臺灣博碩士論文加值系統

隨著台灣觀光產業的蓬勃，航空公司近年來廣募人才以應對來自海外大量的遊客。招募的人才中，空服及機場地勤人員為主要與乘客互動的兩個職務。因此，本研究主旨為探究空服及機場地勤人員的職場英文需求。此研究之英文需求分析主要以英文聽、說、讀、寫為基礎，此外，依照工作經驗，空服及地勤人員的職場英文困難及喜好亦為深入探討之內容。此研究之受試者皆於航空業任職至少半年，包含101名空服員及101名機場地勤人員。本研究運用量化及質性研究方法進行分析。問卷包含兩部分，分別為基本資料及職場英文使用狀況之探究;訪談則由自願受訪名單中，選取七名空服及七名地勤人員進行深入探討。本研究結果顯示空服及地勤人員最常使用的英文技巧為聽力及口說，其次為閱讀與寫作。受訪者皆表示聽力及口說係用於與旅客溝通及交談。至於閱讀及寫作，地勤人員需閱讀電報資料，寫作則限於督導職等之人員使用，空服人員則鮮少於工作中使用此兩項英文技巧。至於職場英文之困難，空服及地勤人員皆認為外國口音、講話語速及常規外工作項目為較困難之處。針對英文訓練之需求，大部分的受訪者表示公司應於職前訓練開設英文課程，加強職員之英文口說及寫作技巧。本研究針對空服及地勤人員探討全面性的英文需求資訊，航空公司、專業英文課程設計者及計畫進入航空業擔任空服或機場地勤人員之人士皆可善用本研究之結果作進一步之應用。

With the considerable number of passengers coming overseas, airline companies in Taiwan hire more employees in recent years. In airlines, cabin crew and ground staff are the two positions interacting with passengers directly by using English. Therefore, this study aims to explore the English language needs, wants and lacks of cabin crew and ground staff. The present study was conducted with both quantitative and qualitative methods. The participants were 101 cabin crew and 101 ground staff members working in Taiwan-based airlines for at least half of year. The instruments were the questionnaire of 5-point Likert scale and the semi-structured interview. As to the interview section, seven cabin crew and seven ground staff members chosen from the volunteer list were interviewed.
The results of the current study show that listening and speaking are frequently used by cabin crew and ground staff, followed by reading and writing. All the interviewees stated that listening and speaking skills are commonly used to communicate with passengers. Reading is used to read telexes, and writing is only used by supervisors for ground staff. As for cabin crew, reading and writing are scarcely used at work. About the problems at work, foreign accents, speaking rate, non-routine work are the main difficulties for them. As to the wants, some of the interviewees stated that speaking and writing skills should be emphasized more in pre-job training. The present study provides an comprehensive idea on English needs of cabin crew and ground staff. Therefore, airline corporations, ESP course designers, and those who want to be cabin crew and ground staff can make good use of the information.

TABLE OF CONTENTS
ACKNOWLEDGEMENT………………………………………………………….iii
TABLE OF CONTENTS……………………………………………………………iv
LIST OF TABLES…………………………………………………………………..vi
LIST OF FIGURES………………………………………………………………...vii
LIST OF APPENDICES…………………………………………………………...viii
CHAPTER ONE INTRODUCTION………………………………………………..1
Background and Motivation………………………………………………...1
Purpose of the Study………………………………………………………..3
Definition of Terms…………………………………………………………4
Significance of the Study…………………………………………………...7
Organization of the Study…………………………………………………..8
CHAPTER TWO LITERATURE REVIEW…………………………………….…9
Overview of Needs Analysis on ESP……………………………………….9
Introduction to ESP……………………………………………………9
Needs Analysis on ESP……………………………………………....11
Categories of Needs Analysis………………………………………..12
Related Studies on Needs Analysis of EOP…………………………….....15
English Needs Analysis on Aviation Industry……………………………..24
Summary…………………………………………………………………..33
CHAPTER THREE METHODOLOGY………………………………………….34
Participants………………………………………………………………...34
Instruments………………………………………………………………...35
Questionnaire………………………………………………………...35
Interview……………………………………………………………..36
Data Collection……………..………….………………………………….37
Data Analysis………………………………………………………………39
CHAPTER FOUR RESULTS……………………………………………………...40
Background Information of the Participants………………………………..40
Background Information of Ground Staff………………………........40
Background Information of Cabin Crew……………………………..43
Participants Responses to the Questionnaire……………………………....45
Ground Staff’s Responses to the Questionnaire……………..……….45
Cabin Crew’s Responses to the Questionnaire…………………..…...48
Results of Independent Samples T-test……………………………….52
Participants’ Interview Answers...………………………….………...54
CHAPTER FIVE DISCUSSION AND CONCLUSION………………………….65
Summary of the Study………………………………..…………………......65
Discussion of the Results…………………………..……………………….66
Implications of the Study…………………………………………………...75
Limitations of the Study…………………………………………………….76
Conclusion of the Study…………………………………………………….77
REFERENCES……………………………………………………………………...79
APPENDICES………………………………………………………………………83

REFERENCES
Aldohon, H. I. (2014). English for specific purposes (ESP) for Jordanian tourist police in their workplace: needs and problems. International Education Studies, 7(11), 56.
Alharby, M. (2005). ESP Target Situation Needs Analysis: The English Language Communicative Needs as Perceived by Health Professionals in the Riyadh Area, University of Georgia, USA.
Bachman, L. F., & Palmer, A. S. (1996). Language Testing in Practice: Designing and Developing Useful Language Tests. Oxford University Press.
Berwick, R., & Johnson, R. K. (1989). Needs Assessment in Language Programming: From Theory to Practice. Cambridge University Press.
Banfshaw, B. R. & Brindley, G. P. (1984) Needs Analysis and Objective Setting in the Adult Migrant Education Program. Sydney. Adult Migrant Education Service.
Brindley, G. (1989). The role of needs analysis in adult ESL programme design. The second language curriculum. Johnson, R. K. (Ed.)
Brown, J. D. (2016). Introducing needs analysis and English for specific purposes. Routledge.
Chang, P. Y. (2011). Conducting English Language Needs Analysis on Taiwanese Maritime University: A Case Study at National Taiwan Ocean University. National Taiwan Ocean University, Taiwan.
Chen, S. C. & Lee, C. C. (2009). Study on occupational stress and satisfaction of ground staff in Taoyuan Airport. Proceedings of 2009 Aviation Industry Innovative Development Conference, 61-82.
Chia, H. U., Johnson, R., Chia, H. L., & Olive, F. (1999). English for college students in Taiwan: A study of perceptions of English needs in a medical context. English for Specific Purposes, 18(2), 107-119.
China University of Science and Technology (2012). EVA Air Intern Report. China University of Science and Technology. Retrieved from 18 July, 2017 from http://ab.hc.cust.edu.tw/new_website/attachments/article/173/8%E9%95%B7%E6%A6%AE-%E6%9E%97%E5%AD%90%E7%90%AA.pdf
Civil Aeronautics Administration, R.O.C. (2014). The number of national aviation employees in 2014. Statistics from Civil Aeronautics Administration. Retrieved 18 July, 2017 from http://www.caa.gov.tw/APFile/big5/download/ao/1444812213765.pdf



Civil Aeronautics Administration, R.O.C. (2015). The number of national aviation employees in 2015. Statistics from Civil Aeronautics Administration. Retrieved 18 July, 2017 from http://www.caa.gov.tw/APFile/big5/download/ao/1466422190267.pdf
Civil Aeronautics Administration, R.O.C. (2016). The number of national aviation employees in 2016. Statistics from Civil Aeronautics Administration. Retrieved 18 July, 2017 from https://www.caa.gov.tw/apfile/big5/download/ao/1498122705589.pdf
Civil Aeronautics Administration (2016). Aircraft flight operation regulations. Laws and regulations database of the republic of China. Retrieved 30 November, 2017 from http://law.moj.gov.tw/Eng/LawClass/LawParaDeatil.aspx?Pcode=K0090041&LCNOS=%20%20%201%20%20%20&LCC=2
Cornwall, T. B., &Srilapung, V. (2013). Senior flight attendants’ English communication needs: a case study of Thai airways international. US-China Foreign Language, 11(4), 286-291
Crosling, G., & Ward, I. (2002). Oral communication: The workplace needs and uses of business graduate employees. English for Specific Purposes, 21(1), 41-57.
Dehnad, A., Bagherzadeh, R., Bigdeli, S., Hatami, K., & Hosseini, F. (2010). Syllabus revision: a needs analysis study. Procedia-Social and Behavioral Sciences, 9, 1307-1312.
Dhanasmithivesn, K. (2007). An Analysis of English Language Skill Needs of Thai Flight Attendants Employed by China Airlines. Srinakharinwirot University, Thailand.
Dudley- Evans, T. (1998). An overview of ESP in the 1990s. (EDRS: ED424775)
Dudley-Evans, T., & St John, M. J. (1998). Developments in English for Specific Purposes: A Multi-disciplinary Approach. Cambridge university press.
Hazrati, A. (2015). Intercultural communication and discourse analysis: The case of Aviation English. Procedia-Social and Behavioral Sciences, 192, 244-251.
Hueneburg, K. (2013). English for Science and Technology in the German Technical Industry—A Needs Analysis. Minnesota State University, USA.
Hutchinson, T., Waters, A. & Breen, M. P. (1979) ‘An English Lnaguge Curriculum for Technical Srudents’ in Practical Papers in English Language Education, Institute for English Language Education, University of Lancaster.
Hutchinson, T., & Waters, A. (1987). English for Specific Purposes. Cambridge University Press.
Hyland, K. (2006). English for Academic Purposes: an Advanced Resource Book. Routledge. International Civil Aviation Organization, ICAO (2003). Retrieved 15 November, 2016 from http://www.icao.int/Pages/default.aspx
Karimi, P., & Sanavi, R. V. (2014). Analyzing English language learning needs among students in aviation training program. Procedia-Social and Behavioral Sciences, 98, 852-858.
Kaewpet, C. (2009). Communication needs of Thai civil engineering students. English for specific purposes, 28(4), 266-278.
Karimi, P., &Sanavi, R. V. (2014). Analyzing English language learning needs among students in aviation training program. Procedia-Social and Behavioral Sciences, 98, 852-858.
Kassim, H., & Ali, F. (2010). English communicative events and skills needed at the workplace: Feedback from the industry. English for Specific Purposes, 29(3), 168-182.
Košková, M. (2016). ESP-Developing a Course for Aviation English. Charles University, Prague.
Lee, S. C. (2005). A Needs Analysis of English for Nursing Professionals in Southern Taiwan: a Case Study on Junior College and University Graduates. Southern Taiwan University, Taiwan.
Lestari, S. E. (2017). Designing An English Course Book For Flight Attendant Schools, doctoral dissertation. Sanata Dharma University, Indonesia.
Luankanokrat, S. (2011). Needs Analysis for English Communication Skills of Employees at HSBC in Thailand. Thammasat University, Thailand.
Mackay, R. (1978). English for Specific Purposes. London: Longman.
Miyake, M., &Tremarco, J. (2005). Needs analysis for nursing students utilizing questionnaires and interviews. Kawasaki Journal of Medical Welfare, 11(1), 23-34.
Mohammadzadeh, S., Barati, T., &Fatemi, M. A. (2015). An investigation into the English language needs of bank employees of Saderat bank in Mashhad. Theory and Practice in Language Studies, 5(8), 1695-1702.
Ministry of Education, R.O.C. (2016). Department of university in Taiwan. Ministry of Education. Retrieved 30 November, 2017 from https://ulist.moe.gov.tw/Query/AjaxQuery/Discipline/8402
Nunan, D. 1988. The Learned-Centered Curriculum. Cambridge University Press.
Owolabi, D. (2012). Attaining linguistic proficiency in the EFL/ESL adult classroom through English for specific purposes: The Nigeria example. TESOL Journal, 6, 109-122.
Parohinog, D., &Meesri, C. (2015). ICAO-Based needs assessment in Thailand's aviation industry: A basis for designing a blended learning program. Procedia-Social and Behavioral Sciences, 208, 263-268.
Paltridge, B., & Starfield, S. (Eds.). (2012). The Handbook of English for Specific Purposes. John Wiley & Sons, Inc.
Prachanant, N. (2012). Needs analysis on English language use in tourism industry. Procedia-Social and Behavioral Sciences, 66, 117-125.

Robinson, P. (1991). ESP Today: A Practitioner’s Guide. London, Prentice Hall International.
Shah, M. I. A., Ismail, Y., Esa, Z., & Muhamad, A. J. (2012). Language learning strategies of English for specific purposes students at a public university in Malaysia. English Language Teaching, 6(1), 153.
Shieh, W. Y. (2008). Needs and Performance in Hospitality English in Taiwan as Perceived by Hotel Practitioners. National Taiwan Normal University, Taiwan.
Singaran, S. (2016). Spoken Communication Needs Analysis for Information Desk Personnel, University of Malaya, Malaysia.
Spence, P., & Liu, G. Z. (2013). Engineering English and the high-tech industry: A case study of an English needs analysis of process integration engineers at a semiconductor manufacturing company in Taiwan. English for Specific Purposes, 32(2), 97-109.
Tangniam, T. (2006). An Analysis of English Language Needs for Thai Airways Ground Staff. Kasetsart University, Thailand.
Tourism Bureau, Ministry of Transportation and Communications, R.O.C. (2016). Visitor Arrivals. Retrieved 18 July, 2017 from http://admin.taiwan.net.tw/statistics/year.aspx?no=134
West, R. (1994). Needs analysis in language teaching. Language teaching, 27(1),
1-19.
WIlliams, G. J. (2016). Solutions for Improving the Safety of Aviation Communication. University of Leicester, England.
Yen, C.L., (2014). Needs Analysis: Investigating Ground Staff's Needs for Communication in English. National Taipei University of Technology, Taiwan.
Zolfagharian, A., (2017) Needs analysis of aviation English for air traffic controllers. International Journal of Language Learning and Applied Linguistics World, 16(1), 54-68.