<p>Language diversity continues to create a language barrier to international tourism. Tourists from non-English speaking countries face a language barrier in South Africa and this affects their experiences in the country. Measuring and understanding something of this challenge is the purpose of this study. The focus is on how the tourism industry in Cape Town uses languages to sell and promote the city internationally. The study investigates procedures, strategies, and policies adopted by the tourism industry in Cape Town to cater for tourists from across the world. In addition, the study also investigates how tourists from non-English speaking countries adapt linguistically to cope with their stay in Cape Town. The study targeted both tourism organisations and international tourists who use tourist facilities in most popular tourist areas in Cape Town. Both primary and secondary data were collected. Convenience sampling was used to select both tourism service providers and tourists. To enhance validity, reliability, and accuracy, various tools have been deployed to collect the data. Primary data were collected from both tourism service providers and international tourists using questionnaires, interviews, photographs and observations. Secondary data collection involved observations of public signage as well as analysis of electronic and printed promotional materials such as brochures, guidebooks, menus, newspapers and websites. Collected data were captured in spread sheets to enable descriptive analysis of tourists&rsquo / languages and of language use in tourism organisations in different of forms of niche tourism in Cape Town. Survey results reveal that a little more than half of all surveyed tourism organisations in Cape Town sell and promote their products using only South African languages including English whilst a minority sell and promote their products using English coupled with foreign languages. The majority of multilingual staff in those surveyed tourism organisations who have adopted multilingualism are working part-time or employed temporarily. In addition, results also indicate that English dominates other languages in public signs and printed and electronic promotional publications used by surveyed tourism organisations in Cape Town. Foreign languages are used most in tour operations and travel agencies sector whilst South African languages dominate in accommodation and restaurants sectors. On the other hand the research shows that a big proportion of foreign tourists in Cape Town were able to speak English and other foreign languages. The research shows that the majority of tourists from non-English speaking countries are more interested in learning foreign languages compared with their counterparts from English speaking countries. Only less than a quarter of all surveyed tourists from non-English speaking countries in Cape Town are monolingual in their home languages. These tourists struggle to communicate with service providers in Cape Town. Translators and gestures were used by non-English speaking tourists as a way of breaking down communication barriers in Cape Town. Contrarily, a big proportion (two thirds) of all surveyed tourists from English speaking countries in Cape Town does speak only English. Foreign tourists in Cape Town speak tourism service providers&rsquo / language rather than tourism service providers speaking tourists&rsquo / languages. The majority of tourism service providers in Cape Town are reluctant to learn foreign languages and to employ multilingual staff. This means that most tourism organisations sell and market their product in English only. Other South African languages such as Afrikaans and Xhosa are used frequently in informal communication in the tourism industry in Cape Town. Seemingly, Afrikaans dominates Xhosa in all forms of tourism except in township tourism where the majority of service providers are Xhosa-speakers. To market and promote Cape Town internationally, the tourism industry in Cape Town should employ multilingual staff who can communicate in tourists&rsquo / native languages. Multilingualism should be practised in all tourism sectors rather than in one or few sectors because all tourism sectors compliment each other in meeting customer&rsquo / s satisfaction. Failure in one tourism sector may affect other tourism sectors&rsquo / performance.</p>

<p>Language diversity continues to create a language barrier to international tourism. Tourists from non-English speaking countries face a language barrier in South Africa and this affects their experiences in the country. Measuring and understanding something of this challenge is the purpose of this study. The focus is on how the tourism industry in Cape Town uses languages to&nbsp / sell and promote the city internationally. The study investigates procedures, strategies, and policies adopted by the tourism industry in Cape Town to cater for tourists from across the world. In addition, the study also investigates how tourists from non-English speaking countries adapt linguistically to cope with their stay in Cape Town. The study targeted both tourism organisations&nbsp / and international tourists who use tourist facilities in most popular tourist areas in Cape Town. Both primary and secondary data were collected. Convenience sampling was used to select&nbsp / both tourism service providers and tourists. To enhance validity, reliability, and accuracy, various tools have been deployed to collect the data. Primary data were collected from both tourism service providers and international tourists using questionnaires, interviews, photographs and observations. Secondary data collection involved observations of public signage as well as&nbsp / analysis of electronic and printed promotional materials such as brochures, guidebooks, menus, newspapers and websites. Collected data were captured in spread sheets to enable&nbsp / descriptive analysis of tourists&rsquo / languages and of language use in tourism organisations in different of forms of niche tourism in Cape Town. Survey results reveal that a little more than half of&nbsp / all surveyed tourism organisations in Cape Town sell and promote their products using only South African languages including English whilst a minority sell and promote their products using&nbsp / English coupled with foreign languages. The majority of multilingual staff in those surveyed tourism organisations who have adopted multilingualism are working part-time or employed&nbsp / temporarily. In addition, results also indicate that English dominates other languages in public signs and printed and electronic promotional publications used by surveyed tourism organisations in Cape Town. Foreign languages are used most in tour operations and travel agencies sector whilst South African languages dominate in accommodation and restaurants&nbsp / sectors. On the other hand the research shows that a big proportion of foreign tourists in Cape Town were able to speak English and other foreign languages. The research shows that the&nbsp / majority of tourists from non-English speaking countries are more interested in learning foreign languages compared with their counterparts from English speaking countries. Only less than a&nbsp / quarter of all surveyed tourists from non-English speaking countries in Cape Town are monolingual in their home languages. These tourists&nbsp / struggle to communicate with service providers in Cape Town. Translators and gestures were used by non-English speaking tourists as a way of breaking down communication barriers in Cape Town. Contrarily, a big proportion (two thirds) of&nbsp / all surveyed tourists from English speaking countries in Cape Town does speak only English. Foreign tourists in Cape Town speak tourism service providers&rsquo / language rather than tourism&nbsp / service providers speaking tourists&rsquo / languages. The majority of tourism service providers in Cape Town are reluctant to learn foreign languages and to employ multilingual staff. This means&nbsp / that most tourism organisations sell and market their product in English only. Other South African languages such as Afrikaans and Xhosa are used frequently in informal communication in the&nbsp / ourism industry in Cape Town. Seemingly, Afrikaans dominates Xhosa in all forms of tourism except in township tourism where the majority of service providers are Xhosa-speakers. To market and promote Cape Town internationally, the tourism industry in Cape Town should employ multilingual staff who can communicate in tourists&rsquo / native languages. Multilingualism should&nbsp / be practised in all tourism sectors rather than in one or few sectors because all tourism sectors compliment each other in meeting customer&rsquo / s satisfaction. Failure in one tourism sector may&nbsp / affect other tourism sectors&rsquo / performance.</p>

<p>Language diversity continues to create a language barrier to international tourism. Tourists from non-English speaking countries face a language barrier in South Africa and this affects their experiences in the country. Measuring and understanding something of this challenge is the purpose of this study. The focus is on how the tourism industry in Cape Town uses languages to sell and promote the city internationally. The study investigates procedures, strategies, and policies adopted by the tourism industry in Cape Town to cater for tourists from across the world. In addition, the study also investigates how tourists from non-English speaking countries adapt linguistically to cope with their stay in Cape Town. The study targeted both tourism organisations and international tourists who use tourist facilities in most popular tourist areas in Cape Town. Both primary and secondary data were collected. Convenience sampling was used to select both tourism service providers and tourists. To enhance validity, reliability, and accuracy, various tools have been deployed to collect the data. Primary data were collected from both tourism service providers and international tourists using questionnaires, interviews, photographs and observations. Secondary data collection involved observations of public signage as well as analysis of electronic and printed promotional materials such as brochures, guidebooks, menus, newspapers and websites. Collected data were captured in spread sheets to enable descriptive analysis of tourists&rsquo / languages and of language use in tourism organisations in different of forms of niche tourism in Cape Town. Survey results reveal that a little more than half of all surveyed tourism organisations in Cape Town sell and promote their products using only South African languages including English whilst a minority sell and promote their products using English coupled with foreign languages. The majority of multilingual staff in those surveyed tourism organisations who have adopted multilingualism are working part-time or employed temporarily. In addition, results also indicate that English dominates other languages in public signs and printed and electronic promotional publications used by surveyed tourism organisations in Cape Town. Foreign languages are used most in tour operations and travel agencies sector whilst South African languages dominate in accommodation and restaurants sectors. On the other hand the research shows that a big proportion of foreign tourists in Cape Town were able to speak English and other foreign languages. The research shows that the majority of tourists from non-English speaking countries are more interested in learning foreign languages compared with their counterparts from English speaking countries. Only less than a quarter of all surveyed tourists from non-English speaking countries in Cape Town are monolingual in their home languages. These tourists struggle to communicate with service providers in Cape Town. Translators and gestures were used by non-English speaking tourists as a way of breaking down communication barriers in Cape Town. Contrarily, a big proportion (two thirds) of all surveyed tourists from English speaking countries in Cape Town does speak only English. Foreign tourists in Cape Town speak tourism service providers&rsquo / language rather than tourism service providers speaking tourists&rsquo / languages. The majority of tourism service providers in Cape Town are reluctant to learn foreign languages and to employ multilingual staff. This means that most tourism organisations sell and market their product in English only. Other South African languages such as Afrikaans and Xhosa are used frequently in informal communication in the tourism industry in Cape Town. Seemingly, Afrikaans dominates Xhosa in all forms of tourism except in township tourism where the majority of service providers are Xhosa-speakers. To market and promote Cape Town internationally, the tourism industry in Cape Town should employ multilingual staff who can communicate in tourists&rsquo / native languages. Multilingualism should be practised in all tourism sectors rather than in one or few sectors because all tourism sectors compliment each other in meeting customer&rsquo / s satisfaction. Failure in one tourism sector may affect other tourism sectors&rsquo / performance.</p>

<p>Language diversity continues to create a language barrier to international tourism. Tourists from non-English speaking countries face a language barrier in South Africa and this affects their experiences in the country. Measuring and understanding something of this challenge is the purpose of this study. The focus is on how the tourism industry in Cape Town uses languages to&nbsp / sell and promote the city internationally. The study investigates procedures, strategies, and policies adopted by the tourism industry in Cape Town to cater for tourists from across the world. In addition, the study also investigates how tourists from non-English speaking countries adapt linguistically to cope with their stay in Cape Town. The study targeted both tourism organisations&nbsp / and international tourists who use tourist facilities in most popular tourist areas in Cape Town. Both primary and secondary data were collected. Convenience sampling was used to select&nbsp / both tourism service providers and tourists. To enhance validity, reliability, and accuracy, various tools have been deployed to collect the data. Primary data were collected from both tourism service providers and international tourists using questionnaires, interviews, photographs and observations. Secondary data collection involved observations of public signage as well as&nbsp / analysis of electronic and printed promotional materials such as brochures, guidebooks, menus, newspapers and websites. Collected data were captured in spread sheets to enable&nbsp / descriptive analysis of tourists&rsquo / languages and of language use in tourism organisations in different of forms of niche tourism in Cape Town. Survey results reveal that a little more than half of&nbsp / all surveyed tourism organisations in Cape Town sell and promote their products using only South African languages including English whilst a minority sell and promote their products using&nbsp / English coupled with foreign languages. The majority of multilingual staff in those surveyed tourism organisations who have adopted multilingualism are working part-time or employed&nbsp / temporarily. In addition, results also indicate that English dominates other languages in public signs and printed and electronic promotional publications used by surveyed tourism organisations in Cape Town. Foreign languages are used most in tour operations and travel agencies sector whilst South African languages dominate in accommodation and restaurants&nbsp / sectors. On the other hand the research shows that a big proportion of foreign tourists in Cape Town were able to speak English and other foreign languages. The research shows that the&nbsp / majority of tourists from non-English speaking countries are more interested in learning foreign languages compared with their counterparts from English speaking countries. Only less than a&nbsp / quarter of all surveyed tourists from non-English speaking countries in Cape Town are monolingual in their home languages. These tourists&nbsp / struggle to communicate with service providers in Cape Town. Translators and gestures were used by non-English speaking tourists as a way of breaking down communication barriers in Cape Town. Contrarily, a big proportion (two thirds) of&nbsp / all surveyed tourists from English speaking countries in Cape Town does speak only English. Foreign tourists in Cape Town speak tourism service providers&rsquo / language rather than tourism&nbsp / service providers speaking tourists&rsquo / languages. The majority of tourism service providers in Cape Town are reluctant to learn foreign languages and to employ multilingual staff. This means&nbsp / that most tourism organisations sell and market their product in English only. Other South African languages such as Afrikaans and Xhosa are used frequently in informal communication in the&nbsp / ourism industry in Cape Town. Seemingly, Afrikaans dominates Xhosa in all forms of tourism except in township tourism where the majority of service providers are Xhosa-speakers. To market and promote Cape Town internationally, the tourism industry in Cape Town should employ multilingual staff who can communicate in tourists&rsquo / native languages. Multilingualism should&nbsp / be practised in all tourism sectors rather than in one or few sectors because all tourism sectors compliment each other in meeting customer&rsquo / s satisfaction. Failure in one tourism sector may&nbsp / affect other tourism sectors&rsquo / performance.</p>

Grâce à une observation ethnographique menée durant trois ans sur trois terrains d’étude différents (une agence d’architecture, une organisation intergouvernementale et un réseau social professionnel), et à partir d’une approche inspirée de l’analyse conversationnelle (Schegloff, Jefferson et Sacks, 1974)d’inspiration ethnométhodologique (Garfinkel, 1967), notre recherche vise à repérer les « méthodes » qu’utilisent les membres afin de se coordonner dans la résolution des problèmes, dans la prise de décision et dans la co-élaboration des solutions professionnelles en mobilisant pour ce faire plusieurs ressources langagières.Lorsque l’on parle de « plurilinguisme » en milieu professionnel, la question sur ses conséquences en tant que ressource ou obstacle est souvent posée. Loin de considérer la diversité linguistique comme un phénomène pré-existant à l’interaction dans des espaces professionnels internationaux, nous essayerons d’approcher cette « diversité » à partir d’une perspective analytique endogène. C’est pourquoi dans le cadre du projet européen Dynamiques des Langues et Gestion de la diversité (DYLAN), la présente thèse s’intéresse avant tout au caractère contraignant ou non du plurilinguisme pour l’accomplissement d’une activité. À cet égard, nous étudierons la manière dont les acteurs sociaux se servent des ressources langagières plurilingues pour organiser leurs actions (Mondada, 2007) et participer chacun à sa manière aux activités communicatives et traiter par là même des difficultés dues à l’utilisation d’une langue. C’est en tenant compte des limites de la dichotomie ressource ou obstacle que nous décrirons comment le plurilinguisme est une pratique ajustée aux contingences de la situation communicative d’où elle émerge.Nous nous intéressons particulièrement à l’analyse des événements de la parole où la co-existence de plusieurs « répertoires verbaux » (Gumperz, 1964) apparaît, soit comme un ensemble de ressources conversationnelles utilisées dans leur continuité linguistique, soit comme un problème résolu localement pour la progression de la communication. Dans cette thèse, nous avons identifié deux configurations principales du plurilinguisme en situation de travail. Il s’agit d’une hétérogénéité des répertoires verbaux constituée en objet du discours et exploitée par les participants dans la résolution des problèmes communicatifs. Cette hétérogénéité exhibée par les membres eux-mêmes est observable dans des séquences de thématisation du choix linguistique, dans des séquences de recherche de mots (Goodwin et Goodwin,1986) et dans des séquences de réparation (Schegloff, Jefferson et Sacks, 1977). Il s’agit aussi d’une hétérogénéité ignorant toute structuration du répertoire concerné en langues. Cela a été reconnu au sein des séquences de désaccord ou de désalignement (Stivers, 2008) et dans des séquences insérées dans des formats spécifiques de participation (Goffman, 1963, 1981) où les ressources plurilingues ne sont pas thématisées,mais bien mises à la contribution de l’accomplissement pratique de l’activité. / Based on a three-year ethnographic study in several multilingual professional settings (an architecture firm, an intergovernmental organization and a professional social network) with an approach grounded in ethnomethodologically-inspired conversational analysis (CA) studies (Garfinkel, 1967;Schegloff, Jefferson and Sacks, 1974), our research seeks to discern the methods used by members incoordinating their actions to resolve problems, making decisions, and co-elaborating professional solutions,all with the help of a variety of linguistic resources.When we speak of “multilingualism” in the professional setting, the question of its consequences as a resource or obstacle is often posed. Rather than considering linguistic diversity as a phenomenon that preexists interaction in international professional settings, we will attempt to approach this “diversity” from an endogenous analytical perspective. In the framework of the European project Language Dynamics and Management of Diversity (DYLAN), this dissertation is therefore interested above all in the constraining versus non-constraining character of multilingualism in the accomplishment of an activity. In this respect, we will study the way in which social actors use multilingual language resources to organize their actions(Mondada, 2007), participate in their own manner in communicative activities, and treat difficulties linkedwith the use of a language in this very way. By taking into account limits of the resource or obstacle dichotomy, we will describe how multilingualism is a practice adjusted to the contingencies of the communicative situation from which it emerges.We are particularly interested in analyzing speech events featuring the coexistence of several “verbalrepertoires” (Gumperz, 1964), either as a group of conversational resources used in their linguisticcontinuity, or as a problem resolved locally by the progression of communication. In this dissertation, we have identified two main configurations of multilingualism in the workplace. This entails heterogeneity inverbal repertoires represented in an object of discourse and used by participants in the resolution of communicative problems. This heterogeneity displayed by the members themselves is observable inlinguistic choice topicalization sequences, word search sequences (Goodwin and Goodwin, 1986), and repair sequences (Schegloff, Jefferson and Sacks, 1977). This also entails heterogeneity that disregards all repertoire structuring concerned in languages. This has been recognized within disagreement or disalignmentsequences (Stivers, 2008) and in sequences inserted into specific formats of participation (Goffman, 1963,1981), in which multilingual resources are not topicalized, but rather, contribute to the practical accomplishment of the activity.

Magister Artium - MA / Language diversity continues to create a language barrier to international tourism. Tourists from non-English speaking countries face a language barrier in South Africa and this affects their experiences in the country. Measuring and understanding something of this challenge is the purpose of this study. The focus is on how the tourism industry in Cape Town uses languages to sell and promote the city internationally. The study investigates procedures, strategies, and policies adopted by the tourism industry in Cape Town to cater for tourists from across the world. In addition, the study also investigates how tourists from non-English speaking countries adapt linguistically to cope with their stay in Cape Town. The study targeted both tourism organisations and international tourists who use tourist facilities in most popular tourist areas in Cape Town. Both primary and secondary data were collected. Convenience sampling was used to select both tourism service providers and tourists. To enhance validity, reliability, and accuracy, various tools have been deployed to collect the data. Primary data were collected from both tourism service providers and international tourists using questionnaires, interviews, photographs and observations. Secondary data collection involved observations of public signage as well as analysis of electronic and printed promotional materials such as brochures, guidebooks, menus, newspapers and websites. Collected data were captured in spread sheets to enable descriptive analysis of tourists’ languages and of language use in tourism organisations in different of forms of niche tourism in Cape Town. Survey results reveal that a little more than half of all surveyed tourism organisations in Cape Town sell and promote their products using only South African languages including English whilst a minority sell and promote their products using English coupled with foreign languages. The majority of multilingual staff in those surveyed tourism organisations who have adopted multilingualism are working part-time or employed temporarily. In addition, results also indicate that English dominates other languages in public signs and printed and electronic promotional publications used by surveyed tourism organisations in Cape Town. Foreign languages are used most in tour operations and travel agencies sector whilst South African languages dominate in accommodation and restaurants sectors. On the other hand the research shows that a big proportion of foreign tourists in Cape Town were able to speak English and other foreign languages. The research shows that the majority of tourists from non-English speaking countries are more interested in learning foreign languages compared with their counterparts from English speaking countries. Only less than a quarter of all surveyed tourists from non-English speaking countries in Cape Town are monolingual in their home languages. These tourists struggle to communicate with service providers in Cape Town. Translators and gestures were used by non-English speaking tourists as a way of breaking down communication barriers in Cape Town. Contrarily, a big proportion (two thirds) of all surveyed tourists from English speaking countries in Cape Town does speak only English. Foreign tourists in Cape Town speak tourism service providers’ language rather than tourism service providers speaking tourists’ languages. The majority of tourism service providers in Cape Town are reluctant to learn foreign languages and to employ multilingual staff. This means that most tourism organisations sell and market their product in English only. Other South African languages such as Afrikaans and Xhosa are used frequently in informal communication in the ourism industry in Cape Town. Seemingly, Afrikaans dominates Xhosa in all forms of tourism except in township tourism where the majority of service providers are Xhosa-speakers. To market and promote Cape Town internationally, the tourism industry in Cape Town should employ multilingual staff who can communicate in tourists’ native languages. Multilingualism should be practised in all tourism sectors rather than in one or few sectors because all tourism sectors compliment each other in meeting customer’s satisfaction. Failure in one tourism sector may affect other tourism sectors’ performance. / South Africa