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English Oral Communication: Tasks  and  Performance Stresses of Hotel Staff Presenter: Clement Lo Instructor: Dr. Pi-Ying Hsu Date: June 15, 2011
Content Introduction Literature Review Methodology 3 2 1
Introduction Background Motivation
Background Tourism businesses need to do everything possible  to ensure their international  competitiveness  and  maximize market .  (Leslie, 2004)
Background ,[object Object],[object Object]
Background “ The main thing is to be able to  hold a conversation and  understand guest/customer’s needs .”  (Leslie, 2004)
Background ,[object Object],[object Object],Service Quality
Background ,[object Object],[object Object],[object Object],[object Object],Customer  Satisfaction
Motivation ,[object Object],[object Object],[object Object],Language & Communication
Motivation ,[object Object]
Literature Review Foreign Language Quality Service Stress & Anxiety
Foreign Language English   is the  common language  of international business and mass communications. (Rosa, 2001) Language competence  is of particular importance in the  service sector . (Economic Bulletin, 2004)
Quality Service The  hospitality industry  is particularly exposed to  situations  where a customer and the service provider  do not share the same native language . This is where  foreign language  skills play an  essential role in delivering a quality service . (Martin & Davies, 2006)
Stresses & Anxiety Students’  anxiety levels  were significant positively correlated with their own  ability in the target language .  (Kitano, 2001)
Stresses & Anxiety Learners who with  less confidence and practices  tended to be  more anxious  while they need to speak in a foreign language.  (Boonkit, 2010; Lee, 2009; Dogruer, Menevis, & Eyyam, 2010)
Purposes of the study ,[object Object]
Purposes of the study 2.To find out what  situational stresses  can the nature of these tasks induce to  influence a speaker’s speaking performance
Research Questions What tasks  at hotel workplaces require personnel to use English oral communication skills? What situational stresses  are experienced by hotel personnel in executing English oral task? To what extend do these  stresses influence speakers’ oral performances  in terms of  gender ,  educational level ,  years of experience , and  age ? 1 2 3
Methodology  Participants Statistical Analysis Instrument Procedures
Participants ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Instrument ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Instrument Use of English
Instrument Sources of stress
Procedures Formal study Pilot study Statistical analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Statistical Analysis What tasks  at hotel workplaces require personnel to use English oral communication skills? Descriptive Analysis
Statistical Analysis What performance stresses  are experienced by hotel personnel in executing related English oral tasks? Descriptive analysis
Statistical Analysis T-test To what extent do these  stresses influence speakers’ oral performances  in terms of  gender ,  educational level ,  years of experience , and  age ?
Q&A

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English oral communication

  • 1. English Oral Communication: Tasks  and Performance Stresses of Hotel Staff Presenter: Clement Lo Instructor: Dr. Pi-Ying Hsu Date: June 15, 2011
  • 2. Content Introduction Literature Review Methodology 3 2 1
  • 4. Background Tourism businesses need to do everything possible to ensure their international competitiveness and maximize market . (Leslie, 2004)
  • 5.
  • 6. Background “ The main thing is to be able to hold a conversation and understand guest/customer’s needs .” (Leslie, 2004)
  • 7.
  • 8.
  • 9.
  • 10.
  • 11. Literature Review Foreign Language Quality Service Stress & Anxiety
  • 12. Foreign Language English is the common language of international business and mass communications. (Rosa, 2001) Language competence is of particular importance in the service sector . (Economic Bulletin, 2004)
  • 13. Quality Service The hospitality industry is particularly exposed to situations where a customer and the service provider do not share the same native language . This is where foreign language skills play an essential role in delivering a quality service . (Martin & Davies, 2006)
  • 14. Stresses & Anxiety Students’ anxiety levels were significant positively correlated with their own ability in the target language . (Kitano, 2001)
  • 15. Stresses & Anxiety Learners who with less confidence and practices tended to be more anxious while they need to speak in a foreign language. (Boonkit, 2010; Lee, 2009; Dogruer, Menevis, & Eyyam, 2010)
  • 16.
  • 17. Purposes of the study 2.To find out what situational stresses can the nature of these tasks induce to influence a speaker’s speaking performance
  • 18. Research Questions What tasks at hotel workplaces require personnel to use English oral communication skills? What situational stresses are experienced by hotel personnel in executing English oral task? To what extend do these stresses influence speakers’ oral performances in terms of gender , educational level , years of experience , and age ? 1 2 3
  • 19. Methodology Participants Statistical Analysis Instrument Procedures
  • 20.
  • 21.
  • 22. Instrument Use of English
  • 24.
  • 25. Statistical Analysis What tasks at hotel workplaces require personnel to use English oral communication skills? Descriptive Analysis
  • 26. Statistical Analysis What performance stresses are experienced by hotel personnel in executing related English oral tasks? Descriptive analysis
  • 27. Statistical Analysis T-test To what extent do these stresses influence speakers’ oral performances in terms of gender , educational level , years of experience , and age ?
  • 28. Q&A