ESP Target Situation Needs Analysis: the English Language Communicative Needs as Perceived by Passenger Service Agents in Thailand
This study aimed to investigate the English language communicative needs of airline passenger service agents in
Bangkok, Thailand by investigating their language use in the workplace in order to provide empirical data serving Thai ESP
context. The English language skills (listening, speaking, reading, and writing) most needed, measured by the frequency of
use of each English language skill, in their workplace and for performing what kind of activities are investigated along with
the perception of airline passenger service agents towards their English language preparation during their college study. A
set of questionnaires was used to collect data concerning the needs of English use in the career of airline passenger service
agents. The participants of this study comprised 150 passenger service agents working at Suvarnabhumi Airport in Bangkok,
Thailand. There were 35 males and 115 females, 20-47 years of age. The result shows that the English language is used
extensively in the workplace and plays an important role in the career of airline passenger service agents. The English
language listening skill is the most frequently used and the writing skill is the least frequently used skill. Though receptive
skills are viewed as more important than productive skills, the percentages are so close that it is hard to prioritize any skill
areas over the others. In addition, the activities in an English program should reflect situations similar to what the students
will encounter in their future careers. Finally, most airline passenger service agents report they gained their knowledge of
English from their formal education, but it was not adequate to meet the real needs of their job functions.
Keywords - Needs Analysis, Target-Situation Analysis, English for Specific Purposes.