Communication Skills and Work Ethics for Hospitality Professionals
6 ECTS
Communication Skills and Work Ethics for Hospitality Professionals
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Module Description
This module covers the tools to affect change and motivate employees in the hospitality settings. This module provides students with strategies for effective supervision, and the skills and knowledge required to lead a team or work group in a hospitality environment.
The participants will explore critical topics such as problem-solving, decision-making, resolving conflict, ensuring productivity and team cohesion through effective communication, coaching and motivating others.
Entry Requirements
Candidates who apply for this course must possess:
- A qualification at MQF Level 4 (one ‘A’ Level or equivalent in any subject) and a pass in English Language* and Mathematics at MQF Level 3 (‘O’ Level or equivalent).
In the case of students who do not possess all the formal required academic qualifications, then the Recognition of Prior Learning (RPL) process could be applied such that if evidence of equivalent learning is found then the applicant could still be accepted on the course. Such RPL process will subject applicants to an interview held with a board of experts within the field, chosen specifically by IDEA College, so as to verify their experiences and prior learning.
Evidence may include:
- A detailed CV outlining relevant work experience and responsibilities.
- Employer reference letters outlining job role, duration, and key competencies.
- Related documentation demonstrating relevant skills (e.g. work portfolio).
IDEA College’s RPL Policy: https://mt.ideaeducation.com/app/uploads/2024/07/Doc_007_24-Recognition-of-Prior-Learning-Policy-and-Process.pdf
*Students whose first language is not English and do not possess an ‘O’ level pass in English Language will be required to demonstrate English language capability at IELTS level 6.0 or equivalent.
Target Audience
The programme targets the following groups:
- Individuals seeking to advance their academic and professional knowledge in the Tourism and Hospitality Management.
- Individuals wanting to pursue a wide range of career paths in the tourism and hospitality industry.
Career Paths
The potential positions for which this programme aims to prepare could be and are not limited to: –
- Travel consultant.
- Operations manager.
- Event organiser/planner/manager.
- Business Development executive.
- Hotel manager.
- Travel agency manager.
- Marketing executive.
- Tour operator.
How you’ll be assessed
The course comprises:
- Evening classes for part-time courses.
- Classes held throughout the day for full-time courses.
- Guided learning, presentations, comprising synchronous online discussions, tutorials and/or videos.
- Self-study hours comprising research, reading and assignment work.
Assessment
Assessment is carried out via two mandatory components:
- Formative Assessment
- Summative Assessment
The programme includes different forms of assessment which allow for and promote students’ critical engagement. The formative and summative assessment tasks may include an in-class assignment and/or a home-based written assignment using diverse assessment tools which may take the form of online and in-class discussions, examinations, case studies, reports, proposals, essays, and presentations, etc., as applicable to the diverse modules.
Learning Outcomes
Competences:
At the end of the module/unit, the learner will have acquired the responsibility and autonomy to:
- Identify and analyse different communication stages, techniques, and styles.
- Examine relevant issues in relation to professional accountability, professional liability, and culpability and find ways to mitigate these issues.
- Develop a comprehensive understanding of different motivational and influencing techniques and methodologies.
- Adapt communication style and promote effective communication with persons presenting challenging behaviour.
- Identify barriers and promoters to communication and engage in anti-discriminatory communication.
- Use active listening skills and rapport building techniques to deal with difficult communication scenarios with all relevant stakeholders.
Knowledge
By the end of the module/unit, the students will be able to:
- Effective Communication – Art or Science?
- Introduction to Ethics in Hospitality
- Setting clear communication objectives in hospitality settings
- Stages of communication
- Communicating Non-Defensively
- Building and Gaining Rapport
- Basics of Motivating and Influencing
Skills
At the end of the module/unit, the learner will have acquired the following skills:
- Identify facilitation and paraphrasing skills to improve communication engagement with hospitality staff and clients.
- Appropriately apply effective delegation, feedback, and listening skills with clients and staff.
- Discuss different communication styles, needs, and non-discriminatory techniques as applied in hospitality.
- Apply the appropriate style and language to communicate ideas clearly, accurately, and vividly with relevant stakeholders in hospitality.
- Identify the objectives and frameworks related to relevant roles and responsibilities in hospitality and working in multidisciplinary team.
- Analyse conflict situations and apply conflict resolution methods using empathy, respect, cultural sensitivity, and active listening.
- Examine and adhere to clear and specific practice codes, standards and performance indicators as applied to hospitality settings.
- Interpret and be sensitive to verbal and non-verbal communication e.g., body language in work related scenarios.
- Develop effective and affective listening skills applicable to workplace settings.
- Identify and apply practices related to maintaining confidentiality, dignity, and mutual respect in workplace settings.
Module-Specific Learner Skills
At the end of the module/unit, the learner will be able to:
- Keep abreast of reporting and confidentiality policies and procedures and codes (verbal or in writing) related to communication with superiors.
- Develop further understanding of workplace protocols.
Module-Specific Digital Skills and Competences
The learner will be able to:
- Navigate through the online learning platform to find, download, and upload assignments, discussion boards, literature, tutorials, etc.