Report on 353 interviews carried out in 7 European countries

relating to the use of languages in the Tourism Sector

Research carried out by the work group “SLEST” for the

“Leonardo-da-Vinci” project

The present project is financed with the approval of the European Commission. The authors are the sole owners of this publication and the commission denies all responsibility for the possible use of the

information contained herein.

Number of interviewees per professional sector

0

20

40

60

80

100

120

140

160

180

hotel travel agency other

How important are foreign languages in your job? Which languages and at what level?

(shown in %)

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10

20

30

40

50

60

70

80

90

English French German Spanish Other

In which work-related situations are these languages often used?

(can vary according to profession)

• contact with clients

• contact with foreign partners

• marketing and promotion

• correspondence

• on the telephone

Which language skills do you use the most?

(shown in %)

0

10

20

30

40

50

60

70

80

90

Speaking Listening Writing Reading Translation

What is your level of knowledge in your 1st foreign language?

• The majority of interviewees answered “good” (usually English), but there were differences depending on countries

• In Eastern European countries the level seems to be higher

• In Britain the level is generally “sufficient” (primarily in French)

What is your level of knowledge in your 2nd foreign language?

• Here the majority said “sufficient”, but this time there were differences depending on country

• A certain number of interviewees admitted to NOT speaking a second language

• In Eastern European countries many more people speak a second language and at a good level

If you think of the language that you know the best, what do you have problems with?

• If there are problems, often they are related to terminology, followed by problems with idiomatic phrases

• In third place is pronunciation

• The area which creates the least problems is grammar

And in terms of the second language?

• Obviously, the second language generally creates more problems

• The problem areas seem to be more or less the same as the first language

Regarding the problems described in the previous question, do they represent an obstacle for

communication?

• With regard to the first language, only around 20% of interviewees said yes

• The answers changed for the second language; here almost 50% admit to having some problems

(see note)

When you applied for your job did you have a language qualification?

• The large majority answered “no”

• It is common that candidates have to do a language test at interview

• However, those who did have a certificate said that it gave them an advantage

Do you think that an internationally recognised language qualification could be an advantage for

career progression?

• In general those interviewed believe a qualification can be an advantage

• Only in Britain did the majority say “no”

• It is an advantage especially if wanting to work in another country

If you answered yes to the previous question, what sort of qualification should it be?

Answers vary according to country but in general the answers were

(in this order):A certificate from:

1. An international awarding body

2. A university

3. A school or college

Which language skills should be certified?

• The large majority said that it should include general knowledge of the specific area of the profession in question

• A certain number of interviewees underline the importance of a specific language for the sector

Do you encounter particular problems when communicating with someone of a different

nationality?

• The majority said “no”

• If problems do occur, it is often when both try to speak in a foreign language

• Some have problems with other people’s pronunciation

Have you personally experienced intercultural problems in the course of your work?

• The large majority said “no”

• In cases where intercultural problems had to be resolved (about 20% of interviewees), these were so varied that the interviewee could not indicate a specific situation

Do you remember a situation where you or the person you were speaking to had serious

difficulties with starting, continuing or finishing an act of communication because of language

problems? • About 90% of interviewees answered “no”;

but often managers, who don’t speak a foreign language well are helped by other assistants (especially in Britain)

• Almost all say that they are capable of solving problems in some way, even, if it comes to it, by using hand gestures!

How would you judge the knowledge of foreign languages amongst people in your

country who have the same role?

• Usually, language knowledge is judged to be higher in the hotel sector than in the travel agency sector

• There are big differences between countries (especially in Eastern European countries, where the level seems considerably higher; in Britain, by contrast, the need to learn other languages does not seem to be felt as much)

The importance of having a “good” knowledge of languages in various countries (in %):

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10

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70

France Germany England Italy

HotelOther sectors

The importance of having a “good” knowledge of languages in various countries (in %):

0

10

20

30

40

50

60

70

80

90

Poland Slovenia Spain

HotelOther sectors