Study Guide

Learning outcomes

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

Implementation and methods of teaching

This course is taught in class but also features independent learning and online assignments.

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 will include both written and spoken tasks.

Timing and attendance

Spring term of 2024. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated. The lessons will be held on the Lappeenranta campus.

Learning material and recommended literature

Material provided by the teacher through Moodle.

Alternative completion methods

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

Learning environment

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

Student time use and work load

5 ECTS, equivalent to 135 hours of work. 10 lessons (á 90 minutes) throughout the spring term (this number may change a little in the planning process, detailed information will be provided at the start of the course.

Contents

Topics of the course include:

- 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)

On the course students will invent a hypothetical hotel which also provides serivces in the restaurant and tourism fields. The assignments on the course will be completed from the point of view of the student's own company.

Additional information for students: previous knowledge etc.

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

Assessment criteria

The course is evaluated on the basis of continuous assessment.

Active participation in all course activities impacts the course grade.

Assessment scale

1-5

Failed (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.

Assessment criteria: level 1 (assessment scale 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.

Assessment criteria: level 3 (assessment scale 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.

Assessment criteria: level 5 (assessment scale 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.