4. BACKGROUND OF THE STUDY
In a rapidly changing and interconnected world,
effective communication abilities are crucial in nearly
all aspects of professional life. Clear, empathetic, and
persuasive communication is especially vital in the
realm of customer service, where organizations depend
on frontline employees to represent their brand and
nurture long-lasting client relationships.
5. This research delves into the
intersection of education and
practical application, focusing on a
specific case, Davis (2022).
6. PURPOSE OF THE STUDY
The purpose of this study is to identify
how communication skills were used in
customer service by the participants and
how they were utilized in their workplace
and what are the challenges they have
encountered.
7. The significance of this study is to
evaluate the effective communication
skills and how crucial it is in
understanding and meeting customer
needs like entertaining, addressing
concern and asking questions.
SIGNIFICANCE OF THE STUDY
8. What are the common challenges that
working students face in their
communication skills?
Research Questions
1
2 How did the BSED English working students
use their communications skills in their job?
10. THEORETICAL LENS
This theory revolves around the
concept of communication
competence, which can be seen as
a vital skill in interpersonal
communication.
COMMUNICATION COMPETENCE THEORY
. SPITZBERG & CUPACH (2014)
11. The research on working students
communication skills can stand out
by focusing solely on the working
students, providing insights into their
unique challenges compared to full-
time students and to evaluate how
communication skills are utilized
inside the workplace.
Research Gap
12. In line with this, the researchers will be
able to grasp the different approaches or
techniques used in dealing with customers
and how to enhance it to have better
communication.
14. This research will use a qualitative
research design, it will focus only on
the BSED English working students of
Holy Trinity College of General Santos
City who have the experience working
in customer service.
RESEARCH DESIGN
15. EPISTEMOLOGICAL ASSUMPTION
Aurelios (2016) "Meditations" explores the
relationship between human cognition and
experience.
PHILOSOPHICAL ASSUMPTIONS
ONTOLOGICAL ASSUMPTIONS
In a shared reality, people coexist, each
possessing their unique thoughts, perceptions, and
interpretations.
16. METHODOLOGICAL ASSUMPTIONS
In the process of conducting this research, the
initial approach involved beginning with concrete
details, subsequently progressing towards broader
generalizations.
17. RESEARCH LOCALE
The primary aim of this research is to
gain a comprehensive understanding of
specific aspects related to the BSED
English program at Holy Trinity College of
General Santos City for the academic
year 2023-2024.
18. The study targeted selection of eight students (8),
representing a cross-section of the program, will
provide valuable insights, opinions, and data that
will be instrumental in answering the research
questions and achieving the study obiectives.
19. RESEARCH INFORMANTS
Purposive sampling, as the chosen method for
participant selection, indicates that the researchers
are carefully handpicking individuals who possess
relevant experiences, perspectives, or knowledge
that can contribute meaningfully to the study.
