English for airport ground staff

This article describes part of a European Commission Leonardo project that aimed to design a multimedia course for English language learners seeking work as ground staff in European airports. The structural–functional analysis of the dialogues written from the course showed that, across the four trades explored (security guards, ground handlers, catering staff and bus drivers), the present simple and clausal ellipsis abounded. It also revealed differences between trades. Will future was mostly used by security guards, ground handlers and bus drivers, when referring to regulations and offering their own action. Direct orders were given mainly by security guards and bus drivers, to enforce the law and keep passengers moving. Passenger complaints were met by security guard pseudo-apologies, but bus drivers rarely apologised. Catering staff and bus driver dialogues featured the polite would, can and could in offers and requests, accompanied by greetings, farewells, pleases, thank yous and formal address forms. Security guards used hedges to mitigate their threat to passengers while ground handler routines allowed little time for interactional softeners.

► Guards, ground handlers and drivers commonly use ‘will’ and give orders.
► Complaints but apologies are less common.
► Politeness markers are important.