Needs Analysis of English for Airport Check-in Staff

CAHYANI, ANISA PUTRI (2019) Needs Analysis of English for Airport Check-in Staff. Masters thesis, Universitas Sebelas Maret.

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    ABSTRACT Initiating research studies about English for airlines especially ground handling and evaluation about English skill among airport check in staff which are very few, this study is aimed at: (1) investigating English needed by airport check-in staff; (2) finding out how English for airlines in a training center prepares the students to be able to communicate using English; and (3) revealing training gaps between what is taught and what is needed in workplace. This need analysis study employs qualitative approach. This research takes place in two primary sites: an airlines training center in Surakarta, and in an international airport in the same city from October to November 2018. Data are collected through observation, interview, interview by phone, group discussion, and document analysis. Data are analyzed using qualitative data analysis model by Creswell (2013) including data preparation, reading, coding, interrelating, and interpreting. Data are also supported by phone interview with ten other check-in staff from different airports in Indonesia. The results of this study show some facts. First, airport check in staff need English for communicating with passengers in doing these following tasks: 1) greeting, 2) checking travel documents, 3) baggage profiling, 4) dealing with passengers’ seats 5) asking passenger’s health condition, 6) giving flight information, 7) handing boarding documents, 8) giving information about airport and its facilities, 9) directing passengers for the next point, 10) closing conversation. From ten competencies, it is found that the staff still have problems in English communication in some aspects, mainly: listening process, explaining, and negotiating. Second, English for airlines purposes in the related training center has not taught all those ten aforementioned tasks in the classroom. Therefore, this study contributes ideas for curriculum and material development, also initiates further research about English communication skills among employees working in companies involving English as tool of communication. Keywords: needs analysis, check-in, airport staff, English for Airlines.

    Item Type: Thesis (Masters)
    Subjects: L Education > L Education (General)
    P Language and Literature > PE English
    Divisions: Pascasarjana
    Pascasarjana > Magister > Pendidikan Bahasa Inggris - S2
    Depositing User: Aren Dwipa
    Date Deposited: 28 Mar 2019 10:24
    Last Modified: 28 Mar 2019 10:24

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