Needs Analysis: Investigating Ground Staff's Needs for Communication in English

• Main Authors: Chun-Lun Yen, 顏君倫
• Other Authors: Yun-Hua Yang
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/4zkg9b

碩士 === 國立臺北科技大學 === 應用英文系碩士班 === 103 === 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.