VOCABULÁRIO E TONS ATITUDINAIS
Autor: Daniela Barro | Publicado: 2012-06-08T19:47:00-07:00

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Vocabulário



Os resultados mais
relevantes dizem respeito às habilidades linguísticas mais necessárias e ao
nível de proficiência da língua-alvo. Constatou-se que as habilidades da fala e
entendimento da fala são as mais importantes no setor hoteleiro por capacitarem
os funcionários a realizarem uni maior número de tarefas, sendo também as
habilidades com maior frequência de uso. Com relação ao nível de proficiência
na língua-alvo, a maior parte dos cargos pesquisados exige um conhecimento
básico da língua-alvo, envolvendo principalmente o domínio de funções linguísticas
de comunicação formulaica, que se repetem em situações previsíveis.



O cargo de
recepcionista, porém, merece maior atenção por ser o único que exige fluência
oral completa, pois trava contatos mais demorados com os hóspedes em situações
nem sempre previsíveis.









Tons Atitudinais



As interações
comunicativas no setor hoteleiro ocorrem num ambiente psicológico que pode ser
caracterizado como público e formal, numa relação de inferior para superior (funcionário
para cliente / anfitrião para hóspede).Consequentemente, de cada um dos funcionários
em questão são exigidas as seguintes características comportamentais: amabilidade,
cordialidade, polidez, habilidade, interesse, formalidade, pontualidade,
simpatia, respeito, discreção e tolerância.