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Sargent needs analysis 1






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Sargent needs analysis 1 Sargent needs analysis 1 Presentation Transcript

  • Connie Sargent
    • Nail Technicians in New York City
    English for Specific Purposes Vicki Hollett and Evan Frendo November 2, 2010
  • Industry Overview
    • Nail salons are often owned by highly educated immigrants whose skills are not valued for jobs in the United States.
    • There are over 10,500 licensed nail technicians in the New York City area, the majority of whom are immigrants from Korea and China.
    • New York State licensing requires a 250-hour course of study plus a written and practical examination.
  • Industry Overview
    • Employees are under pressure to rotate customers through quickly while giving customers a feeling that the experience is relaxing.
    • This is one of the few times when diverse immigrant women have intimate social interaction with native English-speaking American women.
    • Interaction is made more complicated by physical contact.
  • Industry Overview
    • M. Kang (2003) found that there are different expectations depending upon race and social class, and different language needs to go with them:
        • Upper-class white women in upscale neighborhoods expect physical pampering and emotional attentiveness. English language needs are high.
        • Working-class African and Caribbean Americans in low-income neighborhoods expect artistic technical skills and respect. English language needs are basic and technical.
        • Middle-class mixed races expect efficiency and courtesy with minimal emotional engagement. English language needs are basic.
  • Needs Analysis Surveys and Interviews
    • My focus was on the basic, no frills nail salon where nail technicians usually speak limited English.
    • 5 different sources were interviewed for information:
        • Nail salon owners
        • Non-native speaking nail technicians
        • Native speaking nail technicians
        • Beauty schools
        • Customers
  • Results
      • All nail technicians and salon owners agreed:
          • There is no need to read or write in English.
          • All social and business interaction in the workplace is conducted in English as a lingua franca because employees speak many different languages (Korean, Chinese, Spanish, Russian).
      • Non-native speaking technicians also said:
          • They feel insecure speaking and understanding English, with their clients and their boss.
          • Their clients rarely speak to them and they rarely speak to their clients.
  • Results
    • Native English speaking nail technicians all said:
        • Contrary to the non-native speakers, their clients come to relax and often talk about their personal lives.
        • Clients do all of the talking and nail technicians mostly listen and ask leading questions.
  • Results
    • Nail salon owners, nail technicians, and beauty schools were all disappointing sources of information.
        • Non-native speaking salon owners and technicians did not have enough English to adequately express their needs.
        • None had the metacognitive ability or interest to analyze what language they use or need.
        • All were suspicious of my motives and extremely pressed for time.
  • Results
    • Customer interviews provided a huge amount of quality information.
        • Customers felt that non-native speakers are rough, curt, and treat them like an object.
        • Every interview referred to a fear that nail technicians are talking about them to other nail technicians.
        • Some customers thought they would tip more if they felt more connected to the person doing their nails.
        • All customers wanted their nail technician to make basic small talk with them.
  • Interpretation of Results
    • Coworkers: Learners need basic English skills for communicating among other employees and their boss.
    • Communicative needs: Nail technicians need safe opportunities to practice speaking and listening.
    • Customers: Even basic pleasantries in English would make technicians’ customers feel more relaxed and connected, and would increase their chances of making more money in tips.
  • Curriculum: English for Co-workers
    • Learn concepts that will help communication with their boss.
      • Money and time: numbers, making change, understanding tips, telling time, prices
    • Learn vocabulary that will help them in their job.
      • Technical terms like: backfill, base coat, bonding, decal, foil manicure, gel wrap, glue, colors, linen wrap, quick dry, tips
      • Instrument names like: buffer, cuticle nipper, emery board, scissors, brush, clipper
    • Learn how to make pleasantries.
      • Small talk skills for making friends
  • Curriculum: Communicative Activities
    • Create activities that are focused on speaking and listening.
    • Ask students to think about small talk in their own culture and language. See if the subjects are transferrable.
    • Review what is inappropriate in the United States to discuss in small talk.
    • Play games that require having to think quickly, change subjects, and speak often.
  • Curriculum: English for Customers
    • Teach American ideas of relaxation and indulgence.
    • Practice small talk skills.
    • Learn how to compliment sincerely.
    • Teach American manners and gestures.
    • Review modals and how they can soften speech acts.
  • Bibliography
    • Lofstrom, Magnus. "Labor market assimilation and the self-employment decision of immigrant entrepreneurs", Journal of Population Economics 15.1 (2002): 83. Academic Search Premier. EBSCO. Web. 18 Oct. 2010.
    • Nussbaum, E. “A Stranger’s Touch”, New York Magazine, November 25, 2007,http://nymag.com/print/?/beauty/features/41280/, taken October 18, 2010.
    •   Greenhouse, Steven. “At Nail Salons, Beauty Treatments Can Have a Distinctly Unglamorous Side”, The New York Times, August 19, 2007.http://www.nytimes.com/2007/08/19/nyregion/19nails.html?, taken October 18, 2010.
    •   Pearce, Susan. “Today’s Immigrant Woman Entrepreneur”, The Diversity Factor, Summer 2005, New Frontiers, Volume 13, Number 3.
    •   Pratt, M. “The ABC’s and 123’s of Customer Service”, Nails Magazine, Nails Career Handbook Supplement, 2009, http://www.nailsmag.com/careerHandbook/, taken October 18, 2010.
    •   Kang, M. “The Managed Hand: The Commercialization of Bodies and Emotions in Korean Immigrant-Owned Nail Salons,” Gender and Society, Vol. 17, No. 6, December 2003. http://www.jstor.org/stable/3594672, taken September 29, 2010.