Topics:

1. Providing Directions and Responding to Inquiries
2. Advanced Telephone and Customer Service Skills
3. Written Communications
4. Providing Simple and Multi-step Instructions
5. Negotiating Deadlines and Communicating Time

Description:
This multi-level Vocational English-as-a-Second Language (VESL) course is designed for the intermediate to advanced language level student whose first language is other than English. The course focuses on expanding and developing the skills learned in English at Work: Hospitality Workplace Communication I. Student will improve 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, and 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 phone messages, and completing 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)
Student will be able to:

1. Respond to supervisors' orders, requests, and/or instructions by repeating or paraphrasing.
2. Respond to guest complaints, requests for information, and for assistance.
3. Solicit and respond to feedback related to work quality.
4. Develop one-step and multi-step instructions (written and oral) for work related tasks.
5. Read, interpret, and describe procedures for work related tasks and assignments.
6. Recognize and use non-verbal communication in the workplace.
7. Recognize and record units of measurement for work related tasks.
8. Write notes and/or brief reports related to work progress, problems, customer complaints, and employee feedback.
9. Use telephone to communicate in the workplace to clarify and confirm customer reservations and use a register to record customer reservations.
10. Write clear and accurate telephone messages.
11. Access and use information from different resources such as telephone directories, manuals, dictionaries, and the internet to responding to customer inquiries.
12. Respond to criticism and conflict verbally and in writing.
13. Distinguish between polite and impolite modes of communication.
14. Use 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.