DEUTSCH ALS FREMDSPRACHE IM TOURISMUS

Abstract

Die vorliegende Arbeit hat zum Ziel, Vorschläge und Hinweise zur Erstellung eines tourismusbezogenen Lehrwerks für Deutsch als Fremdsprache Untersuchungen zu geben. Hierfür werden sowohl die Sprechintentionen als deutschsprachigen Touristen und den türkischen Mitarbeitern in der Tourismusbranche wie Kellner, Rezeptionisten und Animateure vorkommen. Die Daten wurden im Rahmen einer qualitativen Forschungsarbeit mit teilstrukturierten Interviews erhoben. Die Interviews wurden mit siebzehn Experten im Jahr 2013 durchgeführt, die in unterschiedlichen Bereichen der Tourismusbranche tätig sind. Experten aus folgenden Berufsgruppen wurden interviewt: fünf Personen arbeiten als Rezeptionisten in einem Hotel, eine Person als Kundenbeziehungsmanager, zwei Personen als Kellner, zwei Personen als Barkeeper und weitere zwei Personen als Animateure. Außerdem wurden Interviews mit zwei Hoteldirektoren, einem Reisebüroleiter, einer Betriebsleiterin Datenauswertung und –darstellung der Experteninterviews erfolgte durch die NVivo 8 Software. Das Datenmaterial wird mittels induktiver Kategorienbildung im Rahmen der zusammenfassenden qualitativen Inhaltsanalyse ausgewertet. Zuerst wurden die Interviews mehrmals durchgelesen, um die Daten auf jene Information zu reduzieren, die für die Analyse wichtig sind. Danach wurden sie nach Berufsgruppen (Kellner, Rezeptionisten und Animateure) kategorisiert. In einem weiteren Arbeitsschritt wurden die Daten in Subkategorien eingeteilt.Bei der Analyse wurden zahlreiche Sprechabsichten und Redemittel festgestellt, welche nach Berufsgruppen (Kellner, Rezeptionisten und Animateure) kategorisiert wurden Schlüsselwörter: Tourismusausbildung, tourismusbezogene DaFLehrwerke, regionale DaF-Lehrwerke, tourismusbezogene Sprechabsichten, Kommunikationsstörungen. GERMAN AS A FOREIGN LANGUAGE IN TOURISM ABSTRACT Drawing from a scientific research, this study aims to identify common speech intentions and patterns that occurred between Germanspeaking tourists and Turkish staff in the tourism industry such as waiters / waitresses, receptionists and animators. Data were collected via semi-structured interviews by adopting qualitative research methods. Semi-structured interviews were conducted with 17 experts from different areas of tourism industry in 2013. The expert participants comprise 5 receptionists, 1 public affair manager, 2 waiters / waitresses, 2 barman, 2 animators, 1 travel agency manager, 1 operations manager, and 1 food & beverages manager. The data collected were analyzed by using NVivo 8 software and out of them, categories were determined inductively and examined by adopting a qualitative content analysis method. Pertaining to three-phase analysis, first, interview transcript was read several times to reduce the data down to foci that are important for analysis. Secondly, a variety of speech intentions and patterns were identified that were further classified according to occupation (waiters / waitresses, receptionists and animators). At the final phase of the analysis, the data were divided into still further sub-categories. It is hoped that the findings will ultimately provide suggestions and tips for designing German as a foreign language (GFL) coursebook package for the tourism industry. STRUCTURED ASBTRACT Understanding and building an effective communication with the tourists is necessary to make them feel welcome, comfortable and at home. Therefore, it is important that staff in the tourism industry know the tourists’ first language or another foreign language that the tourists already know. The current study aims to identify common speech intentions and patterns that occurred between Turkish staff in the tourism industry (waiters / waitresses, receptionists and entertainers) and Germanspeaking tourists in Turkey. Data were gathered from semi-structured interviews that were conducted with 17 experts from different areas of tourism industry in 2013. These areas of expertise range from receptionist (5), waiter / waitress (2), barman (2), animator (2) to hotel manager (2), public affair manager (1), travel agency manager (1), operations manager (1) and food and beverages manager (1). As given below, an interview guide with a number of questions was used in order to identify the aforementioned speech intentions and patterns.  How did you learn German? Have you ever taken Occupational German class during your school years?  Which staff mostly gets in touch with German-speaking tourists in the hotel you work for?  What are the main reasons (intentions) of interaction between a waiter / waitress and German-speaking tourists in the hotel you work for?  What are the main reasons (intentions) of interaction between a receptionist and German-speaking tourists in the hotel you work for?  What are the main reasons (intentions) of interaction between an animator and German-speaking tourists in the hotel you work for?  Can you please give me some speech patterns that are specifically pertaining to the above-mentioned speech intentions (reasons of interaction)? After informed consent was obtained from the participants, semistructured interviews were conducted and recorded by using digital tools. They were later transcribed verbatim. Interviews lasted between 5 and 25 minutes long and conducted in Turkish given the participants’ mother tongue, which is Turkish. The collected data were analyzed by using Nvivo 8 software. After a careful examination, a data reduction was made and categories were created out of interview data by adopting bottom-up method. Following this, a qualitative content analysis was made. Drawing from content analysis, quite a few of speech intentions were identified between German-speaking tourists and the staff in tourism industry, which were further classified according to occupation. In addition, speech patterns that are pertaining to particular speech intentions were also identified. The findings of this study are presented across occupation as fo