People Innovation Excellence

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:

  1. Why study Intercultural Communication?;
  2. Culture, communication, context and power;
  3. Intercultural communication processes;
  4. Nonverbal codes and cultural space;
  5. Popular culture and intercultural communication;
  6. Striving for engaged and effective intercultural communication;
  7. The customer service profession;
  8. Contributing to the service culture Skill for success;
  9. Building and Maintaning relationship;
  10. Service breakdowns and service recovery;
  11. Customer service in a diverse world;
  12. Customer service via technology;
  13. Encouraging customer loyalty.

Published at : Updated

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