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Service Oriented Communication (FR-EN - CEFR B1)34500/4114/1819/1/42
Study guide

Service Oriented Communication (FR-EN - CEFR B1)

34500/4114/1819/1/42
Academic year 2018-19
Is found in:
  • International Curriculum, programme stage 1
This is a single course unit.
Study load: 4 credits
Weight: 4,00
Total study time: 150,00 hours
Possible deadlines for learning account: 15.03.2019 ()

Organisation of education

Teaching Activities, Learning Activities, Assessment Activities
Lecture18,00 hours
Self-study90,00 hours
Seminar42,00 hours
Supervised independent work
This course unit is marked out of 20 (rounded to an integer).
Re-sit exam: is possible.
It is not possible to enrol in this course unit under
  • exam contract (to obtain a credit).
  • exam contract (to obtain a degree).
Special admission is required to enrol in this course unit under credit contract.
Co-ordinator: De Donder Nadine
Other teaching staff: Ergünes Burcu
Language course: Yes, multiple languages
Languages: Dutch, English, French
Scheduled for: Semester 2

Objectives

  • Use the productive and receptive language skills purposefully in a specific business context in Dutch at the CEFR C1 level.
  • Use the productive and receptive language skills purposefully in a specific business context in French at the CEFR B1 level.
  • Use the productive and receptive language skills purposefully in a specific business context in English at the CEFR B1 level.
  • Welcome someone in a service-oriented way in Dutch.
  • Welcome someone in a service-oriented way in French.
  • Welcome someone in a service-oriented way in English.
  • Telephone fluently, convincingly and professionally in Dutch.
  • Telephone fluently, convincingly and professionally in French.
  • Telephone fluently, convincingly and professionally in English.
  • Identify the internal organisational structure and the responsibilities of services and people.
  • Apply language structures correctly in Dutch with attention for a correct pronunciation and intonation.
  • Apply language structures correctly in French with attention for a correct pronunciation and intonation.
  • Apply language structures correctly in English with attention for a correct pronunciation and intonation.

Contents

  • In function of reception, telephoning, business communication: language skills (reading, listening, speaking, writing, interaction in a business and professional context), with attention for grammar, vocabulary, style, spelling.
  • In function of reception, telephoning, business communication: language skills (reading, listening, speaking, writing, interaction in a business and professional context), with attention for grammar, vocabulary, style, spelling
    • Grammaire: numéraux, dates, prix, horaires, l'expression du temps, de la durée,fréquence, indiquer l'origine d'une action; la négation, situer un lieu, prépositions de lieu, l'interrogation directe, donner des instructions + pronoms compléments
  • In function of reception, telephoning, business communication: language skills (reading, listening, speaking, writing, interaction in a business and professional context), with attention for grammar, vocabulary, style, spelling.
  • Reception: filter, identify, put through, send away diplomatically, orient, give an appointment, cancel an appointment, guide, safety principles.
  • Reception: filter, identify, put through, send away diplomatically, orient, give an appointment, cancel an appointment, guide, safety principles.
  • Reception: filter, identify, put through, send away diplomatically, orient, give an appointment, cancel an appointment, guide, safety principles.
  • Telephoning, including putting someone through (knowledge of company, functions, services)
    • Make telephone notes, take care of follow-up of phone call (for example via email)
  • Telephoning, including putting someone through (knowledge of company, functions, services)
    • Make telephone notes, take care of follow-up of phone call (for example via email)
    • Expressions utiles au téléphone pour se présenter, passer qn, indiquer l'indisponibilité, transmettre des messages, faire patienter, prendre congé, messages répondeur automatique
  • Telephoning, including putting someone through (knowledge of company, functions, services)
    • Make telephone notes, take care of follow-up of phone call (for example via email)
    • Grammar of spoken English (oa. Question tags, short responses, echo questions, emphatic forms in speech...), conditionals
  • Organisational structures, own role within the organisation
    • Knowledge/insight is taught via Strategic Management
    • Students have to apply the correct terminology in their communication in the three languages.
  • Pronunciation and intonation
    • Oral standard Dutch
  • Pronunciation and intonation
    • Apply vocabulary and grammar correctly in the context of reception and telephoning
    • Alphabet phonétique
  • Pronunciation and intonation
    •  Apply vocabulary and grammar correctly in the context of reception and telephoning

Order of enrolment

There are no prerequisites for this course.

Final objectives

As an ambassador of the company or organization, and a connector in the company or organization, communicate in a service-oriented and professional manner in an intercultural, international and multidisciplinary context in Dutch, French and English with internal and external stakeholders with various profiles. (Dutch: CEFR level C2 / English: receptive skills CEFR level C1, productive skills level B2 / French: receptive skills CEFR level C1, productive skills level B2)
Efficiently and effectively plan and organize with respect for the values and standards of the company or organization, professional ethics and social standards

Teaching methods

  • Practice session
    Additional information: In language lab: a.o. role play and simulation game in authentic and complex situations

Evaluation

Evaluation(s) for first exam chance
MomentForm%Remark
Non-periodicIntegrated assessment25,00Assessment days: integration written and oral
Non-periodicObservation of performance of the student25,00
PeriodicIntegrated assessment50,00Written and oral
Evaluation(s) for re-sit exam
MomentForm%Remark
PeriodicIntegrated assessment100,00Written and oral

Study materials

1. Mandatory books
Mandatory
  • Author: Gore S. & Smith D.G.
  • Publisher: Oxford University Press.
  • Edition: 2015
  • ISBN-nr: 978-01-945-7939-1
Mandatory
  • Author: Jean Lamoureux
  • Edition: 2016
  • ISBN-nr: 978-27-061-2309-2
Mandatory
  • Author: Smith, D.G.
  • Publisher: Oxford University Press
  • Edition: 2015
  • ISBN-nr: 978-01-945-7927-8