Филологические науки/7. Язык, речь, речевая коммуникация

к.ф.н. Тунникова В.А.

Лышевская К.И.

Ростовский Государственный Экономический Университет

Россия

Problems of Communication in English at the Service Establishments Aroused by the 2018 FIFA World Cup Russia

The article deals with problems in English Communication in Service Establishments. The text gives a detailed analysis of the problem of communication related to the 2018 FIFA World Cup Russia. It is dealt with methods for solving problems that can arise in the future. Much attention is given to language. A list of recommended phrases that will help start of communication service and foreign clients is described in short.

Keywords: Service Establishments, staff, a guest, communication, 2018 FIFA World Cup Russia, football fans, a service, language barrier.

The urgency of the infrastructure institutions development in Rostov-on-Don depend, primarily, on the World Cup in 2018 running. It is no secret that this event will entail a large influx of foreign tourists to the city.

According to statistics, football fans are half the population of the Earth since the age of 10 years. There is the following statistics, broken down into groups:

• Active and moderate fans (14%).

• Passive fans(14%).

• Sympathetic to the football(21%).

• Neutral related to football (24%).

• Negatively related to football (26%).

Active fans who are fans not only on TV screens but also, with relative frequency attend the matches to view them at the stadium, occupy a share of 14%, according to the website the championship.com[3].

Dense statistics of active football fans, says that it is necessary to improve services for foreign guests in Rostov-on-Don now. One of the main problems in service and entertainment industry is the lack of staff speaking the international language fluently.

When applying for a job that is related to customer service, only some service companies such as hotels pay attention to knowledge of the English language. Other employers sidestep the issue.

If the inflow of foreign tourists in Rostov-on -Don was not an ordinary phenomenon, now for the World Cup the number of foreigners visiting our city will increase several times.

Foreign guests have visited our city, and left their first claims.

First, the absence of signboards and signs in English.

Second, only few guides speaking foreign language fluently.

These are only initial and superficial problems that were identified. Foreign guests have to face similar kind of difficulties almost at every step.

Director of the city Department of economy Svetlana Kambulova in her interview to the newspaper "Arguments and facts" says that all developing that will help tourists to move freely and interact with others are running in our city now in full measure. There is an active training of city guides, with more emphasis on English language training. The two main groups for training are open in DGTU and SFU. The signs for museums have been already ordered[2].

Besides that it is necessary to order the English signs, Rostov institutions and facilities should mark their location on Google maps in a foreign language, and create a page on their website with a description in English, etc.

The language barrier is an important problem both for future travelers and tourists visiting our country at the moment.

Based on his research, Camara Ishacka revealed in his article "Foreign students in Russia: the problem of adaptation" that the language barrier is one of the acute problems of foreigners residence in Russia. About 79, 8 % arises the problem of cultural and linguistic barriers in communicating with locals[1].

Now the procedure of hotels and restaurants accreditation is held in Rostov-on-Don. But, talking with one of the restaurant chains manager the author of this article found that there are not any clear advice and guidance for staff on the occasion of the world Cup in 2018. Trainings courses are planning in the future.

Lack of English speaking staff will course a lot of difficulties. The client will not be able to deal with the staff, which definitely will leave a negative impact. That is why it is recommended to hire at least administrator with knowledge of the English language. Best of all in this situation is to send the staff to the language courses that will help to create a comfortable environment for foreign visitors, and ultimately increase revenue

In addition to knowing at least the basics of spoken English id est to have "English Elementary", it is recommended to order a menu set out in the international language that will also provide comfort time for the guest in the institution. Not least the question of tourists getting around the city.

Urban transport is not yet equipped with routes set out in English. There are no signs with the route even in Russian at the stops. But lots of taxi companies have already established their mobile application through which one can order a car and make way. For example, such app is "Uber".

It should be noted that the draw for the teams that will play in Rostov-on-Don, has not taken place yet. From this draw the influx of tourists expected to our city will depend on.

The continents vary in percent of the fans. The first place for active fans is Latin America, where the percentage of active and moderate fans of the population are 30. The Europe (UEFA countries) – 22% are actively interested in football. In Asia, the number varies around 12%. In Africa, 9% of the population is actively rooting for their favorite teams. And in North America only 5% of the population so much interested in viewing such events lives.

After the draw one can imagine how great the flow of tourists is expected in Rostov-on -Don and how to prepare for the reception of guests best and whether to include in the signs, menus and other aspects of the materials in one more foreign language.

By now only a few steps that will create comfort for foreigners in the Rostov region in future have been made. The accreditation has passed and General rules for establishments have been established.

But still urgent and not resolved problem in our city is the communication with guests in various service businesses. This problem should be given the most attention while starting to prepare the staff and their institutions right now.

The authors of this article offer to introduce the phrases which will facilitate communication in English between the staff and clients. The phrases are divided into themes.

Booking a Table:

I would like to reserve a table;

A table for two people, please.

Ordering the Meal:

May I take your order?

We would like to see the menu-card;

Are you ready to order?

What would you like?

What will you have?

What is the specialty of the house?

What do you recommend?

I am a vegetarian. Have you any vegetarian dishes?

Does it contain eggs (dairy products)?

I am allergic to peanuts;

When will it be ready?

How does it taste?

More please;

What kinds of wine have you?

I would like a can of beer.

The Bill, Please!

May I have the bill?

How much do I owe you?

Put it on my bill, please;

Keep the change.

Bibliography:

1. Camara Ichaka. Foreign students in russia: problems of social adaptation. Journal of Theory and practice of social development, 2012, vol. 82 no 8. Available at: http://teoria-practica.ru/rus/files/arhiv_zhurnala/2012/8/sоciоlоgiyа/camara.pdf

2. Колбасин В. How do you do? What claims expressed foreigners to Rostov before the 2018 World Cup. Journal of Arguments and Facts Rostov-on-Don, 2016. Available at: http://www.rostov.aif.ru/sport/football/how_do_you_do_kakie_pretenzii_vyskazali_inostrancy_k_rostovu_pered_chm-2018 (Accessed 11 October 2016).

3. Корытов С. Popularity of football in the world and in Russia. Journal of Championat.com, 2009. Available at: https://www.championat.com/football/article-40047-populjarnost-futbola-v-mire-i-v-rossii.html (Accessed 24 September 2009).