Communication and Cultural Sensitivity in Service Encounters (5 cr)

Evaluation scale

H-5

Content scheduling

6.9.2018 Introduction to the course, forming of groups, assigning of themes, self reflection task
13.9. Cultural Communication Simulation
20.9. Introduction to theme 1, group 1, self reflection task
27.9. – 22.11. Cultural communication activity theme 1 by groups 1, Introduction to theme 2, group 2 etc…
29.11. Cultural communication activity theme 1 by last group, reviews and assessment of all videos

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

https://www.hofstede-insights.com/product/compare-countries/
Richard Lewis: Multiculturalism observed: Exploring identity, 2006

Teaching methods

Group work and group presentations
Simulation games and activities

Pedagogic approaches and sustainable development

Team learning
Intercultural team learning
Learning by doing (simulations, activities)

Student workload

Group work 34 h
Video 30 h
Independent work 20 h
Contact hours 48 h

Evaluation methods and criteria

Participation in all:
-12 theoretical and practical learning sessions: Teacher and peer assessment using Socrative. 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 challenging and 5 = very challenging
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 learning diary.

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 learning diary.

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 learning diary in a professional way.

Further information

Examples of cultural communication themes:
-written communication i.e. emails
-oral communication i.e. phone calls
-digital communication i.e. Skype-meetings
-customer service i.e. sales negotiation
-orders and reclamations in b-to-b
-formal and informal meetings
-social program and small talk
-business trips and company visit
-product presentation at conferences