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:
- Why study Intercultural Communication?;
- Three Approaches to Studying Intercultural Communication;
- Culture, Context, and Power;
- Communication, Context, and Power;
- Identity and Intercultural Processes;
- Language and Intercultural;
- Nonverbal Codes and Cultural Space;
- Nonverbal Communication Skills;
- Popular Culture and Intercultural Communication;
- Pop Culture Project;
- Presentation and Discussion related to the project Pop Culture Project;
- The Customer Service Profession;
- Service Culture;
- Customers’ Roles in Service Delivery;
- Consumer Behavior In Services;
- Projecting a Powerful Image;
- Listening to the Customer;
- How to Listen;
- Verbal communication;
- service recovery;
- Customer Loyalty;
- Customer Service in a Diverse World;
- Role Playing;
- Discussion and Presentation
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