Teaching and Learning Interpersonal Communication: Perspectives of Hospitality Students
Article Sidebar
Published:
Aug 29, 2020
Keywords:
Teaching and Learning, Interpersonal Communication, Teaching Methods, Hospitality, Factors Affecting Learning
Main Article Content
Abstract
Interpersonal communication skill is one of the key competencies in hospitality. However, research indicates that hospitality graduates have inadequate interpersonal skills when they join the industry. This study explored the current teaching methods used along with the factors that affect teaching and learning of interpersonal communication skills among 146 hospitality students. Most of the students obtained an average level of interpersonal communication skill in the areas of verbal communication, listening, emotional intelligence, and working in groups. The study employed a mixed research method through online test and focus group discussions. Teacher’s personality and competence, authenticity, resources, class environment, size and duration are perceived to facilitate teaching of and learning interpersonal communication skills through integration of traditional, online, and learner-centered methods. The results have implications to curriculum design, identification of learning outcomes, teacher training, academic support, and linkages.
Article Details
How to Cite
Medrano Loreto, M. . (2020). Teaching and Learning Interpersonal Communication: Perspectives of Hospitality Students . Dusit Thani College Journal, 14(2), 555–574. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/243459
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Research Article
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References
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Brownell, J. (2009). Fostering service excellence through listening: What hospitality managers need to know. Cornell Hospitality Report, 9(6), 6-18. Retrieved from http://www.chr.cornell.edu
Crawford, A. & Weber, M. (2016). Developing soft skills for future hospitality leaders: A case study. Journal of Hospitality and Tourism Cases, 49-51. Retrieved from https://www.researchgate.net/publication/315445961
Cunningham, S., Bartesaghi, M., Bowman, J., & Bender, J. (2017). Re-writing interpersonal communication: A portfolio-based curriculum for process pedagogy and moving theory into practice. International Journal of Teaching and Learning in Higher Education, 29(2), 381-388. Retrieved from http://www.isetl.org/ijtlhe/
Deale, C. & Jacques, P. (2013). An examination of current hospitality and tourism teaching methods. Journal of Hospitality and Tourism Education, 22(2), 20-29. Retrieved from https://www.researchgate.net/publication/261580788_An_Examination_of_Current_Hospitality_and_Tourism_Teaching_Methods
Grobelna, A. (2015). Intercultural challenges facing the hospitality industry. Implications for education and hospitality management. Journal of Intercultural Management, 7(3), 101-117. doi: 10.1515/joim-2015-0023
Kapoor, S. & de Villa-Lopez, B. (2015). Developing teamwork skills in hospitality management college students. Journal of Tourism Research, 10, 10-24. Retrieved from http://jotr.eu/pdf_files/V10.pdf
Koroglu, O. & Koroglu, A. (2012). The importance of using the emotional intelligence skills for tour guides and their performance. Management and Education, 8(3). Retrieved from http://conference-burgas.com/maevolumes/vol8/BOOK%203/b3_04.pdf
Liasidou, S. (2016). Learning and teaching in Hotel Management Studies: Defining students’ experience. International Journal of Humanities and Social Science, 6(11), 118-128. Retrieved from https://www.ijhssnet.com/journals/Vol_6_No_11_November_2016/14.pdf
Lolli, J. (2012). Interpersonal communication skills and the young hospitality leader: Are they prepared? [Abstract]. International Journal of Hospitality Management, 295-298. Retrieved from https://www.researchgate.net/publication/272590009
Lolli, J. (2013). Perceptions of the importance and preparedness of interpersonal communication skills the entry-level hospitality leader. [Abstract]. Journal of Teaching in Travel & Tourism,13(4). doi:10.1080/1521220.2013.839302
Loreto, M. (2018). Outcomes-based teaching and learning practices in the hotel and resort management program of Dusit Thani College. Dusit Thani College Journal, 12(Special), 82-98. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/129493
Loreto, M. (2019). The influence of social media exposure on the interpersonal communication skills of hospitality students. Journal of Social Science and Humanities (Graduate School) Ramkhamhaeng University, 4(1), 1-20.
Marshall, S. & Cullen, R. (2003). Teaching interpersonal communication skills with digital video. In G. Crisp, D. Thiele, I. Scholten, S. Barker and J. Baron (Eds), Interact, Integrate, Impact: Proceedings of the 20th Annual Conference of the Australasian Society for Computers in Learning in Tertiary Education. Adelaide, 7-10 December 2003.
Mathis, W. (2016). The effectiveness in class size reduction. Retrieved from https://nepc.colorado.edu
Mohammad, S.F., Osman, M. N., & Ishak, F. A. (2018). Exploring the competencies perceived by the hospitality undergraduates in public and private universities. International Journal of Academic Research in Business and Social Sciences, 8(15), 331-349. doi: 10.6007/IJARBSS/v8-i15/5110
Nguyen, Q., Ladkin, A., & Osman, H. (n.d.). Emotional Intelligence and Hotel Employees in Vietnam. Retrieved from http://eprints.bournemouth.ac.uk/23968/3/CHME%20paper_Nguyen%20et%20al%20203020032016-1.pdf
Plangpamool, S. (n.d.). Human capital and interpersonal communication: A successful factor in the hospitality industry. Retrieved from http://www.conference.phuket.psu.ac.th/conference2012/proceedings/pdf/o_FHT%2033.pdf
Rahim, S. & Tazijan, F. (2011). Analyzing the training and internship needs assessment of verbal communication Skills amongst hotel practitioners. English Language Teaching, 4(3). http://dx.doi.org/10.5539/elt.v4n3p44
Salvador, M. & Awat, E. (2013). Factors affecting the learning behaviors of students. Retrieved from https://www.academia.edu/1808454
Sarkar, N., Ford, W. & Manzo, C. (2017). Engaging digital natives through social learning. Systemics, Cybernetics and Informatics, 15(2). Retrieved from http://www.iiisci.org
Sisson, L. & Adams, A. (2013). Essential hospitality management competencies: the importance of soft skills. [Abstract]. Journal of Hospitality & Tourism Education, 25(3). doi: 10.1080/10963758.2013.826975
Tran, T. (2013). Factors affecting teaching and learning English in Vietnamese universities.
The Internet Journal Language, Culture, and Society, 38, 138-145. Retrieved from https://www.researchgate.net/publication/277719144
Interpersonal Skills Assessment. Retrieved from https://www.skillsyouneed.com
Bhinder, H. (2019). Teaching techniques adopted by hospitality faculty members in the classroom. International Journal of Management Studies, 6(1), 70-76. doi:10.18843/ijms/v6il(3)/07
Brownell, J. (1994). Creating strong listening environments: A key hospitality management task. Retrieved from http://scholarship.sha.cornell.edu/articles/1014
Brownell, J. (2009). Fostering service excellence through listening: What hospitality managers need to know. Cornell Hospitality Report, 9(6), 6-18. Retrieved from http://www.chr.cornell.edu
Crawford, A. & Weber, M. (2016). Developing soft skills for future hospitality leaders: A case study. Journal of Hospitality and Tourism Cases, 49-51. Retrieved from https://www.researchgate.net/publication/315445961
Cunningham, S., Bartesaghi, M., Bowman, J., & Bender, J. (2017). Re-writing interpersonal communication: A portfolio-based curriculum for process pedagogy and moving theory into practice. International Journal of Teaching and Learning in Higher Education, 29(2), 381-388. Retrieved from http://www.isetl.org/ijtlhe/
Deale, C. & Jacques, P. (2013). An examination of current hospitality and tourism teaching methods. Journal of Hospitality and Tourism Education, 22(2), 20-29. Retrieved from https://www.researchgate.net/publication/261580788_An_Examination_of_Current_Hospitality_and_Tourism_Teaching_Methods
Grobelna, A. (2015). Intercultural challenges facing the hospitality industry. Implications for education and hospitality management. Journal of Intercultural Management, 7(3), 101-117. doi: 10.1515/joim-2015-0023
Kapoor, S. & de Villa-Lopez, B. (2015). Developing teamwork skills in hospitality management college students. Journal of Tourism Research, 10, 10-24. Retrieved from http://jotr.eu/pdf_files/V10.pdf
Koroglu, O. & Koroglu, A. (2012). The importance of using the emotional intelligence skills for tour guides and their performance. Management and Education, 8(3). Retrieved from http://conference-burgas.com/maevolumes/vol8/BOOK%203/b3_04.pdf
Liasidou, S. (2016). Learning and teaching in Hotel Management Studies: Defining students’ experience. International Journal of Humanities and Social Science, 6(11), 118-128. Retrieved from https://www.ijhssnet.com/journals/Vol_6_No_11_November_2016/14.pdf
Lolli, J. (2012). Interpersonal communication skills and the young hospitality leader: Are they prepared? [Abstract]. International Journal of Hospitality Management, 295-298. Retrieved from https://www.researchgate.net/publication/272590009
Lolli, J. (2013). Perceptions of the importance and preparedness of interpersonal communication skills the entry-level hospitality leader. [Abstract]. Journal of Teaching in Travel & Tourism,13(4). doi:10.1080/1521220.2013.839302
Loreto, M. (2018). Outcomes-based teaching and learning practices in the hotel and resort management program of Dusit Thani College. Dusit Thani College Journal, 12(Special), 82-98. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/129493
Loreto, M. (2019). The influence of social media exposure on the interpersonal communication skills of hospitality students. Journal of Social Science and Humanities (Graduate School) Ramkhamhaeng University, 4(1), 1-20.
Marshall, S. & Cullen, R. (2003). Teaching interpersonal communication skills with digital video. In G. Crisp, D. Thiele, I. Scholten, S. Barker and J. Baron (Eds), Interact, Integrate, Impact: Proceedings of the 20th Annual Conference of the Australasian Society for Computers in Learning in Tertiary Education. Adelaide, 7-10 December 2003.
Mathis, W. (2016). The effectiveness in class size reduction. Retrieved from https://nepc.colorado.edu
Mohammad, S.F., Osman, M. N., & Ishak, F. A. (2018). Exploring the competencies perceived by the hospitality undergraduates in public and private universities. International Journal of Academic Research in Business and Social Sciences, 8(15), 331-349. doi: 10.6007/IJARBSS/v8-i15/5110
Nguyen, Q., Ladkin, A., & Osman, H. (n.d.). Emotional Intelligence and Hotel Employees in Vietnam. Retrieved from http://eprints.bournemouth.ac.uk/23968/3/CHME%20paper_Nguyen%20et%20al%20203020032016-1.pdf
Plangpamool, S. (n.d.). Human capital and interpersonal communication: A successful factor in the hospitality industry. Retrieved from http://www.conference.phuket.psu.ac.th/conference2012/proceedings/pdf/o_FHT%2033.pdf
Rahim, S. & Tazijan, F. (2011). Analyzing the training and internship needs assessment of verbal communication Skills amongst hotel practitioners. English Language Teaching, 4(3). http://dx.doi.org/10.5539/elt.v4n3p44
Salvador, M. & Awat, E. (2013). Factors affecting the learning behaviors of students. Retrieved from https://www.academia.edu/1808454
Sarkar, N., Ford, W. & Manzo, C. (2017). Engaging digital natives through social learning. Systemics, Cybernetics and Informatics, 15(2). Retrieved from http://www.iiisci.org
Sisson, L. & Adams, A. (2013). Essential hospitality management competencies: the importance of soft skills. [Abstract]. Journal of Hospitality & Tourism Education, 25(3). doi: 10.1080/10963758.2013.826975
Tran, T. (2013). Factors affecting teaching and learning English in Vietnamese universities.
The Internet Journal Language, Culture, and Society, 38, 138-145. Retrieved from https://www.researchgate.net/publication/277719144
Interpersonal Skills Assessment. Retrieved from https://www.skillsyouneed.com