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Service Oriented Communication (FR-EN - CEFR B1)34505/4293/1920/1/66
Study guide

Service Oriented Communication (FR-EN - CEFR B1)

34505/4293/1920/1/66
Academic year 2019-20
Is found in:
  • International Curriculum, programme stage 1
This is a single course unit.
Study load: 4 credits
Weight: 4,00
Total study time: 100,00 hours
Possible deadlines for learning account: 15.03.2020 ()

Organisation of education

Teaching Activities, Learning Activities, Assessment Activities
Lecture12,00 hours
Self-study60,00 hours
Seminar28,00 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: Baekelandt Geert
Other teaching staff: Debal Berdien
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 extra attention for correct pronunciation and intonation.
  • Apply language structures correctly in French with extra attention for correct pronunciation and intonation.
  • Apply language structures correcty in English with extra attention for correct pronunciation and intonation.

Contents

  • In function of reception, telephoning, business communication: language skills (listening, speaking, writing, interaction in a business and professional context), with attention for grammar, vocabulary, style and spelling
  • In function of reception, telephoning, business communication: language skills (listening, speaking, writing, interaction in a business and professional context), with attention for grammar, vocabulary, style and 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
  • Reception: filter, identify, put through, discharge someone diplomatically, orientate, give an appointment, cancel an appointment, digital reception, show around, security principles, reception of individuals and groups
  • Create structured incoming and outgoing service conversations, telephone professionally and customer-oriented with attention for the correct etiquette according to the company's style, dealing with different types of customers and improve customer satisfaction, conduct professional service conversations with diverse personalities/coworkers, effective question and listening techniques, reinforce non-verbal communication (such as use of voice, pronunciation), treat Dutch customers and coworkers and their cultural identities correctly and customer-friendly, switch fluently to another language in a service conversation, conversation skills (listening, summarisins, reflecting, questioning, further questions, confronting, dealing with resistance...)
  • Create structured incoming and outgoing service conversations, telephone professionally and customer-oriented with attention for the correct etiquette according to the company's style, dealing with different types of customers and improve customer satisfaction, conduct professional service conversations with diverse personalities/coworkers, effective question and listening techniques, reinforce non-verbal communication (such as use of voice, pronunciation), treat French customers and coworkers and their cultural identities correctly and customer-friendly, switch fluently to another language in a service conversation, conversation skills (listening, summarisins, reflecting, questioning, further questions, confronting, dealing with resistance...)
  • Create structured incoming and outgoing service conversations, telephone professionally and customer-oriented with attention for the correct etiquette according to the company's style, dealing with different types of customers and improve customer satisfaction, conduct professional service conversations with diverse personalities/coworkers, effective question and listening techniques, reinforce non-verbal communication (such as use of voice, pronunciation), treat English customers and coworkers and their cultural identities correctly and customer-friendly, switch fluently to another language in a service conversation, conversation skills (listening, summarisins, reflecting, questioning, further questions, confronting, dealing with resistance...)
    • Grammar of spoken English (such as question tags, short responses, echo questions, emphatic forms in speech...), conditionals
  • Organisational structures, own role within organisation
    • Seen in course Strategic Management
    • Students have to apply the correct terminology in the communication in the three languages.
  • Pronunciation and intonation: oral standard Dutch
  • Pronunciation and intonation: apply grammar and vocabulary in context of reception and telephoning correctly, alphabet phonétique
  • Pronunciation and intonation: apply grammar and vocabulary in context of reception and telephoning correctly

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 creative manner in an intercultural, international and multidisciplinary context in Dutch, French, English and either German or Spanish (to be selected) 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 / German or Spanish: CEFR level B1)
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, roleplay and simulation game in authentic and complex settings amongst others

Study guidance

Individual learning and content problems can be reported to the lecturer

Evaluation

Evaluation(s) for first exam chance
MomentForm%Remark
Non-periodicIntegrated assessment25,00During the assessment days - integration written and oral skills
Non-periodicObservation of performance of the student25,00
PeriodicIntegrated assessment50,00Written and oral skills
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: Isabelle Werbrouck
  • Edition: recente editie
  • ISBN-nr: 978-94-629-2706-3
Mandatory
  • Author: Marie-Hélène Morsel, Claude Richou, Christiane Descotes-Genon
  • Publisher: PUG
  • Edition: 4
  • ISBN-nr: 978-27-061-2982-7
Mandatory
  • Author: Smith, D.G.
  • Publisher: Oxford University Press
  • Edition: 2015
  • ISBN-nr: 978-01-945-7927-8