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研究生:顏君倫
研究生(外文):Chun-Lun Yen
論文名稱:航空地勤人員英語溝通需求分析
論文名稱(外文):Needs Analysis: Investigating Ground Staff's Needs for Communication in English
指導教授:楊韻華
指導教授(外文):Yun-Hua Yang
口試委員:洪媽益賀一平
口試委員(外文):Michael TanangkingsingI-Ping Ho
口試日期:2014-07-09
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:應用英文系碩士班
學門:人文學門
學類:外國語文學類
論文種類:學術論文
論文出版年:2014
畢業學年度:103
語文別:英文
論文頁數:90
中文關鍵詞:職前訓練航空地勤人員溝通需求需求分析
外文關鍵詞:pre-service trainingaviation ground staffcommunication requirementsneeds analysis
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過去數十年來,全球化經濟對於具有專業知識以及良好英語溝通能力人員之需求急速上升。航空業於全球化經濟中扮演重要角色,為迎合此需求市場之成長,台灣與亞洲其他地區之航空業者持續招募新員工。面試時,主考官僅以簡單問題測試應試者英語基本能力。應試者通過面試後,公司進而提供職前訓練。然而,職前訓練較著重於航空專業知識,對於英語溝通能力較少著墨。航空業為一國際化服務業,如何以全球商業的共通語言「英語」來提供良好服務為一值得深入探討之重要議題。因此,本研究目的為探討航空業地勤人員英語溝通需求,藉由專業英語領域中的方法「需求分析」,試找出航空業地勤人員需具備之溝通技巧。
本研究分為三部分:背景調查、第一次訪談與第二次訪談。在背景調查中,共發放100份問卷,目的是為了瞭解現職航空業地勤人員的教育背景及其他相關資料。第一次訪談與第二次訪談各訪問了六位現職地勤人員,以深入探討地勤人員的英語溝通需求。本研究結果可提供航空業者對於職前訓練有更妥善規劃,進而提升員工以英語提供服務的能力與品質。
In the past decades, the global market has witnessed a growing need for employees with specialized domain expertise and English communicative competence. The airline industry plays an important role in the formation of the global market. To grapple with such a growing demand, airlines in Taiwan and other Asian countries are recruiting more employees by screening potential staff of their EGP (English for general purposes) before offering pre-service training. However, the pre-service training sheds more light on aviation professional skills than on English communication skills that help deal with frustrated customers. Thus, this study aims to investigate the English communication needs of aviation ground staff by conducting needs analysis to locate which English communication skills are required.
The current study is divided into three parts: background survey, the first interview, and the second interview. First, background survey was conducted to understand the current situation of in-service ground staff by distributing a hundred questionnaires. Qualitative inquiry was utilized to interview six in-service ground staff in the first interview and another six ones in the second interview to understand the issue at hand. The results of the study could provide useful insights on better preparing pre-service employees for their job and thus enhance their work performance.
ABSTRACT i
摘 要 iii
ACKNOWLEDGEMENTS iv
Table of Contents v
List of Tables vii
List of Figures viii
Chapter 1 1
1.1 Background &; Motivations 1
1.2 Research Questions 4
1.3 Research Design 4
1.4 Significance of the Study 5
Chapter 2 6
2.1 Historical Development of ESP 7
2.1.1 The emergence of ESP 7
2.1.2 Register Analysis 8
2.1.3 Rhetorical and discourse analysis 9
2.1.4 Situation, genre, and needs analysis 10
2.1.5 Coming-of-age of ESP 11
2.2 Aviation English in ESP studies 11
2.3 EOP theoretical development and workplace communication 13
2.4 ESP and English as a lingua franca (ELF) 15
2.5 Needs analysis and related studies 16
Chapter 3 18
3.1 Data Collection 18
3.1.1 Background Survey 18
3.1.2 First Interview 19
3.1.3 Second Interview 20
3.2 Data Analysis 21
Chapter 4 22
4.1 Background Survey 22
4.1.1 Background Information 23
4.1.2 Ground staff’s English at work 26
4.2 Interviews 29
4.2.1 Being able to operate all work procedures in English (OPE) 31
4.2.2 Being able to understand English speakers’ heavy accents (ACC) 32
4.2.3 Being able to make necessary language adjustment (LADJ) 33
4.2.4 Being able to engage in communication in English and establish relationship (RELB) 36
4.2.5 Interview summary 38
Chapter 5 40
5.1 Summary of Findings 40
5.2 Recommendations 41
5.3 Limitation of the Study 42
5.4 Suggestions for Further Research 43
REFERENCES 44
APPENDIX A 52
APPENDIX B 54
APPENDIX C 56
APPENDIX D 76
APPENDIX E 79
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