Development of Supplementary Learning Materials Based on Standard Campus Communication Phrases for The Customer Service Course at Aviation Polytechnic of Surabaya

Abstract

The aviation industry requires human resources with professional service communication skills and English proficiency to support interactions with passengers. To standardize English communication in transportation higher education institutions, the Transportation Human Resources Development Agency (BPSDMP) introduced Standard Campus Communication Phrases (SCCP) in 2022. However, Customer Service learning at Aviation Polytechnic of Surabaya has not been supported by contextual supplementary learning materials integrating SCCP, while existing English learning materials generally emphasize language proficiency rather than standardized communication practices in aviation services. Addressing this gap, this study developed SCCP-based supplementary learning material designed for Customer Service course at Aviation Polytechnic of Surabaya. The study employed a Research and Development (R&D) approach using the 4D model, consisting of the Define, Design, Develop, and Disseminate stages. The product was designed using Figma and implemented through the institution’s Learning Management System (LMS). Data were collected through needs analysis questionnaires, expert validation sheets, and interviews with cadets. The results showed that the developed supplementary learning material met the identified learning needs of cadets and achieved a 100% feasibility score based on expert validation of the material, media, and language aspects using predetermined assessment criteria, indicating that all evaluation indicators were fulfilled. Interview findings also revealed positive responses regarding the content, usability, and relevance of the material to aviation customer service communication. The developed supplementary learning material provides a contextual learning resource that facilitates the implementation of SCCP in the Customer Service course and supports the development of English communication competence required in aviation vocational education.