People Innovation Excellence

INTERCULTURAL COMMUNICATION AND SERVICE EXCELLENCE (4 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to: Identify the importance of intercultural communication in today’s global world especially for tourism industry; Define causes of intercultural conflict, adapt to unfamiliar cultures and contribute to greater cooperation; Demonstrate knowledge of customer service technique in dealing with the public and custome in tourism industry

Topics:

  1. Why study Intercultural Communication?;
  2. Three Approaches to Studying Intercultural Communication;
  3. Culture, Context, and Power;
  4. Communication, Context, and Power;
  5. Identity and Intercultural Processes;
  6. Language and Intercultural;
  7. Nonverbal Codes and Cultural Space;
  8. Nonverbal Communication Skills;
  9. Popular Culture and Intercultural Communication;
  10. Pop Culture Project;
  11. Presentation and Discussion related to the project Pop Culture Project;
  12. The Customer Service Profession;
  13. Service Culture;
  14. Customers’ Roles in Service Delivery;
  15. Consumer Behavior In Services;
  16. Projecting a Powerful Image;
  17. Listening to the Customer;
  18. How to Listen;
  19. Verbal communication;
  20. service recovery;
  21. Customer Loyalty;
  22. Customer Service in a Diverse World;
  23. Role Playing;
  24. Discussion and Presentation

Published at : Updated

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