Opinto-opas

Osaamistavoitteet

Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service

Toteutustapa ja opetusmenetelmät

This course is taught in class.

The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.

Assignments will be done both individually and in groups, and often will include both written and spoken parts.

Ajoitus ja läsnäolo

Spring term of 2022. Regular attendance on at least 80% of the lessons is required.

Oppimateriaali ja suositeltava kirjallisuus

Material provided by the teacher through Moodle.

Toteutuksen valinnaiset suoritustavat

To be discussed on a case-by-case basis.

Oppimisympäristö

In-class lessons, assignments and theory material through Moodle.

Opiskelijan ajankäyttö ja kuormitus

5 ECTS, equivalent to 135 hours of work. Approximately 28 lessons (á 45 minutes) throughout the spring term.

Sisältö

Current topics of relevance to the hospitality field:

- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)

- managing your staff (communication with your employees)

- events organization (event management, stages of event planning, communication with vendors)

- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)

- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)

In addition to the above, a student is expected to participate in the group project.

Lisätietoja opiskelijalle: mm. edeltävä osaaminen

The course is taught at a B2 level according to the Common European Framework. 

Arviointimenetelmät

The course is evaluated on the basis of continuous assessment.

Active participation in all course activities impacts the course grade.

Arviointiasteikko

1-5

Hylätty (0)

The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.

Arviointikriteerit: taso 1: (arviointiasteikko 1-5)

The student has a satisfactory knowledge of the course content.

The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.

Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.

Arviointikriteerit: taso 3 (arviointiasteikko 1-5)

The student has a good knowledge of the course content.

The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.

Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.

Arviointikriteerit: taso 5 (arviointiasteikko 1-5)

The student has an excellent knowledge of the course content.

The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.

Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.