Universidad de Jaén

Students are expected to achieve a C1-C2 level by the end of the course, according to the CEFR. Because of this, the nature of the course is highly practical as students need to put the four language skills to use. Theoretical contents include customer care procedures and protocols and email writing.

Contents

1 Advanced English grammar

        1  It and  There

        2 Conditionals

        3 The passive voice

        4 Relative clauses

        5 Verb patterns

        6 Prepositions

2 Vocabulary for customer care and hospitality

        1 The basics

        2 At the reception desk

        3 On the phone

        4 Online

        5 Guiding

3 Real life situations

        1 Reception desk

               1 Welcoming customers

               2 Dealing with complaints

               3 Offering and selling

        2 Tour guide

               1 Elements of a tour

               2 Styles and approaches

               3 Landmarks and highlights

               4 Recommending and warning

4 Email writing

          1 Conventions in the English language

          2 Types of emails

          3 Conveying the message

          4 Register and tone

As the contents of the course are extremely practical, lessons are not built upon complex theoretical concepts. In order to achieve the desired skills, students need to actively participate both during the lessons and online since it is by carrying out practical activities that they will be able to develop their English skills. Roleplays and peer review are two main pillars of the activities, thus creating a learning context where both students and lecturer participate in the betterment of oral and written skills in the English language.

Students with special educational needs should contact the Student Attention Service (Servicio de Atención y Ayudas al Estudiante) in order to receive the appropriate academic support

Participation (20%): students need to do activities both during the lessons and online. If a student does all activities, they get 5%, while the remaining 15% corresponds to the assessment of these exercises.

Project (20%): students make a video in small teams. The instructions for this project will be available online weeks before the deadline.

Exam (60%): oral and written test in which the four language skills are assessed, as well as the contents of the course.

Evaluation

Evaluation remains unchanged. The exam is to be done on campus, as long as it is possible.

Extraordinaria calls

Exam (100%): oral and written test in which students show their linguistic competence as well as the knowledge acquired throughout the course.

Evaluation

Evaluation remains unchanged. The exam is to be done on PLATEA, whose stability ensures a reliable experience of the higher quality.

Institution in charge of data processing: Universidad de Jaén, Campus Las Lagunillas, s/n, 23071 Jaén

Data Protection Delegate: dpo@ujaen.es

Purpose: In accordance with the Universities Law and other national and regional regulations in force, carrying out exams and assessment tests corresponding to the courses students are registered in. In order to avoid frauds while sitting the exam, the exam will be answered using a videoconference system, being able the academic staff of the University of Jaén to compare and contrast the image of the person who is answering the exam with the student's photographic files. Likewise, in order to provide the exam with evidential content for revisions or claims, in accordance with current regulation frameworks, the exam will be recorded and stored.

Legitimacy: compliance with legal obligations (Universities Law) and other national and regional regulations currently in force.

Addressees: service providers who are the owners of the platforms where the exams are carried out and with whom the University of Jaén has signed the corresponding data access contracts.

Storage periods: those established in current in force regulations. In the specific case of exam videoconference recordings, not before the examination records and transcripts are closed or the exam can still be reviewed or challenged.

Rights: you can exercise your right of access, amendment, cancellation, opposition, suppression, limitation and portability by sending a letter to the postal or electronic address indicated above. In the event that you consider that your rights have been violated, you may submit a complaint to the Andalusian Council for Transparency and Data Protection www.ctpdandalucia.es

Person in charge: Universidad de Jaén, Paraje Las Lagunillas, s/n; Tel.953 212121; www.ujaen.es

Data protection delegate (DPO): TELEFÓNICA, S.A.U. ; Email: dpo@ujaen.es

Procedure aim: To manage proper recordings of teaching sessions with the aim of facilitating learning process under a multimodal and/or online teaching

Period for record storage: Images will be kept during legal term according to regulations in force

Legitimacy: Data will be managed according to legal regulations (Organic Law 6/2001, December 21, on Universities) and given consent provided by selecting corresponding box in legal admission documents

Data recipients (transfers or assignments): Any person allowed to get access to every teaching modality

Rights: You may exercise your rights of access, rectification, cancellation, portability, limitation of processing, deletion or, where appropriate, opposition. To exercise these rights, you must submit a written request to the Information, Registration and Electronic Administration Service of the University of Jaen at the address above, or by e-mail to the address above. You must specify which of these rights you are requesting to be satisfied and, at the same time, you must attach a photocopy of your ID card or equivalent identification document. In case you act through a representative, legal or voluntary, you must also provide a document that proves this representation and identification. Likewise, if you consider that your right to personal data protection has been violated, you may file a complaint with the Andalusian Data Protection and Transparency Council www.ctpdandalucia.es