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HOSP6055 - Communications & Customer Care

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Title:Communications & Customer Care
Long Title:Communications & Customer Care
Module Code:HOSP6055
 
Duration:1 Semester
Credits: 5
NFQ Level:Fundamental
Field of Study: Hospitality
Valid From: Semester 1 - 2017/18 ( September 2017 )
Module Delivered in 2 programme(s)
Module Coordinator: Noel Murray
Module Author: Laura Walsh
Module Description: This module will enable the learner to identify the principles of effective communication and to develop these skills to enhance relationships with the customer.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Define those factors which contribute to effective communication in the context of customer care within the hospitality sector.
LO2 Apply the skills necessary for the successful practice of written, oral and non-verbal communication.
LO3 Categorise customer needs and expectations, and identify the importance of customer relationships.
LO4 Identify procedures to effectively handle customer complaints
LO5 Define the process of delivering quality service.
LO6 Identify the social media platforms that are used to effectively communicate within the hospitality industry.
Pre-requisite learning
Module Recommendations

This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).

Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.

No requirements listed
 

Module Content & Assessment

Indicative Content
The Principles and Process of Communication
Principles of effective communication. Objectives of and barriers to the communication process.
Written Communication
Style and tone of written communication. The Harvard Referencing system. Effective writing of correspondence and reports. Menu design and compilation.
Oral and Non-Verbal Communication
Talks and presentation skills. Assertiveness. Effective listening. Communication and customer care. Communication across cultures.
Communication at Work
Meetings. Interviews. Electronic communications. Communication and interpersonal relationships. Handling conflict.
Handling Customer Complaints
Customer needs and expectations. Understanding the basis for complaints. Complaints resolution. Negotiating with customers. Dealing with difficult customers. Communication with customers.
Service Quality
The nature of quality service. Measurement of quality service. Customer loyalty. Customer feedback.
Social Media
The professional use of social media as a tool for promotion.
Assessment Breakdown%
Course Work40.00%
End of Module Formal Examination60.00%
Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Project Written Report and Presentation on relevant topic eg. Customer Service 1,2,3 40.0 Week 7
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Formal Exam End-of-Semester Final Examination 1,2,3,4,5,6 60.0 End-of-Semester
Reassessment Requirement
Repeat examination
Reassessment of this module will consist of a repeat examination. It is possible that there will also be a requirement to be reassessed in a coursework element.

The institute reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Theoretical Instruction 3.0 Every Week 3.00
Independent & Directed Learning (Non-contact) Student Self Directed 4.0 Every Week 4.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Theoretical Instruction 3.0 Every Week 3.00
Independent & Directed Learning (Non-contact) Student Self Directed 4.0 Every Week 4.00
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 3.00
 

Module Resources

Recommended Book Resources
  • Peter Hartley and Peter Chatterton 2015, Business Communication, Second Ed., Routledge England [ISBN: 9780415640282]
  • Henry McClave 2008, Communication for Business, 4th Ed., Gill & Macmillan Dublin [ISBN: 9780717144556]
Supplementary Book Resources
  • Alan Charlesworth 2014, Digital Marketing A Practical Approach, second Ed., Routledge England [ISBN: 9780415834834]
  • Simon and Louise Hudson 2013, Customer Service for Hospitality and Tourism, Goodfellow Oxford [ISBN: 9781908999344]
  • Nicholas Harvey 2010, Effective Communication, 3rd Ed., Gill & Macmillan Ltd Dublin [ISBN: 9780717147564]
This module does not have any article/paper resources
Other Resources
 

Module Delivered in

Programme Code Programme Semester Delivery
CR_OCULS_6 Higher Certificate in Arts in Culinary Studies 2 Elective
CR_OHOST_6 Higher Certificate in Arts in Hospitality Studies 2 Mandatory

Cork Institute of Technology
Rossa Avenue, Bishopstown, Cork

Tel: 021-4326100     Fax: 021-4545343
Email: help@cit.edu.ie