Integração da aprendizagem formal, não formal e informal mediada por convergência de mídias em um programa de inglês para restaurantes

• Autor(a) principal: Pereira, Eliane Nascimento
• Data de Publicação: 2015
• Tipo de documento: Tese
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da UERJ
• Texto Completo: http://www.bdtd.uerj.br/handle/1/14798
• topic: Quality and tourism professional qualification; Workplace learning; Media convergence; English for Specific Purp; Qualidade e qualificação profissional para o Turismo; Educação corporativa; Convergência de mídias; Inglês para fins específicos; Educação; Língua inglesa; Turismo; CNPQ::CIENCIAS HUMANAS::EDUCACAO::ENSINO-APRENDIZAGEM

Biodiversity increases the potential of the tourism expansion in Brazil, compared to other countries. Tourism is classified as a service, offered by a wide range of professionals. Therefore, companies are expected to understand the need of investing in professional qualification, because the service quality is defined by the interaction between professionals and customers. At the moment of truth, communication plays a decisive role for service quality. In international tourism, communication in foreign language is an indispensable requirement for these professionals. Taking that into consideration, this research aims at defining a methodology for an in-service English program for professionals who work in restaurants, integrating the areas of service quality and tourism professional qualification, workplace learning, language learning and media convergence. In order to achieve this goal, a case study has been conducted, divided into two selected activity systems which were analyzed, using Activity Theory. The first activity system aimed to identify and integrate the concepts and principles of the areas described, resulting in guidelines, used to develop the English program. In this activity, we have identified a working protocol for the professionals who work in restaurants, which means the daily tasks performed to interact with customers. Aiming at relating tasks to English program contents, the analysis of the needs was conducted by interviewing 25 professionals from four different restaurants. This step allowed us to check if the professionals confirmed the protocol, as well as their personal profiles, their perception related to English as a working tool and the daily use of technology. The second activity adopted the guidelines set in the first activity as a rule. The development of the learning mediation tools for the English program was the object, resulting in the final methodology of English Language Program for Restaurants. In this sense, the mediation tools were based on formal learning concepts with onsite classes and printed materials; non-formal, based on MALL (Mobile Assisted Language Learning) and CALL (Computer Assisted Language Learning) activities; and informal, proposing materials and tools available on the web. Thus, the program will incorporate the concepts of media convergence, offering the professionals the possibility to define their own learning path, using different resources. Beyond the results achieved in implementing the two activities, we conclude that the development of an interdisciplinary research is a complex challenge which demands commitment and dialogue among the scientific areas, searching for true integration without conceptual and methodological constraints of either area