This document summarizes a study on the English oral communication tasks and performance stresses of hotel staff. The study aims to identify common English-based tasks performed by hotel staff, the situational stresses induced by these tasks, and how stresses influence staff's oral performances in terms of demographics. A questionnaire and interviews of 100 hotel staff in Taipei were conducted from October to December 2011. Statistical analyses including descriptive analysis and t-tests were used to analyze the data.

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

3. Introduction Background Motivation

4. Background Tourism businesses need to do everything possible to ensure their international competitiveness and maximize market . (Leslie, 2004)

6. Background “ The main thing is to be able to hold a conversation and understand guest/customer’s needs .” (Leslie, 2004)

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)

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

22. Instrument Use of English

23. Instrument Sources of stress

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