Module Database Search
| MODULE DESCRIPTOR | |||
|---|---|---|---|
| Module Title | |||
| Emotional Intelligence in the Hospitality Business | |||
| Reference | CB4241 | Version | 2 |
| Created | February 2024 | SCQF Level | SCQF 10 |
| Approved | August 2022 | SCQF Points | 15 |
| Amended | April 2024 | ECTS Points | 7.5 |
| Aims of Module | |||
|---|---|---|---|
| This module prepares learners to use emotional intelligence to create and maintain sustainable guest relationships and productive team environments. | |||
| Learning Outcomes for Module | |
|---|---|
| On completion of this module, students are expected to be able to: | |
| 1 | Demonstrate a critical reflection of the importance of emotional intelligence in hospitality workplaces and guest relations. |
| 2 | Critically reflect on and evaluate own emotional intelligence as a hospitality service provider and team player. |
| 3 | Manage and adapt emotional behaviours in hospitality workplace situations. |
| 4 | Propose and justify emotional intelligence strategies to promote continuous business and professional development. |
| Indicative Module Content |
|---|
| Domains of emotional intelligence, behavioral competencies, implications on guest relations, impacts on team results. Strategies for developing and implementing emotional intelligence. This module engages students with UNESCO's Self-awareness and Normative competences in terms of reflecting on the values, motivations, needs and perspectives of others. |
| Module Delivery |
|---|
| Core concepts delivered through lectures and supporting tutorials. Significant focus on active discussion throughout delivery of concepts. Industry guest lectures where possible. |
| Indicative Student Workload | Full Time | Part Time |
|---|---|---|
| Contact Hours | 30 | N/A |
| Non-Contact Hours | 120 | N/A |
| Placement/Work-Based Learning Experience [Notional] Hours | N/A | N/A |
| TOTAL | 150 | N/A |
| Actual Placement hours for professional, statutory or regulatory body |
| ASSESSMENT PLAN | |||||
|---|---|---|---|---|---|
| If a major/minor model is used and box is ticked, % weightings below are indicative only. | |||||
| Component 1 | |||||
| Type: | Coursework | Weighting: | 100% | Outcomes Assessed: | 1, 2, 3, 4 |
| Description: | Group and Individual Portfolio | ||||
| MODULE PERFORMANCE DESCRIPTOR | |
|---|---|
| Explanatory Text | |
| The calculation of the overall grade for this module is based on 100% weighting of C1. A minimum grade D is required to pass the module. | |
| Module Grade | Minimum Requirements to achieve Module Grade: |
| A | The student needs to achieve an A in C1. |
| B | The student needs to achieve a B in C1. |
| C | The student needs to achieve a C in C1. |
| D | The student needs to achieve a D in C1. |
| E | The student achieves an E in C1. |
| F | The student achieves a F in C1. |
| NS | Non-submission of work by published deadline or non-attendance for examination |
| Module Requirements | |
|---|---|
| Prerequisites for Module | None. |
| Corequisites for module | None. |
| Precluded Modules | None. |
| ADDITIONAL NOTES |
|---|
| This module is for delivery in BHMS, Luzern, Swtzerland. |
| INDICATIVE BIBLIOGRAPHY | |
|---|---|
| 1 | BAIMENOV, A. and LIVERAKOS, P., 2019. Public Service Excellence in the 21st Century. Singapore: Springer Singapore Pte. Limited. |
| 2 | BONESSO, S., 2020. BEHAVIORAL COMPETENCIES FOR INNOVATION using emotional intelligence to foster innovation. S.l: PALGRAVE PIVOT. |
| 3 | CHAKRABARTI, G. and CHATTERJEA, T., 2017. Employees' Emotional Intelligence, Motivation & Productivity, and Organizational Excellence : a Future Trend in HRD. Singapore: Springer Singapore. |
| 4 | GUY, M.E., MASTRACCI, S.H. and YANG, S., 2019. The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service. Cham: Springer International Publishing AG. |
| 5 | HIGGS, M. and DULEWICZ, V., 2016. Leading with Emotional Intelligence: Effective Change Implementation in Today's Complex Context. Cham: Springer International Publishing AG. |