本研究旨在探討臺灣國籍航空公司外籍空服員之華語跨文化溝通學習需求。研究目的包含（一）分析外籍空服員在職場所需之華語跨文化溝通需求；（二）建構具體之華語跨文化溝通情境；（三）了解航空公司對其外籍空服員之華語跨文化溝通能力要求。本研究採專門目的語言教學之需求分析為架構，結合航空華語教材內容分析與跨文化溝通能力向度，針對長榮航空、中華航空及星宇航空之臺灣籍空服員及主管、乘客進行半結構式訪談。研究結果發現，除飛航安全相關內容、緊急狀況處理外，一般服務情境對華語能力要求不高；跨文化溝通之五大向度中，以態度、跨文化互動與發現、認知、詮釋與連結具重要性。不同於過往研究，本研究發現外籍空服員的華語能力並非溝通關鍵，而是跨文化溝通態度之展現。對同事與主管而言，外籍空服員最重要的是表現主動性；對乘客而言，具備基礎華語表達（如禮貌用語）並在溝通受阻時展現積極處理之服務態度，即可滿足需求。本研究建議航空公司應深化跨文化溝通能力之培訓，協助外籍空服員減輕工作壓力並提升飛航安全與服務品質。

This study aims to investigate the Mandarin intercultural communication learning needs of foreign cabin crew members in Taiwan-based airlines. The research objectives are threefold: (a) to analyze the intercultural communication learning needs of foreign cabin crew; (b) to construct specific workplace scenarios requiring intercultural communication in Mandarin; and (c) to understand the requirements set by airlines regarding their foreign crew’s intercultural communication competence. Grounded in the framework of Learning Needs Analysis within Language for Specific Purposes (LSP), this study combines content analysis of existing Aviation Chinese materials with dimensions of intercultural communication competence. Semi-structured interviews were conducted with Taiwanese cabin crew, supervisors, and passengers from EVA Air, China Airlines, and STARLUX Airlines. The findings indicate that, beyond safety-related protocols and emergency procedures, the required level of Mandarin proficiency in other scenarios, such as meal services, is relatively low. Incorporating the five dimensions of intercultural communication competence reveals that attitudes, interaction and discovery, knowledge, and skills of interpreting and relating are of significant importance. Contrasting with previous studies that emphasized language proficiency, this research concludes that the primary factor influencing communication is the manifestation of intercultural attitudes rather than linguistic fluency. For colleagues and supervisors, proactivity is the most critical trait for foreign crew; for passengers, basic oral communication (e.g., polite formulas) combined with a proactive, helpful service attitude during communication breakdowns is sufficient to meet their needs. It is recommended that airlines integrate and deepen intercultural communication training to reduce work stress for foreign crew while enhancing aviation safety and service quality.

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網路資料
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