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[{"key": "dc.contributor.advisor", "value": "K\u00e4\u00e4nt\u00e4, Leila", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Lohilahti, Ella", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2019-05-15T08:06:40Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2019-05-15T08:06:40Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2019", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/63956", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Englantia k\u00e4ytet\u00e4\u00e4n yh\u00e4 useammin maailmanlaajuisesti lingua francana eli kommunikoinnin yleiskielen\u00e4, kun yhteist\u00e4 \u00e4idinkielt\u00e4 ei ole. Monissa ty\u00f6paikoissa, esimerkiksi Suomessa, englannin kielen taitoa pidet\u00e4\u00e4n yhten\u00e4 t\u00e4rkeimp\u00e4n\u00e4 taitona. Useissa suomalaisissa ty\u00f6paikoissa englannin kielen rooli saattaa olla jopa t\u00e4rke\u00e4mm\u00e4ss\u00e4 asemassa kuin suomen kieli. Englannin kielt\u00e4 on tutkittu jossain m\u00e4\u00e4rin ty\u00f6- ja monikulttuurisissa sek\u00e4 monikielisiss\u00e4 konteksteissa. Asiakaskommunikaatiossa k\u00e4ytetty englannin kieli kansainv\u00e4lisell\u00e4 ty\u00f6paikalla on kuitenkin aihe, jota ei ole tutkittu juuri ollenkaan Suomen kontekstissa. \n\nT\u00e4m\u00e4n tutkimuksen tavoitteena on selvitt\u00e4\u00e4, kuinka englannin kielt\u00e4 k\u00e4ytet\u00e4\u00e4n kansainv\u00e4lisell\u00e4 ty\u00f6paikalla Suomessa. Selvit\u00e4n, onko ty\u00f6ntekij\u00f6ill\u00e4 tiettyj\u00e4 kaavoja tai skriptej\u00e4, joiden mukaan heid\u00e4n t\u00e4ytyy puhua, kun he kommunikoivat englanniksi asiakkaiden kanssa. Lis\u00e4ksi tarkastelen tekij\u00f6it\u00e4, jotka vaikuttavat siihen, miten ty\u00f6ntekij\u00e4t puhuvat englantia ulkomaalaisten asiakkaiden kanssa. Tarkoituksena on my\u00f6s tutkia v\u00e4\u00e4rinymm\u00e4rryksi\u00e4 sek\u00e4 ei-ymm\u00e4rryksi\u00e4 (non-understanding), kun yhteist\u00e4 \u00e4idinkielt\u00e4 ei ole ja kommunikaatio tapahtuu englanniksi. T\u00e4m\u00e4n lis\u00e4ksi selvit\u00e4n, miten ty\u00f6ntekij\u00e4t ratkaisevat tilanteet, joissa v\u00e4\u00e4rinymm\u00e4rryksi\u00e4 tapahtuu. Aineisto ker\u00e4ttiin kahdella haastattelulla, joissa molemmissa oli kaksi ty\u00f6ntekij\u00e4\u00e4 vastaamassa kysymyksiin. Haastattelut \u00e4\u00e4nitettiin ja \u00e4\u00e4nitteet litteroitiin.\n\nTutkimuksen tulokset osoittavat, ett\u00e4 ty\u00f6ntekij\u00f6ill\u00e4 ei ole k\u00e4yt\u00f6ss\u00e4 kaavoja tai skriptej\u00e4 puhuessaan englantia asiakkaiden kanssa. Vain kuulutukset ovat etuk\u00e4teen kirjoitettuja, mutta niit\u00e4kin ty\u00f6ntekij\u00e4t saavat muokata haluamallaan tavalla. Ty\u00f6ntekij\u00f6iden englannin kielen puhumiseen vaikuttavat monet tekij\u00e4t: onko asiakas esimerkiksi kokematon tai kokenut matkustaja, asiakkaan kansallisuus sek\u00e4 englannin kielen taitotaso. V\u00e4\u00e4rinymm\u00e4rryksi\u00e4 tapahtuu ty\u00f6paikalla jatkuvasti, kun yhteisen\u00e4 kielen\u00e4 on englanti. V\u00e4\u00e4rinymm\u00e4rrykset ovat yleens\u00e4 pieni\u00e4 eiv\u00e4tk\u00e4 aiheuta suuria konflikteja. V\u00e4\u00e4rinymm\u00e4rryksi\u00e4 esiintyy esimerkiksi lentotermist\u00f6n, aksenttien tai kulttuurien takia. N\u00e4it\u00e4 ty\u00f6ntekij\u00e4t ratkovat yksinkertaistamalla termej\u00e4, toistamalla sek\u00e4 selitt\u00e4m\u00e4ll\u00e4 omin sanoin. Ty\u00f6ntekij\u00e4t k\u00e4ytt\u00e4v\u00e4t toisinaan my\u00f6s muita kollegoitaan apuna, jos asiakas ei osaa englantia. Google K\u00e4\u00e4nt\u00e4j\u00e4\u00e4 saatetaan my\u00f6s silloin t\u00e4ll\u00f6in k\u00e4ytt\u00e4\u00e4. T\u00e4st\u00e4 aiheesta pystytt\u00e4isiin tekem\u00e4\u00e4n useampia muitakin tutkimuksia, esimerkiksi koodinvaihdosta (code-switching). Olisi my\u00f6s mielenkiintoista, jos ty\u00f6ntekij\u00f6iden ja asiakkaiden kommunikaatiota p\u00e4\u00e4sisi analysoimaan keskusteluanalyysin avulla.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2019-05-15T08:06:40Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2019-05-15T08:06:40Z (GMT). No. of bitstreams: 0\n Previous issue date: 2019", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "27", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "international workplace", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "customer-employee interaction", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "\"Jos englanti ei suju, ni se on vaan harmi, tulee paljon v\u00e4\u00e4rinymm\u00e4rryksii\" : an interview study on English use at an international workplace in Finland", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "bachelor thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201905152598", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Kandidaatinty\u00f6", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Humanistis-yhteiskuntatieteellinen tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Humanities and Social Sciences", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Kieli- ja viestint\u00e4tieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Language and Communication Studies", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Englannin kieli", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "English", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_7a1f", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "301", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kansainv\u00e4lisyys", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "haastattelututkimus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pragmatiikka", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "englannin kieli", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "ty\u00f6paikat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "vuorovaikutus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "internationality", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "interview study", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pragmatics", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "English language", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "workplaces", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customers", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "interaction", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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