Ketidaksantunan dalam Perbualan Bahasa Jepun oleh Pemandu Pelancong Malaysia (Impoliteness in Japanese Language by Malaysian Tourist Guide)

Abstract

Kajian ini meneliti sejauh manakah penggunaan dan corak kesantunan bahasa Jepun yang digunakan oleh pemandu pelancong berbahasa Jepun semasa sesi lawatan pemanduan pelancongan di sekitar destinasi pelancongan di Malaysia. Pertembungan budaya dalam sesi lawatan pemanduan ini mempengaruhi cara berkomunikasi kedua belah pihak dalam usaha mewujudkan komunikasi yang berkesan dan bersesuaian. Persoalannya adakah pemandu pelancong Malaysia berbahasa Jepun yang merupakan penutur bukan natif bahasa Jepun berjaya menjalankan peranannya menggunakan bahasa Jepun sebagai medium komunikasi dan menepati piawaian penggunaan bahasa tersebut berdasarkan budaya Jepun? Data diperoleh melalui kaedah pemerhatian sistematik rakaman audio visual dan pemerhatian semasa interaksi pemandu pelancong dengan pelancong Jepun dalam lima set sesi lawatan di sekitar destinasi pelancongan Bandar Melaka. Rakaman audio sesi lawatan pemandu pelancong ditranskripsikan secara verbatim, manakala rakaman visual dan pemerhatian digunakan sebagai refleksi terhadap konteks interaksi yang tidak dapat dirakam melalui rakaman audio dan visual. Dapatan kajian mendapati kebanyakan bentuk kesantunan bahasa Jepun yang digunakan hanyalah pada tahap Teeneego (bentuk sopan). Malah ada sesetengah pemandu pelancong menggunakan bentuk biasa (Plain Form) pada perkataan kata kerja dan pemilihan kosa kata dari kumpulan kata yang tidak selari dengan aspek kesantunan semasa bertutur dengan para pelancong Jepun. Hal ini adalah bercanggahan dengan konsep yang sepatutnya diamalkan dalam perkhidmatan masyarakat Jepun, iaitu penggunaan kesantunan dalam konteks perhubungan profesional. Namun data analisis menunjukkan ketidaksantunan ini tidak menjejaskan kelancaran komunikasi dan mesej yang ingin disampaikan mencapai sasaran di sepanjang sesi lawatan pelancongan. Penyelidikan ini diharapkan akan menjadi rujukan kepada tenaga pengajar bahasa Jepun dalam mencari teknik yang bertepatan untuk merencanakan rancangan pembelajaran, khususnya pembelajaran bahasa Jepun untuk pelancongan.

Kata Kunci: Pelancongan Malaysia; komunikasi silang budaya; kesantunan bahasa Jepun; pemandu pelancong; pelancong Jepun

ABSTRACT

This study observes the application and patterns of Japanese linguistic politeness used by Malaysian tour guides during their guided tour sessions with the Japanese tourists. The interactions with the toruists were conducted in the Japanese language. During the guided tour sessions, the cultural encounters between the Malaysian tour guides and Japanese tourists influence the manner of communication for both parties to achieve and maintain effective and appropriate communication. The issue is whether the Japanese-speaking Malaysian tour guides, who are not native Japanese speakers, were able to perform their role using Japanese as the medium of communication and fulfil the standards of Japanese language according to the Japanese culture. Data were collected from audio-visual recordings of all interactions during the five tour sessions around Malacca City Centre and field notes. The audio recordings were transcribed verbatim, while visual recordings and field notes were used as references for details of certain interaction aspects that were not apparent in the audio recordings. The study found that most of the Japanese polite forms used were only at the teeneego (politeness form) level. Besides that, the data also revealed that several Malaysian tour guides were using the plain form for verbs and choosing vocabularies from vocabulary groups that were inappropriate based on the politeness aspect when speaking to the Japanese tourists. These practices were contradictory with the concept that ought to be practiced in the Japanese service culture. This means that politeness in the context of Japanese professional communication was not applied. However, the data analysis showed that these impoliteness manner did not affect the flow of the communication process and the intended messages were delivered during the tour.  The findings can be used as a reference point for Japanese language instructors to design appropriate techniques, particularly for Japanese language lessons in tourism.

Keywords: Malaysian tourism; intercultural communication; Japanese politeness; tour guide; Japanese tourists