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…
Examples of topics chosen by previous classes:
Non verbal communication, Dress code in Business, Hierarchy and Organizational aspects of Business, Do's and Dont's in culture in general & in meetings, Food Culture and dining, Human rights, The importance of the perception of time in business, Tipping culture and issues of money, Language barriers - body language, sign language etc., Problem solving in different cultures, Leadership 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

Any relevant book on Cross-cultural Communication. There are several in the library.
Recommended: Lewis, Richard. 2006: Multiculturalism observed: Exploring identity.
other books from Richard Lewis.
Good examples of e-books available at TUAS library:
1) Kim, Young Yun. 2001. Becoming intercultural : an integrative theory of communication and cross-cultural adaptation
2) Cotton, Gayle. 2013. Say anything to anyone, anywhere : 5 keys to successful cross cultural communication.
3) Warren, Thomas L. 2017. Cross-cultural Communication: perspectives in theory and practice. Introduction and chapter 3.
4) Niemeier, Campbell and Dirven. 1998. The cultural context in business communication.

Hofstede: https://www.hofstede-insights.com/product/compare-countries/

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

Exam schedules

There is no exam. Active physical attendance in a minimum of 50% of the activity classes is necessary.

International connections

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 56 h (preparation for classes and research for own topic)
Contact hours 42 h

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