Investigation And Research On The Language Service Status Of Employees In The Express Delivery Industry In Zhengzhou

With the rapid development of the express industry,its employees have frequently contact with the public,and its language service is worth paying attention to.This paper takes the employees of the express delivery industry in Zhengzhou as the main object of investigation with literature method,questionnaire investigation method,interview method and other research methods.With the help of SPSS,Excel and Wenjuanxing,this paper conducts an in-depth analysis of the questionnaire data of 106 express delivery practitioners and 115 local residents.Combined with 7 valid interviews and 17 valid cases collected,it objectively describes the current situation of language services for practitioners,and analyzes the problems existing in language services and their causes.On this basis,some pertinent suggestions are put forward.The paper mainly consists of four parts.The first chapter objectively shows the general language services situation of the express industry practitioners in Zhengzhou from four perspectives: the basic situation of the language,the use of polite expressions,the analysis of the dialogue process,and the use of paralinguistic symbols.On the whole,the Mandarin of most practitioners is not standard and needs to be improved.In the service,the native language is used as the main language.The foreign language level of practitioners is generally low.And they show language characteristics such as fast speaking,concise language,and prominent focus information.Practitioners generally use politeness language such as meeting language,farewell language,and apology language frequently,but there are also certain individual differences.When practitioners have a dialogue with their service objects,they are naturally connected and smoothly converted,which is affected by the actual situation,there will be pauses,interruptions,silences,repetitions,accents,etc.Besides,practitioners' use and emphasis on smiling services are generally better than physical movements.The second chapter probes into the problems existing in the language service of the express delivery industry practitioners.It is pointed out that the practitioners have the following four problems: uncivilized use of words,inappropriate use of salutation,frequent discourse conflicts,and improper use of paralinguistic symbols.Among them,the phenomenon of rude speech by practitioners is more common,but it is mostly related to the personal character and the way of speaking.The subjective violation of foul language,threats and abuse are more worthy of attention and research.The third chapter further analyzes the reasons for the problems existing in Zhengzhou express industry practitioners.It is mainly manifested in three aspects: as far as practitioners are concerned,their awareness of language service is weak,their language level is insufficient,and their own quality is low.Relevant management departments also have loopholes in related management such as imperfect systems and inadequate supervision.In addition,coupled with the weak awareness of consumers' rights protection and lack of language ethics,these factors have led to the above-mentioned problems in language services of the express delivery industry.The fourth chapter puts forward corresponding suggestions for the problems existing in the language service of the express delivery industry employees.Practitioners themselves should enhance their language service awareness and improve their language level.Relevant management departments should formulate service language norms in the express industry that meet the communication requirements,organize comprehensive and systematic language service training.Moreover,it is necessary to improve the regular assessment system and improve the supervision and evaluation system.