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Senior Flight Attendants’ English Communication Needs: A Case Study of Thai Airways International



Author(s)

Timothy Brooke Cornwall, Varunee Srilapung

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DOI:10.17265/1539-8080/2013.04.003

Sasin Graduate Institute of Business Administration of Chulalongkorn University, Bangkok, Thailand Shinawatra University, Bangkok, Thailand

The study aims to identify English usage difficulties the senior Thai flight attendants encountered while performing on board services as well as important English communication needs in performing such services. A questionnaire was randomly distributed to 1,200 senior flight attendants mailboxes at Thai Airways International’s Crew Center, Suvarnabhumi Airport. While 15 language skills were seen by the respondents as neutral in terms of problems encountered, 12 were considered important, and two were indicated as very important for improving English communicative skills. In addition, when classified by age and position, variances in perceived or identified areas of difficulty and concern became clearer. In addition, findings suggest that significant English usage difficulties are found in employing language associated with or needed for non-routine work. Additionally, it indicates that particular problems, for instance, “appropriate responses to avoid controversial topics regarding politics, religion, war, and social issues”, and “suitable techniques for handling unanticipated and emergency situations” remain a concern for even the most highly experience flight attendant when asked to specify areas of linguistic concern they feel when needing to deal with non-Thais.

ESP (English for Specific Purposes), flight attendants, language needs, conversational skills, Thais