EXPLORING THE DIFFICULTIES OF ENGLISH ORAL COMMUNICATION IN THE INTERNATIONAL WORKPLACE: A CASE STUDY OF THAI AIRLINE RAMP STAFF BASED IN BANGKOK

Abstract

The main objective of this study was to explore the problematic English used situations and the difficulties in English language communication as perceived by Thai ramp staff at Don Mueang International Airport in Bangkok, Thailand. The researchers would like to know their problems in English language communication skills when dealing with English at work. The instruments were pre-interview, questionnaire, and post-interview. The participants consisted of 67 ramp staff from several companies of Don Mueang International Airport. The pre-interview was firstly conducted to gain information about their English working environment. Then, the questionnaire questions were created by using the information gained from the pre-interview. After receiving the results from the questionnaire, the post-interview was conducted to gain in-depth opinions. The data were analyzed and shown in the form of descriptive statistics: mean, standard deviation, and level of agreement. The findings revealed that the respondents mostly use English at work every day. Regarding the problems of English oral communication at the workplace, the respondents had a high level of agreement in overall problems of English usage in the workplace. English background knowledge and the negative attitudes were the main results which were mentioned by the ramp staff. The inability to use the correct grammar including terms and pronunciation was mentioned. In addition, they mentioned being insulted, avoiding communication and nervousness. The results could be used as valuable data for the company, related department, and ramp staff who want to develop English language capabilities to enhance the effectiveness of communication at the workplace.