Unit-1: FUNDAMENTALS OF COMMUNICATION

Need, Purpose, Nature, Models, 

Barriers to communication & overcoming the barriers 

Unit-2: LISTENING ON THE JOB

- Definition, Levels and types of listening, 

Listening barriers, 

Guidelines for effective listening & Listening computerization and note taking

 

Unit-3: EFFECTIVE SPEAKING- 

Restaurant and hotel English, 

Polite and effective enquiries and responses, Addressing a group, 

Essential qualities of a good speaker, 

Audience analysis & Defining the purpose of a speech, organizing the ideas and delivering the speech 

Unit-4: NON-VERBAL COMMUNICATION- Definition, its importance and its inevitability,

Kinesics: Body movements, facial expressions, posture, eye contact etc. 

A) Proxemics: The communication use of space 

B) Paralanguage: Vocal behaviour and its impact on verbal communication. 

COMMUNICATIVE USE OF ARTIFACTS 

� furniture, plants, colours, architects etc. 

Unit-5: SPEECH IMPROVEMENT-

Pronunciation, stress, accent, 

importance of speech in hotels, 

Common phonetic difficulties, 

Connective drills exercises & Introduction to frequently used foreign sounds. 

USING THE TELEPHONE

The nature of telephone activity in the hotel industry, 

the need for developing telephone skills & developing telephone skills