CHAPTER I

INTRODUCTION

English is one of the abilities we must have when we have started working, both in
large and small companies. The English language skills that are most used when working is
the ability to speak. With these English skills, the workers will be easier to serve every
customer who comes, especially customers from abroad. One of the jobs that we often
encounter is cashiers. The word cashier means someone who handles "cash" and other types
of money in a shop, store, restaurant, bank or other business. Cashiers do much more than
accept payment for purchases. They also handle customer complaints, direct customers to
products, and share product knowledge. Some cashiers are also responsible for food
preparation and cleaning. Some companies use other terms for cashiers including: clerk,
customer service representative (CSR), sales associate and teller.

In this paper, this course consists of cashier for fast food restaurants, especially in the
Bengkulu city. This kind of food is very popular among the people because the price is
relatively cheap and the comfortable place. Almost every day, the cashier in a fast food
restaurant is always visited by many people both from within or outside area in Bengkulu and
even foreign tourists. Of course this case must be considered by the fast food restaurant
cashiers about how they can communicate with these foreign people. In this case, at least they
can communicate fluently and can understand what the foreign customers are saying.

For this reason, on this occasion, the author would like to design a ESP course about
"English For Fast Food Restaurant Cashier in Bengkulu City" to make it easier for cashier
workers to communicate with their customers from abroad. This course contains some
learning materials related to cashiers job, starting from greeting, offering the menu, cashier
transactions; handle the customer’s complaint, cashier vocabularies and expression of
thanking.

Through this course, it is expected that cashier workers in fast food restaurants,
especially in Bengkulu City, can:

1. Improve the speaking and listening skills to fulfill the requirement of fast food
restaurant cashier’s communication with foreign visitors.
2. Enable to use a variety of strategies for contact with those from other cultures.

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 CHAPTER II

PROCESS OF DESIGNING THE COURSE

2.1 Finding Specific Context

The English course had 10-15 cashier trainers in a class consist of male and female.
The class with a small number of students is expected to help the teacher to be able to see
for each learners equally and be able to see their abilities personally. The cashier trainers
were came from a variety of fast food restaurant place in Bengkulu City at the age cohort
of (20-25). They were all experienced. They are had worked in fast food restaurant for at
least one year. The workers had a generally proficiency in English and in this course
they will develop their skill, especially in speaking and listening. The purpose of the
English lesson was to support their job in communication skill.

When teaching the course, the teacher will use English in the class and the learners
can use their native language sometimes. At the first time, the English course will shows
part of the introduction to the course book that will be used. The introduction explains
the aim of the course and show how the ESP course itself, English language lesson that
related to the aim of the course.

For teacher or ESP developer, first they will learn and observe everything about
restaurant cashier. To arrange the course material and the way they are will teach, the
teacher should have many references both from the source book or by observe directly
how the customer and the cashier doing conversation. Because of the cashier trainers
come from different fast food restaurant and different environment, so the teacher should
make the material that really appropriate and useful for every cashier workers.

2.2 Investigating Needs

In this course, the cashier trainers might need to understand the particular term that
use in the fast food restaurant, how to communicate with the customers and they need to
know the grammar structure that related to their job as a cashier. This course is needed
by fast food restaurant cashier for work. They learn the language to improve their skill in
communication especially for the foreign customers. So, in this course, they expected to
be able to communicate fluently using expression that they have learned.

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 Because of the cashier trainers in this course have different needs, so the designer
will need short time to prepare the course in advance of teaching it by asking what they
need to learn and how long the lesson will be held. In this case, the designer will try to
find the innovative way to teach them by the time limit that has agreed, so they can apply
it for their job directly.

Although the cashier trainers were able to identify an area of communicative need,
they were not language specialists (they not able to identify which aspects of language
use that they need for communicate to the customers). Identifying the source of problem
became the task of the ESP teacher along with proving the appropriate material. In
language use they will learn how to handle the complaint from the customers, cashier
transactions and cashiers vocabulary.

During the learning process took place, there are some activities that will do by the
cashier trainers. The teacher will sat in on role play about how to greeting the customers
until the ending of conversation between them. The trainers will divided into group that
consist of 2 person. One person will played the role as cashier and the other will played
as customer . They will play the role by turns. The teacher will giving feedback to the “
cashier”, about how clearly the “cashier” told to the customers, the information that they
gave or how the way “cashier” response the questions that the actors said to them.

Besides the role play, they will also learn about the grammar and how to pronounce
the words by hearing the audio. It will help them to improve their listening skill at the
same time. At the end of the course, the trainers will get a final project in a group of 3 to
make a video conversation about “cashier transactions and service” based on what they
have learn before.

2.3 Investigating Discourse

As described above, the ESP course should focus on how to communicate, from
greeting, offering the menu, cashier transactions, handle the customer’s complaint,
cashier vocabularies and expression of saying thank you to ending the conversation.

1. Greeting
In the first meeting they will discuss about the material that they need with the
teachers and what activities that will be held during the course. The teacher also
explain about the introduction in the course book.

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 2. Cashier transaction
Dealing with money can be stressful. It is easier to make mistakes when
transactions are not in your native language. In this course, the cashier trainers will
learn about how to get conversation with the customers that using cash transaction or
credit card transaction. Therefore, there has different expression that will be applied.
3. Cashier vocabularies
In this course, the cashier trainers will give some “particular term” that related
to their job. For the example:
Change : The money that you give back to the customers
Cash : Paper or coin money that the customer gives for payment
Bar code : A series of lines that a computer reads to determine the product and
price
Register tape : The paper that goes into the cash register and provides a printed
record of all transactions
4. Handling the complaint
In job, we often found the complaint from the customers, such as a bad service.
In this case, the fast food cashier should be able to handle the customers complaint
using a good expression and respond the complaint with suave. So, in this course they
will learn about how to responding the customers complaint and how to apologize to
them, especially for foreign customers.
5. Thanking
This is the last material that will be learned by the fast food cashier trainers. In
this part, they will learn how to ending the conversation with their customers.

2.4 Design The Course And Material

Time run : 3 months

Meeting : 12 times

Time allocation : Every Saturday at 09.00- 10.30 am

Meeting Topic Time allocation

1-2 Greeting 2 x 90 minutes
3-4 Cashier vocabularies and offering menu 2 x 90 minutes
5-6 Cashier transactions 2 x 90 minutes

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 7-8 Customers service expressions 2 x 90 minutes
9-10 Handle the complaint 2 x 90 minutes
11-12 Thanking 2 x 90 minutes

 Course Design Guidance:

No Unit Specific Goals Skill Example of material

1 Cashier  The learners are able to  Reading  Expression of offering
Vocabularies know about vocabulary or  Listening menu:
and offering particular term that  Speaking - “ Do you want a
menu related to fast food medium Pepsi?
restaurant cashiers - “ how about the
 The learners are able to coffee latte?
using the expression of
offering the menu
2 Cashier  The learner can determine  Reading  Expression of cash
Transactions the expression that used  Listening transaction
for cashier transactions  Speaking  Expression of credit
and how to pronounce it card transaction
correctly.

 The learners can know the

kind of the cashier
transactions in fast food
restaurant
3 Customers  the learner can know how  Reading  Expression about how
service to make polite, friendly,  Listening to serve your customer
expression and helpful conversation  Speaking ( put a smile, greeting
to the customers ( put a friendly, and using
smile) polite language)

4 Handle the  The learner can know how  Reading  Expression of handling
complaint to responding the  Listening complaint

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 complaint from the
customers using a good
expression
 The learner can practice
the way to complaint to
the customers
5 Thanking  The learner can know the
expression to ending the
conversation in the fast
food restaurant
 The learner can determine
the appropriate expression
for saying to the customer.
 Speaking - “oh, I’m sorry to
hear that, would you
like…..?
- “well, I’d like to
make it up to you”.
 Reading Expression of thanking
 Listening
- “Thank you, see you
 Speaking again.”
- “ Thank you Mrs.
enjoy your meal”
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2.6 Responding To Difficulties And Constraints

In the development of English course for fast food restaurant cashier, there are 2
difficulties that faced by the teacher or ESP developer, such as :

1. ESP teacher was not cashier trained.

In this case, the teacher also on a steep learning to developing their understanding
about cashier discourses. The teacher thus focused entirely on language use. Although
the teacher had the language knowledge to analyze language use in the communication,
their lack of cashier training prompted to continually check their understanding of
communication with the domain experts. To overcome this problem, the teacher can
should made a contacts with the professional trainers to help the ESP teacher gain access
and permission to be able to see directly the communication process that carried out by
the cashier with their customers in the fast food restaurant. Of course, it is not only done
once but for a certain period of time to make the teacher can find out more about the
cashier's work. At least, with this way the teacher can know exactly about the cashier’s
work not only about their knowledge of language use.

2. Finding authentic source materials.

The ESP teacher/ course developer also difficult to find the appropriate source
materials that will be used. It happen because, many source book consist about restaurant
workers as general to as specific one. To overcome this problem, the teacher or ESP
developer can make a directly consult with the professional trainers in this field of cashier
about the course materials or the teacher can find through the internet although it is not
many. Because of that, this course material needed many times to make as a course book.

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 CHAPTER III

SUMMARY

In this course, the material is focused on the developing communication skill for fast
food restaurant cashier in Bengkulu City. The need for the ESP course in this case arose from
the observations that made before the ESP teacher approached. This course also provide some
topic and exercises that related to the cashier worker. The class activities that will be held
during the learning process such as role play, listening to the audio, presentation and speaking
practice. Although the teacher or ESP developer had language knowledge to analyze
language use in the cashier communication, the teacher lack of cashier training and difficult
to finding the appropriate materials. So, to make this course goes well, the teacher or ESP
developer should made a contacts with the professional trainers to help the ESP teacher gain
access and obtain the appropriate customer and cashier workers' consent and permission to
observe cashier conversation with their customers in fast food restaurant.

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2.5 The Sample Unit Of The Textbook

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 Learning objectives:

 Student can determine the expression that used for

cashier transactions and how to pronounce it correctly

2. In pairs, the students can practice the expression for

chasier transactions in front of the class using the short
conversation.

3. Students can complete the conversation about chasier

transactions based on the audio that they have heard

Here are some expressions to use on the job. Practice them with a friends:

 Do you have a discount card today?

 Are you using any coupons today?
 Will that be cash or charge?
 Your total comes to 65.000 IDR. From 70.000 IDR...and here's 5.000 IDR change.
 Will that be cash or charge?
 Would you like your receipt in the bag?

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 1. SAMPLE CASH TRANSACTION :

Cashier : Hello. What do want to order ?

Customer : I want to order 1 iced honey coffee latte and 2 packs of cheeseburger.

Cashier : Okay. Your total comes to 45.000 IDR (say " forty five thousands rupiah)

Customer : Can you break a fifty? I'm afraid I don't have anything smaller.

Cashier : No problem. From fifty… 5000 IDR is your change. (Say "five thousand
rupiahs)

Customer : Thank you.

Cashier : Thank you. See you again.

2. SAMPLE CREDIT CARD TRANSACTION

Cashier: Here is your order, sir. Two barbeque chicken wings. Will there be anything else?

Customer: No, that's great thanks.

Cashier: Okay. Will that be cash or charge today?

Customer: Charge.

Cashier: Okay. Please swipe your card in the machine...Sorry, can you try again please.

Customer: Is there a problem with my card?

Cashier: No, it's going through fine this time. I'll just need you to sign here, please. Customer:
There you go.

Cashier: Thank you Mr. Bates. Enjoy your food!

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listen to the dilogues and complete the conversation below !

Dialogue 1

Cashier : Welcome, _________________?

Customer : I would like to get a _________________.
Cashier : Would you like everything on it?
Customer : I would like __________________, thank you.
Cashier : Do you want _______________?
Customer : Let me get some large ___________.
Cashier : Can I get you ___________ to drink?
Customer : Sure, how about a medium __________?
Cashier : Is that everything?
Customer : That'll be all. Thanks.
Cashier : You're welcome, and your total is _________.
Customer : Thank you. Here you go.

Dialogue 2

Cashier : What can I get for you?

Customer : Hello, ___________ a double cheeseburger?
Cashier : ________ everything on it?
Customer : That sounds great.
Cashier : Did you want fries with your order?
Customer : ___________get a large order of curly fries?
Cashier : Did you want something to drink?
Customer : _________ a medium Pepsi.
Cashier : _________________ anything else?
Customer : No, thank you. That's it.
Cashier : No problem, that'll be $5.48.
Customer : Thanks a lot. ______________.

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 REFERENCES

Hutchinson, T. & Waters, A. (1987). English for Specific Purposes: A leaning-centred

Approach. Cambridge: Cambridge University Press.

Barturkmen, H. (2010). Developing Courses in English for Specific Purposes. New Zealand:
Palgrave Macmillan.

Talalla, R. (2008). English for Restaurant Workers. Compass Publishing.

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 APPENDIX

Audio transcript in chapter 4

 Dialogue 1
Cashier : Welcome, what would you like to order?
Customer : I would like to get a double cheeseburger.
Cashier : Would you like everything on it?
Customer : I would like everything on it, thank you.
Cashier : Do you want any fries?
Customer : Let me get some large curly fries.
Cashier : Can I get you anything to drink?
Customer : Sure, how about a medium pepsi?
Cashier : Is that everything?
Customer : That'll be all. Thanks.
Cashier : You're welcome, and your total is $5.48.
Customer : Thank you. Here you go.
 Dialogue 2
Cashier : What can I get for you?
Customer : Hello, may I have a double cheeseburger?
Cashier : With everything on it?
Customer : That sounds great.
Cashier : Did you want fries with your order?
Customer : May I get a large order of curly fries?
Cashier : Did you want something to drink?
Customer : Get me a medium Pepsi.
Cashier : Would you like anything else?
Customer : No, thank you. That's it.
Cashier : No problem, that'll be $5.48.
Customer : Thanks a lot. Keep the change.

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