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
-
PLMWES23PLMWES23 Liiketalous, matkailu ja wellness liiketoimintana, S23
-
VaihtoS24YrmyVaihtoS24Yrmy
- 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
|
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