INTERCULTURAL COMMUNICATION AND SERVICE EXCELLENCE (4 Credits)
Learning Outcomes:
On successful completion of this course, students will be able to: Understand the importance of intercultural communication in today’s global world; Recognize causes of intercultural conflict adapt to unfamiliar cultures and contribute to greater cooperation; Demonstrate knowledge of customer service techniques in dealing with the public.
Topics:
- Why study Intercultural Communication?;
- Culture, communication, context and power;
- Intercultural communication processes;
- Nonverbal codes and cultural space;
- Popular culture and intercultural communication;
- Striving for engaged and effective intercultural communication;
- The customer service profession;
- Contributing to the service culture Skill for success;
- Building and Maintaning relationship;
- Service breakdowns and service recovery;
- Customer service in a diverse world;
- Customer service via technology;
- Encouraging customer loyalty.
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