ESP COURSE DESIGN FOR HOTEL EMPLOYEES ESP methodology is characterised by the use of tasks and activities reflecting the students’
specialist areas.
B
efore plunging into this course, it is important to say that we have based its design on an English for Specific Purposes Strategy. Firstly, we will specify some general
considerations considerations about the course. Secondly, the results of the needs’ analysis will be
analysed in order to identify the students’ current knowledge, hopes and needs. Thirdly, we
will specify the objectives of the course and. Fourthly, we will focus on just one unit of the course to provide an example of what the course would look like and how it should be planned. For this purpose, we will focus on the conceptualization conceptualization of contents to be be taught, the materials to be used, the planning of the lesson and the unit evaluation. GENERAL CONSIDERATIONS
Level of the students: Pre-Intermediate level Type of course: English for Tourism A course designed for a group of Hotel employees We have been hired by the owner of a five-star Hotel, in which the employees claimed in their CVS that they have an advanced level of English but they actually don’t. As a matter
of fact, the owner of the hotel has discovered that his employees do not know the specific language for communicating with English-speaking tourists.
NEED’S ANALYSIS
Current Proficiency Level of the Students: Intermediate level. Field knowledge: A2 level.
The learners can understand sentences and frequently used expressions, related to areas of most immediate relevance (e.g. very basic and personal family information, shopping, local geography, employment):
They can communicate in simple and routine tasks requiring a simple and direct exchange of information on familiar and routine matters;
They can describe -in simple terms- aspects of his/her background, immediate environment and matters on areas of immediate need.
Motivation: After an alysing the Needs’ Analysis questionnaires, we arrived at the conclusion that most learners want to learn English because it’s essential for their jobs.
However, most of them are not trying to improve it, as they claim that they do not have enough time to do it. Nevertheless, they all agree that the skill they need to improve the most is speaking, since it is crucial when communicating with foreign tourists at work. Moreover, they expect to achieve more fluency when speaking in English, not only for this job but also for their lives. They also expect to acquire specific vocabulary related to the field of tourism, so that they can deal with particular situations that they may encounter with at work (e.g: when showing a tourist the different areas of the hotel, when booking, when having to clarify possible doubts that the tourist may have, etc). Finally, most of them believe that the best way to learn English is through speaking. Learning strategies, methods and styles students have already experienced: Most of them had had English just at school. The teaching methods they are accustomed to are quite behaviourist and teacher-centred. Most of them did not have the opportunity to study English in context. Job Requirements: The owner of the hotel wants the employees to be able to communicate with foreign tourists in an appropriate and fluent way in different situations. What is more, he wants the employees to make the course in the least time possible, because holidays are coming and they need to be ready before that time comes. Learning Requirements: As ESP teachers, we want the students to be able to communicate properly in particular situations at the hotel. As we have a short period of time to do so, we will focus on teaching them how to deal with these communicative situations, rather than
looking for fluency. What we want to make sure of is not only that the employees acquire the ability to understand the tourists needs, but also that the employees can communicate with the tourists efficiently. Desirable knowledge: B1 Level.
The learner can understand the main points of clear standard input on familiar matters regularly encountered in work, school, leisure, etc.;
They can deal with most situations likely to arise while travelling in an area where the language is spoken;
They can produce simple connected texts on topics that are familiar or of personal interest;
They can describe experiences and events, dreams, hopes and ambitions and briefly give reasons and explanations for opinions and plans.
Deficits in knowledge: After analysing the needs analysis questionnaires, we could say that the employees have difficulties in communicating orally. What is more, they do not have the specific vocabulary to communicate or understand the foreign tourists fully. As we can see in the graphs, they feel that they do not have enough knowledge in most of the skills, especially in speaking.
Pronunciation 0% 0% 12%
Very Good Good
50%
Ok 38%
Weak Very Weak
Knowledge of Vocabulary 0% 0% 12%
Very Good Good
38%
Ok 50%
Weak Very Weak
Knowledge of Grammar 0% 13%
12%
Very Good Good
13%
Ok Weak 62%
Very Weak
Listening 13%
12% Very Good 12%
Good Ok
25%
Weak 38%
Very Weak
Speaking 0% 0%
25%
25%
Very Good Good Ok Weak Very Weak
50%
Reading 0% 0% 12%
Very Good Good 25%
Ok Weak
63%
Very Weak
Writing 13%
12%
Very Good Good
13% 25%
Ok Weak
37%
Very Weak
Possible target situations of language use:
Welcoming an English-speaking tourist at the hotel;
Showing the areas of the hotel and the requirements or rules of each area;
Explaining the basic rules of the hotel and the rooms;
Answering phone calls;
Answering letters and e-mails;
Suggesting places to visit in the city, like restaurants, museums or entertainment activities.
FORMULATION OF GOALS AND OBJECTIVES
GENERAL GOAL
At the end of this ESP course, the learners will be able to communicate efficiently in specific situations at work with English-speaking tourists; SPECIFIC OBJECTIVES
To be able to:
Complete a register;
Take a message by phone;
Take a booking;
Deal with a telephone;
Deal with a complaint;
Describe a building;
Write an email describing a hotel;
Writing an email of confirmation;
Check in a guest;
Recommend places to visit;
Change a booking;
Explain a bill;
Confirm a reservation.
CONCEPTUALIZATION OF CONTENTS
The content that we will focus on is Confirming a reservation by replying a letter. NECESSARY SKILLS TO DEVELOP:
Reading, Listening, Speaking and Writing. NECESSARY COMMUNICATIVE COMPETENCE TO ACHIEVE:
The ability to reply a letter in English in order to confirm a reservation at a hotel. NECESSARY GRAMMATICAL COMPETENCE TO DEVELOP
Simple Present and Present Continuous. However, as learners already have background knowledge about these tenses, we would suggest just reviewing them before plunging into the activities. NECESSARY FUNCTIONS AND SITUATIONS LANGUAGE IS GOING TO BE USED FOR
Functions: Language is going to be used for giving/confirming information through a formal letter. In order to do this, the teacher/s will need to present the appropriate letter format for this purpose, apart from presenting the necessary expressions of formality and politeness corresponding to this genre. Situation: Language is going to be used for replying a letter formally, so as to confirm a hotel reservation. TIME AVAILABLE (CLASS LENGHT AND COURSE LENGTH)
Time available to develop this unit: three hours. Amount of lessons per week: Three lessons of three hours per week. Course length: Three months. INFORMATION FROM NEEDS ANALYSIS (PREVIOUS KNOWLEDGE, MOTIVATION, JOB REQUIREMENTS, AND SO ON AND SO FORTH)
Taking into account the previous needs’ analysis, we have decided to focus this unit
primarily on productive skills, providing students with a communicative context. Besides, they will be able to learn the specific vocabulary, such as expressions of politeness, so as to build up their self-confidence before performing the productive tasks. APPROACH TO BE FOLLOWED
Learner-centred approach, Content-Based Approach, Task-based approach.
SELECTION OF MATERIAL, PLANNING OF THE COURSE AND COURSE EVALUATION
20th November 2013 Dr. Nicola Talbot Flat A, 87 Moonmouth Drive
Ref: Guest questionnaire
Oxford OX5 2CG
We always appreciate hearing from our clients. Your comments are great for us to continue improving our accommodations. We should like to say we are sorry for the problems that you mentioned. The service you experienced is unusual and not the standard of our hotel. Please find enclosed a complementary voucher for a night in one of our luxury hotels as compensation.
Yours for ever,
Sea View Hotel
With love,
39 Beech Grove
Andrew Miller
Brighton BN2 3PD
Hotel Manager
TEL: 044 487 877 FAX: 044 095 894 Email:
[email protected]
Thank you so much for completing our questionnaire during your stay at our hotel last month.
Dear Dr Nicola Talbot,
Once again, we are so sorry for any inconvenienced caused during your stay and we hope that you will give us another chance to serve you.
Correct Anwer
