The Development of an English for Communication Training Package for Ground Services

Abstract

This research focused on developing a training package to equip individuals with English communication skills for ground services. The objectives of this research were 1) to explore the necessity and challenges of using English and the need to develop English communication skills for ground services, 2) to develop an English for communication training package for ground services to achieve a specific efficiency criterion, 3) to compare the learning achievements of trainees before and after using the training package, and 4) to assess trainees’ satisfaction with the training package. The research design was Research and Development (R&D). The sample, selected through purposive sampling, consisted of 1) 20 passenger service agents who provided interview data on the use of English communication skills for ground services and 2) 72 undergraduate students, divided into 42 students for testing efficiency and 30 second-year Business English students as the sample group for assessing learning achievements and satisfaction. The research instruments included an interview, a training package, an English achievement test, and a satisfaction questionnaire. Data analysis involved content analysis, efficiency testing (E1/E2), t-test, and the calculation of means and standard deviations. The research findings were as follows: 1) Passenger service agents needed to use English to make and respond to requests, provide information and give explanations, address complaints, give directions, and make suggestions, with a focus on developing speaking skills, particularly through enhancing knowledge of the necessary language phrases and common expressions; 2) The training package achieved an efficiency of 75.86/76.11, exceeding the set criterion of 75/75; 3) Trainees’ posttest scores were significantly higher than their pretest scores at the .05 level; and 4) Trainees expressed the highest level of satisfaction with the training package. Through task-based learning activities, trainees were encouraged to gain more confidence in using English.