I read "English test for foreign front-line staff? Bosses say 'no'" article in The Sunday Times (25 May 2008) with disgust. If you can't read the article by clicking the link, email me and I will send it to you.
The gist of the article:
Employers are not keen on imposing an English entry test for foreign workers in front-line service jobs because:-
a) "Singapore cannot afford to say 'no' to foreign workers." Does that mean Singapore can afford to say "yes" to customers having to accommodate to workers who can only speak mandarin, and having to pay 10% service charge for it? Why should Singaporeans pay for lousy service?
b) "Implementing such a rule will eliminate those able to give good service but not privileged enough to learn the language."
Being able to communicate with a customer in the customer's language is a vital part of providing good service. Service provided by a mute person who can understand me in English is better than a person who can only speak Mandarin but cannot or will not communicate with me.
c) "By the time they finish (with long working hours), they are too tired to attend any courses."
An individual interested in applying for work permit in Singapore should be required to sit for an English test such as IELTS. For example - even if you are a labourer - in order to obtain work permit in Australia, "...Australian authorities require that you (work permit applicant) take the IELTS examination if you are not a native English speaker."
Singapore may not be a "native English speaking" country but English is one of the official languages of Singapore. The education system is in English, road signs are in English, and Parliament is conducted in English. If Singapore wants to continue to attract tourists, front-line staff must be able to speak good English. (and have some that speak French, Spanish, Japanese as well, to be "world class"
Good service is an experience provided to the customer by someone who:
a) can communicate in the language that the customer understands
b) has a pleasant personality (and smiles!)
c) is knowledgeable about the product/service he/she is providing
I had dinner with friends as Jumbo Seafood Restaurant at Dempsey Hill over the weekend. One of my friends asked "May we have a plate of steamed mantou?" - the waitress could not understand what he said, frowned and walked away.
Now, this restaurant is an an area where there are many expats and locals speaking a wide range of languages. Service staff should at least be effectively bilingual.
After all, our education system requires students to be bilingual - why should it be any less for foreigners coming here? Especially front line staff ?
Knowing at least one other language is very important for integration into a multiracial society. Singapore is a multi-lingual, multicultural, multiracial society. To have a group of people who only speak their own language and keep to themselves will end up in cultural and social isolation, forming groups that do not understand each other, become suspicious of each other and lead to disintegration of the society we will in.
We already see this - our parents generation could speak a smattering of Malay, chinese dialects etc and interacted with each other in the pasar (market) and kampong (village). Students graduating from the school system now although bilingual in English (sometimes barely) and mother tongue - do not speak another "official language". Often an ethnic chinese Singaporean student by the time he/she enters the workforce will only be able to speak English, Mandarin but not Malay/Tamil. Not even simple words to say hello, thank you, please. Words that can help form bonds in our multiracial society.
Lose these skills to our own peril
The gist of the article:
Employers are not keen on imposing an English entry test for foreign workers in front-line service jobs because:-
a) "Singapore cannot afford to say 'no' to foreign workers." Does that mean Singapore can afford to say "yes" to customers having to accommodate to workers who can only speak mandarin, and having to pay 10% service charge for it? Why should Singaporeans pay for lousy service?
b) "Implementing such a rule will eliminate those able to give good service but not privileged enough to learn the language."
Being able to communicate with a customer in the customer's language is a vital part of providing good service. Service provided by a mute person who can understand me in English is better than a person who can only speak Mandarin but cannot or will not communicate with me.
c) "By the time they finish (with long working hours), they are too tired to attend any courses."
An individual interested in applying for work permit in Singapore should be required to sit for an English test such as IELTS. For example - even if you are a labourer - in order to obtain work permit in Australia, "...Australian authorities require that you (work permit applicant) take the IELTS examination if you are not a native English speaker."
Singapore may not be a "native English speaking" country but English is one of the official languages of Singapore. The education system is in English, road signs are in English, and Parliament is conducted in English. If Singapore wants to continue to attract tourists, front-line staff must be able to speak good English. (and have some that speak French, Spanish, Japanese as well, to be "world class"
Good service is an experience provided to the customer by someone who:
a) can communicate in the language that the customer understands
b) has a pleasant personality (and smiles!)
c) is knowledgeable about the product/service he/she is providing
I had dinner with friends as Jumbo Seafood Restaurant at Dempsey Hill over the weekend. One of my friends asked "May we have a plate of steamed mantou?" - the waitress could not understand what he said, frowned and walked away.
Now, this restaurant is an an area where there are many expats and locals speaking a wide range of languages. Service staff should at least be effectively bilingual.
After all, our education system requires students to be bilingual - why should it be any less for foreigners coming here? Especially front line staff ?
Knowing at least one other language is very important for integration into a multiracial society. Singapore is a multi-lingual, multicultural, multiracial society. To have a group of people who only speak their own language and keep to themselves will end up in cultural and social isolation, forming groups that do not understand each other, become suspicious of each other and lead to disintegration of the society we will in.
We already see this - our parents generation could speak a smattering of Malay, chinese dialects etc and interacted with each other in the pasar (market) and kampong (village). Students graduating from the school system now although bilingual in English (sometimes barely) and mother tongue - do not speak another "official language". Often an ethnic chinese Singaporean student by the time he/she enters the workforce will only be able to speak English, Mandarin but not Malay/Tamil. Not even simple words to say hello, thank you, please. Words that can help form bonds in our multiracial society.
Lose these skills to our own peril
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