AN ANALYSIS OF TOURISM WORKERS' LANGUAGE GAPS BETWEEN VERBAL AND NON-VERBAL COMMUNICATION AT TOURISM DESTINATIONS IN MAKASSAR CITY
Keywords:
Language Gaps, Verbal and Non-Verbal Communication, cross-cultural interactions, non-verbal awarenessAbstract
This study investigated the language gaps between verbal and non-verbal communication among tourism workers at two major tourist destinations in Makassar City: Samalona Island and Fort Rotterdam. The primary aim is to analyze the characteristics and aims to examine how these workers perceive and handle communication challenges. Using a qualitative method, the data was collected through unstructured interviews and field notes observations involving 6 tourism workers at each site. The findings reveal that language gaps frequently occur due to limited English proficiency, unclear expressions, and inconsistencies between verbal language and non-verbal cues such as gestures, facial expressions, and body movements. These mismatches often lead to miscommunication, confusion, or reduced tourist satisfaction, especially in cross-cultural interactions. The study also found that many tourism workers are unaware of how cultural differences influence the interpretation of body language and spoken messages. Therefore, this research highlights the importance of enhancing non-verbal awareness, cross-cultural sensitivity, and communication competence through targeted and continuous training. Such improvements are essential to ensure effective interaction, better tourist experiences, and professional growth within the tourism sector.
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