Needs Analysis of the English language for Thai employees in Service industry in Thailand

Abstract

English for Specific Purposes (ESP) is an essential communication tool in the borderless world, where economic and career opportunities are presented with the demand for solid communication skills. Due to the rapid growth of the tourism industry and the high number of foreign visitors in Thailand, English skills become necessary for Thai employees to meet customers’ needs and complete their daily responsibilities. Therefore, to understand the fundamental requirements and weaknesses in Thai employees' English skills in the service sector, the current study explores the needs, perceived lacks, and wants of English-language skills among Thai employees in the service industry. This mixed-methods research has collected data from 324 Thai employees using a five-point Likert scale questionnaire as to the needs analysis. Semi-structured interviews were also conducted to obtain more insightful data from 10 participants. The data obtained were statistically analysed using the frequency, percentage, mean scores, and standard deviation. The quantitative results showed that the most needed English skills among Thai employees were listening, speaking, reading, and writing. The most perceived lack of skills were in writing, speaking, reading and listening respectively. Furthermore, Thai employees wished to master speaking the most, followed by listening, reading and writing. The findings also indicated that listening and speaking skills were the most essential skills for service providers. Moreover, writing skill was reported as the most lacked skill in the qualitative results. However, the skill that they most needed to improve was speaking. The study further indicated that Thai employees required English training courses for their work-related situations. Other research methodologies and implications for future studies are also suggested.

-