航空地勤人員英語溝通需求分析

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

顏君倫(Chun-Lun Yen)

指導教授 ： 楊韻華

國立臺北科技大學/人文與社會科學學院/應用英文系碩士班/碩士(2014年)

https://doi.org/10.6841/NTUT.2014.00423

摘要

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。

關鍵字

需求分析 ； 溝通需求 ； 航空地勤人員 ； 職前訓練

並列摘要

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.

並列關鍵字

needs analysis ； communication requirements ； aviation ground staff ； pre-service training

參考文獻

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