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English for Operation Managers

Title
English for Operation Managers
Authors
장인향
Issue Date
2018
Department/Major
외국어교육특수대학원 TESOL학과
Publisher
이화여자대학교 외국어교육특수대학원
Degree
Master
Advisors
Candice A. MacDonald
Abstract
The target audience for my Portfolio is a group of operation managers working at a customer care center for a global brand. Their English level ranges from Intermediate-Mid to Intermediate-High, according to ACTFL. They are in their mid 30’s to late 40’s, and are lacking in communicative competence in English. This is due to the curriculum in Korean middle and/or high schools, which is mostly based on receptive skills, rather than productive skills (Lee, 2015, p. 38-42.) There are a number of areas in which the managers I teach need to use varied communicative skills in English. First, they participate in daily operations meetings every morning. Meetings are led by a moderator, who observes the performance metrics chart from the previous day, and identifies any outlying data or struggling companies from different regions (or referred to as “sites”.) The managers have to understand when our site is identified as performing poorly in certain areas, and then provide explanations for the questions asked by the moderator. At times the moderator would ask if there are any plans for improvements and which actions will be taken moving forward. As a result, the managers must understand and be able to read numbers accurately from charts, be able to offer appropriate action plans to improve performance, and to balance other communicative skills on conference calls.
Description
석사학위를 수여받기 위해 제출된 포트폴리오임. 이 논문은 저자가 원문공개에 동의하지 않은 논문으로, 도서관 내에서만 열람이 가능하며, 인쇄 및 저장은 불가합니다.
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외국어교육특수대학원 > TESOL학과 > Theses_Master
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