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.

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