Full Title:Communications for the Service Industry
Module Code:COMM B7Z08
 
Credits: 5
Valid From:Semester 1 - 2013/14 ( September 2013 )
Module Delivered in 7 programme(s)
Module Description:This module will enable the learner to develop a 'Professional Skills set' such as Interpersonal skills: analytical, problem-solving skills, developed through researching, evaluating and presenting arguments; Written communication skills: gained from report writing; Negotiation, teamwork, leadership and delegation skills: developed through working on a group project. As hospitality professionals, they must be able to demonstrate a genuine interest in providing a 'Welcome' for the guest and be aware of the growing importance of Cultural Diversity in the workplace.
Learning Outcomes:
On successful completion of this module the learner should be able to
  1. Demonstrate the knowledge and apply the necessary skills for successful written, oral and non-verbal communication in the business context
  2. Recognise the growing importance of inter cultural communication in the workplace
  3. Discern how his/her 'Professional skills' are perceived by and impact upon customers and colleagues
  4. Create opportunities to support a 'Welcome Business'
 

Module Content & Assessment

Indicative Content
Culture and Communication in the Workplace
Introduction to Communication practices. The importance of communication in the workplace. The growing culturally diverse industry. Inter cultural communication at Work:Barriers to communication; communicating interculturally
Applied Communication Methods:
Written Communications: Reports; business correspondence, responding to letter of complaint, letter of enquiry. Oral Skills: Public speaking; giving talks and presentations. Aural: effective listening, telephone skills. Non-verbal Communications: how to 'read the situation'
Communications at Work
Professionalism: definition; development of 'Professional skill set'; Professionalism in the Hospitality / Events industry. Interpersonal aspects of communication at work. Working in groups and teams: group dynamics; problem solving; decision making and negotiation. Teams in a multi-disciplinary and multi-national context. Meetings, Interviews. Electronic communications: Use of internet, role of website and social media in promoting your business
Creating a 'Welcome Business'
Identification of your customer. Communication and Customer care: How to greet your customer; Communication across cultures; Dealing sensitively with guests with special needs; Handling angry and difficult customers.
Assessment Breakdown%
Course Work100.00%

Full Time

Course Work
Assessment Type Assessment Description Outcome addressed % of total Marks Out Of Pass Marks Assessment Date Duration
Group Project Students will develop a Training Programme that could be delivered in an existing/new business in the Service industry. Topics could reflect Cultural Diversity; Guests with special needs; or Handling difficult customers. Their findings will be presented in a written report and oral presentation with supporting Training material. 1,2,3,4 50.00 0 0 Week 12 0
Continuous Assessment Students will successfully complete key communication competencies eg. academic report writing; business letter writing; oral presentation; Role plays. Assessment will be formative. 1,2,4 30.00 0 0 Every Second Week 0
Performance Evaluation Participation in class, this includes contributions to group discussions, workshops and attendance. 1,2,3,4 20.00 0 0 Every Week 0
No Project
No Practical
No End of Module Formal Examination
Reassessment Requirement
No repeat examination
Reassessment of this module will be offered solely on the basis of coursework and a repeat examination will not be offered.

DKIT reserves the right to alter the nature and timings of assessment

 

Module Workload & Resources

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Class room based 2.00 Every Week 2.00
Tutorial Workshop to apply communication skills 1.00 Every Week 1.00
Directed Reading Directed reading and online activities via Moodle 3.00 Every Week 3.00
Independent Study Self directed learning 3.00 Every Week 3.00
Total Weekly Learner Workload 9.00
Total Weekly Contact Hours 3.00
This course has no Part Time workload.
Resources
Recommended Book Resources
  • Guirdham, M. 2011, Communicating Across Cultures At Work, 3rd Ed., Palgrave macmillan UK [ISBN: 978-0-230-28369-5]
  • Heppell, M. 2010, Five Star Service: How to Deliver Exceptional Customer Service, 2nd Ed., Prentice Hall UK [ISBN: 978-0273734383]
  • Larkin, E. M. 2009, How to Run a Great Hotel: Everything you need to achieve excellence in the hotel industry, How To Books UK [ISBN: 978-1845283469]
  • Mehta, G. 2007, The Welcome Business. Tourism and Travel in Ireland, Gill Macmillan Ireland [ISBN: 978-0717142620]
  • Mc Clave, H.J. 2008, Communications for Business, 4th Revised Ed., Gill Macmillan Ireland [ISBN: 978-0717144556]
  • Timm, P.R. 2013, Customer Service: Career Success Through Customer Loyalty, Prentice-Hall UK [ISBN: 978-0133056259]
  • Twomey, S. 2012, Customer Service in Ireland, 3rd Ed., Gill Macmillan Ireland [ISBN: 978-0717152605]
Supplementary Book Resources
  • Cousins,J. Lillicrap, D.. Weekes, S. 2010, Food and Beverage Service, 8th Ed., Hodder Education UK [ISBN: 978-1444112504]
  • O'Fallon,M.J., Rutherford, D.G. 2010, Hotel Management and Operations, 5th Ed., Wiley UK [ISBN: 9788071777142637]
  • Walker, J.R, Miller, J.E. 2012, Supervision in the Hospitality Industry, 7th Ed., Wiley UK [ISBN: 978-1-1180-7178-6]
Recommended Article/Paper Resources
  • Cornell Hospitality Quartely [ISSN: 1983 9633]
Other Resources

Module Delivered in

Programme Code Programme Semester Delivery
DK_BCULA_7 Bachelor of Arts in Culinary Arts 2 Mandatory
DK_BEVNT_7 Bachelor of Arts in Event Management 2 Mandatory
DK_BHPMG_7 Bachelor of Arts in Hospitality Management 2 Mandatory
DK_HCULA_6 Higher Certificate in Arts in Culinary Arts 2 Mandatory
650 Higher Certificate in Arts in Event Studies 2 Mandatory
653 Higher Certificate in Arts in Hospitality Skills (Exit Award) 2 Mandatory
DK_HHOST_6 Higher Certificate in Arts in Hospitality Studies 2 Mandatory