曼谷航空公司空乘人员的民航汉语教学应用研究

Abstract

随着中国出境旅游市场持续发展，汉语在国际民航服务与安全沟通中的作用不断提 升。曼谷航空公司作为泰国区域性精品航空公司，承载大量中国旅客，但泰籍空乘人员的汉语 能力仍难以完全满足高标准客舱服务、飞行广播及突发情境沟通的需要。本文以曼谷航空公司 空乘人员为研究对象，聚焦机上常规服务、飞行安全指令与高压突发情境中的汉语使用问题， 旨在分析其汉语应用现状、归纳主要沟通困难，并检验情境化民航汉语教学对职业语言能力提 升的效果。 本研究采用文献分析、实地观察、问卷调查与教学实验相结合的方法。问卷共发放 120 份，回收有效问卷 108 份，有效率为 90%；教学实验选取 70 名具备初级及以上汉语基础的空乘 人员，按排班可参与时间与同一时段内随机分配原则分为实验组 35 人和对照组 35 人。实验组 采用“情境模拟+专业术语训练+跨文化策略训练”的教学模式，对照组采用“词汇背诵+语法 讲解+固定对话练习”的传统教学模式，并通过前测、后测及课堂观察比较教学效果 研究结果表明，干预前空乘人员汉语口语总体达标率为 34.6%，说明其日常服务表达与 基本客舱沟通能力仍有待提高。同时，超过半数受访者在航班延误、设备故障等应急情境中难 以用汉语进行解释与安抚，且在突发医疗状况、安全指令传递及旅客情绪安抚等复杂情境中的 汉语表达能力仍存在明显不足。教学干预后，实验组在语言准确性、安全指令传递、抗干扰表 达及跨文化沟通方面的描述性评分均明显高于干预前，也优于对照组 研究认为，民航汉语教学应从通用语法导向转向岗位任务与情境应用导向，强化标准 化术语、应急指令、噪音和高压场景训练及中泰跨文化沟通策略，以提高空乘人员在真实客舱 环境中的汉语服务与安全沟通能力。

With the continuous development of China’s outbound tourism market, the role of Chinese in international civil aviation services and safety communication has become increasingly significant. As a regional boutique airline in Thailand, Bangkok Airways serves a lot of Chinese passengers; however, the Chinese language proficiency of its Thai cabin crew still does not fully meet the needs of high standard cabin service, in-flight announcements, and communication in emergency situations. Taking Bangkok Airways cabin crew as the research subjects, this study focuses on the use of Chinese in routine in-flight service, flight safety instructions, and high-pressure emergency contexts. It aims to analyze the status of Chinese language application, summarize major communication difficulties, and examine the effectiveness of scenario-based aviation Chinese instruction in improving occupational language competence. This study adopts a combination of literature analysis, field observation, questionnaire survey, and teaching experiment. A total of 120 questionnaires were distributed, and 108 valid responses were collected, with a validity rate of 90%. The teaching experiment involved 70 cabin crew members with elementary or above Chinese proficiency. Based on their available schedules and random assignment within the same available time periods, they were divided into an experimental group of 35 participants and a control group of 35 participants. The experimental group received instruction through a teaching model combining scenario simulation, professional terminology training, and cross-cultural strategy training, while the control group received traditional instruction based on vocabulary memorization, grammar explanation, and fixed dialogue practice. Teaching effects were compared through pre-tests, post-tests, and classroom observation. The results show that, before the intervention, the overall pass rate of cabin crew members’ spoken Chinese was 34.6%, indicating that their routine service expressions and basic cabin communication abilities still needed improvement. At the same time, more than half of the respondents found it difficult to use Chinese to explain situations and reassure passengers in emergency contexts such as flight delays and equipment malfunctions. They also showed obvious deficiencies in Chinese expression in complex situations such as in-flight medical emergencies, safety instruction delivery, and passenger reassurance. After the teaching intervention, the experimental group’s descriptive scores in language accuracy, safety instruction delivery, anti-interference expression, and cross-cultural communication were clearly higher than before the intervention and also higher than those of the control group. The study suggests that aviation Chinese teaching should shift from a general grammar-oriented approach to a job-task and scenario-application-oriented approach. It should strengthen standardized terminology, emergency instructions, noise and high-pressure scenario training, and Sino-Thai crosscultural communication strategies, so as to improve cabin crew members’ Chinese service and safety communication abilities in real cabin environments.