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Communication in Hospitality

Additional course materials Citi2030_Komunikācija_viesmīlībā.pdf

Course developer

Prior knowledge

Citi1013, Tourism Management

Citi2002, Hotel Services

Citi2033, Etiquette in Hospitality

PārZ2056, Service Organization and Management

Course abstract

The subject „Communication in Hospitality” familiarizes with the importance of hospitality in the development of tourism both at the level of the country and the international level. Develops communication skills in the sphere of services, highlight merits of the role of the businessman as a leader. It gives an idea about formation of mutual cooperation at the level of organization administration and in cooperating with the guest, taking into account the specifics of cultures.

Learning outcomes and their assessment

Knowledge and marginal perception of theoretical and empirical issues of hospitality. The students have basic knowledge of the psychology, intercultural communication, conflict resolution, motivation issues (test);
skills – the students can integrate the acquired knowledge, use professional terminology, interpret results and formulate conclusions of the appropriate results (practical works);
competence – the students are able to independently and critically formulate practical problems, are able to organize their own work, take the initiative and responsibility for the outcome of its decision (persuasive speech).

Course Content(Calendar)

1. Introduction. What is intercultural communication?
2. Culture, their diversity.
3. Hofstede Cultural Dimension Model.
4. Values, conflicts of values.
5. Stereotypes and prejudices.
6. Communication, its essence, types, functions, models.
7. Written communication.
8. Impromptu speech.
9. Informative speech.
10. Persuasive speech.
11. Paraverbal communication.
12. Non-verbal communication.
13. Loyalty.
14. Motivation.
15. Information Acquisition Systems.
16. Conflicts, their solution.

Requirements for awarding credit points

Successfully completed 2 planned tests, at least 80% participation of practical work, creative task developed and presented, 10 minutes long persuasive speech developed and presented (student chooses a topic of speech, draws presentation time), 2 minutes long impromptu speech created (student draws a topic).

Description of the organization and tasks of students’ independent work

The student chooses one of the topics of the argumentation speech offered by the professor, draw the date on which this speech has to be presented.

Criteria for Evaluating Learning Outcomes

Each test assigns 25% of the final grade (50% of the final grade). Persuasive speech assigns 50% of the final grade.
The persuasive speech is evaluated according to the following criteria: content (40%), presentation style (35%), time management (25%).
The final grade is calculated as the arithmetic mean of two tests and argumentation speech.

Compulsory reading

1. Gamble T. Communication works. New York: McGraw-Hill, 2013, 512 p.
2. Herbst D. Komunikācija uzņēmumā. Rīga: Zvaigzne ABC, 2007, 119 lpp.
3. Krauklis J., Ločmelis J. Komunikāciju leksikons. Rīga: Jumava, 2004, 208 lpp.
4. Praude V. Integrētā mārketinga komunikācija. Rīga: Burtene, 2015.

Further reading

1. Garleja R. Darbs, organizācija un psiholoģija. Rīga: RaKa, 2003, 200 lpp.
2. Knowles T. Hospitality management: an introduction. Harlow: Longman, 1998, 310 p.
3. Platace M. Viesu uzņemšanas dienesta darbības pamatprincipi. Rīga: Biznesa augstskola Turība, 2000, 175 lpp.
4. Vahtele Kr. Konflikti un to risināšana. Rīga: Lietišķās informācijas dienests, 2009, 110 lpp.

Periodicals and other sources

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Notes

Catering and Hotel Management, 5th semester (full time), 9th semester (part time)