Research On Language Services In Ground Public Transportation In Xi'a

Ground public transport as a window to show the image of the city plays an important role in urban development.In recent years,the communication and relationship between drivers and passengers,and the ability and methods of ground public transportation to cope with public emergencies have attracted social attention.Compared with rail transit,the scope of ground public transport services is more complex,so the challenges faced by language service providers and language service environments in the latter are more formidable.This paper takes the language service provided by the diver and conductor of Xi’an ground public transport industry and the language service in its environment as the research object,investigates the current situation of language service from the perspective of service providers,discusses the problem of language service,namely speech conflict,and evaluates the language service from the perspective of service recipients.Finally,by comparing and analyzing the current situation of language services and the experience of language service recipients,effective and reasonable suggestions are provided for improving the language services of the ground public transport industry.This paper is mainly composed of five chapters.The first chapter is the introduction,mainly introduces the ground public transport language services in the linguistic concept of positioning,including the reasons for the topic,language services and industry language services research status,research content and methods,research value and concept definition.We believe that language services are activities by which actors provide language-based assistance to other actors or societies.The second chapter describes the current situation of language services of ground public transport.Firstly,according to the feedback of the questionnaire survey,the paper describes the language ability,language choice,politeness and bad language and the use of paralanguage of Xi’an ground public transport drivers.Then,the language services in the ground public transport environment are displayed according to the photo field survey method.The survey is divided into service logo,broadcast,electronic display-based offline language services and online platform services.Finally,the management of language services by ground public transport and the measures to deal with public emergencies are briefly described.The third chapter completely discusses the whole process of triggering verbal conflicts in the process of ground public transport services.This paper summarizes the structure of speech conflict from the perspective of discourse analysis,analyzes the causes and intensification of speech conflict,explores the factors restricting the occurrence of speech conflict,and puts forward some methods to resolve speech conflict.The fourth chapter from the perspective of passengers,through the questionnaire data,analysis of consumers’ evaluation of the services they receive and consumer demand.The fifth chapter to solve the problem as a starting point,according to the above thinking analysis of ground public transport language service problems,and provide feasible suggestions for its management.The main points that the author hopes to explain in this paper are as follows :(1)Language ability is the necessary condition for the driver and conductor to realize the labor value,and the use of language selection,politeness and paralanguage reflects the service consciousness of the driver.From the above aspects,the language services provided by the staff of ground public transport in Xi’an basically meet the needs of passengers,and have a certain sense of service,but there is still room for improvement.(2)There is a slight disconnection of social concerns between service signs,broadcasting and electronic display screens in the language environment of operating vehicles.The content of language service environment cannot be adjusted in time according to the needs of urban development,so as to meet the needs of the masses and alleviate the service pressure of driver and conductor.(3)Ground public transport,as a hub for connecting multi-domain language services,needs to pay attention to synergies between various areas and to the special status of emergency language services.Xi’an has made efforts for it,such as the development of a manual for drivers to meet the sports meeting.(4)Adjacent “ request-rejection ”and “criticism-response” are the key points to trigger verbal conflicts in ground public transport.The causes of verbal conflict are arranged in the order of influence : inability of mutual understanding between discourse subjects > face of impolite language and behavioral threat > driver-passenger conflicts within and between roles > dissatisfaction of communicators with situational context >lack of communication ability.(5)The factors of ground public transport restricting speech conflict are face factors and power relations.In the face of verbal conflicts,driver and conductor choose more positive faces to show their service consciousness,which reflects the possibility of being an important communicative subject to resolve verbal conflicts.But the lower power makes it lack of appeal and credibility in dealing with emergencies.