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Communication and Cultural Sensitivity in Service Encounters (5 op)

Toteutuksen tunnus: 3011585-3010

Toteutuksen perustiedot


Ilmoittautumisaika
02.08.2024 - 03.09.2024
Ilmoittautuminen toteutukselle on päättynyt.
Ajoitus
01.09.2024 - 31.12.2024
Toteutus on päättynyt.
Opintopistemäärä
5 op
Lähiosuus
5 op
Toteutustapa
Lähiopetus
Yksikkö
Tekniikka ja liiketoiminta
Toimipiste
Kupittaan kampus
Opetuskielet
suomi
Paikat
0 - 57
Opettajat
Annika Karppelin
Ryhmät
PLMWES23
PLMWES23 Liiketalous, matkailu ja wellness liiketoimintana, S23
VaihtoS24Yrmy
VaihtoS24Yrmy
Opintojakso
3011585

Toteutuksella on 12 opetustapahtumaa joiden yhteenlaskettu kesto on 36 t 30 min.

Aika Aihe Tila
Ti 03.09.2024 klo 13:00 - 16:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_A311 Teoriatila
To 12.09.2024 klo 08:30 - 11:00
(2 t 30 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_A312 Teoriatila
LEM_B164 Tapio muunto
Pe 20.09.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_B143 Teoriatila muunto
Pe 27.09.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
EDU_1002 Moriaberg Esitystila byod
Pe 04.10.2024 klo 13:00 - 16:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_B143 Teoriatila muunto
Pe 11.10.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_B143 Teoriatila muunto
Pe 25.10.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_B143 Teoriatila muunto
Ma 28.10.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
EDU_3026_3027 Teoriatila avo byod
Pe 08.11.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_B143 Teoriatila muunto
Pe 15.11.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_A306 Teoriatila
Pe 22.11.2024 klo 12:00 - 15:00
(3 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
LEM_B143 Teoriatila muunto
Pe 29.11.2024 klo 12:00 - 16:00
(4 t 0 min)
Communication and Cultural Sensitivity in Service Encounters 3011585-3010
EDU_1002 Moriaberg Esitystila byod
Muutokset varauksiin voivat olla mahdollisia.

Arviointiasteikko

H-5

Sisällön jaksotus

1. Introduction to the course, forming of groups, assigning of themes, self reflection task
2.Cultural Communication Simulation Bafa-Bafa
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)
Each week Cultural communication activity theme 1 by groups 1, Introduction to theme 2, group 2 etc…
A student group presents their findings of interest on assigned topic and shares the information with others.
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.

Tavoitteet

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

Sisältö

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

Aika ja paikka

According to the schedule

Oppimateriaalit

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/

Opetusmenetelmät

Group work and group presentations by students.
Simulation games and activities by students.

Opening intro and key notes by teacher.

Tenttien ajankohdat ja uusintamahdollisuudet

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

Kansainvälisyys

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

Toteutuksen valinnaiset suoritustavat

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.
There are online courses with a similar course content in Campusonline.

Opiskelijan ajankäyttö ja kuormitus

Group work 35 h
Independent work 56 h (preparation for classes and research for own topic)
Contact hours 42 h

Lisätiedot

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

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