Need Analysis on English Language for Frontliner at Post Office Arjuna (Pos With Us)

Gede Santiawan (Universitas Pendidikan Ganesha)
Putu Kerti Nitiasih (Universitas Pendidikan Ganesha)
Ni Wayan Surya Mahayanti (Universitas Pendidikan Ganesha)

Abdi Cendekia: Jurnal Pengabdian Masyarakat
Vol 5 No 4 (2026): Desember (In Press)

Since English is used in every aspect of work, especially in hospitality areas including post offices as amenity support, there was a need for frontliner's English skills which affected the communication to the guest. To overcome this, need analysis research was done in a case study approach to the post office. It was found that frontliners lacked listening and speaking skills, and wanted to increase those skills as well. The special attention was given to heavy English accents, as well as gaining more vocabulary, either to perform better in the post office, or for frontliner’s career development in the future. The way of learning chosen was authentic learning with real practices since the post office is located near a tourism area. This research encouraged other researchers to develop English for Specific Purposes courses specifically in the post office area and gather more information on reading and writing skills to get a balanced course later.