•   Managing Service Interaction LEA2RZ002-3005 28.03.2022-20.05.2022  5   (EXCH, ...) +-
    Learning objectives
    On successful completion of this course, the student:

    - cultivates culture and climate of trust
    - can take aesthetic and ethical leadership perspective into account when building services
    - can proactively develop relationships and trust
    - is able to work in diverse and cross-cultural environment
    Starting level and linkage with other courses
    Recommended to be studied after the course Understanding Human Behavior in Hospitality.
    Contents
    The course addresses the following topics:

    Service Profit Chain
    Organisational culture, service culture and service climate
    Values, norms, rituals, myths and stories
    Service interaction and service work
    Enhancing e.g. trust and respect
    Cultural diversity and culture of inclusion
    Management and Leadership
    Assessment criteria
    Assessment criteria - grade 1
    The student describes some of the organizational culture approaches. S/he identifies cultural issues and their implications in the workplace.
    Assessment criteria - grade 3
    The student can demonstrate connections between organizational culture and service interaction. S/he can interpret some elements in organizational culture and understands the limitations of that approach. S/he can choose and construct suitable tactics for leadership in diverse and inclusive working communities. S/he recognizes ethical responsibilities of leadership.
    Assessment criteria - grade 5
    he student is able to compare different approaches to organizational cultures. S/he is able to point out different leadership approaches and their possible implications on culture and interaction. S/he can analyze the workplace context in order to support and enable fruitful service interaction.
    Campus

    Haaga Campus

    Teaching language

    English

    Timing

    28.03.2022 - 20.05.2022

    Enrollment

    03.01.2022 - 25.03.2022

    Groups
    • EXCH
    • RZ20SH
    • RZ20ST
    • CONTACT
    Teachers

    Pasi Tuominen, Mona Eskola

    Seats

    15 - 40

    Degree Programme

    HOTEM Degree Programme in Hospitality, Tourism and Experience Management

    R&D proportion

    0.00 cr

    Virtual proportion

    0.00 cr

    Evaluation scale

    H-5