Study Guide

Objectives (course unit)

The course introduces professional language for situations in business interactions. The required language skill level is the European reference framework B2.

Students will be able to:

- describe themselves, their education, work experience, duties, and responsibilities
- use special terminologies in their field
- communicate in customer-oriented interactions (in various customer relationship networks and contacts)
- follow, understand, and participate in the advancement in their field through the various channels.

Content (course unit)

How do you communicate your competence and work environment in English?
What competence is needed to succeed in multicultural customer-driven interaction in English?
How to develop skills and acquire knowledge in your field in English?

Prerequisites (course unit)

B2 level

Assessment criteria, satisfactory (1-2) (course unit)

The student achieves the required course outcome. The student recognizes the main elements of customer service. The student recognizes the existing challenges in business communication.

Assessment criteria, good (3-4) (course unit)

The student achieves the required course outcome. The student recognizes the main elements of customer service. The student recognizes the existing challenges and the significance of intercultural communication competence in business communication.

Assessment criteria, excellent (5) (course unit)

The student achieves the required course outcome. The student recognizes the main elements of customer service. The student adopts a communication style according to the existing context and considers cultural features.

Assessment criteria, pass/fail (course unit)

The student is not able to serve customers or carry out a negotiation in English. The student can communicate in English in general terms.

Location and time

Ikaalinen/Hämeenkyrö or online depending on the corona pandemic situation.

Exam schedules

There is no exam but to pass the course the student should have attended 80% of the contact lessons and completed the required tasks and activities (see Methods and grounds for evaluation).

Assessment methods and criteria

The assessment is based on successful completion of the following tasks and activities:
• Written tasks throughout the course (product reviews, emails, enquiries, complaints)
• Oral activities (company presentation at the trade fair, customer interaction video)
• Course participation (participation in class activities, contribution to discussions, independent work tasks)

Assessment scale

0-5

Teaching methods

Contact teaching, discussions, pair and group work, independent study.

Learning materials

Materials in Moodle

Student workload

Total course – 5 cr x 27 h = 135 h study hours incl.:
• contact lessons – 5 x 4 h = 20 h
• independent study – 115 h

Content scheduling

• Oral skills (presentations, telephone communication, video conferencing, social interaction)
• Writing skills (emails, enquiries, social media posts)
• Grammar as needed

Completion alternatives

If the student has completed corresponding studies at another university or university of applied sciences or has extensive work experience where the working language is English, he/she may apply for credit transfer or recognition of competence through Hyvähot/Creta system.

Such cases have to be discussed with the teacher at the beginning of the course, and the student may be required to complete additional assignments to demonstrate his/her knowledge and skills.

Assessment criteria - satisfactory (1-2) (Not in use, Look at the Assessment criteria above)

- pronunciation is not always correct but acceptable for communication
- comprehension of key points of limited professional material is fairly good and with tools for studies
- basic knowledge is acquired and shared
- basic and unclear expressions are used in communication but main message is shared and
- transmitted with some professional touch
- communication seems clumsy and limited but some attention is paid to interaction
- all separately defined course requirements contributing to the final grade are met

Assessment criteria - good (3-4) (Not in use, Look at the Assessment criteria above)

- pronunciation sounds clear and quite natural
- comprehension of key points as well as details of professional material is good and acquired
- knowledge can be implemented
- clear professional expressions are used and the number of mistakes is limited
- communication seems professional and interpersonal skills are quite good
- all separately defined course requirements contributing to the final grade are met

Assessment criteria - excellent (5) (Not in use, Look at the Assessment criteria above)

- pronunciation sounds clear and natural with different nuances in tone
- comprehension of key points as well as details of demanding professional material is good and
- acquired knowledge can be implemented with ease
- fluent and proficient language is used with a good sense of style and register
- communication seems professional, interactive and efficient with very few mistakes made
- all separately defined course requirements contributing to the final grade are met