Sriwedari in the evening? ‘Bagaimana jika menonton wayang orang Sriwedari

saja di malam hari?’ better than Why don’t you watch wayang orang Sriwedari in

the evening? ‘Mengapa tidak menonton wayang orang Sriwedari saja di malam

hari?’.

Still in the data (12), the foreign tourists considered that the use of the O’s

utterances Why don’t you go by becak? had a polite level, but the Indonesian

tourists stated that the use of the O’s utterances ‘Mengapa tidak naik becak saja?’

had a normal level.


level, but the Indonesian tourists consider them had a normal level? As in the

previous explanation, the English speaking tourists like to have a direct

suggestion from the officer. Moreover, the additional information that the becak

385

stands by in front of the hotel will ease them to ride directly. Unlike the English

speaking tourists, the Indonesian speaking tourists prefer to have indirect or open

choice to direct or pointed one. Thus, they like the utterance How if you go by

becak? ‘Bagaimana jika naik becak?’ better than Why don’t you go by becak?

‘Mengapa tidak naik becak saja?’.

The second different perception on polite and normal tourism-service

register appears in the Conversation on Describing Points of Interest on the Tour

Route.

Data (15) Context: Conversation between a tour guide (G) and a male



hundreds of stairs.


here.





In the data (15), the foreign tourists stated that the use of the G’s utterances

I’m sure you can trek down through these stairs. Let’s try it! had a polite level, but

the Indonesian tourists stated that the G’s utterances ‘Saya yakin Anda mampu

menuruni tangga ini. Mari kita coba!’ had a normal level.


level, but the Indonesian tourists consider them had a normal level? In the English

speaking tourists’ culture which is well known as rational society, the logical

386

reason that can motivate a tourist to trek down the stairs is a positive point for her.

On the other hand, the Indonesian speaking tourists’ culture which is famed as

emotional society, the emphatic expressions, such as ‘Apa benar-benar takut?

Kalau mau nunggu di sini ya silakan, tapi kalau mau ikut turun nanti saya

dampingi’ Are you really afraid? If you want to stay here, it’s pleased, but if you

want to trek down the stairs, I’ll accompany you are more acceptable.

The third different perception on polite and normal tourism-service register

also appears in the Conversation on Describing Points of Interest on the Tour

Route.


at Sukuh Temple


G: Yes, yes … err … actually the highest hill is the hill of Cedho Temple …

which we can see in around an hour ride. But this is the highest hill for

recreational purposes like trekking and horse riding.


In the data (18), the foreign tourists considered that the use of the G’s

utterances Yes, yes … err … actually the highest hill is the hill of Cedho Temple …

which we can see in around two hours ride. But this is the highest hill for

recreational purposes like trekking and horse riding had a normal level, but the

Indonesian tourists considered that the use of the G’s utterances ‘Ya, ya … ehh …

sebenarnya yang tertinggi adalah bukit Candi Cetho … yang dapat kita lihat

sekitar satu jam perjalanan. Tetapi bukit ini yang tertinggi untuk kegiatan rekreasi

dengan berjalan kaki atau menunggang kuda’ had a polite level.

Why did the foreign tourists consider that the above utterances had a normal

387

level, but the Indonesian tourists consider them had a polite level? In the English

speaking tourists’ culture, telling the truth is important. In this case, the way to

answer the question which is relatively long is seen as a typical explanation of the

tour guide and many tourists like it. On the other hand, in the Indonesian speaking

tourists’ culture, to express something which contradicts directly to the tourists

sounds impolite. That is why the tour guide begins the answer with Yes, yes ‘Ya,

ya’ and then corrects it with err… ’ehh…’ followed by the explanation which tells

the truth and does not irritate the tourists’ feelings.

The fourth different perception on polite and normal tourism-service register

appears in the Conversation on Bargaining for Souvenir Prices.


(T) in Triwindu Antique Market











ten pieces you buy. So, I give you five pieces bonus.’

In the data (26), the foreign tourists considered that the use of the S’s

utterances ‘For you I’ll give more. One piece bonus for each ten pieces you buy.

So, I give you five pieces bonus’ had a normal level, but the Indoneisan tourists

388

stated that the use of the S’s utterances Untuk ibu saya kasih lebih. Tiap

pembelian sepuluh bonusnya satu biji. Jadi untuk ibu bonusnya lima biji had a

polite level.


level, but the Indonesian tourists consider them had a polite level? In the English

speaking tourists’ culture, it is normal for a buyer who buys merchandises in

wholesaler will get a discount. Although the discount is commonly applied to the

souvenir price, for instance by reducing 2.5% to 5% of the rate, giving bonus as a

substitution of discount is acceptable. On the other hand, in the Indonesian

speaking tourists’ culture, giving more bonus (5 pieces) than expected (1 or 2

pieces) is an action which satisfies the buyer’s feeling. Moreover, the way the

seller expresses is polite.

The fifth different perception on polite and normal tourism-service register

appears in the Conversation on Describing Tourist Sites.


in Kasunanan Palace

G: Sugeng siang, Bapak Ibu. Kita sekarang memasuki Museum Kraton

Kasunanan Surakarta. Ini adalah barang-barang peninggalan sejak jaman

Majapahit sampai Surakarta Hadiningrat. Good afternoon ‘Sir, Madam. Now

we enter the museum of Kasunanan Surakarta Palace. This museum stores

heritages since Majapahit Kingdom era to Surakarta Hadiningrat Kingdom

era.’

T: Kapan museum ini dibangun, Pak? ‘When was this museum built, Sir?’

G: Dibangun kala pemerintahan PB XII ... Lihat, yang di depan Bapak Ibu ini

namanya Rajamala, dulunya berfungsi sebagai kepala perahu untuk berlayar

menyusuri Bengawan Solo menuju Madura. ‘It’s built in the reign of King

389

Pakubuwono XII. … Look, in front of you is Rajamala, the head of a boat

which sailed from Surakarta to Madura through Bengawan Solo River.’

T: Kok banyak sesajian di depannya, Pak? ‘Why are there many offerings in

front of it, Sir?’

G: Ya, sesajian itu untuk caos dhahar. ‘Yes, the offerings are for giving meals.’

In the data (28), the foreign tourists stated that the use of the G’s utterances

Yes, the offerings are for giving meals had a normal level, but the Indonesian

tourists stated that the use of the G’s utterances ‘Ya, sesajian itu untuk caos

dhahar’ had a polite level.


level, but the Indonesian tourists consider them had a polite level? The English

speaking tourists know that animism still exists in some parts of the world. They

often find that offerings are common/normal given to respected statues or things

in temples, churches, palaces, museums or holly places. On the other hand, not

only know the animism, the Indonesian speaking tourists also know that the

Javanese has speech levels (krama, madya and ngoko). If Javanese people using

Indonesian language still do not feel giving deference, they will return to use their

mother tongue, i.e. the Javanese language. Thus the utterance caos dhahar

(Javanese) gives more deference than the utterance memberi makan (Indonesian).

9.3.2 Different Perceptions on Normal and Impolite Tourism-Service Register

The first different perception on normal and impolite tourism-service

register appears in the Conversation on Handling Reservations.

390

Data (2) Context: Conversation between a ticket seller (S) of Natratour and a

tourist (T)

S: Selamat siang, Bu. Ada yang bisa saya bantu? ‘Good afternoon, Madam.






the flight?’

S: Wah, kalau untuk mengundur seharusnya dua hari sebelumnya. ‘If you want





S: Ya berarti tiket Ibu hangus. ’It means that your ticket is expired.’


utterances ‘It means that your ticket is expired’ had a normal level, but the

Indonesian tourists considered that the use of the S’s utterances Ya berarti tiket

Ibu hangus had an impolite level.


level, but the Indonesian tourists consider them had an impolite level? Typically

the English speaking tourists want a fast and efficient service. The direct and

explicit answer ‘It means that your ticket is expired’ is a direct expression which

matches the service language. On the other hand, in the Indonesian speaking

tourists’ culture, persons who are disappointed want an answer which is

comfortable. The way to have a comfortable answer is by uttering it indirectly. It

is to avoid a second disappointment. Thus, the utterances Ya berarti tiket Ibu

391

hangus are too direct and uncomfortable.

The second different perception on normal and impolite tourism-service

register appears in the Conversation on Giving Directions.




B: Well, it’s easy. If you’ll go there on foot, first, go down this street until you

find a T-junction. Turn left and go east for about two hundred meters until you

see the big statue of Slamet Riyadi Hero at Gladak crossroad. Then, turn right

at the crossroad and go south for about a hundred meter until you see Alun-

alun of Kasunanan Palace. After that, cross the Alun-alun, you will finally find

the two-storey building with a big gate on the right. That’s the Klewer Market.

Don’t miss it.

In the data (2), the foreign tourists considered that the use of the B’s

utterances Don’t miss it had a normal level, but the Indonesian tourists stated that

the use of the B’s utterances ‘Jangan sampai tersesat’ had an impolite level.


level, but the Indonesian tourists consider them had an impolite level? In the

English speaking tourists’ culture, the utterances Don’t miss it are a kind of

attention to not loose the way. In other words, the guest should follow the

direction of an unfamiliar route has been given carefully. On the other hand, in the

Indonesian speaking tourists’ culture, people do not like the expressions started

with don’t ‘jangan’ because they will feel much be commanded. Indonesian

people tend to ask more questions to more people on the way if they are confused.

On the contrary, the English speaking people tend to check a tourist map if they

392

are confused on the way.

The third different perception on normal and impolite tourism-service

register appears in the Conversation on Serving Meals at Restaurant.

Data (21) Context: Conversation between a waitress (W) and visitors (V1,

V2) in Janti Fishery Court

W: Selamat siang, Pak, Bu? Mangga mau pesan apa? ‘Good afternoon, Sir,

Madam? Are you ready to order?’ (W handed a menu list to V1)

V1: Ikan guramih ada? ‘Do you have guramih fish?’

W : Ada, Bu. ‘Yes, we have, Madam.’

V1: Yang cepat digoreng apa dibakar? ‘The faster is fried or roasted?’

W: Digoreng, Bu. Tapi kalau dibakar bumbunya lebih meresap dan terasa lebih

gurih. ‘Fried, Madam. But the ingredient is more absorbed and the tasted is

more delicious if it is roasted.’

V1: Saya digoreng aja biar cepat. ‘I want it fried for the faster.’

W: Ibu digoreng. Bapak digoreng juga? ‘You are fried, Madam. Are you fried

too, Sir?’

V2: Mm ... saya dibakar aja. ‘Mm … Roasted for me, please.’

W: Baik, segera kami siapkan. Maaf untuk minumnya mau pesan apa? ’All

right, I’ll prepare them soon. And for the drinks?’

V1: Saya es teh. ‘Iced tea for me.’

W: Bapak es teh juga? ‘Are you iced tea too, Sir?’

V2: Saya lagi batuk. ‘I am cough.’

W: Minuman panas atau hangat juga ada di sini, Pak. ‘Warm or hot drinks are

also available here, Sir.’

V2: Ya, jeruk panas saja. ‘Well, hot orange please.’

W: (Left the visitors to go to the kitchen).

In the data (21), the foreign tourists considered that the use of the W’s

utterances You are fried, Madam. Are you fried too, Sir? had an impolite level, but

the Indonesian tourists considered that the use of the W’s utterances ‘Ibu

393

digoreng. Bapak digoreng juga?’ had a normal level.

Why did the foreign tourists consider that the above utterances had an

impolite level, but the Indonesian tourists consider them had a normal level? At

the beginning, the English speaking tourists felt unpleasant with the waitress’s

utterances. What they caught from her utterances You are fried, Madam. Are you

fried too, Sir? was that they would be burnt and they were really impolite

utterances. After thinking a while, they understood that it was because of the

waitress’s English mistakes. Finally, they understood about that matter. This case

is called ‘sociopragmatic failures’ (Thomas, 1983), that is errors resulting from

non-native speakers not knowing what to say or not saying appropriate things. On

the other hand, the Indonesian speaking tourists are familiar with the elliptical

expressions ‘Ibu digoreng. Bapak digoreng juga?’ taken from the complete

expressions ‘Ibu guraminya digoreng. Bapak guraminya digoreng juga?’. This

kind of elliptical expressions is common in Indonesia and is considered polite

expressions.

The fourth different perception on normal and impolite tourism-service

register appears in the Conversation on Bargaining for Souvenir Prices.






the ordinary?’


S: (S handed the batik sample to T). Mangga silakan pilih. Nanti pilihan

394

warnanya banyak. ‘Please choose by yourself. There are many choices.’




T: Kalau empat puluh ribu gimana? ‘How about forty thousands?’

S: Wah belum ikut. Kulakannya aja belum boleh. ‘Mm no … it’s under the buying

price.’

T: Kalau empat puluh lima bagaimana, Bu? ‘How about forty five thousands?’

S: Ya sudah lima puluh ribu seperti harga bakul. ‘Well, fifty thousands as the

buying price.’


utterances Mm no … it’s under the buying price had a normal level, but the

Indonesian tourists considered that the use of the S’s utterances ‘Wah belum ikut.

Kulakannya aja belum boleh’ had an impolite level.



English speaking tourists’ culture, the utterances Mm no … it’s under the buying

price are normal expressions. They give a reflection to the tourist to understand

that her bargain is too low. On the other hand, in the Indonesian speaking tourists’

culture, the utterances ‘Wah belum ikut. Kulakannya aja belum boleh’ are impolite

expressions. It sounds that the seller underestimates the buyer or implicitly tells

that the tourist is not serious to buy the merchandise and does not know the public

price.

Still in the data (24), the foreign tourists also considered that the use of the

S’s utterances Well, fifty thousands as the buying price had a normal level, but the

395

Indonesian tourists considered that the use of the S’s utterances ‘Ya sudah lima

puluh ribu seperti harga bakul’ had an impolite level.



English speaking tourists’ culture, the utterances Well, fifty thousands as the

buying price are considered normal because tourists do not care about the seller’s

price whether it is a buying price or a selling price. The most important one is the

dealing price. On the other hand, in the Indonesian speaking tourists’ culture, the

utterances ‘Ya sudah lima puluh ribu seperti harga bakul’ are considered impolite

because it sounds that the tourist does not give any profit to the seller.

The fifth different perception on normal and impolite tourism-service

register also appears in the Conversation on Bargaining for Souvenir Prices.

Data (25) Context: Conversation between a souvenir seller (S) and tourists

(T1, T2) in Triwindu Antique Market

T1: Excuse me, how much are you asking for that wooden mask?


T2: What? For that? I’ve seen better ones for a lot less.


T1: It is nice, but it’s very expensive. How about $ 10?






T1: Yeah. We think we did to. See you again some time.


396


utterances Listen, take good care of it had a normal level, but the Indonesian

tourists considered that the use of the S’s utterances ‘Dengar, jaga baik-baik

barang itu’ had an impolite level.



English speaking tourists’ culture, the relation between a buyer and a seller

becomes closer after dealing the price. Because of that the utterances they use to

be direct, explicit, informal and spontaneous. On the other hand, in the Indonesian

speaking tourists’ culture, there is a gap in the relation between a buyer and a

seller. In other words, the utterances they use tend to be indirect, formal and

emotionally controlled. Thus, it sounds impolite for a seller to express an

imperative sentence like ‘Dengar, jaga baik-baik barang itu’ to a buyer.

9.3.3 Different Perceptions on Polite and Impolite Tourism-Service Register

The first different perception on polite and impolite tourism-service register

appears in the Conversation on Handling Reservations.

Data (2) Context: Conversation between a ticket seller (S) of Natratour and

a tourist (T)

S: Selamat siang, Bu. Ada yang bisa saya bantu? ‘Good afternoon, Madam.






the flight?’

397

S: Wah, kalau untuk mengundur seharusnya dua hari sebelumnya. ‘If you want





S: Ya berarti tiket Ibu hangus. ’It means that your ticket is expired.’


utterances ‘If you want to delay the flight, you should do it two days before’ had a

polite level, but the Indonesian tourists considered that the use of the S’s

utterances Wah, kalau untuk mengundur seharusnya dua hari sebelumnya had an

impolite level.



English speaking tourists’ culture, the direct refusal is common if it is followed by

a logical reason. In tourism industry, the direct answer means the service is

efficient. On the other hand, in the Indonesian speaking tourists’ culture, lips

service seems quite needed to express attention or sympathy. Thus they do not like

the direct refusal. Moreover, they do not like to be blamed, although the ticket

seller tells the truth related to the rules and regulations of the ticket cancellation

and postponement.

The second different perception on polite and impolite tourism-service

register appears in the Conversation on Helping Tourists with Their Registration.

398

Data (8) Context: Conversation a receptionist (R) and a guest (G) in

Pramesthi Hotel. The receptionist was helping the guest

who would check out




G: Kate Doolan


bill. The total amount is Rp 2,875,000 rupiahs. You want to recheck it?


In the data (8), the foreign tourists considered that the use of the R’s

utterances What is your name? had a polite level, but the Indonesian tourists

considered that the use of the R’s utterances ‘Siapa nama Anda?’ had an impolite

level.


level, but the Indonesian tourists consider them had an impolite level? The

English speaking tourists who have individualistic culture need an efficient

service. In this case, the guest does not care whether R knows or does not know

her name. That is way the direct question What is your name is considered polite

for her. On the other hand, the Indonesian speaking tourists who have collectivist

culture will feel warm and be respected if the receptionist recognises her name or

at least expresses an utterance that he forgets her name. Thus, the utterances

‘Maaf saya lupa, atas nama Ibu siapa ya?’ are considered more polite than the

utterances ‘Siapa nama Anda?’.

The third different perception on polite and impolite tourism-service register

appears in the Conversation on Handling Telephone Enquiries.

399


Kusuma Sahid Prince Hotel and a caller (C)

C: Hallo. Bisa disambungkan ke kamar Pak Suryono? ‘Hello. Can you connect

me to Mr. Suryono’s room?’

O: Mohon ditunggu sebentar … Kok di sini tidak ada tamu yang menginap atas

nama Bapak Suryono ya? ‘Wait a moment, please … There is no guest with

the name Mr. Suryono here.’

C: Lho gimana sih hotel ini. Pak Suryono sudah check in seperempat jam yang

lalu. ‘What happens with this hotel? Mr. Suryono had checked in fifteen

minutes ago.’

O: Oh maaf, Bu. Kalau begitu coba saya sambungkan ke resepsionis. ‘Oh, I’m

sorry, Madam. I’ll try to connect you to receptionist.’

In the data (10), the foreign tourists considered that the use of the O’s

utterances ‘There is no guest with the name Mr. Suryono here’ had a polite level,

but the Indonesian tourists considered that the use of the O’s utterances Kok di

sini tidak ada tamu yang menginap atas nama Bapak Suryono ya? had an impolite

level.



English speaking tourists’ culture, giving information quickly is important,

especially in the communication through a telephone. On the other hand, in the

Indonesian speaking tourists’ culture, especially in Central Java, many people still

apply a principle ‘alon-alon waton klakon, yen kebat kliwat’ or ‘biar lambat asal

selamat, kalau terlalu cepat bisa meleset’. It means that working slowly is no

problem if the result is good or accurate. On the contrary, working quickly is

nothing if the result is unsatisfactory. Thus the utterances ‘There is no guest with

400

the name Mr. Suryono here’ Kok di sini tidak ada tamu yang menginap atas nama

Bapak Suryono ya? are considered unsatisfactory expressions because the

telephone operator has not checked the newest guest list before.

9.4 Recapitulation of Cross-Cultural Perspectives on Politeness in Tourism-

Service Register


following summary:

There are similar perspectives on politeness between the English speaking

tourists whose backgrounds are Western cultures and the Indonesian speaking

tourists whose backgrounds are Indonesian cultures towards the tourism-service

register used by the tourism service providers in Central Java.

The reasons why the English speaking tourists and the Indonesian speaking

tourists have similar perspectives on polite tourism-service register used by the

tourism service providers in Central Java are: (1) the use of indirect questions,

especially to persons have not familiar with, (2) questions which let the tourists

have freedom of action, (3) invitations which are expressed with interrogative

sentences, (4) soft reminders to prevent unwanted accidents, (5) change of order

expressions into request expressions, (6) expressions which let the tourists decide

something by themselves, (7) apology to express something which has potential to

disappoint tourists, (8) involving a happy feeling to another person who is happy

of feeling something, (9) expressions to praise another person and (10)

euphemistic expressions to avoid vulgar expressions.


401

tourists have similar perspectives on normal tourism-service register used by the

tourism service providers in Central Java are: (1) expressions which support the

tourists’ comfortable feelings, (2) expressions which are followed by logical

reasons, (3) expressions for assuring the tourists’ safety, (4) giving information

about real situation to anticipate uncomfortable feeling, (5) reminding something

to tourists, (6) expressions using informal language to invite a person has been

intimate and (7) expressions of agreement followed by an explanation.


tourists have similar perspectives on impolite tourism-service register used by the

tourism service providers in Central Java are: (1) expressions which show

inadequate information needed by the tourists, (2) expressions which show

unprofessional in doing duties and (3) expressions which irritate the tourists’

feeling.

Besides that, there are different perspectives on politeness between the

English speaking tourists whose backgrounds are Western cultures and the

Indonesian speaking tourists whose backgrounds are Indonesian cultures towards

the tourism-service register used by the tourism service providers in Central Java.


tourists have different perspectives on polite and normal tourism-service register

used by the tourism service providers in Central Java are: (1) English speaking

tourists like to have fast and direct choices, but Indonesian speaking tourists like

to have open and indirect choices; (2) English speaking tourists like to have

logical reasons which can motivate them to solve problems, but Indonesian

402

speaking tourists like to have emphatic expressions given to motivate them to

solve problems; (3) English speaking tourists consider that telling the truth is

important although it is potential to irritate their feeling, but Indonesian speaking

tourists consider that telling something which contradict directly to them and

potentially irritate their feeling is unacceptable; (4) English speaking tourists

consider that giving bonus as a substitution of discount is acceptable in wholesale

purchasing, but Indonesian speaking tourists consider that giving bonus is a

seller’s kindness and (5) English speaking tourists have no speech levels, but

Indonesian speaking tourists have some speech levels to give deference.


tourists have different perspectives on normal and impolite tourism-service

register used by the tourism service providers in Central Java are: (1) English

speaking tourists like to have fast, efficient services and direct and explicit

answers, but Indonesian speaking tourists like to have indirect and comfortable

answers; (2) English speaking tourists feel comfortable with expressions started

with don’t, but Indonesian speaking tourists feel uncomfortable with expressions

started with jangan ‘don’t’; (3) English speaking tourists feel unpleasant with

inappropriate expressions, but Indonesian speaking tourists are familiar with

elliptical expressions; (4) English speaking tourists feel pleasant with the sarcastic

expressions, but Indonesian speaking tourists feel unpleasant with the expressions

and (5) English speaking tourists feel pleasant with the direct, explicit, informal

and spontaneous expressions, but Indonesian speaking tourists feel unpleasant

with them.

403


tourists have different perspectives on polite and impolite tourism-service register

used by the tourism service providers in Central Java are: (1) English speaking

tourists are familiar with the direct refusal, but Indonesian speaking tourists are

familiar with the indirect refusal; (2) English speaking tourists feel pleasant to

admit their mistakes, but Indonesian speaking tourists feel unpleasant to admit

them and (3) English speaking tourists feel pleasant to be served quickly with few

verbal expressions, but Indonesian speaking tourists feel pleasant to be served

slowly with much verbal expressions.

Referring to the above recapitulation, it can be inferred that similar

perspectives which were experienced by the English and Indonesian speaking

tourists from the most to the least frequency are: (1) formality, (2) indirectness,

(3), modesty (4) emotional control, (5) goal orientation and (6) implicitness. On

the other hand, different perspectives which were experienced by the English and

Indonesian speaking tourists from the most to the least frequency are: (1)

spontaneity, (2) explicitness, (3) directness, (4) informality, (5) emotional

expression and (6) egoism.

404

CHAPTER 10

CONCLUSION AND SUGGESTION

10.1 Conclusion

This research has been able to answer the six research questions articulated

in the introduction chapter. The first question relates to the politeness markers in

tourism-service register used by tourism service providers in Central Java. The

analysis in Chapter 4 has indicated that tourism service providers in Central Java

used various politeness markers in tourism-service register on one occasion but

violated them on another occasion. Politeness markers to greet and offer

assistance are the most frequently used by the providers whereas ones to

command are the least frequently used by them. By contrast, politeness markers to

command are the most frequently violated by the providers whereas ones to greet

and offer assistance are the least frequently violated by them.

Tourism service providers in Central Java also used typical nonverbal

politeness markers in tourism-service register to serve their tourists. Smiling is the

most frequently used by the providers whereas opening eyes wide to show

admiration/impression is the least frequently used by them.

The second objective of the study concerns the politeness principles in

tourism-service register used by tourism service providers in Central Java. As

analysed in Chapter 5, tourism service providers in Central Java used various

politeness principles in tourism-service register on one occasion but violated them

on another occasion. Generosity maxim is the most frequently used by the

405

providers whereas modesty maxim is the least frequently used by them. On the

other hand, agreement maxim is the most frequently violated by the providers

whereas tact maxim is the least frequently violated by them.

Leech's politeness principles which are claimed as universal models can be

applied in tourism-service register in Central Java. Therefore, the criticisms of

Fraser (1990) and Thomas (1995) that the Leech’s theory of politeness does not

provide any motivated way of restricting the number of maxims can be objected

in this research. Moreover, the criticism of Ruhi (2006) and Spencer-Oatey (2008)

that the Leech’s approach does not demonstrate the complex interaction of

consideration for both self and other in authentic interaction is also objected in

this research.

This study has also provided the answer to the third research question

proposed in the introduction chapter; that is the politeness strategies in tourism-

service register used by tourism service providers in Central Java. As proved in

chapter 6, tourism service providers in Central Java use various positive

politeness strategies in tourism-service register on one occasion but violated them

on another occasion. Notice, attend to H is the most frequently used by the

providers whereas assume or assert reciprocity is the least frequently used by

them. On the other hand, presuppose/raise/assert common ground is the most

frequently violated by the providers whereas notice, attend to H is the least

frequently violated by them.

Tourism service providers in Central Java also use various negative

politeness strategies in tourism-service register on one occasion but violated them

406

on another occasion. Be conventionally indirect is the most frequently used by the

providers whereas go on record as incurring a debt, or as not indebting H is the

least frequently used by them. By contrast, go on record as incurring a debt, or as

not indebting H is the most frequently violated by the providers whereas be

conventionally indirect is the least frequently violated by them.

Brown and Levinson's politeness strategies which are claimed as universal

models can be applied in tourism-service register in Central Java. Therefore, the

criticisms of House and Kasper (1981), Tannen (1981), Wierzbicka (1985), Blum-

Kulka and House (1989) and Bialystok (1993) that the Brown and Levinson’s

theory of politeness is not being universally valid for East-Asian languages can be

objected in this research. It is proved that the Brown and Levinson’s theory is

valid for Indonesian language. Moreover, the criticisms of Matsumoto (1988,

1989), Ide (1989) and Mao (1994) that the notion of face with its focus on

individual territorial rights is difficult to apply to the Japanese and Chinese

language context is also objected in this research. It is proved that the notion of

face can be applied to the Indonesian language context.

The fourth objective of the research focuses on the politeness norms in

tourism-service register used by tourism service providers in Central Java. The

analysis in Chapter 7 has indicated that tourism service providers in Central Java

use various politeness norms in tourism-service register on one occasion but

violated them on another occasion. Sumanak ‘friendly’ is the most frequently used

by the providers whereas tepa slira ‘showing a feeling of sympathy or solidarity’

is the least frequently used by them. By contrast, tepa slira ‘showing a feeling of

407

sympathy or solidarity’ is the most frequently violated by the providers whereas

sumanak ‘friendly’ is the least frequently violated by them.

As proved in this research, the Poedjosoedarmo's model of politeness norms

could be more appropriate to analyse the politeness in tourism-service register in

Central Java than the Leech's model of politeness principles and the Brown and

Levinson's model of politeness strategies. Although many points of the principles

and strategies as proposed by Leech and Brown and Levinson do agree with the

Poedjosoedarmo’s theory, the politeness norms (unggah-ungguh) has been a

typical politeness of Javanese people. Related to the politeness norms of Japanese

and Chinese people as stated by Matsumoto (1988, 1989), Ide (1989) and Mao

(1994), the Brown and Levinson’s model is based on the individual, but the

Poedjosoedarmo’s model is based on the social group. In other words, the

individual rights are important in Western culture, but they are not so important in

Javanese culture because cultural norms focus more on the positional relation to

others than with individual territory. It is also proved in this research that social

norms are predetermined by a person’s place in society.

The fifth objective of the research is in relation to the politeness levels in

tourism-service register used by tourism service providers in Central Java. As

proved in Chapter 8, tourism service providers in Central Java used various

politeness levels in tourism-service register to serve their tourists. The politeness

levels they used from the most to the least frequency are: (1) polite, (2) normal

and (3) impolite.

This study has dealt with the evaluation of politeness levels. In this study I

408

have focused the linguistic politeness of the tourism service providers as a

Speaker (S) and have involved on evaluation by the tourists as a Hearer (H). Since

the focus of politeness levels has been placed on S with the politeness-scale

models of Lakoff (1973), Leech (1983) and Brown and Levinson (1987) in most

politeness research, the involvement on the Hearer’s perceptions represents an

innovation. In linguistic politeness, both S and H are important and more research

which includes H will extend and test this aspect of politeness. As proved in the

findings of this research, the tourists’ perception on politeness levels towards the

tourism-service register of the tourism service providers is more objective than the

politeness-scale models of Lakoff, Leech and Brown and Levinson. Moreover,

involving the tourists as a user or a stakeholder who obtain the service from the

tourism service providers, the evaluation of politeness levels made by them is

considered more appropriate. A cross-cultural comparison between individualist

and collectivist cultures was made, attempting to investigate the evaluation of

politeness by Western people and Indonesian people. The results showed that

there were significant differences in the evaluation of politeness, leading to the

conclusion that the cultural factors investigated here have much influence.

The last objective of this research relates to the similar and different

perspectives on politeness in tourism-service register used by tourism service

providers. As analysed in Chapter 9, there are similar and different perspectives

on politeness between English speaking tourists whose backgrounds are Western

cultures and Indonesian speaking tourists whose backgrounds are Indonesian

cultures towards the tourism-service register used by the tourism service providers

409

in Central Java. Formality in tourism-service register is the most frequently and

similarly experienced by the English and Indonesian speaking tourists whereas

implicitness is the least frequently and similarly experienced by them. On the

other hand, spontaneity in tourism-service register is the most frequently and

differently experienced by the English and Indonesian speaking tourists whereas

egoism is the least frequently and differently experienced by them.

The research findings also reveal that there is also a significant difference of

language etiquette in English, Indonesian and Javanese as well. The English

speaking tourists tend to like the tourism service providers to speak directly,

explicitly, verbally, informally and spontaneously in their communication. On the

other hand, the Indonesian speaking tourists tend to like the tourism service

providers to speak indirectly, implicitly, formally, modestly and be emotionally

controlled in their communication. Therefore, it can be concluded that the

research findings support the Chan’s model of contrasting communication styles

(1992a) which distinguishes the Western’s characteristics of low-context,

individualistic cultures and the traditional Asian’s high-context, collectivist

cultures.

As proved in the findings of this research, the use of politeness in tourism-

service register can be affected by three factors: (1) power, (2) intimacy and (3)

financial benefit. Politeness which is affected by power and intimacy factors is

called genuine politeness and one which is affected by financial benefit factor is

called ethok-ethok ‘pretended’ politeness. Tourism service providers will act

politely to tourists if they consider that they have lower power than the tourists,

410

have not been intimate and expect to get financial benefit. By contrast, tourism

service providers will act impolitely if they consider that they have higher power

than the tourists, have been intimate and do not expect to get financial benefit.

10.2 Suggestion

Based on the conclusions above, this study suggests the following

recommendations:

1. This research shows that the proper use of politeness markers, principles,

strategies and norms in tourism-service register by the tourism service

providers in Central Java affect their politeness levels. The more appropriate

they use the politeness markers, principles, strategies and norms, the more

polite levels they get. Moreover, the more polite their tourism-service register

they use, the more satisfaction the tourists obtain. Therefore, it is suggested that

tourism service providers should always use politeness markers, principles,

strategies and norms as well as possible when serving tourists to ensure their

satisfaction.

2. The research findings imply the needs of improving unggah-ungguh ‘politeness

norms’ used by the tourism service providers in serving tourists. As an

intangible cultural heritage, unggah-ungguh had been written in Serat

Wedharaga by R. Ng. Ranggawarsita – a well-known Javanese wise man in the

nineteenth century – the revitalisation and redefinition by Poedjosoedarmo

(2009) lead up to norms that are easy to be learned by young generation.

Therefore, policy makers of tourism industry in Central Java need to

disseminate the unggah-ungguh to tourism service providers as the ways to act,

411

to behave and to talk during working in tourism industry. Particularly in

Surakarta City, the dissemination program will support the local government to

brand the city with its cultural heritage, and spread it throughout the world.

With this program, not only the tourism-human resources, but mostly the

Central Java people are supported to preserve their intangible cultural heritage.

This notion will also encompass living expressions that has inherited from their

ancestors and transmit to their descendants. Since 2001, intangible cultural

heritage has received international recognition and its safeguarding had become

one of the priorities of adoption of the Convention for the Safeguarding of the

Intangible Cultural Heritage (UNESCO, 2011:1).

3. The findings can also be used in teaching language and ethics for tourism

service providers in Indonesia, especially in Central Java, in serving

international tourists who speak some English and local tourists who speak

Indonesian influenced by Javanese. Moreover, the findings can be used as

materials to develop models for improving quality of service to tourists using

appropriate nuances of politeness in English, as well as in Indonesian for

tourism service providers and students of tourism schools to improve their

competence in cross-cultural communication.

4. The research findings can be made as reference for further research projects

related to politeness in service register other than in host-guest relationship

(tourism), such as doctor-patient (medical), teacher-student (education), bank

teller-customer (banking), steward-passenger (transportation), seller-buyer

(trade), government officer-people (public service) relationships etc. in

412

conversational discourse of sociopragmatic framework. Further researches are

needed to explore the implications and contribution of politeness research to

the theoretical and empirical development of cross-cultural communication at

work. To this end, they need to: (1) address the issue of what constitutes polite

and impolite service language in specific workplace settings and how such

politeness relates to organisational norms and practices and to wider concepts

of politeness; (2) seek to collect and analyse a much wider range of empirical

data involving interaction in both inter- and intra-cultural workplace settings;

and (3) consider the implications of the findings of politeness research for the

training of business and professional people in communication.

413

REFERENCES

Allan, Keith. 1991. ‘Cooperative principle’ in Bright W. (ed). Oxford

International Encyclopaedia of Linguistics. New York: Oxford University

Press.

Allwood, Jens. 1998. “Pragmatics” in Pragmatics: Critical Concepts (Ed. Asa

Kasher). London: Routledge.

Argyle, M. 1988. Bodily Communication (2nd ed.). London: Methuen.

Asher, R. E. and Simpson J. M. Y. (eds.). 1994. The Encyclopedia of Language

and Linguistics, Volume 6. Oxford: Pergamon Press.

Astika, Gusti. 2004. Syllabus Design for Tour and Travel Management

Department at Satya Wacana University Salatiga: A Policy Research to

Develop an Alternative English Syllabus. Surakarta: Sebelas Maret

University.

Austin, J. L. 1962. How to Do Things With Words. J. O. Urmson and Marina

Sbisa, eds. Cambridge, MA: Harvard University Press.

Austin, J. L. 1975. Philosophical Papers. Oxford: Clarendon Press.

Bargiela-Chiappini, F. and Stubbe, M. 2006. ‘Politeness at work: Issues and

challenges’. Journal of Politeness Research 2 (1): 7-33.

Bialystock, E. 1993. ‘Symbolic representation and attentional control in pragmatic

competence’ in Kasper G. & Blum-Kulka S. (eds) Interlanguage

Pragmatics. Oxford: Oxford University Press.

Blum-Kulka, S. 2005. ‘Indirectness and politeness in requests: Same or different?’

Journal of Pragmatics, vol. 11.

Blum-Kulka, S. and House, J. 1989. ‘Cross-cultural and situational variation in

requesting behavior’ in Blum-Kulka S., House J. & Kasper G. (eds) Cross-

Cultural Pragmatics: Requests and Apologies. Norwood, NJ: Ablex.

Bodgan, R. C. and Biklen, S. K. 1982. Qualitative Research for Education: An

Introduction to Theory and Method (3rd ed.). Boston: Allyn & Bacon.

Brown, Penelope and Levinson, Stephen C. 1978. ‘Universals in language usage:

Politeness phenomena’ in Goody E. (ed.) Questions and Politeness.

Cambridge: Cambridge University Press.

Brown, Penelope and Levinson, Stephen C. 1987. Politeness: Some Universal in

Language Use. Great Britain: Cambridge University Press.

414

Budiarsa. Made. 2006. Pemakaian Bahasa Dalam Ranah Pariwisata di Beberapa

Hotel di Kuta Kabupaten Badung Bali. Yogyakarta: Gadjah Mada

University.

Burkart, A. J. dan Medlik, S. 1987. Tourism: Past, Present, and Future. London:

Heinemann.

Chan, S. 1992a. ‘Families with Asian roots’, eds. E. Lynnch & M. Hanson,

Developing Cross-Cultural Competence: A Guide for Working With Young

Children and Their Families. Baltimore: Paul H. Brookes.

Cruse, Alan. 2004. Meaning in Language. New York: Oxford University Press.

Culpeper, Jonathan. 2005. Impoliteness and entertainment in the television quiz

show: the weakest link. Journal of Politeness Research, 1(1): 35-72.

Damarjati, R. S. 1997. Istilah-istilah Dunia Pariwisata. Jakarta: PT Pradnya

Paramita.

Dann, Graham M. S. 1996. The Language of Tourism. London: CAB

International.

De Kadt, E. 1998. ‘The concept of face and its applicability to the Zulu language’.

Journal of Pragmatics, vol. 29.

Denzin, N. K. and Lincoln, Y. S. 1994. Handbook of Qualitative Research.

Thousand Oaks, CA: SAGE Publications

Departemen Pariwisata, Pos, dan Telekomunikasi. 1987. Himpunan Peraturan

Perundang-undangan di Bidang Kepariwisataan. Jakarta: Deparpostel.

Departemen Pariwisata dan Budaya. Sapta Pesona Pariwisata Indonesia.

http://www.budpar.go.id 10 January 2009.

Dinas Pariwisata Kota Surakarta. Jumlah Kunjungan Wisatawan ke Solo.

http://www.visit-solo.com 9 January 2009.

Dinas Pariwisata Propinsi Daerah Tingkat I Jawa Tengah. 1996. Pedoman Tugas

Pramuwisata. Semarang: Diparta.

Eelen, Gino. 1999. ‘Politeness and ideology: a critical review’, Pragmatics 9(1):

163-73.

Eelen, Gino. 2001. A Critique of Politeness Theories. Manchester, U. K.: St.

Jerome Publishing.

Eisner, E. W. 1991. The Enlightened Eye: Qualitative Inquiry and the


http://www.visit-solo.com/

415

Enhancement of Educational Practice. New York, NY: Macmillan

Publishing Company.

Firth, J. R. 1957. Papers in Linguistics 1934-51. New York: Oxford University

Press.

Fraser, B. 1990. Perspectives on Politeness. Journal of Pragmatics, 14 (2): 219-

36.

Gagel, C. 1997. Literacy and technology: reflections and insights for

technological literacy. Journal of Industrial Teacher Education, 34 (3).

Geertz, Clifford. 1960. The Religion of Java. Glencoe: Free Press.

Goffman, Erving. 1967. Interaction Ritual: Essays on Face to Face Behavior.

New York: Doubleday.

Gregory, M. J. 1967. 'Aspects of varieties differentiation'. Journal of Linguistics.

3: 177-98.

Grice, H. P. 1975. ‘Logic and conversation’ in Cole P. & Morgan J. (eds) Syntax

and Semantics 3: Speech Acts. New York: Academic Press.

Gu, Yuegue. 1990. ‘Politeness phenomena in modern Chinese’, Journal of

Pragmatics 14(2): 237-57.

Halliday, M.A.K.1978. Language as Social Semiotic: The Social Interpretation of

Language and Meaning. London: Edward Arnold.

Hanks, William F. 2008. Fieldwork on Deixis.

www.sciencedirect.com/science/journal/ 03782166 on 9 January 2009.

Hansen, R. E. (1995). Teacher socialization in technological education. Journal of

Technology Education, 6 (2).

Hocket, Charles F. 1977. A Course in Modern Linguistics. New York: Macmillan.

Hofstede, G. 1994. Cultures and Organizations: Software of the Mind. London:

HarperCollins.

Holmes, Janet. 1999. Women, Men and Politeness. London: Longman.

House, J. and Kasper, G. 1981. ‘Politeness markers in English and German’ in

Coulmas F. (ed.) Conversational Routines. The Hague: Mouton.

Hymes, Dell. 1972. ‘On Communicative Competence’, in Pride, J. B. dan

Holmes, J. (ed.), Sociolinguistics. Harmondsworth: Penguin Books.

http://scholar.lib.vt.edu/ejournals/JITE/v34n3/Gagel.html

http://www.sciencedirect.com/science/journal/%2003782166

http://scholar.lib.vt.edu/ejournals/JTE/v6n2/rhansen.jte-v6n2.html

http://scholar.lib.vt.edu/ejournals/JTE/v6n2/rhansen.jte-v6n2.html

416

Ide, Sachiko. 1989. ‘Formal forms and discernment: Two neglected aspects of

universals of linguistic politeness’. Multilingua, vol. 8.

Ide, S., Hill, B., Cames Y., Ogino, T. and Kawasaki, A. 1992. ‘The concept of

politeness: an empirical study of American English and Japanese’, in Watts,

R., Ide S. and Ehlich, K. (eds.), Politeness in Language: Studies in its

History, Theory and Practice. Berlin: Mouton de Gruyter.

Iragiliati, Emalia. 2005. Utterance Patterns and Politeness Strategies in

Indonesian Medical Discourse. Surabaya: State University of Surabaya.

Irwin, Harry. 1996. Communicating with Asia: Understanding People and

Customs. New South Wales: Allen & Unwin.

Johnson, B.R., Onwuegbuzie, A.J. & Turner, L.A. 2007. Toward a definition of

mixed method research. Journal of Mixed Methods Research 1(2): 112-133.

Kartomihardjo, Soeseno. 1996. Pemahaman Wacana Antarbudaya. Jakarta:

PELBA 10 Unika Atma Jaya.

Knapp, M. L., Hart, R. P., Friedrich, G. W. & Shulman, G. M. 1973. ‘The rhetoric

of goodbye: Verbal and nonverbal correlates of human leave-taking’.

Speech Monographs, vol. 40.

Knapp, M. L. and Hall, J. A. 2006. Nonverbal Communication in Human

Interaction. USA: Thomson Wadsworth.

Kompas. Migrasi Suku Jawa: Suriname Hingga Kepulauan Kokos. Jakarta, 9

August 2010.

Lakoff, Robin T. 1973a. ‘The logic of politeness; or minding your p’s and q’s,

Chichago Linguistics Society 8: 292-305.

Lakoff, Robin T. 1975b. ‘Questionable answers and answerable questions’, in

Kachru, B. et al. (eds.), Issues in Linguistics: Papers in Honor of Henry

and Renee Kahane, Urbana, III.: University of Illinois Press.

Lakoff, Robin T. 1977. ‘What you can do with words: politeness, pragmatics and

performatives’, in Rogers, P. (ed.), Proceedings of the Texas Conference on

Performatives, Arlington, VA: Center for Applied Linguistics.

Lakoff, Robin T. 1990. Talking Power: The Politics of Language in Our Lives.

Glasgow: HarperCollins.

Lee-Wong, S.M. 1999. Politeness and Face in Chinese Culture. Frankfurt: Peter

Lang.

Leech, Geoffrey, 1977. Language and Tact, I.A.U.T. Papers 46. University of

417

Trier.

Leech, Geoffrey, 1980. Explorations in Semantics and Pragmatics. Amsterdam:

Benjamins.

Leech, Geoffrey. 1983. The Principles of Pragmatics. New York: Longman Group

Limited.

Leech, Geoffrey. 2005. Politeness: Is there an East-West divide? Journal of

Politeness Research: Language, Behaviour, Culture, 3 (2):167-206).

Levinson, Stephen. 1983. Pragmatics. London: Cambridge University Press.

Lincoln, Y. S. and Guba, E. G. 1985. Naturalistic Inquiry. Newbury Park, CA:

Sage.

Locher, Miriam. 2004. Power and Politeness in Action: Disagreements in Oral

Communication. Berlin: Mouton de Gruyter.

Lofland, J. and Lofland, L. H. 1995. Analyzing Social Settings: A Guide to

Qualitative Observation and Analysis (3rd ed.). Belmont, CA: Wadsworth.

Malinowski, Bronislaw. 1923. ‘The Problem of Meaning in Primitive Languages’,

in Odgen, C. K. dan Richards, I. A. (eds), The Meaning of Meaning.

London: K. Paul, Trend, Trubner.

Mao, Lu Ming, R. 1992. ‘Invitational discourse and Chinese identity’, Journal of

Asian Pacific Communication 3(1): 70-96.

Mao, Lu Ming, R. 1994. ‘Beyond politeness theory: “Face” revisited and

renewed”. Journal of Pragmatics, vol. 21.

Marzuki. 2002. Metodologi Riset. Yogyakarta: BPFE-UII.

Matsumoto, Y. 1988. ‘Reexamination of the universality of face: Politeness

phenomena in Japanese’. Journal of Pragmatics, vol. 12.

Matsumoto, Y. 1989. ‘Politeness and Conversational Universals: Observations

from Japanese’. Multilingua, vol. 8.

Matsumoto, Y. 1996. Culture and Psychology. Pacific Grove, CA: Brooks/Cole.

Miles, M. B. and Huberman, A. M. 1992. Qualitative Data Analysis: A

Sourcebook for New Methods. Thousand Oaks, CA: Sage.

Miller, F. P., Vandome, A. F. And McBrewser, J. (eds) 2009. Cross-Cultural

Communication. Beau Bassin: Alphascript Publishing.

418

Mills, Sara. 2004. ‘Class, gender and politeness’, Multilingua 23(2):171-190.

Murphy, E. and Levy, C. 2006. The Culture Dimension in Foreign Language

Teaching. MA: Addison-Wesley.

Nadar, F. X. 2006. Penolakan Dalam Bahasa Inggris dan Bahasa Indonesia:

Kajian Tentang Realisasi Strategi Kesopanan Berbahasa. Yogyakarta:

Gadjah Mada University.

Nadar, F. X. 2009. Pragmatik dan Penelitian Pragmatik. Yogyakarta: Graha Ilmu.

Ngafenan, Muhammad. 1981. Kamus Pariwisata. Semarang: Dahara Prize.

Parker, Frank. 1986. Linguistics for Non-Linguists. London: Taylor and Francis, Ltd.

Patton, M. G. 1990. Qualitative Evaluation and Research Methods (2nd ed.). Newbury Park, CA: Sage.

Peccei, Jean Stilwell. Pragmatics. 1999. London: Routledge.

Philippot, J. R., Feldman, B. and Coats, R. P. 1999. Application of Nonverbal Behavioral Theories and Research. Hillsdale, NJ: Erlbaum.

Pike, K.L. 1967. Language in Relation to a Unified Theory of the Structure of Human Behavior, rev. edn. The Hague: Mouton.

Poedjosoedarmo, Soepomo. 1985. ‘Komponen Tutur’ in Dardjowidjojo, Soenjono (ed.) Perkembangan Linguistik di Indonesia. Jakarta: Penerbit Arcan.

Poedjosoedarmo, Soepomo. 2009. “Language Propriety in Javanese”, Journal Fenomena, Vol. VI No. 2, March – May 2009. Yogyakarta: Lembaga Penelitian, Sanata Dharma University.

Purnomo, Budi. 2006. Hotel. Surakarta: Muhammadiyah University Press.

Purnomo, Budi. 2009. Understanding Tourism Industry. Surakarta: Muhammadiyah University Press.

Rahardi, R. Kunjana.1999. Imperatif dalam Bahasa Indonesia: Kajian Pragmatik tentang Kesantunan. Yogyakarta: Gadjah Mada University.

Rahardi, R. Kunjana.2005. Pragmatik, Kesantunan Imperatif Bahasa Indonesia. Jakarta: Penerbit Erlangga.

Rauscher, L. and Greenfield, B. H. 2009. Advancements in contemporary physical therapy research: Use of mixed methods designs. Physical Therapy, 89 (1): 91-100.

Roberts, Celia et al. 2001. Language Learners as Ethnographers. London:

419

Cromwell Press Ltd.

Ruhi, S. 2006. Politeness in Compliment Responses: A Prospective from Naturally Occurring Exchanges in Turkish. Pragmatics, 16 (1): 43-101.

Samiati, M. Sri, Nurkamto, Joko, and Purnomo, Budi. 2008. Model Development for Improving English Speaking Skills for Tourism Industry Practitioners in Surakarta and Its Surroundings. Surakarta: Sebelas Maret University.

Samiati, M. Sri, Nurkamto, Joko and Purnomo, Budi. 2010. English for Tourism

Based on Local Needs. Surakarta: Sebelas Maret University Press.

Searle, John. 1979. Expression and Meaning: Studies in the Theory of Speech

Acts. Cambridge: Cambridge University Press.

Searle, John, Kiefer, Ferenc, and Bierwisch, Manfred (Eds). 1980. Speech Act

Theory and Pragmatics. Dordrecht, Holland: D. Reidel Publishing

Company.

Sifianou, M. 1992. Politeness Phenomena in England and Greece. Oxford:

Clarendon.

Soekadijo, R. G. 1997. Anatomi Pariwisata: Memahami Pariwisata sebagai

Systemic Linkage. Jakarta: PT Gramedia Pustaka Utama.

Spencer-Oatey, Helen. 2005. ‘(Im)politeness, face and perceptions of rapport:

Unpackaging their basis and interrelationships’. Journal of Politeness

Research 1 (2): 95-119.

Spencer-Oatey, Helen (Ed). 2008. Culturally Speaking: Culture, Communication

and Politeness Theory (2nd Edition). New York: Continuum International

Publishing Group.

Spradley, J. P. 1980. Participant Observation. New York: Holt, Rinchart and

Winston.

Stalnaker, Robert C. 1998. “Pragmatics” in Pragmatics: Critical Concepts (Ed.

Asa Kasher). London: Routledge.

Strauss, A. and Corbin, J. 1990. Basics of Qualitative Research: Grounded Theory

Procedures and Techniques. Newbury Park, CA: Sage.

Sutopo, H. B. 2002. Metode Penelitian Kualitatif: Dasar Teori dan Terapannya

dalam Penelitian. Surakarta: Sebelas Maret Univesity Press.

Tannen, D. 1981. ‘Indirectness in discourse: Ethnicity as conversational style’.

Discourse Processes, vol. 4.

420

Tarigan, Henry G. 1990. Pengajaran Pragmatik. Bandung: Penerbit Angkasa.

Tjokronegoro, A. 2000. Pendidikan Kepariwisataan Nasional. Jakarta: PT Pertja.

UNESCO. 2011. Convention for the Safeguarding of the Intangible Cultural

Heritage. http://www.budpar.go.id 12 March 2011.

Verhaar, J.W.M. 1996. Asas-Asas Linguistik Umum. Yogyakarta: Gadjah Mada

University Press.

Verschueren, Jef. 1999. Understanding Pragmatics. New York: Oxford University

Press Inc.

Verschueren, J., Ostman, J.-O.H., Blommaert, J. and Bulcaen, C. (eds). 2009.

Handbook of Pragmatics. Amsterdam: John Benjamins.

Watts, Richard. 2003. Politeness. Cambridge: Cambridge Unversity Press.

Watts, Richard, Ide, Sachiko and Ehlich, Konrad. 2005. Politeness in Language:

Studies in its History, Theory and Practice (2nd Edition). Berlin:Mouton de

Gruyter.

Wierzbicka, Anna. 1985. ‘Different cultures, different languages, different speech

acts’. Journal of Pragmatics, vol. 9.

Wierzbicka, Anna. 2003. Cross-Cultural Pragmatics: The Semantics of Human

Interaction. Berlin: Mouton de Gruyter.

Wijana, I Dewa Putu. 2004. Kartun: Studi Tentang Permainan Bahasa.

Yogyakarta: Penerbit Ombak.

Wijana, I Dewa Putu. 2004. Teori Kesantunan dan Humor. (Makalah Seminar

Nasional Semantik III: Pragmatik dan Makna Interaksi Sosial) Surakarta:

Program Pascasarjana Universitas Sebelas Maret.

Wolf, John U. and Poedjosoedarmo, Soepomo. 1982. Communicative Codes in

Central Java. New York: Cornell University Southeast Asia Program.

Yoeti, Oka A. 2000. Ilmu Pariwisata. Jakarta: PT Pertja.

Yule, George. 1996. Pragmatics. New York: Oxford University Press.

Zamzani, 2007. Kajian Sosiopragmatik. Yogyakarta: Cipta Pustaka.

Zhan, K. 1992. The Strategies of Politeness in the Chinese Language. Berkeley:

Institute of East Asian Studies.


421

QUESTIONNAIRE

POLITENESS IN TOURISM-SERVICE REGISTER IN CENTRAL JAVA: A SOCIOPRAGMATIC STUDY

Dear guests,

I welcome you to visit places of interest in Central Java, and hope that it will be an enjoyable and positively memorable experience

for you. As a visitor, you are served by tourism service providers from arriving to departing this area.

This research intends to measure the politeness levels of tourism-service register expressed by tourism service providers when

serving tourists based on your perception as a tourist. Your answers will be very beneficial for the efforts to improve hospitality industry

quality and to design a model of politeness in serving tourists in Central Java.

Please submit the questionnaire you have completed to the receptionist in Front Office Department and get a beautiful souvenir as a

token of appreciation. Your identity written in this questionnaire will be kept confidentially.

Thank you for your kind attention and participation.

Budi Purnomo

The researcher

422

I. IDENTITY

Fill out the blanks with the appropriate answers.

1. Name: _____________________________

2. Age: ______________________________

3. Country: ___________________________

4. Native tongue: _______________________

5. How many times have you visited Central Java (Surakarta City and its surroundings)? _________________________________

II. QUESTIONNAIRE ON POLITENESS IN TOURISM-SERVICE REGISTER

Directions: 1. Read the complete conversation in the left column, then the utterances to be analysed in the middle column. After

that choose the level of politeness based on your perception. If possible, state your reasons for each item analysed.

2. A polite utterance is an utterance which has the criteria: appropriate manner and appropriate explanation.

A normal utterance is an utterance which has the criteria: the tourist’s desire is fulfilled.

An impolite utterance is an utterance which has the criteria: the tourist feels unpleasant.

423

Data

1

Context: Conversation between a reservation

clerk (C) of a travel agent and a caller/tourist (T)

Utterances analyzed Level of politeness

T: Do you have any flights to Jakarta for tomorrow

morning?

C: One moment, please … Yes. There’s a flight at

seven thirty and one at eight thirty.

T: That’s fine.

C: Do you want economy, business or first class

ticket?


C: That would be four hundreds and fifty US

dollars.






C: Karl Kirch. How would you like to pay, Mr.

Kirch?


C: Yes, and please fax the transfer receipt to our fax

number zero two seven four seven two eight

four five one.

C: Could I have your name,

please?

C: Karl Kirch. How would

you like to pay, Mr.

Kirch?

Polite Normal Impolite

Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

_____________________________________

424

Data

2

Context: Conversation between a Reservation

Clerk (C) of a travel agent and a Tourist (T)


O: Good afternoon, Madam. What can I do for you?

T: Yesterday I booked a ticket for Solo-Jakarta for

this afternoon flight. Unfortunately, I will have a

sudden program in Solo. Can I delay the flight?

O: If you want to delay the flight, you should do it

two days before.

T: I can’t. So, if I cancel to fly this afternoon, can I

change the ticket with money?

O: It means that your ticket is expired.

O: If you want to delay the

flight, you should do it

two days before.

O: It means that your ticket

is expired.


Why?_____________________________

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

Data

3

Context: Conversation between a hotel

reservation clerk (C) and a caller (T) through

telephone


T: Hallo. Do you have a room?

C: All rooms are occupied.

T: Really? I just want a room.

C: All rooms have been booked by a group from

Jakarta.

T: Is there an available room in hotels near your

hotel?

C: I don’t know. Ask

yourself.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

425

C: I don’t know. Ask by yourself. __________________________________

Data

4

Context: Conversation between a tour guide (G)

and a tourist (T) in Adi Sumarmo International

Airport


G: Excuse me, Madam. Are you Mrs. Gisela

Tiedemann?


G: Welcome to Solo. I’m Wulan, your tour guide

from Nusantara Tours.


G: It’s nice to meet you too, Madam. Are you ready

to go to your hotel?

T: Yes.

G: Could you come this way, please? The car is just

over there.

G: Could you come this way,

please? The car is just

over there.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

5

Conversation between a tour guide (G) and a

tourist (T) from airport to hotel


G: Hello, everyone. My name is Kiky and the

driver’s name is Abim. On behalf of Natratour I’d

like to welcome you all to Solo. The bus ride to

your hotel will take about fifteen minutes. The

hotel is located in the center of the city and the

airport is in the western part just outside Solo.

Right now I’d like to take a minute to familiarize

you with some brief safety precautions. Firstly, I

recommend you to remain seated until we reach

our destination. Secondly, please realize that it is

against the law to get drunk in public. Enjoy your

G: Secondly, please realize

that it is against the law to

get drunk in public.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

426

vacation.

T: OK, no problem.

__________________________________

Data

6


and a tourist (T) from airport to hotel


G: I promise you are going to enjoy your stay here

in Solo. This is a beautiful, quiet city where you

can relax, enjoy great meals, and feel very safe.

You can walk into town and enjoy the cultural

city with its ancient and fascinating Kasunanan

and Mangkunegaran Palaces, traditional

handicraft, batik, and gamelans. Visit

Tawangmangu Resort, Sangiran excavation site,

and famous erotic temples of Sukuh and Cetho.

Solo also hosts one of the biggest water parks in

Central Java region, Pandawa Water World. You

can take a short bus or pedicab from your hotel

for Solo city tour.


G: I promise you are going

to enjoy your stay here in

Solo.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

7

Context: Conversation a receptionist (R) and a

walk-in guest (G) in a hotel



G: Hallo. I have poor eyesight. Can you fill in the

R: Can I have your name?


Why?_____________________________

427

registration form for me?


G: John Davis.

R: Mr. John Davis. Now, can you give me your

passport number?


R: Right. I am sorry, how are you going to pay? By

cheque? By credit card?


R: Very good Mr. Davis. Now, I’ve put you in Room

119, on the first floor.

G: OK.

R: Now, can you give me

your passport number?

R: I am sorry, how are you

going to pay? By

cheque? By credit card?

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

Data

8

Context: Conversation a receptionist (R) and a

guest (G) in a hotel. The receptionist is helping

the guest who will check out.





G: Kate Doolan

R: Mrs. Kate Doolan. Just a moment, please. (R

prepares the bill). This is your bill. The total



Why?_____________________________

__________________________________

__________________________________

__________________________________

428

amount is Rp 2,875,000 rupiahs. You want to

recheck it?

G: Yes. (G checks the bill). That’s right, thank you.

R: You want to recheck it?


Why?_____________________________

__________________________________

___________________________________

Data

9

Context: Conversation between a hotel telephone

operator (O) and a caller (C)


C: Hello. Can I speak to Mr. Cheng, Room 129,

please?

O: One moment please … I’m sorry, the number is

engaged. Would you like to hold?


O: I’m sorry, the number is

engaged. Would you like

to hold?


Why?_____________________________

__________________________________

__________________________________

__________________________________

Data

10

Context: Conversation between a hotel telephone

operator (O) and a caller (C)


C: Hello. Can you connect me to Mr. Suryono’s

room?

O: Wait a moment, please … There is no guest

with the name Mr. Suryono here.

C: What happens with this hotel? Mr. Suryono has

checked in fifteen minutes ago.

O: Oh, I’m sorry, Madam. I’ll try to connect you

O: There is no guest with the

name Mr. Suryono here.


Why?_____________________________

__________________________________

__________________________________

__________________________________

429

to receptionist. O: Oh, I’m sorry, Madam.

I’ll try to connect you to

receptionist.


Why?_____________________________

__________________________________

__________________________________

__________________________________

Data

11

Context: Conversation between a bellboy (B)

and a hotel guest (G) in a hotel lobby


G: Can you tell me the best way to get to Klewer

Market?

B: Well, it’s easy. If you’ll go there on foot, first,

go down this street until you find a T-junction.

Turn left and go east for about two hundred

meters until you see the big statue of Slamet

Riyadi Hero at Gladak crossroad. Then, turn

right at the crossroad and go south for about a

hundred meter until you see Alun-alun of

Kasunanan Palace. After that, cross the Alun-

alun, you will finally find the two-storey

building with a big gate on the right. That’s the

Klewer Market. Don’t miss it.

B: Well, it’s easy.

B: Don’t miss it.


Why?_____________________________

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

430

Data

12

Context: Conversation between a guest (G) and

a guest relation officer (O) in a hotel lobby


G: Excuse me, is there any particular art

performance or entertainment I can see in this

city?

O: Why don’t you watch wayang orang Sriwedari

in the evening? For city sightseeing, you can

visit Kasunanan Palace, Mangkunegaran

Palace, or Radya Pustaka Museum. And for

shopping, you can visit traditional markets,

like Klewer Market and Windujenar Antique

Market or modern shopping malls, like Solo

Grand Mall and Solo Square.

G: Well, I’d like to see the museum. How do I get

there?

O: Why don’t you go by becak? Make sure that

you negotiate the price before you go. You can

also go by public transport. There are lots of

buses passing by the museum. Just tell the

conductor your destination.

O: Why don’t you watch

wayang orang Sriwedari

in the evening?

O: Why don’t you go by

becak?


Why?_____________________________

_________________________________

_________________________________

_________________________________

_________________________________

_________________________________


Why?_____________________________

_________________________________

_________________________________

_________________________________

_________________________________

_________________________________

Data

13

Context: Conversation between a tour guide

(G) and a tourist (T) in a car in front of a hotel


G: Please be careful with your head when you

enter the car. We have to go by car, instead of

by bus today because the road is too steep for

G: We have to go by car,

instead of by bus today

because the road is too


Why?_____________________________

__________________________________

431

a bus.


G: No, it’s quite safe. Beside, we have an

experienced driver. And the scenery will be

worth seeing. Don’t worry. Just enjoy

yourself.

T: Okay. We’ll take your words. Let’s go.

steep for a bus.

G: No, it’s quite safe.

__________________________________

__________________________________


Why?_____________________________

Data

14


and a tourist (T) in a tourist bus in front of a

hotel before beginning a tour



T: Very good. This hotel is beautiful, and the bed is

comfortable.

G: Yes, …. yes it is. This is a nice hotel and is close

to the tourist interests. Okay, I'll tell you our

program this morning. Here is a map of the city.

Please look at your map.


G: Yes, …. yes it is. This is a

nice hotel and is close to

the tourist interests.


Why?_____________________________

__________________________________

__________________________________

__________________________________

_____________________________________

Data

15


and a tourists (T) at Tawangmangu Resort


G: It’s about a twenty minute trek down to the

Grojogan Sewu Waterfall through hundreds of

stairs.

T: It looks steep! These stair steps are safe, right?

G: I’m sure you can trek

down through these

stairs. Let’s try it.


Why?_____________________________

__________________________________

432

I’m scared … better to stay here.

G: Yes, you don’t have anything to worry about. We

do about 100 trips a day trek up and down the

stair steps, and these tours have been going on

for over ten years without any accidents. I’m

sure you can trek down through these stairs.

Let’s try it! Your tiresome will be paid by the

beauty of the waterfall.

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

16


and a tourist (T) at Tawangmangu Resort


G: Now, if you look up straight ahead, you should

be able to see a group of monkeys…. Does

anybody see the apes over there? On that

branch. See?


G: That’s a good question. Until now I haven’t had

any bad experience with them. Unless you

tease them, they don’t attack people. Most of

them are tame. Just like the ones we met at the

entrance.

G: Now, if you look up

straight ahead, you

should be able to see a

group of monkeys.

Does anybody see the

apes over there? On that

branch. See?

G: That’s a good question.


Why?_____________________________

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

433

G: Unless you tease them,

they don’t attack people.


Why?_____________________________

__________________________________

__________________________________

Data

17


and a tourist (T) at Tawangmangu Resort


T: Wow … What’s that pond down there, to the left

of the crowd of people?

G: I’m glad you ask. That’s a swimming pool. It’s

actually a man-made pond built as part of

recreational facilities over ten years ago.

During the school holidays there are lots of

students coming here for recreation and they

are swimming in the pool.

G: I’m glad you ask. Polite Normal Impolite

Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

_____________________________________

Data

18


and a tourist (T) at Sukuh Temple



G: Yes, yes … err … actually the highest hill is the

hill of Cedho Temple … which we can see in

G: Yes, yes … err …

actually the highest hill

is the hill of Cedho


Why?_____________________________

__________________________________

434

around an hour ride. But this is the highest hill

for recreational purposes like trekking and horse

riding.


Temple … which we can

see in around two hours

ride. But this is the

highest hill for

recreational purposes

like trekking and horse

riding.

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

19


and a tourist (T) on the way during their tour


G: If you have any questions while we’re going

along the tour, please don’t hesitate to ask.

T: I have a question actually.

G: Sure, what’s that?

T: Where’s the best place to have dinner around

here?

G: Well, that’s a good question. There are many

good restaurants around this place. My personal

favorite is Diamond Restaurant.

T: How do we get there?

G: I’ll show you when we pass it. It’s going to come

up on your left in a few minutes.

G: Well, that’s a tough

question.

G: I’ll put it out when we

pass it.


Why?_____________________________

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

_____________________________________

435

Data

20


and a tourist (T) traveling in a group before they

arrive at a restaurant


G: You know, around the restaurant, there are many

souvenir sellers who offer you aggressively. So,

if you are going to buy, better do it in a souvenir

shop or something like that. One more thing, if

you ask how much, that means that you are

interested to buy. They will force you to buy it,

and you must buy. So, be careful.


G: Yes, you see, the common people often have a

hard life to earn money. So they’ll do their best

to sell a high price to foreigners. … Here we are

… Ladies and gentlemen, serve yourself to have

lunch. The time for lunch is approximately one

hour. I’ll repeat, one hour for having lunch, OK?

G: You know, around the

restaurant, there are

many souvenir sellers

who offer you

aggressively.

G: Yes, you see, the

common people often

have a hard life to earn

money.

G: I’ll repeat, one hour for

having lunch, OK?


Why?_____________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

Data

21

Conversation between a waitress (W) and visitors

(V1, V2) in Janti Fishery Court


W: Good afternoon, Sir, Madam? Are you ready to

order? (W hands menu list to V1)

W: You are fried, Madam.

Are you fried too, Sir?


Why?_____________________________

436

V1: Do you have guramih fish?

W : Yes, we have, Madam.

V1: The faster is fried or roasted?

W: Fried, Madam. But the ingredient is more

absorbed and the tasted is more delicious if it is

roasted.

V1: I want it fried for the faster.

W: You are fried, Madam. Are you fried too, Sir?

V2: I am roasted.

W: All right, I’ll prepare them soon. And for the

drinks?

V1: Iced tea for me.

W: Are you iced tea too, Sir?

V2: I am cough.

W: Warm or hot drinks are also available here, Sir.

V2: Well, hot orange please.

W: (leaving them to go to the kitchen)

W: All right, I’ll prepare

them soon.

W: Warm or hot drinks are

also available here, Sir.

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

__________________________________

Data

22

Context: Conversation between a restaurant

waiter (W) and a guest (G)



G: Yes, please. To start with I’ll have vegetable

salad in peanut sauce, or what is the term?


W: Good afternoon,

Madam.


Why?_____________________________

__________________________________

437




W: It’s fried in butter, Madam, with roasted

almonds. Then there’s a squeeze of lemon juice.





G: No, thank you.

W: Gado-gado, trout almonds, and mango juice for

the drink. Is that correct?



W: It’s fried in butter,

Madam, with roasted

almonds.

W: And what for the drink,

Madam?

W: Gado-gado, trout

almonds, and mango

juice for the drink. Is

that correct?


Why?_____________________________

__________________________________


Why?_____________________________

__________________________________


Why?_____________________________

__________________________________


Why?_____________________________

__________________________________

Data

23


and a tourist (T) at Laweyan Batik Village


T: Excuse me, I’m interested to know about the

batik processing. Can you explain it to me,

please?

G: Sure. Let’s go to that room. (G and T go to the

processing room) This is the fabric that will be

G: Let’s go to that room.


Why?_____________________________

__________________________________

438

processed into batik material. First, it is colored

by painting the desired patterns.

T: Yes, ....

G: Second, this special copper batik wax is dipped

into melted wax, and stamped on the fabric.

T: I see … it’s hard work, isn’t it? … working near

the stove.

G: Yes, that’s because the application has to use

melted wax. Besides, the worker has to take

precaution to prevent the wax from dripping.

T: I never imagine the waxing process is quite

complicated.

G: Yes, that’s because the

application has to use

melted wax. Besides, the

worker has to take

precaution to prevent the

wax from dripping.

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

Data

24

Context: Conversation between a souvenir seller

(S) and a tourist (T) in Kauman Batik Village


S: What do you want, Madam?

T: I want to see batik.

S: Please … you want the soft or the ordinary?

T: The ordinary, please.

S: (S hands the batik sample to T). Please choose by

yourself. There are many choices.

T: How much for this?

S: For opening … seventy five thousands rupiahs.

T: How about forty thousands?

S: Mmm no … it’s under the buying price.

S: For opening … seventi

five thousands rupiahs.

S: Mmm no … it’s under the

buying price.


Why?_____________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

439

T: How about forty five thousands?

S: Well, fifty thousands as the buying price.

S: Well, fifty thousands as

the buying price.


Why?____________________________

Data

25


(S) and tourists (T1, T2) in Windujenar Antique

Market


T1: Excuse me, how much are you asking for that

wooden mask?

S : That? The price is $ 50

T2: What? For that? I’ve seen better ones for a lot

less.


T1: It is nice, but it’s very expensive. How about $

10?



S : Hmm … Well … O.K. $ 25. That’s the lowest

I’ll go.


S : O.K. Listen, take good care of it. You got a

really good bargain there.

T1: Yeah. We think we did to. See you again some

time.


S: Maybe, but this is a very

special model.

S: Listen, take good care of

it. You got a really good

bargain there.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

440

Data

26


(S) and tourists () in Windujenar Antique Market


T: How much is this key handle?

S: Five thousands rupiahs, Madam.

T: If I buy many pieces, can you reduce the price?

S: Mmm … that’s already cheap, Madam. How

many pieces you want to buy?

T: Fifty pieces. Is there one or two pieces for bonus?

S: For you I’ll give more. One piece bonus for each

ten pieces you buy. So, I give you five pieces

bonus.

S: For you I’ll give more.

One piece bonus for each

ten pieces you buy. So, I

give you five pieces

bonus.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

27


and a tourist (T) in Sukuh Temple


G: Now we enter the front yard of Sukuh Temple.

This temple is a kind of Hindu temple and a

heritage of Majapahit Kingdom. There are

symbols of yoni and lingga in front of the gate.

T: What do the symbols mean, Sir? Why the shapes

are erotic?

G: Yoni is the symbol of Mr. P, the man’s belongings,

and lingga is the symbol of Mrs. V, the woman’s

belongings.

T: (Laughs). They look like pornography, aren’t they?

G: Yoni is the symbol of Mr.

P, the man’s belongings,

and lingga is the symbol

of Mrs. V, the woman’s

belongings.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

441

Data

28


and a tourist (T) in Kasunanan Palace


G: Good afternoon Sir, Madam. Now we enter the

museum of Kasunanan Surakarta Palace. This

museum stores heritages since Majapahit

Kingdom era to Surakarta Hadiningrat Kingdom

era.

T: When was this museum built, Sir?

G: It’s built in the reign of King Pakubuwono XII.

… Look, in front of you is Rajamala, the head

of a boat which sailed from Surakarta to Madura

through Bengawan Solo River.

G: Why are there many offerings in front of it, Sir?

T: Yes, the offerings are for giving meals.

T: Yes, the offerings are for

giving meals.


Why?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

29


and a tourist (T) on a boat sailing to floating

restaurant of Gajah Mungkur Dam


T: Can you escort me to the restaurant in the middle

of this dam, Sir?

G: Yes, yes. Come on, Sir.

T: Is it far from here?

G: No, it’s just smoking a

piece of cigaree.


Why?_____________________________

__________________________________

442

G: No, it’s just smoking a piece of cigarette. __________________________________

Data

30

Context: Conversation between a ticket officer

(O) and a visitor (V) in Pendawa Water World


V: How much is for three persons?

O: Two hundreds and twenty five thousands rupiahs,

that’s seventy five thousands per person.

V: This is the money. (V hands Rp 300,000 to O)

O: Give me the exact amount money. It’s early

morning, I have no balance.

O: Give me the exact

amount money. It’s early

morning, I have no

balance.


Why?_____________________________

__________________________________

__________________________________

__________________________________

443

KUESIONER

KESANTUNAN DALAM REGISTER LAYANAN WISATA DI JAWA TENGAH: KAJIAN SOSIOPRAGMATIK

Para tamu yang terhormat,

Kami ucapkan selamat datang untuk mengunjungi objek-objek wisata di Jawa Tengah, dan berharap kunjungan kali ini akan

memberikan kenangan yang indah dan menyenangkan bagi Anda. Sebagai wisatawan, Anda dilayani oleh penyedia layanan wisata

mulai dari saat kedatangan sampai keberangkatan.

Penelitian ini bertujuan untuk mengukur tingkat kesantunan register layanan wisata yang dituturkan oleh penyedia layanan wisata

dalam melayani wisatawan berdasarkan persepsi Anda sebagai wisatawan. Jawaban Anda akan sangat berguna bagi upaya

meningkatkan kualitas layanan wisata dan mendesain model kesantunan dalam melayani wisatawan di Jawa Tengah.

Kuesioner yang telah Anda jawab dengan lengkap mohon diserahkan kepada resepsionis di Kantor Depan dan selanjutnya

resepsionis akan memberikan sebuah cinderamata cantik sebagai penghargaan. Data identitas yang telah Anda isikan dalam kuesioner

ini akan kami jamin kerahasiaannya.

Terima kasih atas perhatian dan kerja sama Anda.

Budi Purnomo

Peneliti

444

I. IDENTITAS

Isilah identitas diri Anda sesuai dengan kenyataan yang ada.

1. Nama: _____________________________

2. Umur: ______________________________

3. Daerah asal: ___________________________

4. Bahasa ibu: _______________________

5. Sudah berapa kali mengunjungi Jawa Tengah (Kota Surakarta dan sekitarnya)? _______________________

II. KUESIONER TENTANG KESANTUNAN DALAM REGISTER LAYANAN WISATA

Petunjuk: 1. Bacalah dengan seksama percakapan di dalam kolom sebelah kiri, selanjutnya bacalah tuturan yang dianalisis di

dalam kolom tengah. Setelah itu, pilihlah peringkat kesantunan dengan cara mencontreng pilihan yang ada dan

jika memungkinkan berilah alasan atas pilihan Anda.

2. Tuturan Santun adalah tuturan yang memiliki kriteria: diungkapkan dengan cara dan penjelasan yang memadai.

Tuturan Biasa adalah tuturan yang memiliki kriteria: keinginan wisatawan terpenuhi.

Tuturan Tidak Santun adalah tuturan yang memiliki kriteria: wisatawan merasa tidak nyaman.

445

Data

1

Konteks: Percakapan antara seorang petugas

reservasi (P) sebuah agen perjalanan wisata dan

seorang penelpon/wisatawan (W)

Tuturan yang dianalisis Peringkat kesantunan

W: Masih ada penerbangan ke Jakarta untuk besok

pagi?

P: Tunggu sebentar … Ya. Ada untuk penerbangan

pukul setengah delapan dan juga setengah

sembilan.

W: Bagus.

P: Bapak menginginkan tiket kelas ekonomi, bisnis,

atau kelas satu?

W: Ekonomi saja. Berapa harganya?

P: Empat ratus lima puluh ribu rupiah.

W: Oke. Bisa langsung pesan?

P: Tentu saja. Penerbangan pukul berapa yang

Bapak inginkan?

W: Setengah sembilan.

P: Bisa minta nama Bapak?

W: Karl Kirch. Ejaannya K-A-R-L dan K-I-R-C-H.

P: Karl Kirch. Pembayarannya bagaimana, Pak?

W: Bisa saya bayar dengan transfer bank?

P: Bisa, dan tolong bukti transfer Bapak kirim ke

nomor faks kosong dua tujuh empat tujuh dua

delapan empat lima satu.

P: Bisa minta nama Bapak?

P: Karl Kirch.

Pembayarannya

bagaimana, Pak?

Santun Biasa Tidak santun

Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

446

__________________________________

Data

2

Konteks: Percakapan antara seorang Petugas

Pemesanan Tiket (P) sebuah agen perjalanan

wisata dan seorang Wisatawan (W)


P: Selamat siang, Bu. Ada yang bisa saya bantu?

W: Gini, mbak saya kemarin kan sudah pesan

tiket Solo-Jakarta untuk sore nanti. Tapi

berhubung ada acara mendadak di Solo, apa

bisa saya tunda penerbangannya?

P: Wah, kalau untuk mengundur seharusnya dua

hari sebelumnya.

W: Waduh sudah kebacut itu, mbak. Terus

bagaimana nih karena saya nggak jadi

terbang nanti sore, apa masih bisa ditukar

uang?

P: Ya berarti tiket Ibu hangus.

P: Wah, kalau untuk

mengundur seharusnya

dua hari sebelumnya.

P: Ya berarti tiket Ibu

hangus.


Mengapa?_____________________________

__________________________________

__________________________________

__________________________________

__________________________________


Mengapa?_____________________________

__________________________________

__________________________________

__________________________________

447

Data

3

Konteks: Percakapan antara petugas pemesanan

kamar hotel (P) dan penelpon/tamu (T) melalui

telepon


T: Halo. Masih ada kamar kosong, Mbak?

P: Wah sudah penuh semua itu, pak.

T: Masak satu pun nggak ada yang kosong?

P: Ya kebetulan semua kamar sudah dibooking tamu

rombongan dari Jakarta.

T: Hotel lain dekat-dekat situ masih punya kamar

kosong nggak ya?

P: Wah, ndak tahu ya pak. Bapak tanya aja sendiri.

C: Wah, ndak tahu ya pak.

Bapak tanya aja sendiri.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data

4

Konteks: Percakapan antara Pemandu Wisata

(P) dan Wisatawan (W) di Bandara

Internasional Adi Sumarmo


P: Maaf, Bu. Apakah Anda Ibu Gisela Tiedemann?

W: Ya, benar.

W: Selamat datang di Solo. Saya Wulan, pemandu

wisata Ibu dari Nusantara Tours.

W: Oh, bagus. Senang bertemu dengan Anda.

P: Senang bertemu Anda juga, Ibu. Apa sudah siap

P: Ibu bisa lewat sini?

Mobilnya ada di sana.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

448

berangkat menuju hotel?

W: Ya.

P: Ibu bisa lewat sini? Mobilnya ada di sana.

Data

5


(P) dan Wisatawan (W) dari bandara menuju

hotel


P: Hallo Bapak Ibu sekalian. Nama saya Kiky dan

nama sopir kita Abim. Atas nama Natratour saya

ucapkan selamat datang di Solo. Bis ini sedang

melaju menuju hotel Anda selama sekitar lima

belas menit. Hotel yang dituju terletak di pusat

kota dan bandara yang barusan Bapak Ibu

tinggalkan berada di sebelah barat, di luar Kota

Solo. Sekarang saya akan minta waktu untuk

menjelaskan secara singkat beberapa tindakan

pencegahan untuk keselamatan. Yang pertama,

saya menyarankan Anda untuk tetap duduk

sampai kita tiba di tempat tujuan. Yang kedua,

tolong dimengerti bahwa mabuk-mabukan di

depan umum adalah tindakan melawan hukum.

Selamat menikmati liburan Anda.

G: Yang kedua, tolong

dimengerti bahwa

mabuk-mabukan di depan

umum adalah tindakan

melawan hukum.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

449

W: Oke, baiklah.

Data

6


(P) dan Wisatawan (W) dari bandara menuju

hotel


P: Saya jamin Bapak Ibu akan senang selama

tinggal di Kota Solo. Kota Solo adalah kota yang

indah dan tenang sehingga Bapak Ibu dapat

rileks, menikmati aneka makanan lezat, dan

merasa aman. Bapak Ibu dapat berjalan-jalan ke

kota dan menikmati kota budaya yang memiliki

Keraton Kasunanan dan Mangkunegaran yang

telah berusia ratusan tahun dan mempesona. Ada

juga kerajinan tradisional, batik, dan gamelan.

Bapak Ibu juga dapat mengunjungi

Tawangmangu Resor, Museum Prasejarah

Sangiran, dan Candi Sukuh dan Cetho yang

terkenal erotis. Kota Solo juga memiliki Pandawa

Water World, salah satu taman air terbesar di

Jawa Tengah. Jika Bapak Ibu ingin berwisata

P: Saya jamin Bapak Ibu

akan senang selama

tinggal di Kota Solo.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

450

keliling Kota Solo, Bapak Ibu dapat nak bis atau

becak dari hotel tempat Bapak Ibu menginap.

W: Ide yang bagus.

Data

7

Konteks: Percakapan antara Resepsionis (R)

sebuah hotel dan seorang Tamu (T) saat proses

check-in


R: Selamat malam, Pak. Ada yang bisa saya

bantu?

T: Hallo. Penglihatan saya kurang jelas. Bisa

tolong isikan blanko registrasi?

R: Ya, tentu saja Pak. Bisa minta nama Bapak?

T: John Davis.

R: Bapak John Davis. Lalu, nomor paspor Bapak?

T: Nomornya kosong sembilan dua kosong empat

tujuh delapan.

R: Baik. Maaf, bagaimana cara pembayarannya?

Dengan cek? Dengan kartu kredit?

T: Emm … dengan kartu kredit … Visa.

R: Baiklah Pak Davis. Bapak saya kasih kamar

nomor 119, di lantai satu.

R: Bisa minta nama Bapak?

R: Lalu, nomor paspor

Bapak?

R: Maaf, bagaimana cara

pembayarannya? Dengan

cek? Dengan kartu


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

451

T: Oke. kredit?

__________________________________

__________________________________

__________________________________

Data

8

Konteks: Percakapan antara Resepsionis (R)

sebuah hotel dan Tamu (T) saat proses check-out


R: Selamat pagi, Ibu. Ada yang bisa dibantu?

G: Ya, saya akan membayar tagihan saya.

R: Siapa nama Anda?

G: Kate Doolan

R: Ibu Kate Doolan. Mohon tunggu sebentar. (R

menyiapkan tagihannya). Ini tagihan Anda.

Jumlah seluruhnya Rp 2.875.000 rupiah. Anda

ingin mengecek ulang?

G: Ya. (G mengecek tagihannya). Sudah benar,

terima kasih.

R: Siapa nama Anda?

R: Anda ingin mengecek

ulang?


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data Konteks: Percakapan antara Operator Telepon Tuturan yang dianalisis Peringkat kesantunan

452

9 (O) sebuah hotel dan Penelpon (P)

P: Hallo. Bisa bicara dengan Pak Cheng di kamar

129?

O: Mohon tunggu sebentar … Maaf masih sibuk

telponnya. Apa Bapak mau menunggu?

P: Tidak. Baiklah, nanti saya telpon lagi.

O: Maaf masih sibuk

telponnya. Apa Bapak

mau menunggu?


Mengapa?__________________________

__________________________________

__________________________________

_____________________________________

Data

10

Konteks: Percakapan antara Operator Telepon

(O) sebuah hotel dan Penelpon (P)


P: Hallo. Bisa disambungkan ke kamar Pak

Suryono?

O: Mohon ditunggu sebentar … Kok di sini tidak

ada tamu yang menginap atas nama Bapak

Suryono ya?

P: Lho gimana sih hotel ini. Pak Suryono sudah

check in seperempat jam yang lalu.

O: Oh maaf, Bu. Kalau begitu coba saya

sambungkan ke resepsionis.

O: Kok di sini tidak ada

tamu yang menginap atas

nama Bapak Suryono

ya?

O: Oh maaf, Bu. Kalau

begitu coba saya

sambungkan ke

resepsionis.


Mengapa?__________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

453

Data

11

Konteks: Percakapan antara Petugas

Pengantar Barang Tamu (P) dan Tamu (T) di

ruang lobi hotel


T: Bisa tolong jelaskan jalan yang paling mudah

untuk sampai Pasar Klewer?

P: Baik, mudah saja. Jika Ibu jalan kaki, ikuti jalan

ini sampai ketemu pertigaan. Setelah itu belok

kiri dan jalan ke timur sekitar dua ratus meter

sampai kelihatan patung besar Pahlawan Slamet

Riyadi di perempatan Gladak. Kemudian, belok

kanan dari perempatan itu dan terus ke selatan

sekitar seratus meter sampai terlihat Alun-alun

Keraton Kasunanan. Lalu, lewati Alun-alun itu

dan Ibu akan menjumpai bangunan bertingkat

dua dengan pintu gerbang besar. Itulah Pasar

Klewer. Jangan sampai kesasar.

B: Baik, mudah saja.

B: Jangan sampai kesasar.


Mengapa?_________________________

__________________________________

__________________________________

__________________________________

_____________________________________


Mengapa?_________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

12

Konteks: Percakapan antara Petugas Bagian

Informasi (P) dan Tamu (T) di ruang lobi hotel


T: Maaf, apa ada pertunjukan kesenian atau

hiburan yang bisa ditonton di kota ini?

P: Mengapa tidak menonton wayang orang

O: Mengapa tidak

menonton wayang

orang Sriwedari di


Mengapa?_________________________

454

Sriwedari di malam hari? Kalau mau tamasya,

Bapak dapat mengunjungi Keraton Kasunanan,

Mangkunegaran, atau Museum Radya Pustaka.

Dan untuk berbelanja, Bapak dapat

mengunjungi pasar-pasar tradisional, seperti

Pasar Klewer dan Pasar Antik Windujenar.

Pusat belanja modern juga ada, seperti Solo

Grand Mall dan Solo Square.

T: Baiklah, saya akan mengunjungi museum.

Bagaimana caranya sampai ke sana?

P: Mengapa tidak naik becak saja? Jangan lupa

Bapak menawar tarifnya sebelum berangkat.

Bapak juga dapat naik angkutan umum.

Banyak bis yang melewati museum. Bapak

tinggal bilang turun di museum Radya Pustaka

sama kondekturnya.

malam hari?

O: Mengapa tidak naik

becak saja?

_________________________________

_________________________________

_________________________________

_________________________________


Mengapa?_________________________

_________________________________

_________________________________

_________________________________

_________________________________

_________________________________

_________________________________

Data

13


(P) dan Wisatawan (W) di dalam sebuah mobil

di depan sebuah hotel


P: Hati-hati dengan kepala Bapak Ibu saat

memasuki mobil. Kita harus pergi dengan

P: Kita harus pergi dengan

mobil, bukannya bis


Mengapa?__________________________

455

mobil, bukannya bis karena jalannya terlalu

curam jika kita menggunakan bis.

W: Apakah tidak berbahaya?

P: Tidak, cukup aman. Di samping itu, kita

bersama sopir yang berpengalaman. Dan

pemandangan yang akan kita saksikan sangat

indah. Jadi jangan khawatir. Nikmati saja

perjalanan Bapak Ibu.

W: Baiklah. Kami percaya pada Anda. Kita

berangkat sekarang.

karena jalannya terlalu

curam jika kita

menggunakan bis.

P: Tidak, cukup aman.

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data

14


(P) dan Wisatawan (W) di dalam sebuah bis

wisata di depan sebuah hotel sebelum memulai

perjalanan wisata


P: Apa kabar Bapak Ibu pagi ini?

W: Sangat baik. Hotel ini sangat indah, dan kamar

tidurnya nyaman.

P: Ya, …. ya begitu lah. Hotel ini memang indah

dan dekat dengan objek-objek wisata. Baiklah,

P: Ya, …. ya begitu lah.

Hotel ini memang indah

dan dekat dengan objek-

objek wisata.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

456

akan saya jelaskan program kita hari ini. Ini peta

kotanya. Silakan lihat peta Bapak Ibu masing-

masing.

W: Baiklah, ke mana kita akan pergi hari ini?

__________________________________

__________________________________

Data

15


(P) dan Wisatawan (W) di objek wisata

Tawangmangu Resor


P: Diperlukan waktu sekitar dua puluh menit untuk

sampai Air Terjun Grojogan Sewu dengan

menuruni ratusan tangga ini.

W: Kelihatannya curam banget! Tangga-tangga ini

aman, kan? Aku takut … mendingan nunggu di

sini aja.

P: Ya, tidak ada yang perlu Anda khawatirkan.

Kami biasa menaiki dan menuruni tangga ini

sekitar 100 kali per hari, dan wisata seperti ini

telah berlangsung lebih dai sepuluh tahun tanpa

pernah terjadi kecelakaan. Saya yakin Anda

mampu menuruni tangga ini. Mari kita coba!

Kelelahan Anda akan terbayar oleh indahnya air

terjun.

P: Saya yakin Anda mampu

menuruni tangga ini.

Mari kita coba!


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

457

Data

16



Tawangmangu Resor


P: Sekarang, jika Bapak Ibu lihat lurus di depan

sana, akan terlihat sekawanan kera....Apa

Bapak Ibu dapat milhat kera-kera itu? Di atas

batang pohon. Kelihatan?

W: Kera-kera itu liar atau jinak?

P: Pertanyaan yang bagus. Until now I haven’t had

any bad experience with them. Jika Bapak Ibu

tidak mengusik mereka, mereka tidak akan

menyerang pengunjung. Hampir semuanya

jinak. Seperti kera-kera yang kita jumpai di

pintu masuk tadi.

P: Sekarang, jika Bapak

Ibu lihat lurus di depan

sana, akan terlihat

sekawanan kera. Apa

Bapak Ibu dapat milhat

kera-kera itu? Di atas

batang pohon.

Kelihatan?

P: Pertanyaan yang bagus.

P: Jika Bapak Ibu tidak

mengusik mereka,

mereka tidak akan


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

458

menyerang pengunjung. __________________________________

__________________________________

Data

17



Tawangmangu Resor


W: Hei ... kolam apa di bawah sana, di sebelah kiri

kerumunan orang?

P: Saya senang Anda bertanya. Itu kolam renang.

Kolam renang buatan yang dibuat lebih dari

sepuluh tahun lalu sebagai salah satu sarana

rekreasi. Selama liburan sekolah banyak pelajar

datang ke sini untuk berwisata dan berenang di

kolah itu.

P: Saya senang Anda

bertanya.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data

18


(P) dan Wisatawan (W) di objek wisata Candi

Sukuh


W: Bukit ini yang tertinggi di kawasan ini, kan? P: Ya, ya … ehh … Santun Biasa Tidak santun

459

P: Ya, ya … ehh … sebenarnya yang tertinggi

adalah bukit Candi Cetho … yang dapat kita

lihat sekitar satu jam perjalanan. Tetapi bukit ini

yang tertinggi untuk kegiatan rekreasi dengan

berjalan kaki atau menunggang kuda.

W: Anda bisa menemani kami ke Candi Cetho?

sebenarnya yang

tertinggi adalah bukit

Candi Cetho … yang

dapat kita lihat sekitar

satu jam perjalanan.

Tetapi bukit ini yang

tertinggi untuk kegiatan

rekreasi dengan berjalan

kaki atau menunggang

kuda.

Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

Data

19


(P) dan Wisatawan (W) di sepanjang perjalanan

wisata


P: Jika Bapak Ibu memiliki pertanyaan sepanjang

perjalanan wisata kita, mohon tidak segan-segan

untuk bertanya.

W: Sebenarnya saya punya pertanyaan.

P: Ya, apa itu?

W: Di mana tempat yang paling baik untuk makan

malam di sekitar sini?

P: Baiklah, itu pertanyaan yang bagus. Banyak

P: Baiklah, itu pertanyaan

yang bagus.

P: Akan saya tunjukkan saat


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


460

restoran yang baik di sekitar sini. Kesukaan

saya adalah Restoran Diamond.

W: Bagaimana untuk bisa ke sana?

P: Akan saya tunjukkan saat kita melewatinya.

Beberapa menit lagi sudah dekat, restoran itu di

sebelah kiri jalan.

kita melewatinya. Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data

20


(P) dan Wisatawan (W) sebelum memasuki

sebuah restoran


P: Perlu Bapak Ibu ketahui, banyak penjual cindera

mata di sekitar restoran yang menawarkan

dagangannya secara agresif. Jadi, jika Bapak

Ibu ingin membeli cindera mata, lebih baik di

toko cindera mata atau sejenisnya. Satu hal lagi,

jika Bapak Ibu bertanya berapa harganya,

artinya Bapak Ibu tertarik untuk membeli.

Mereka akan memaksa Bapak Ibu untuk

membelinya, dan Bapak Ibu harus membelinya.

Jadi, berhati-hatilah.

W: Saya mengerti. Terima kasih informasinya.

P: Ya, Bapak Ibu ketahui, orang biasa seringkali

P: Perlu Bapak Ibu ketahui,

banyak penjual cindera

mata di sekitar restoran

yang menawarkan

dagangannya secara

agresif.

P: Ya, Bapak Ibu ketahui,

orang biasa seringkali

hidup dalam kondisi

sulit mendapatkan uang.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

461

hidup dalam kondisi sulit mendapatkan uang.

Oleh sebab itu mereka akan berusaha keras

untuk menjual dengan harga tinggi kepada

orang asing. … Ini dia restorannya … Bapak

Ibu, Ladies and gentlemen, makan siang di sini

sistemnya prasmanan. Waktu yang disediakan

kurang lebih satu jam. Saya ulang lagi, satu jam

untuk makan siang, oke?

P: Saya ulang lagi, satu jam

untuk makan siang, oke?

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data

21

Konteks: Percakapan antara Pramusaji (P)

sebuah restoran dan Tamu (T1, T2) di objek

wisata Arena Pemancingan Janti


P: Selamat siang, Pak Bu? Mangga mau pesan apa?

(W memberikan daftar menu kepada T1)

T1: Ikan guramih ada?

P : Ada, Bu.

T1: Yang cepat digoreng apa dibakar?

P: Digoreng, Bu. Tapi kalau dibakar bumbunya

lebih meresap dan terasa lebih gurih.

T1: Saya digoreng aja biar cepat.

P: Ibu digoreng. Bapak digoreng juga?

T2: Saya dibakar aja.

P: Ibu digoreng. Bapak

digoreng juga?

P: Baik, segera kami

siapkan.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

462

P: Baik, segera kami siapkan. Maaf untuk

minumnya mau pesan apa?

T1: Saya es teh.

P: Bapak es teh juga?

T2: Saya lagi batuk.

P: Minuman panas atau hangat juga ada di sini,

Pak.

T2: Ya, jeruk panas saja.

P: (Meninggalkan mereka menuju dapur)

P: Minuman panas atau

hangat juga ada di sini,

Pak.

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data

22

Konteks: Percakapan antara Pramusaji (P)

sebuah restoran dan Tamu (T)


P: Selamat siang, Bu. Sudah siap pesan makanan?

T: Ya. Untuk makanan pembuka saya pilih selada

sayuran dengan bumbu kacang, atau apa

namanya?

P: Gado-gado, Bu.

T: Ya, saya ingat, gado-gado.

P: Dan makanan selanjutnya?

T: Coba jelaskan, apa itu ikan dengan almond

masak?

P: Selamat siang, Bu.

P: Gado-gado, Bu.


Mengapa?__________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

463

P: Ikan yang digoreng dalam mentega, Bu, dengan

almond yang dipanggang. Lalu ada perasan sari

buah jeruk.

T: Kedengarannya lezat. Saya pesan satu.

P: Untuk minumnya apa, Bu?

T: Saya ingin jus mangga.

P: Masih ada lagi?

T: Tidak, terima kasih.

P: Gado-gado, ikang dengan almond, dan

minumnya jus mangga. Betul?

T: Ya. Betul.

P: Ikan yang digoreng dalam

mentega, Bu, dengan

almond yang dipanggang.

P: Untuk minumnya apa,

Bu?

P: Gado-gado, ikan dengan

almond, dan minumnya

jus mangga. Betul?

__________________________________


Mengapa?__________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

464

Data

23


(P) dan Wisatawan (W) di Kampung Batik

Laweyan


W: Maaf, saya tertarik untuk mengetahui

pembuatan batik. Bisa tolong jelaskan pada

saya?

P: Tentu saja. Mari kita pergi ke ruangan itu. (P dan

W menuju ruang pemrosesan) Ini adalah kain

tenun yang akan diperoses menjadi kain batik.

Tahap pertama, kain tenun diberi warna dengan

melukis pola-pola yang diinginkan.

W: Ya, ....

P: Kedua, malam batik tembaga khusus ini

dicelupkan ke dalam malam yang mencair, dan

dilukiskan di atas kain tenun.

W: Oh begitu … pekerjaan yang sulit, ya? …

bekerja di dekat tungku.

P: Ya, karena membatiknya harus menggunakan

malam yang mencair. Di samping itu,

pembatiknya harus mencegah agar malamnya

tidak menetes.

W: Tak pernah kubayangkan proses membatiknya

P: Mari kita pergi ke

ruangan itu.

P: Ya, karena membatiknya

harus menggunakan lilin

yang dicairkan. Di

samping itu,

pembatiknya harus

mencegah agar lilinnya


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

465

begitu rumit. tidak menetes.

Data

24

Konteks: Percakapan antara Penjual cindera

mata (P) dan Wisatawan (W) di Kampung Batik

Kauman


P: Ngersake nopo, Den?

W: Mau lihat-lihat batik.

P: Mangga …. mau yang halus atau yang biasa?

W: Yang biasa aja, Bu.

P: (P memberikan contoh batik pada W). Mangga

silakan pilih. Nanti pilihan warnanya banyak.

W: Kalau yang ini berapa?

P: Itu untuk bukaan dhasar ya… tujuh puluh lima

ribu saja.

W: Kalau empat puluh ribu gimana?

P: Wah belum ikut. Kulakannya aja belum boleh.

W: Kalau empat puluh lima bagaimana, Bu?

P: Ya sudah lima puluh ribu seperti harga bakul.

S: Itu untuk bukaan dhasar

ya… tujuh puluh lima

ribu saja.

S: Wah belum ikut.

Kulakannya aja belum

boleh.

S: Ya sudah lima puluh ribu


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


466

seperti harga bakul.

Mengapa?__________________________

__________________________________

__________________________________

Data

25


mata (P) dan Wisatawan (W1,W2) di Pasar

Antik Windujenar


W1: Maaf, berapa harga topeng kayu itu?

P : Itu? Harganya 500 ribu rupiah.

W2: Apa? Untuk barang seperti itu? Saya pernah

melihat yang lebih baik dan harganya jauh

lebih murah.

P : Mungkin saja, tetapi yang ini modelnya sangat

spesial.

W1: Modelnya bagus, tapi sangat mahal.

Bagaimana kalau 100 ribu?

P : Tiga ratus ribu boleh Bapak ambil.

W2: Dua ratus lima puluh ribu saya mau.

P : Hmm … Baiklah ... dua ratus lima puluh ribu.

Itu harga termurah yang saya berikan.

W1: Setuju. Ini uangnya … 250 ribu.

P : Oke. Dengar, jaga baik-baik barang itu. Anda

benar-benar dapat harga yang sangat murah.

P : Mungkin saja, tetapi

yang ini modelnya

sangat spesial.

P : Dengar, jaga baik-baik

barang itu. Anda

benar-benar dapat

harga yang sangat

murah.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

467

W1: Ya. Kami kira begitu. Sampai ketemu lagi.

P : Ya. Mampir lagi lain kali.

Data

26


mata (P) dan Wisatawan (W) di Pasar Antik

Windujenar


W: Gantungan kunci ini satunya berapa, Mas?

P: Lima ribu, Bu.

W: Kalau saya beli banyak bisa kurang harganya?

P: Wah itu sudah murah, Bu. Mau beli berapa biji?

W: Lima puluh. Ada bonusnya satu dua biji?

P: Untuk ibu saya kasih lebih. Tiap pembelian

sepuluh bonusnya satu biji. Jadi untuk ibu

bonusnya lima biji.

S: Untuk ibu saya kasih

lebih. Tiap pembelian

sepuluh bonusnya satu

biji. Jadi untuk ibu

bonusnya lima biji.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

__________________________________

_____________________________________

Data

27


(P) dan Wisatawan di objek wisata Candi Sukuh


P: Sekarang kita memasuki pelataran Candi Sukuh.

Candi ini termasuk jenis candi Hindu

peninggalan Kerajaan Majapahit. Di bawah ini

simbol yoni dan lingga.

W: Simbol itu maksudnya, Pak? Kok bentuknya

G: Yoni itu simbol Mr. P,

kepunyaan laki-laki,

sedangkan lingga itu

simbol Mrs. V,

kepunyaan perempuan.


Mengapa?__________________________

__________________________________

__________________________________

468

erotis gitu?

P: Yoni itu simbol Mr. P, kepunyaan laki-laki,

sedangkan lingga itu simbol Mrs. V, kepunyaan

perempuan.

W: (Wisatawan tertawa). Kesannya porno ya, Pak?

__________________________________

Data

28


(P) dan Wisatawan (W) di objek wisata Keraton

Kasunanan


P: Sugeng siang, Bapak Ibu. Kita sekarang

memasuki Museum Kraton Kasunanan

Surakarta. Ini adalah barang-barang peninggalan

sejak jaman Majapahit sampai Surakarta

Hadiningrat.

W: Museum ini dibangun tahun berapa, Pak?

P: Dibangun kala pemerintahan PB XII. ... Yang di

depan Bapak Ibu ini namanya Rajamala,

dulunya berfungsi sebagai kepala perahu untuk

berlayar menyusuri Bengawan Solo menuju

Madura.

W: Kok banyak sesajian di depannya, Pak?

P: Ya, sesajian itu untuk caos dhahar.

T: Ya, sesajian itu untuk

caos dhahar.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

469

Data

29


(P) dan Wisatawan (W) di atas sebuah perahu

wisata menuju restoran terapung di objek wisata

Waduk Gajah Mungkur


W: Pak, bisa diantar ke restoran di tengah waduk?

P: Bisa, bisa, mangga Pak.

W: Masih jauh Pak jaraknya dari sini?

P: Ndak, ya paling saududan.

G: Ndak, ya paling

saududan.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

Data

30

Konteks: Percakapan antara Petugas penjualan

karcis masuk (P) dan Wisatawan (W) di objek

wisata Pendawa Water World


W: Untuk bertiga berapa mbak?

P: Dua ratus dua puluh lima ribu, per orang

dihitung tujuh puluh lima ribu.

W: Ini uangnya, mbak. (W memberi uang Rp

300,000 kepada P)

P: Pake uang pas aja. Masih pagi gini belum ada

O: Pake uang pas aja. Masih

pagi gini belum ada

kembaliannya.


Mengapa?__________________________

__________________________________

__________________________________

__________________________________

470

kembaliannya.

469

POINTS OF IN-DEPTH INTERVIEWING

FOR TOURISM SERVICE PROVIDERS

1. Sudah berapa lama Anda bekerja di sini?

2. Apakah di sini ada SOP (Standard Operation Procedure) sebagai pedoman

kerja untuk melayani wisatawan?

3. Jika ya, apa selama bekerja di sini Anda merasa sudah menjalankan SOP?

Tolong sebutkan prosedur melayani tamu.

4. Menurut Anda, apakah dalam SOP terkandung sikap santun dalam melayani

wisatawan?

5. Apakah berbahasa santun dalam melayani wisatawan penting bagi Anda?

6. Menurut Anda, bagaimana tanda-tanda bahasa yang santun? Tolong sebutkan

contoh tanda-tanda bahasa yang santun.

7. Dalam kondisi apa Anda melayani wisatawan dengan bahasa santun dan dalam

kondisi apa Anda melayani wisatawan dengan bahasa tidak santun?

8. Apakah ada perbedaan tanggapan dari wisatawan antara pelayanan dengan

bahasa yang santun dan pelayanan dengan bahasa yang tidak santun?

9. Apakah Anda merasa memiliki semacam prinsip, strategi, atau norma

kesantunan dalam melayani wisatawan? Jika ya, coba jelaskan.

10. Menurut Anda, apakah pelayanan dengan bahasa yang santun sudah menjadi

semacam kepribadian atau hanya strategi untuk memuaskan wisatawan?

470

POINTS OF IN-DEPTH INTERVIEWING

FOR TOURISM POLICY MAKERS

1. Sudah berapa lama Bapak/Ibu menjabat pimpinan di perusahaan/asosiasi ini?

2. Menurut penilaian Bapak/Ibu, apakah karyawan/anggota di perusahaan/asosiasi

yang Bapak/Ibu pimpin mengindahkan kesantunan dalam melayani wisatawan?

3. Apakah perusahaan/asosiasi yang Bapak/Ibu pimpin memiliki semacam SOP

(Standard Operation Procedure) sebagai pedoman kerja bagi mereka?

4. Seberapa sering tamu mengeluh (complaint) karena merasa dilayani dengan

kurang atau tidak sopan oleh karyawan/anggota Bapak/Ibu?

5. Jika ada keluhan dari tamu, apakah karena sikap karyawan/anggota yang

kurang santun atau bahasa yang mereka digunakan yang kurang santun, atau

karena kedua-duanya?

6. Apa rata-rata tingkat pendidikan formal karyawan perusahaan/anggota di sini?

7. Apakah Bapak/Ibu mengagendakan semacam pelatihan tentang peningkatan

kualitas layanan kepada wisatawan? Jika ya, bentuk pelatihannya seperti apa?

8. Menurut Bapak/Ibu, apakah ada perbedaan layanan terhadapa wisatawan asing

dan wisatawan domesik yang dilakukan oleh karyawan/anggota Bapak/Ibu?

9. Menurut Bapak/Ibu, perlukah diadakan semacam diseminasi norma-norma

kesantunan yang berasal dari budaya Indonesia/Jawa untuk meningkatkan

kualitas layanan kepada wisatawan?

10. Menurut Bapak/Ibu, upaya-upaya apa saja yang perlu ditempuh dalam rangka

meningkatkan kualitas sumber daya manusia di bidang pariwisata?

471

STANDARD OPERATION PROCEDURE (SOP)

FOR TOURISM SERVICE PROVIDERS

1. Procedure of Receiving Reservations

Receiving reservations is a job of a reservation clerk. The following is a

procedure of receiving reservations:

1. Answer an incoming telephone call related to room reservations based on the

standard of telephone manner.

2. Follow-up an incoming room reservation through telephone, facsimile, telex,

letter, telegram or e-mail.

3. Confirm a room reservation or refuse it if the airline/train/hotel rooms are

already fully booked.

4. Process and solve problems related to room cancellation and no-show.

5. Offer highest price of airline/train/hotel rooms when receiving a reservation

through telephone.

6. Explain airline/train/hotel facilities to a person who makes a reservation.

7. Send a confirmation letter.

8. File the reservation data.

9. As an addition, make a good co-operation with sources of reservation such as

companies, travel agencies, airline companies, government officers, hotel

representatives, hotel guests, car rental companies, individual and central

reservation systems.

472

2. Check-In Procedure

Every guest staying in a hotel must be registered and checked in by a

receptionist. The receptionist has to serve the guest accurately and efficiently

based on the policy and procedure, and to obtain the guest’s details in a friendly

and courteous manner.

All guests who check in must be handled professionally in a warm welcome

under the following procedure:

1. Greet and welcome the guest who will check-in.

2. Check the guest’s reservation, find the reserved room.

3. Help the guest to fill in the registration form.

4. Ask the guest politely about the payment system when checking in and

processing it.

5. Give a guest card, a welcome-drink card, and a room key to the guest.

6. Input the registration data into a computer in order that all outlets in the hotel

can use them for billing transactions.

7. Inform the checked-in room status to the Housekeeping Department.

3. Check-Out Procedure

Upon a guest’s check-out, it should be handled in a timely and efficient

manner with proper transaction records. The front office staff must be fully aware

of the service timing so as to provide an efficient service to hotel guest which will

result in good impression to the Hotel.

1. A bellboy or a receptionist receives a check-out request from a guest.

473

2. The bellboy helps the guest to bring the luggage down.

3. The receptionist prepares the guest bills.

4. Ask the guest politely about the payment system when checking out and

processing it.

5. Make sure that all bills are completely paid by the guest.

6. The bellboy loads the luggage into the concerned transportation.

4. Telephone Handling Procedure

A hotel telephone operator is included within the guest’s direct-contact staff

because even he/she is not see he/she deals directly to the callers who believe that

they are talking to the representative of the hotel. In hospitality industry, a

telephone operator plays an important role on the image of the hotel through

his/her clear voice and proper intonation.

The standard operation procedure of telephone handling is as follows:

1. PROMPT. The telephone call must be answered within three rings. By

answering promptly, it will avoid irritation on the caller.

2. GREET, IDENTIFY, AND OFFER ASSISTANCE. For an external incoming

call, he/she may say: Good morning/Good afternoon/Good evening, Lor In

Business Resort and Spa, may I help you? For an internal incoming call,

he/she may say: Good morning/Good afternoon/Good evening, Operator, may

I help you?

3. GUEST/CALLER’S NAME. If you know the caller’s name, address him/her

with his/her name during conversation. This will enhance his/her self-esteem.

474

4. VOICE. Tone of voice should be clear and friendly.

5. PLEASANT. One way to be pleasant on the phone is to put your smile on

your face as you talk, and the pleasantness will communicate itself.

6. MAGIC WORDS. Be usual to use more polite words. Better not to use the

following words to the guests:

Can I help you?

Hold on

OK

No problem

Thanks

Yea

Off course,

Sir/Madam

instead

instead

instead

instead

instead

instead

instead

May I help you?

One moment, please

All right

It’s all right

Thank you

Yes

Certainly, Sir/Madam

5. General Procedure for Concierge’s Work

Concierge is an integral part of the registration and assignment process.

Serving arrivals and departures are the most common uniformed service for

concierge. Meeting and greeting of arrival guests, their luggage and parking or

cars are the first responsibilities which extend from the hotel entrance and car

park to hotel bedrooms. On departure, guests, luggage and transportation are again

primary responsibilities.

The following is the general procedure for concierge’s work:

1. Handle guest’s luggage when he/she checks-in, checks-out and moves room.

2. Fill in and complete guest cards.

3. Handle guest’s luggage in deposit room and control its quantity routinely.

475

4. Handle guest’s room key.

5. Send letters, newspapers and messages into guestrooms.

6. Handle transportation.

7. Handle errand duties.

8. Keep cleanliness and tidiness of working area.

6. General Procedure for Guest Relation Officer’s Work

As a guest service representative, a guest relation officer (GRO) will often

receive guests’ service enquiries. For this reason, it is important to be familiar

with the most common guests’ service enquiries and how to handle them.

To be able to answer any of the enquiries professionally, the GRO should be

familiar with the following facts:

1. Area Map

Our hotel must have an area map prominently in the lobby for the guests’

convenience. The GRO should be familiar with the map in the lobby so that she

can assist guests with needed directions.

2. Recreational Facilities

These facilities consist of a swimming pool, fitness center, tennis court,

park, etc. It is the GRO’s responsibility to be well informed on all recreational

facilities at her hotel, especially concerning with location, hours of operation,

rules and regulations, fees, reservations required, equipment available and

rental fees.

476

3. City Attractions

Guests who stay in our hotel always rely on guest service representatives to

furnish them with information about the city attractions. The GRO might say

that guests look upon the guest service representatives as their personal travel

agent, regardless of whether the trip is business or leisure.

Even though the GRO may live in the city, there are probably a number of

city attractions that are unfamiliar to her. Therefore, it is a must that she learns

as much as possible about the city and keeps up with all changes that occur.

The registered guest will appreciate her awareness of the attractions in our city,

from directions on how to get a very important meeting to a recommendation to

see a new and exciting performance that just opened in the city.

Be sure to keep a good supply of city maps, brochures, any written

information and lists concerning these attractions at the front desk, such as

sightseeing service, restaurants, lounges and night clubs, entertainment and

karaoke places, recreation facilities, museums, parks, shopping centers, sport

stadiums, theaters, historical sites and sites of interest, universities and

colleges, business information centers and any business areas.

The GRO should also be prepared to give guests directions and information

of services in the area such as banks, beauty/barber shops, post office and

transportation.

4. Credit Cards Accepted

Many guests prefer to use credit cards to pay for their hotel expenses. Our

hotel recognizes these preferences and honors the most widely known and used

477

credit cards for hotel charges by the guests. The credit cards accepted by our

hotel are: Visa, American Express, MasterCard, J.C.B. and Dinners Club along

with some local credit cards, such as BNI Card, BCA Card, Mandiri Card, etc.

Check all credit cards in a credit card cancellation bulletin for validity.

Determine what the limits are for certain amount that a guest can charge each

day.

5. Physicians, Hospitals, Dentists

It is a hotel requirement that every hotel must have arrangements for referring

guests to the services of a physician, hospital or dentist upon request. A list of

names and telephone numbers should be maintained at the front desk for this

purpose. Locate and review this list at the GRO desk, then she will be able to

supply this information to a guest quickly.

6. Secretarial Services

At times, guests may need secretarial services, such as typing, dictation,

translation, etc. Check to see if our hotel offers guests any of the secretarial

services through the business center or Senior Secretary on duty. Assist the

guest in any way possible. Some guests may require a meeting room, a video

room, etc. Fees will be charged to the guestroom by the business center staff on

duty.

7. Transportation

Almost every registered guest would ask you questions about transportation.

Make it a point to know about various types of transportation available to

guests. If at all possible, keep a supply of bus, train, airline schedules on hand

478

for use of registered guests, and know general fare charges. Also, be able to

provide the guests with rental car information. If your hotel provides registered

guests courtesy transportation to the airport or downtown area, find out

departure and return pick out time schedules.

8. Baby Sitters

It is a system of standard requirement that arrangements must be made to

refer hotel guests needing a baby sitter service. Normally, a list of qualified

baby sitters along with their telephone numbers is kept at the frond desk. When

a guest does require a baby sitter, supply him/her with needed directions.

9. Package Handling

Some registered guests may receiver packages from local stores. When a

guest does receive a package, check to see if the guest is in the room to accept

the package. Record a receipt of the package in the mail signature book.

Record the room number on the package and store it in a safe place. Turn on

the guest’s message or the bellboy can take it to the guestroom.

From time to time, the GRO may receive a request from a registered guest to

wrap a package. Determine if this service is provided for guests at our hotel. If

so, find out where the materials for wrapping packages are stored.

(Source: SOP for Sahid Hotels, 2009)

7. Procedure of Taking Meals Order

The main jobs of a restaurant waiter/waitress are taking a meal order,

delivering the meal order, and bringing the bill to the guests. The procedures of

479

the jobs are as follows:

Taking the order:

1. Greet your customers.

2. Ask what they would like. Write down each person’s order on a separate piece

of paper. (Use the menu to write down the orders and amounts).

3. Check the orders like this: “You ordered ….” and “You wanted ….”

4. Ask if your guests want anything else (such as something to drink, a salad, or

dessert).

5. Go and get their orders.

Delivering the order:

1. Bring the orders to your customers.

2. If you make a mistake by giving one customer the wrong thing, go and get the

right order and bring it back.

Bringing the bill:

1. Give each customer his or her bill with a total at the bottom.

2. Walk away and wait for the customers to put the bill and money on the table.

3. Pick up the bill and money. Bring back each customer’s change.

(Source: SOP for Waiter/Waitress of Diamond Restaurant, 2010)

480

8. General Procedure for Tour Guide’s Work

The following is the outline of general procedure for a tour guide’ work:

1. Play an active role in the welcoming, enjoyment, and safekeeping of all

visitors to the tour property, including children and less able people.

2. Deal effectively and courteously with all visitors and team members.

3. Attend morning briefing sessions and staff training when deemed appropriate

by the Head Guide/General Manager.

4. Lead entertaining and interesting guided tours as required.

5. To assist with the security and the protection of the tourism objects visited and

their contents by providing a watchful presence at all times.

6. Complete time sheets and any other paperwork as required by Head Guide.

7. Liaise regularly with other members of the guiding team and feed back any

relevant information at daily meetings.

8. Proactively and positively resolve information provision and tour

problems/incidents in accordance with the Head Guide.

9. Carry out daily duties such as litter picking, light cleaning, and stocking of

sanitary supplies on a regular basis.

10. When appropriate organize and implement displays, activities, trails and

quizzes for children and adults.

11. To proactively promote the tour packages, souvenir guidebook, and other

aspects of the business when appropriate.

481

12. Occasionally situations may arise that require performing other duties or tasks

as may be reasonably requested by the General Manager.

(Source: The Decree of Directorate General of Tourism No.: Kep.16/II/88)

9. Procedure for Tour Guide’s Work in the Office

Tour guide can work as a reception agent to welcome and accompany

tourists who arrive, depart and take a tour. The procedures of working in an office

for a tour guide are:

1. Record names of participants of a tour.

2. Group the participants of a tour in a bus.

3. Take a note of name and phone number of transportation office of the bus being

hired.

4. Prepare stickers or any signs as an identity for a tourist group.

5. Group and record names of passengers based on their country, flight number

and airline.

6. Record date, day and time of departure or arrival of the passengers.

7. Make a not and help injured or sick passengers who must be treated well.

8. Check the situation and condition of tour routes and places of interest as well as

their preparation of tourist attractions.

9. Answer telephone callers and give detail explanation about tour packages

provided.

482

10. Procedure of Picking-Up Service

Picking-up service is to pick-up passengers from a hotel to a tour. The

procedure of picking-up service is as follows:

1. Arrive at the office in time.

2. Check the driver and inform him about what should be known and done.

3. Take the name list of tourists will be picked up from a hotel.

4. Arrive at the intended hotel and check the group list at the Front Office

Department.

5. Introduce yourself to tourists will be picked up.

6. Escort the tourists to the bus and help them to carry their luggage.

7. Collect all vouchers or tickets as an indication that they are correct passengers.

11. Procedure of Dropping-Off Service

The procedure of dropping-off service is as follows:

1. Take all passengers to bus-starting point.

2. Ask passengers for taking a seat in the bus.

3. Manage passengers through smooth traffics and avoid traffic jams.

4. Say have a nice flight, good luck and see you next time.

5. Check all bus seats in case there is some passengers’ belongings are left.

12. Attitudes of Tour Guide to Serve Tourists

The attitudes, competence skills and behavior of a tour guide support the

quality of service. Therefore a tour guide should:

1. Have interests to other people.

483

2. Have pleasant personality.

3. Have smart appearance.

4. Have common sense.

5. Have sense of humor.

6. Be helpful and have polite manners.

7. Be efficient and effective in doing jobs.

8. Be skillful and professional.

9. Be thoughtful and understands tourists’ problems.

10. Be friendly.

11. Be patient and confident.

12. Be integrated.

(Source: SOP for Tour Guides of Nusantara Tours, 2008)

Note:

1. The Procedures of Receiving Reservations, Checking-in, Checking-out,

Telephone Handling, Concierge’s Work, Guest Relation Officer’s Work are

used by four and five star hotels.

2. The Procedure of Taking Meals Order is used by star restaurants and three,

four and five star hotel restaurants.

3. The Procedures of Tour Guide’s Work, Picking-up Service, Dropping-off

Service and Serving Tourists are used by Indonesian Tourist Guide

Association.

48

4

CENTRAL JAVA TOURISM MAP

(Source: www.wisatasolo.com)

48

5

SURAKARTA TOURISM MAP

(Source: www.wisatasolo.com)

http://www.wisatasolo.com/

486

LIST OF TOURISM SERVICE PROVIDERS AS RESEARCH SUBJECTS

1. Name

Male/Female

Age

Education

Place of Work

Position

: WP

: Male

: 29 years

: Diploma 3 in Tourism

: Nusantara Tours

: Tour Guide

2. Name

Male/Female

Age

Education

Place of Work

Position

: BM

: Male

: 35 years


: Natratour

: Tour Guide

3. Name

Male/Female

Age

Education

Place of Work

Position

: IS

: Female

: 33 years

: BA in English Literature

: Mangkunegaran Palace

: Local Tour Guide

4. Name

Male/Female

Age

Education

Place of Work

Position

: SW

: Male

: 42 years

: Diploma 3 in English

: Kasunanan Palace

: Local Tour Guide

5. Name

Male/Female

Age

Education

Place of Work

Position

: LN

: Female

: 29 years

: BA in History Literature

: Radya Pustaka Museum

: Local Tour Guide

487

6. Name

Male/Female

Age

Education

Place of Work

Position

: DI

: Female

: 25 years

: BA in English Education

: Tourist Information Center

: TIC Officer

7. Name

Male/Female

Age

Education

Place of Work

Position

: AR

: Female

: 27 years


: Kusuma Sahid Prince Hotel

: Receptionist

8. Name

Male/Female

Age

Education

Place of Work

Position

: NW

: Male

: 26 years



: Bellboy

9. Name

Male/Female

Age

Education

Place of Work

Position

: IY

: Female

: 29 years



: Guest Relation Oficer

10. Name

Male/Female

Age

Education

Place of Work

Position

: SK

: Female

: 24 years



: Telephone Operator

11. Name

Male/Female

Age

Education

Place of Work

Position

: BU

: Male

: 27 years


: Hotel Sahid Jaya Solo

: Receptionist

488

12. Name

Male/Female

Age

Education

Place of Work

Position

: TY

: Male

: 33 years


: Bellboy


13. Name

Male/Female

Age

Education

Place of Work

Position

: NA

: Female

: 29 years



: Guest Relation Officer

14. Name

Male/Female

Age

Education

Place of Work

Position

: ANW

: Female

: 24 years



: Telephone Operator

15. Name

Male/Female

Age

Education

Place of Work

Position

: LW

: Female

: 32 years


: Hotel Pramesthi Solo

: Receptionist

16. Name

Male/Female

Age

Education

Place of Work

Position

: KP

: Male

: 39 years

: Senior High School

: Hotel Pramesthi Solo

: Bellboy

17. Name

Male/Female

Age

Education

Place of Work

Position

: FTS

: Male

: 27 years


: Diamond Restaurant

: Waiter

489

18. Name

Male/Female

Age

Education

Place of Work

Position

: HKW

: Female

: 26 years


: Diamond Restaurant

: Waitress

19. Name

Male/Female

Age

Education

Place of Work

Position

: STN

: Male

: 41 years

: Junior High School

: Galabo Food Court

: Waiter

20. Name

Male/Female

Age

Education

Place of Work

Position

: HR

: Female

: 37 years


: Galabo Food Court

: Waitress

21. Name

Male/Female

Age

Education

Place of Work

Position

: SS

: Male

: 63 years

: Elementary School

: Triwindu Antique Market

: Souvenir Seller

22. Name

Male/Female

Age

Education

Place of Work

Position

: Np

: Female

: 52 years

: Elementary School

: Triwindu Antique Market

: Souvenir Seller

23. Name

Male/Female

Age

Education

Place of Work

Position

: BS

: Male

: 60 years


: Kauman Batik Village

: Souvenir Seller

490

24. Name

Male/Female

Age

Education

Place of Work

Position

: Rs

: Female

: 55 years

: Elementary School

: Kauman Batik Village

: Souvenir Seller

25. Name

Male/Female

Age

Education

Place of Work

Position

: LL

: Female

: 34 years


: Sangiran Pre-Historic Museum

: Museum Officer

26. Name

Male/Female

Age

Education

Place of Work

Position

: EC

: Male

: 44 years


: Tawangmangu Resort

: Ticket Officer

27. Name

Male/Female

Age

Education

Place of Work

Position

: Sk

: Male

: 47 years


: Mount Merapi National Park

: Ticket Officer

28. Name

Male/Female

Age

Education

Place of Work

Position

: RV

: Male

: 56 years


: Sukuh Temple

: Local Tour Guide

30. Name

Male/Female

Age

Education

Place of Work

Position

: Myd

: Male

: 45 years


: Cetho Temple

: Local Tour Guide

491

31. Name

Male/Female

Age

Education

Place of Work

Position

: SK

: Female

: 23 years


: Pandawa Water World

: Ticket Officer

32. Name

Male/Female

Age

Education

Place of Work

Position

: Mn

: Male

: 32 years


: Gajah Mungkur Dam

: Ticket Officer

33. Name

Male/Female

Age

Education

Place of Work

Position

: Sdn

: Male

: 22 years


: Janti Fishery Court

: Waiter

34. Name

Male/Female

Age

Education

Place of Work

Position

: TS

: Female

: 25 years


: Janti Fishery Court

: Waitress

35. Name

Male/Female

Age

Education

Place of Work

Position

: JP

: Male

: 52 years


: Depok Bird Market

: Bird Seller

36. Name

Male/Female

Age

Education

Place of Work

Position

: Hrt

: Male

: 63 years

: Elementary School

: Depok Bird Market

: Bird Seller

492

LIST OF TYPICAL EXPRESSIONS IN TOURISM-SERVICE REGISTER

Typical Expressions Gloss

Accommodation

: One of the components of tourism supply. It is the sector

which provides lodging facilities for the traveller and

includes various types of establishment offering a range

of facilities, services and opportunities with differing

levels of quality and price.

Adjoining rooms

: Guestrooms that are located next to each other, but

without a connecting door between them.

Advance deposit

: Money paid, usually by credit card or cheque, by a guest

before they arrive at the hotel to guarantee a reservation.

The amount is generally equal to one night's lodging

fees. The full amount is applied to the guest's bill upon

check-out.

Adventure tour : A tour designed around an adventurous activity such as

rafting or hiking.

A la carte menu

: A food and drink menu in which each item is listed and

priced separately.

Amenity : An item or service placed in guestrooms or offered to

guests for their comfort and convenience, and at no

extra cost.

Aperitif : The term used for a drink, generally alcoholic, when it is

imbibed before a meal and taken either as a palette

cleanser or as an appetizer.

Appetizer : A small first course dish that is presented before the

entree.

Artefact : An object; an item of material culture.

Attractions : General all-inclusive term travel industry marketers use

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/A/Adjoining-Rooms-78.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/A/Adjoining-Rooms-78.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/A/Advance-Deposit-80.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/H/Hotel-237.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/R/Reservation-316.html

http://castlenet.tripod.com/dict.htm#entree

493

to refer to products that have visitor appeal, like

museums, historic sites, performing arts institutions,

preservation districts, theme parks, entertainment and

national sites.

Available : Ready for use, e.g. “I’m afraid we have no single rooms

available at the moment.”

Backpackers : A market segment identified as preferring inexpensive

accommodation, flexible travel itineraries, and a social

component in their travel.

Banquet : A meal that is prepared for a particular group, for which

the menu and the number of guests are predetermined.

Most hotel properties offering banquet service have

special facilities for banquet food production and service

Bar : The area in which drinks are prepared and from which

drinks are sold.

Bed and breakfast : A form of specialist accommodation in which the guest

receives lodging and breakfast at one price.

Bellboy : A person employed by a hotel to assist guests, by

carrying luggage and doing errands.

Bell captain : A person in charge of luggage at a hotel.

Booking : Term used to refer to a completed sale by a destination,

convention centre, facility, hotel or supplier (i.e.

convention, meeting, trade show or group business

booking).

Buffet : An assortment of foods offered on a table for guests to

choose in self-service fashion.

Cancellation : A reservation voided by a guest.

Charter : To hire the exclusive use of any aircraft, motor coach, or

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/B/Banquet-105.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/F/Facilities-188.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/B/Banquet-105.html



494

other vehicle.

Check in : Procedures for a hotel guest’s arrival and registration.

Check out : Procedures for a guest’s departure and the settling of

their account.

Chef : A very grumpy man or woman who is in charge of

creating foods and food combinations.

City guide : A person who has a speciality of guiding in the city only.

Client : A customer, a guest in the hotel.

Cocktail : Refers to an appetizer or an alcoholic drink.

Coffee maker : A semi-automatic or automatic machine that makes

coffee and dispenses it into individual cups or into a

coffee pot.

Commission : Percentage of a selling price paid to a retailer by a

supplier. In the travel industry, travel agents receive

commissions for selling tour packages or other services.

Complimentary : Given free out of kindness or respect.

Complimentary room : An occupied room for which the guest is not charged.

This may include a room occupied by a hotel employee.

Concierge : An employee whose basic task is to serve as the guest’s

liaison with hotel and non-hotel facilities, attractions,

activities and services.

Conference room : A large room suitable for meetings.

Connecting rooms : Two or more guestrooms with private connecting doors

that give guests access between rooms without having to

go into the corridor.

Consumer : The person who actually uses or consumes a product or

service.

Continental breakfast : A small morning meal that usually includes a drink, rolls,

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/O/Occupied-Room-286.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/F/Facilities-188.html

495

butter, and jam or marmalade. Better hotels may serve

brioches and croissants.

Cover charge : A fee, usually a flat amount per person, charged to

patrons to cover the cost of music and entertainment

Cultural tourism : Travel for the purpose of learning about cultures or

aspects of cultures.

Culture : A set of shared norms and values which establish a

sense of identity for those who share them. Typically

applied at the level of nation and/or race.

Customer : An organization or a person that receives a product.

Day tour : An escorted or unescorted tour that lasts less than 24

hours and usually departs and returns on the same day.

Deposit : An advance payment required to obtain confirmed space.

Dessert : A confectionery course usually at the end of the meal.

Destination : A place to which a traveler is going. In the travel

industry, any city, area, or country which can be

marketed as a single entity for tourists.

Direct flight : A flight that stops one or more times on the way to a

destination, but does not require travelers to change

planes.

Domestic tourism : Tourism where the residents of a country take

holidays as business trips wholly within their own

country.

Doorknob menu : A type of room service menu that a housekeeper can

leave in the guestroom, which lists the times that

breakfast can be served and a limited number of

breakfast items. Guests select what they want to eat and

the time they want the food delivered, then hang the

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/R/Room-Service-Menu-334.html

496

menu outside the door on the doorknob. The menus are

collected and the orders are prepared and sent to the

rooms at the specified times.

Double room : A guestroom assigned to two people.

Ecotour : A tour designed to focus on preserving the environment

of environmentally sensitive areas.

Ecotourism : Ecologically sustainable tourism with a primary focus

on experiencing natural areas that foster environmental

and cultural understanding, appreciation and

conservation.

Educational tour : Tour designed around an educational activity, such as

studying art.

Entree : The term usually refers to the main course of a meal but

can also mean any major course.

Escort : A person, usually employed by a tour operator, who

accompanies a tour from departure to return as guide or

trouble-shooter, or a person who performs such

functions only at the destination.

European plan : A type of rate that consists of the price of the room only,

no included meals.

Excursion : Journey where the traveller returns to the original point

of departure.

Facilities : Core physical features: accommodation, restaurants,

bars, meeting rooms.

Fauna : All the animals of a particular area.

Flora : All the plants of a particular area.

Folio : An itemized record of a guest’s charges and credits,

maintained in the front office till departure, and can be

497

referred to as guest bill or guest statement.

Front office : An office usually situated in the lobby of the hotel,

whose primary function is to control the sale of guest

rooms, maintain guest accounts, render bills, receive

payments as well as providing information to other

departments within the hotel.

Function room : Room used for functions, also called banquet room.

Group leader : An individual, acting as liaison to a tour operator, acts as

escort.

Group tour : A travel package for an assembly of travellers that has a

common itinerary, travel date, and transportation. Group

tours are usually prearranged, prepaid, and include

transportation, lodging, dining, and attraction

admissions.

Guest account : An itemized record of a guest’s charges and credits.

Guest amenities : A term given to a range of disposable items provided in

guest room bathrooms and include items such as

shampoos, skin creams, conditioners, soaps, toothpaste,

toothbrush, shower caps the cost of which is built into

room rates.

Guide : (1) A person qualified to conduct tours of specific

localities or attractions (many reliable guides are

licensed), (2) An airline, bus, railroad, or ship manual of

schedules and fares, usually printed seasonally.

Heritage : Things of value that are inherited which people want to

keep. Heritage can be natural, cultural, tangible,

intangible, personal or collective.

Hospitality : A general term used in travel and tourism describing the

498

“hospitality industry”; refers to the general greeting,

welcoming, food service, etc.

Host : (1) A representative of the group (organizer) that may

arrange optional excursions and answer questions but

does not have escort authority (2) Liaison to the tour

operator or tour manager, or (3) A representative who

provides only information or greeting services or who

assists at the destination with ground arrangements

without actually accompanying the tour.

Hotel : Minimum number of available rooms, services and

amenities usually defined by legislation for licensing

and classification purposes as well as eligibility for

fiscal incentives in some jurisdictions.

Hotel package : A package offered by a hotel, sometimes consisting of

no more than a room and breakfast; sometimes,

especially at resort hotels, consisting of (ground)

transportation, room, meals, sports facilities and other

components.

Inbound tour : Group of travellers whose trip originated in another city

or country.

Inclusive tour : A tour in which specific elements (such as air fare,

transfers, accommodation) are included for a flat rate.

An inclusive tour rate does not necessarily cover all

costs.

Inquiry : A request for more information about an attraction or

destination.

Itinerary : Travel schedule provided by a travel agent or tour

operator for the client. A proposed or preliminary

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/T/Tour-386.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/I/Inclusive-Tour-246.html

499

itinerary may be rather vague or very specific. A final

itinerary spells out all details, including flight numbers,

departure times, and similar data, as well as describing

planned activities.

Late arrival : A guest who holds a reservation, but who plans to arrive

after the hotel’s designated cancellation hour and has

notified the hotel.

Late check-out : A guest who is allowed to check out later than the

property’s standard check-out time.

Length of stay : Number of nights spent in one destination. Most tourist

boards seek to find ways of increasing visitors’ length of

stay.

Markup : (1) Difference between the cost and the selling price of a

given product; (2) Difference between the net rate

charged by a tour operator, hotel, or other supplier and

the retail selling price of the service.

Mini bar : A specially designed small floor mounted refrigerator

located in guest rooms containing a variety of snacks

and drinks, with individual guest room key access.

Nature tourism : Travel to unspoiled places to experience and enjoy nature.

Net rate : Price of goods to be marked up for eventual resale to the

consumer.

No show : Guest with confirmed reservations who does not arrive

and has not cancelled.

Occupancy : The percentage of available rooms occupied for a given

period of consecutive time.

Outbound tour : Any tour that takes groups outside a given city or

country, opposite of inbound.



http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/C/Cancellation-Hour-127.html

500

Out of order : A room status term that indicates that a room cannot be

assigned to a guest. A room may be out-of-order for

refurbishing, maintenance, deep cleaning, or other

reasons.

Package tour : A tour put together by a tour operator, offering several

travel elements that a traveller would otherwise

purchase separately. These may include any

combination of flights, airport transfers, car hire,

accommodation, meals, sight-seeing, attractions or

entertainment – all for an inclusive price.

Passport : Government document permitting a citizen to leave and

re-enter the country.

Pax : Industry abbreviation for passengers.

Porter : A person employed to carry travellers’ baggage at a

hotel.

Reception : Also known as Front Desk. A designated area in the

hotel lobby with a counter where guests are received.

This is the first point of call for any visitor or guest.

Here, guests are registered, assigned rooms, given keys

(entry cards) and checked out.

Reconfirm : To recheck a reservation.

Registration card/form : A form on which guests record their names, addresses,

and other details (such as length of stay, method of

payment, nationality, purpose of visit and car

registration number) when they check-in. A space is also

provided for signature, room number and room rate.

Regulation : Control through formalised processes.

Reservation : A guestroom that is being held under an individual or

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/R/Room-Status-335.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/T/Tour-386.html

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/T/Tour-Operator-387.html

http://www.grandhotel.kg/en/hotel-glossary/Slovar-terminov-1/F/Front-Desk-12.html


http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/R/Room-Rate-331.html

501

business’ name for a specific date or range of dates at a

particular hotel.

Room rate : Price a hotel charges for overnight accommodation.

Room service : Food and beverage delivered and served in a guest room.

Room service menu : A menu offered by hotels and other lodging properties

that serve food to guests in the room. As it is difficult to

maintain food quality while transporting the food to the

guest, room service menus usually offer a limited

number of items.

Round trip : A flight to a single destination and a return.

Safety deposit boxes : Individual boxes located either in a central, secure, and

supervised location or in individual guest rooms,

provided for the safekeeping of guest valuables.

Scheduled flights : Air flights that are publicly scheduled and promoted by

major airlines.

Scheduled tour : A tour that’s set in a tour operator’s regular schedule of

tour departures and that’s often sold to the general

public. Also called public tour or retail tour.

Service : Work done for the benefit of another.

Service charge : A percentage of the bill (usually 10-20%) added to the

guest charge for distribution to service employees in lieu

of direct tipping.

Service provider : A person or company that supplies a particular service.

Sightseeing tour : Short excursions of usually a few hours that focus on

sightseeing and/or attraction visits.

Souvenir : A product purchased by a tourist as a reminder of a

holiday.

Stakeholders : Parties who may be affected by agency decisions and

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/R/Room-Service-333.html

502

actions (i.e., user groups, elected officials, commercial

interests, environmentalists, park managers, tourism

industry representatives, consumers, host countries, host

communities, funders and financiers, and others).

Suit : A guestroom with a parlour area in addition to a sleeping

room, and perhaps a small kitchen.

Tarrif : (1) Fare or rate from a supplier; (2) Class or type of a

fare or rate; (3) Published list of fares or rates from a

supplier; (4) Official publication compiling rates or fares

and conditions of service.

Tour : Any pre-arranged (but not necessarily prepaid) journey

to one or more places and back to the point of origin.

Tour guide : Pertains to an individual who guides visitors for a fee,

commission, or any form of lawful remuneration or a

personnel from a government or private entity who

performs the above function without fee or

remuneration.

Tour operator : An organisation or individual that puts together travel

tours and sells them directly to independent travellers or

groups, or through travel agencies.

Tourism : The all-embracing term for the movement of people to

destinations away from their place of residence for any

reason other than following an occupation, remunerated

from within the country visited, for a period of 24 hours

or more.

Tourist : One who travels for a period of 24 hours or more in a

place other than that in which he or she usually resides,

whose purpose could be classified as leisure (whether

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/B/Back-101.html

503

for recreation, health, sport, holiday, study or religion),

business, family, mission or meeting.

Tourist attractions : Destinations for visitors' excursions which are routinely

accessible to visitors during opening hours. Visitors can

include local residents, day-trippers or people who are

travelling for business or leisure purposes.

Tourism industry : A group of businesses that provide services and facilities

for consumption by tourists.

Tourism infrastructure : Roads, railway lines, harbours, airport runways, water,

electricity, other power supplies, sewerage disposal

systems and other utilities to serve not only the local

residents but also the tourist influx (suitable

accommodation, restaurants and passenger transport

terminals form the superstructure of the region).

Tracking : A cause of action or method of monitoring, such as

tracking the number of tours that come into a specific

destination.

Transfer : Local transportation, sometimes including porter age, as

from one carrier terminal to another, from terminal to a

hotel, or from a hotel to an attraction.

Transit : Process of changing planes without going through

security and/or customs.

Transport : A system of conveying passengers or freight from one

place to another.

Travel : Leisure and other travel including travel for business,

medical care, education, etc. tourism.

Travel agent/agency : A person or firm qualified to arrange for all travel

components.

504

Traveller : Definitions very, but in general a traveller is someone

who leaves their own economic trade area, (usually

going a distance of a minimum of fifty to one hundred

miles) and stays overnight.

Twin room : A guestroom with two single beds.

Upgrade : To move to a better class of service or accommodation.

Vacant : A room status term that indicates that the room has been

cleaned and inspected, and is ready for the arriving

guest.

Visa : Stamp of approval recorded in a passport to enter a

country for a specific purpose.

Visitors : Broader category than 'tourist', includes tourists and

same-day visitors.

Vouchers : Forms or coupons provided to a traveller who purchases

a tour that indicate that certain tour components have

been prepaid. Vouchers are then exchanged for tour

components like accommodations, meals, sightseeing,

theatre tickets, etc. during the actual trip.

Waiter/Waitress : (1) One who takes menu orders. (2) One who brings the

meals and drinks to the table. (3) A person who acts as a

representee of the guest to the kitchen.

Waitlist : A list of clients awaiting transportation or

accommodations at times when they are not available.

Waitlisted clients are confirmed as a result of

subsequent cancellations.

Wake up call : A telephone call made by front office to a guest room to

waken the guest at a time requested by them.

Walk in guest : A guest who checks-in without an advance reservation.

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/R/Room-Status-335.html

http://castlenet.tripod.com/dict.htm#guest

http://www.grandhotel.kg/en/hotel-glossary/Glossary-of-Hotel-Terms-and-Phrases-2/F/Front-Office-205.html

Untitled - Usahid Surakarta Repository

Documents

Transcript of Untitled - Usahid Surakarta Repository