An Analysis of the English Language Needs of Customer Contact and Secretarial Operation Coordination Level IV Trainees

This study is mainly conducted to find out the English language needs of Customer Contact and Secretarial Operation Coordination Level IV trainees. To achieve this objective, purposive sampling technique was used to select content area teachers while comprehensive sampling technique was used to include trainees and English language teachers. A survey research was the design of this study. To this end, questionnaire and interview were employed to collect data. Both quantitative and qualitative methods of data analysis were used for the study. The finding of the study showed that writing, speaking, reading and listening skills are prioritized by trainees according to their order. In the area of micro skills, listening to lectures to take notes and listening to class discussions were showed as highly needed micro-skills. With regard to speaking activities, asking and answering questions and participating in whole class discussion were highly needed speaking micro-skills. Reading reference books and reading lecture notes, writing different project works like term papers, assignments and sample personal and business letters were identified as the most important speaking and writing micro-skills. Vocabulary was found more important than grammar. Most trainees reported that they find asking and answering questions and writing different project works like term papers and assignments, sample personal and business letters difficult. The reason for this might be the courses offered are inefficient to help them develop these skills. Disparity was also found between their language problems and the courses they take. Finally, based on these findings, recommendations were also forwarded. Keywords: English language needs, macro- and micro-skills, reading, writing, speaking, listening DOI: 10.7176/RHSS/10-17-03 Publication date:September 30th 202