Master Thesis

This study was aimed at determining the Selling Supervisors', Customer Assistants', Customer Service Assistants', Cashiers' and Sales Utility Clerks' perceived English proficiency, communicative competence and sense of self-efficacy toward the development of an appropriate English-based training program for the employees. Specifically, it sought to answer the following questions: 1. How proficient in English, communicative competent and self- efficacious are the SM Hypermarket employee-respondents? 2. Is there a significant difference in the English proficiency, communicative competence and self-efficacy of the respondents when grouped according to their designations? 1.1. Selling Supervisors 1.2. Customer Assistants 1.3. Customer Service Assistants 1.4. Cashiers 1.5. Sales Utility Clerks 3. Is there a significant relationship among the respondents' level of English proficiency, communicative competence and self-efficacy? 4. What are the common problems encountered by the respondents in transacting with customers using the English Language? 5. Based on the results of the study, what appropriate language program can be designed? Methodology VII This study was aimed at determining the respondents' level of language proficiency, communicative competence and self-efficacy in the use of the English language. Also, significant difference among the respondents' level of English proficiency, communicative competence and self-efficacy according to their designations were identified and significant relationship with respect to the three areas were determined. Thus, problems encountered by the employees in transacting with customers were identified in order to create an appropriate English-based training program to help the employees improve their skills with the use of the English language.