MGE28 Communication in Management of Services

University College Prague – University of International Relations and Institute of Hospitality Management and Economics, Ltd.
summer 2023
Extent and Intensity
2/2/0. 6 credit(s). Type of Completion: zk (examination).
Teacher(s)
Jonathan Osuoha, M.Sc. (lecturer)
Jonathan Osuoha, M.Sc. (seminar tutor)
Course Enrolment Limitations
The course is also offered to the students of the fields other than those the course is directly associated with.
fields of study / plans the course is directly associated with
Course objectives
Aim of the course: Students learn theoretically, practically, orally, in writing and through training with the inexhaustible possibilities of communication that can be in service management positively and effectively. Students are aware of the fact that the manager is a personality in this respect who, through all forms of professional and informal communication, modifies himself, his co-workers and fundamentally influences the world of services, which the students are sufficiently convinced in the training of interpersonal communication skills and interactive discussions.
Learning outcomes
Knowledge: The student demonstrates the art of using differentiated forms of professional communication in its oral and written form within the context of the current communication context.   Abilities: The student is able to actively and purposefully use communication as a tool for creating, organizing and managing processes in services, including the specifics of management and cooperation of employees.   Skills: The student is able to combine in practice the variable levels of communication in the services (communication with clients, co-workers, important partners, suppliers).
Syllabus
  • Syllabus: 1. Introduction to the concept of communication - verbal communication. 2. Conducting an interview. 3. Communication process, basic forms of communication, contact and content communication. 4. Non-verbal communication and its manifestations in personal and professional communication. 5. People and conflicts. 6. Communication maneuvering as skill and ability. 7. Healthy communication, its universal features and conditions. 8. The role and aims of in-house communication, assumptions and developmental stages, professional problem communication. 9. Mimics, Gestures, Symbols, and Symbols. 10. The role of manager's personality in professional communication. 11. Current trends in in-house communication. 12. Management meetings - management of management meetings. 13. Modern communication means.
Literature
    required literature
  • Maxwell, J.C., Everyone Communicates, Few Connect: What the Most Effective People Do Differently, Nashville – Tennessee, USA 2010, ISBN 978-0-7852-1425-0
  • Hast, T., Powerful Listening. Powerful Influence. Work Better. Live Better. Love Better: by Mastering the Art of Skillful Listening, p. 224, ISBN 1490313559
  • Fleming, C.A., It's the Way You Say It: Becoming Articulate, Well-spoken, and Clear, ISBN-13: 978-1450215169, Bloomington, USA, ISBN-10: 1450215165
    recommended literature
  • Chan, J.F., Communication skills for managers, fifth edition : Communication strategy, USA 2002, ISBN 9780761213383
  • Maxwell, J.C., How Successful People Think: Change Your Thinking, Change Your Life, New York, USA 2009, ISBN 978-1-59995-168-3
  • Nicholas, M.P., The Lost Art of Listening, Second Edition: How Learning to Listen Can Improve Relationships, New York, USA, 2009, ISBN 978-1-60623-064-0
Teaching methods (in Czech)
The course is taught in the form of individually oriented theoretical topics specific to this area. During each lecture classes, students are familiar with the issue at hand to model practical demonstrations focusing on practical communication.
Assessment methods
Seminar work, oral exam
Language of instruction
English
Further comments (probably available only in Czech)
Information on completion of the course: z | zk
The course can also be completed outside the examination period.
Note related to how often the course is taught: konzultace KS: 8|8|8 celk 24.
Teacher's information
Teacher can be reached at the time of a properly scheduled consultation hours or by email correspondence.
The course is also listed under the following terms Summer 2014, summer 2015, summer 2016, summer 2017, summer 2018, summer 2019, summer 2020, summer 2021, summer 2022, summer 2024.
  • Enrolment Statistics (summer 2023, recent)
  • Permalink: https://is.ucp.cz/course/ucp/summer2023/MGE28