Communication and Cultural Sensitivity in Service Encounters (5 cr)

Evaluation scale

H-5

Content scheduling

1. Introduction to the course, forming of groups, assigning of themes, self reflection task
2.Cultural Communication Simulation Bafa-Bafa (if face to face contacts are permitted for groups)
3. Instructions and theoretical approach to "How to activate the theme with student groups". Task of the course are explained via an example "Small talk".
4. Theoretical introductions of cultural aspects (Hofstede, Hall, Lewis, Trompenaars)
Depending on the group size and corona restrictions; each week Cultural communication activity theme 1 by groups 1, Introduction to theme 2, group 2 etc…
(If face to face contacts are not permitted by the local regulations, online sessions are held with theoretical as well as discussion themes.)
Topics chosen by group (18.9. 2021) The correct order of topics is in ITS.
1. Non verbal communication
2. Dress code in Business
3. Hierarchy and Organizational aspects of Business
4. Do's and Dont's in culture in general & in meetings
5. Food Culture
6. Human rights
7. The importance of the perception of time in business
8. Tipping culture and issues of money
9. Language barriers - body language, sign language etc.
10. Problem solving in different cultures

Last session: Revision of topics. Peer and self evaluation, reflection.

Objective

After completing the course the student
- Knows the various theoretical frameworks on culture and cultural differences
- Understands the challenges in managing and working in a multicultural environment
- Is able to interact and communicate with customers from different cultural backgrounds

Content

Cultural frameworks, awareness and identity
Organizational and service culture
Intercultural communication skills
Leadership skills in multicultural environment

Location and time

According to the schedule

Materials

Warren, Thomas L. 2017. Cross-cultural Communication: perspectives in theory and practice. (available as e-book at TUAS library)
also, Niemeier, Campbell and Dirven. 1998. The cultural context in business communication. (available as an e-book at TUAS library)
Hofstede: https://www.hofstede-insights.com/product/compare-countries/
Lewis, Richard. 2006: Multiculturalism observed: Exploring identity.
other books from Richard Lewis.

Teaching methods

Group work and group presentations by students
Simulation games and activities by students (if face to face contacts are permitted)
In case of online sessions, they will be theoretical lessons as well as discussion sessions with agreed themes.
Opening intro and key notes by teacher

Pedagogic approaches and sustainable development

Team learning
Intercultural team learning
Learning by doing (simulations, activities)
Reading and reflection on theories.

Completion alternatives

There are no alternative ways to cover this particular activity and simulation course. If interested in Accreditation of prior studies, please contact the responsible teacher latest in calendar week 36/37.

Student workload

Group work 35 h
Independent work 50 h (preparation for classes and research for own topic)
Contact hours 48 h

Evaluation methods and criteria

Participation in all:
-12 theoretical and practical learning sessions: Teacher and peer assessment using KAHOOT. Evaluation questions:
1. Was the theory of the introduction challenging enough? 1 = not at all challenging and 5 = very challenging
2. Did the cultural communication activity engage you? 1 = not at all engaging and 5 = very engaging
3. Did you learn new aspects of cultural communication? 1=very few aspects, 5= many new aspects
4. Mention one new thing you learnt about cultural communication and sensitivity in service encounters __________________
5. Did you prepare for the workshops by reading the material? 1= not at all, 5=very much

Failed (0)

The student is absent without valid reason.
The student does not participate into team work and
the student has failed to actively participate into simulation activities.

Assessment criteria, satisfactory (1-2)

Grade 1
The student has demonstrated limited knowledge and understanding of the main areas of the course. The student shows some difficulties in applying his/her knowledge and understanding of the course content in the workshops and the video.The student demonstrates little ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignment. The student has difficulties in communicating his/her ideas in the workshops, (the video) and the assignments.

Assessment criteria, good (3-4)

Grade 3
The student has demonstrated good knowledge and understanding of the main areas of the course. The student shows s/he can apply his/her knowledge and understanding of the course content in the workshops and the video. The student demonstrates good ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignment. The student is able to communicate his/her ideas in the workshops, (the video) and the assignments.

Assessment criteria, excellent (5)

Grade 5
The student has demonstrated very good knowledge and understanding of the main areas of the course. The student shows s/he can apply his/her knowledge and understanding of the course content in the workshops and the video in a professional manner. The student demonstrates very good ability to gather and interpret relevant data to inform judgments that include reflection about what is asked for the assignment. The student is able to communicate clearly his/her ideas. The student is able to communicate his/her ideas in the workshops, (the video) and the assignments diary in a professional way.

Further information

The topics are decided with the students in the beginning of the course.
Examples of cultural communication themes:
-written communication i.e. emails
-oral communication i.e. phone calls and digital communication i.e. Skype-meetings
-customer service i.e. sales negotiation
-orders and reclamation in b-to-b
-formal and informal meetings
-social program and small talk
-business trips and company visit
-product presentation at conferences
- management of intercultural teams