Topics:

1. Communicating with Guests, Visitors, and Vendors
   
2. Using the Telephone
   
3. Interpreting Basic Instructions
   
4. Communicating with Supervisors and Co-Workers
   
5. Using Polite Verbal and Non-Verbal Communication
   

Description:
This multi-level Vocational English-as-a-Second Language (VESL) course is designed for the beginning to intermediate language level student whose first language is other than English. The course focuses on developing the communication skills student will need to function effectively in a hospitality industry. Student will gain fluency, accuracy, and SCANS competencies in order to communicate more effectively in the workplace. Listening, speaking, reading, writing skills for the workplace are integrated within controlled grammar and sentence structures. The course includes English vocabulary development related to equipment, supplies, common tasks, and safety procedures in the hospitality industry.

Course Content and Scope:
The basic language skills of speaking, listening, reading, writing, grammar, vocabulary, pronunciation, critical thinking, problem solving, and teamwork are taught within the context of life and employability skills. Basic skills will be developed and applied to tasks that are required of adults in order to benefit from on-the-job training and function more effectively in the workplace. Student will be instructed through a variety of techniques (cooperative learning language experience, information-gap, substitution drills) and grouping strategies.

1. Speaking and listening exercises with a focus on hospitality specific vocabulary to include occupational names, language for comparing and contrasting of situations in the hospitality industry, requesting information, responding to requests, apologizing, reporting problems, clarifying and repeating information.
   
2. Reading skills include comprehension of basic workplace passages with familiar content and language and using the passages to write simple reports/telephone messages.
   
3. Writing skills include filling out workplace forms, writing brief notes or telephone messages, and simple reports.
   
4. Grammar skills include comprehension and usage of the present, past, and future forms of verbs; present forms of modals, prepositions of location and time, possessive nouns, and comparison adjectives in reading, writing and listening/speaking activities.
   

Course Objectives: (Expected Student Learning Outcomes)
The student will be able to:

1. Communicate work progress and negotiate work deadlines.
   
2. Interpret general work vocabulary related to job tasks.
   
3. Respond to supervisors' orders, requests, and/or instructions by repeating or paraphrasing.
   
4. Ask questions to get additional information required to complete work related tasks.
   
5. Respond to guest complaints and requests and information.
   
6. Create one-step and multi-step oral instructions.
   
7. Recognize and use non-verbal communication in the workplace setting.
   
8. Use informal communication to initiate, carry on, and complete short conversations.
   
9. Recognize and record units of measurement related to specific work related tasks.
   
10. Use the telephone to communicate with supervisors, other employees, and customers.
    
11. Respond to criticism and conflict in the workplace.
    
12. Distinguish between polite and impolite modes of communication as discussed in class.
    
13. Use of eye contact and body language to communicate with supervisors and guests.
    

Method of Instruction:
Audio/visual media, lectures, demonstrations, cooperative learning activities, and reading and writing process will be included. Method of instruction will take into consideration student's diverse learning styles and abilities providing assignments that include text-based learning, hands-on projects, team assignments, and role plays.